No one will return my calls

We have tried contacting someone in charge to return our calls and no one does. Either in meetings or out of the office. We have concerns about the care my mom is getting. She is wearing same clothes for days on end, they are filthy. The only pair of pants she seems to be wearing aren't even hers. Her bed mattress cover had bm on it, no sheets, blanket, comforter. Not sure if they ever showed up. I'm an hour away and come every other week to see her. If I had access to the laundry room I'd wash all her clothes and look to see if all her missing bedding is in there. Every time we come we have to disinfect her room, especially her bathroom. It's very disappointing. She deserves better. I love seeing my mom in pictures on FB doing activities. But her clothing is embarrassing. Maybe someone could call me???

Bickford is sill understaffed, but those who are working do a great job. (name removed) always has a smile on her face and is willing to help. (name removed) offered to give mom a shower when she missed it the day before and the morning of. This was above the norm and much appreciated. (name removed) always does a fantastic job with housekeeping. We are excited to be getting a new executive director. (name removed), the nurse assistant, is always very helpful and professional.

Though understaffed, the people scheduled to work have been so helpful! (names removed) are always listening and helping my mom, with smiles on their faces!

The staff is very accommodating and pleasant. I really appreciate that as a family member of a resident.

No return call from finance. You are taking over $3,000.00 more than you are supposed to out of account.

My mother has not been showered or changed for one week. I was told there was only one person for 37 residents today during day shift. I am contacting the Ombudsman for Kalamazoo and Calhoun County. I was also told I should be there to assist in her showers, but as you well know, I am already there 5 days a week. I am contacting other facilities to care for her.

Understaffed. Didn't like that my mom's weight was not monitored. She lost 16# in 2 months and now weighs 84#!

I was pleased to see that my brother had been getting up & participating in activities. Yesterday was disturbing, Aug 2nd, I stopped to see him around 1 o'clock in the afternoon & noticed only one person eating in the dining area as I entered. When I arrived at my brother's room, I noticed how dirty it was and that he was still in the bed. The disturbing part was that there was a top sheet haphazardly underneath him (exposing the plastic mattress) but no fitted sheet. He was sleeping on a dirty pillow with no pillowcase. He has 2 sheet sets, so I was a little confused why they aren't being utilized. I ask him if he had lunch yet & he said no, but I suspect he also had not had breakfast because there were no dirty dishes. I ask him how he was doing and he said he needed help. I ask him what he needed help with and he pointed toward the Hoyer Lift. I ask him if he wanted to get up & he said yes. I immediately went and got an employee to get him up and bring him lunch. I realize there is limited staff on the weekends, and my brother is in the twilight period of his life, I just hope they can do better in the future.

She needs help cleaning her room and putting her laundry away and that is not occurring regularly.

Had to get manager to get someone to clean mom's room, including garbage removal and changing pee pads

There are several aides working there that are exceptionally good and conscientious. They take very good care of mother. I hope they stay. We need people like them.

Another staff member is gone (the nurse) and yet again no communication to family members about this. It's impossible to have any confidence in or build any rapport with a place where people never stay very long. It's very disappointing.

You need enough staff again. I know you got rid of some dead weight, but I don't want the good ones to burn out or feel set up for failure.

This is the worsted it's been in the two years my mom had been there. How and why the memory care unit is closed. That was a horrible management decision. Bickford is assistant living and memory care unit. That's very misleading upon entering the building, there's no separation.Nonetheless, it's like a crazy house with everyone in one room. When my mom stops leaving her room, I will move her.

I feel very confident with the leadership and compassion the new director (name removed) and the new nurse (name removed) have demonstrated both in my interactions with them and with my mother.