In the last 30 days there have been significant staff departures and disruptions. Residents and their families have had absolutely no communication from the corporate office. Obviously personnel decisions are confidential, but the absence of any communication has fueled the rumors among residents. This breeds negative feelings among residents about Bickford, and concerns among family members. Further, on at least one occasion, due to only 1 kitchen staff on site, several residents spent an hour cleaning up the dishes from the meal and setting tables for the next meal. The lack of staff resulted in one resident being left in her wheelchair all night, and not given her meds. This is a safety issue. What can Bickford do to encourage staff retention? Typical strategies include better training, supportive and guiding management, and better pay. An updated dining room and new carpeting in apts that residents have been told will happen, will improve appearances . The absence of corporate communication and effective staffing is like painting a car that has a failing engine. I'm happy to talk further about this.

There has been an enormous amount of staff change. My mom is not getting the care she needs. She wasn't getting taken to the bathroom on a regular basis, she doesn't always know to press her button. I have found her totally soaked through her depends and clothing and on the furniture. I did speak to someone and it has gotten better, but not always. She has been left all night in her livingroom in her recliner, not taken to bed. That is not acceptable. Her room has filthy carpet, my patents were promised new carpet when they moved in, it never happened. I have asked for it many times and told it would be looked into. We have cleaned it and it doesn't get any better. My husband changed the furnace filter a couple of weeks ago due to all the dust in the room. The filter was FULL was something, it looked like dry wall dust. It was the strangest thing and for that to be filtering throughout the room is so unhealthy. I have attached a video and a few pictures. He also fixed the toilet handle because it couldn't be flushed. My husband and son in law have done many repairs over the 3 years they've been there. Easier to do it ourselves than wait or try to get Bickford to do it. The entire building has filthy carpet, it's awful. The other day I went to see mom. It was right at noon. She wasn't in the dining room. I went to her room, she was still there. I took her down to lunch. When I finally saw someone I asked why no one brought her to lunch and the CNA or caregiver, I don't know, told me she was on light duty and they were "short handed" someone cal | Additional video

He fell took an hour to get help. Also needed to be changed again waited an hour. Each he called me and I had to call and get help for him

I'm happy to see that (name removed) is gone. And I'm not the only one. There is a much lighter feel with the residents and staff when you go into Bickford now. I want to thank (name removed) for helping out with some issues that (name removed) wouldn't get back to me on, prior to her departure.

There is a lack of consistency in Mom getting bathed. Sometimes it's not even once a week. When she pushes her call button Sometimes she waits over 20 minutes for someone to come up.

I have tried to write my concerns and I'm afraid if I write all I want to say it won't get read. If my concerns matter, please contact me, I would appreciate someone from corporate contacting me so we can talk.

From what I hear meds aren't dispensed at consistent times. Both my folks have been on antibiotics and I'm more sure they have received those doses consistently.

They need to answer the phone when I call, especially when there is a medical issue going on... Staff need to be able to understand and speak English when answering the phone and be able to either transfer a call or walk to a different building to locate other staff. Maybe get more help and designate one person to manage incoming phone calls. I tried to call several times, including the director of the Bloomington location, left voicemails and never got called back!

Patients call button didn't work. I was told ordering a new one. A can came in on 3 rd day and took it. Put a battery in it and solved. Why couldn't head of nursing do that. Also takes an hour to change him | Also. When button not working. Couldn't reach anyone by phone Had to call nursing director T home

Every time I visit my mother there are new CNA's and nurses. Why is staff changing so often? My mother's laundry is supposed to be picked up on Mondays. Her laundry was still there today. My brother took the basket to Bickford's director's office to have the issue addressed. Why isn't her laundry picked up and washed on the day assigned?

In the past thirty days, I have been cleaning my mom's apartment more than the housekeeper has. And in the past 30 days, I don't think my mom has been given a shower more than once. She's supposed to have them twice a week.

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We are pleased with most of the care our family receives. Recently when we call, there is never an answer or an answering machine to leave a message. My parents doctor has also commented on that to us, especially when they are trying to return a call. My father was in the hospital and the pharmacist was trying to get ahold of Bickford calling the main number and no answer. The pharmacist needed to find out dads meds so she could properly get what he needed. I was able to give her (name removed) number and he answered right away and was able to help. I really feel that the phone should be answered every time. It is very frustrating.

Bickford took amazing care of my mom. She really loved the community, loved her apartment and the staff is terrific.

The staff does A LOT for my parents and for the most part we are very pleased. We really wish that there was an activity director and more social activities being offered. My sister with down syndrome lives with my folks and is able to help them. I think sometimes this is taken advantage of and other times causes friction between her and the staff. Don't get me wrong, staff is good with my sister but I wish we could find a happy medium and an understanding for (name removed) which may not be able to happen. Sorry, I'm just rambling. The other thing I wish would be that there was a more regular scheduled times for things such as helping to get dressed in the morning and getting ready for bed and receiving medications at about the same time daily. I know this isn't always possible and that there are many residents requiring help and sometimes schedules have to be flexible. I want to emphasize that we are very pleased with the care and love the staff gives our family. Thank you!!! ❤️