Hi (name removed). I got a letter from (name removed) saying April CMR and Invoice was sent too early. Please send again. Thank you

Thanks for everything!

Instead of changing mom after she has spilled food on her clothes, they left her sit in it for the majority of the day until the afternoon shift changed her. This is unacceptable! She has had soiled clothes in hamper that smells of urine and bm. The service plan states clothes are to be washed daily and this is not happening. I have had to ask several times for them to be washed. When they do get washed. Have to wait a couple of days to get them back The dining room table where she sits is usually dirty and I wash it before the group sits there. The BFM's are very kind to mom. We appreciate that.

Very happy with the care my mother gets. Thank you

Bickford has improved this month. Staff has come a long way this month

The dining room is more organized now. I had a question for (name removed) and she answered me back immediately.

Thanks for everything!

It appears they have not been getting my mom for all meals as they need to be doing. | It seems like she doesn't get needed attention, needed and what's part of the new care plan. I have asked a few times what is being done differently now since the new care level went into effect but I haven't gotten anything.

(name removed) has gone above and beyond to arrange transportation for Mom to Dad's visitation and funeral. Words cannot express how grateful we are for (name removed) joy and hard work. The staff was very helpful and kind to Mom, getting her ready for the visitation and funeral. (name removed) and others tended to her needs. When Mom got back Friday night, the staff was ready to put her to bed. Improvement needed on laundry. Some of Dad's laundry was still in the bedroom and more of it left downstairs when I arrived 6 days after his passing. The washers and dryers are typically full of clothes (I have seen them untouched for an entire shift or longer) when I go to do laundry. I often wonder how any residents get their clothes back bc of the disorganization. And please make sure Mom is put in bed every night. She was left in her chair until 11:40 pm on March 22 and was sliding out of it. I will attach the footage.

The entire staff really came together and provided excellent care to Mom. She received her showers on assigned days,toileted according to service plan. She attended activities and seemed to have a great time! But, most of all the staff treated her with the love and respect she deserves! Thank you to each and every one of you ❤️

My mother is very comfortable with her care and events that go on

The staff is always incredibly nice, caring and loving to my grandma and our family. I've also notice that my gma's apt has been noticeably clean - kuddos to the new house cleaner

Thanks for all you do!

Thank you for working with us to bring Dad back so he and Mom can be together. We appreciate all you are doing to care for them!

I think the communication between Hansa and the management and staff needed to have a protocol in place so things are double checked so mistakes could be avoided.

Showers are not being completed according to the service plan. Frequently have to remind them to do this. Many times the garbage is not emptied after she has had a bowel movement and the room smells horrible. There are plenty of garbage bags in the bathroom for the staff Overall I feel the staff works well together. The atmosphere seems much less toxic than it has in the past few months The staff seem to treat mom with love and respect This is greatly appreciated.

Meal service continues to be very slow. I know Bourbonnais won kitchen of the year. Makes me very sad for the other branches | Yes

My mom is very well taken care of

Thanks to the staff at Bickford for taking such wonderful care of my mother.

I couldn't be more pleased with the entire staff at Bickford. Everyone is always friendly, helpful, and kind. I've "caught" several stuff sitting with various residents having a quiet chat or helping them eat. Their patience and kindness reassures me we made the right choice for my dad.

My mother passed very peacefully and was able to do so where she considered home. My only negative critique would be that I had staff come up to her room asking if she was coming down for breakfast even though she had been non responsive for a couple of days. I feel that communication is still an ongoing issue that needs to be addressed.

Everything is great...very pleased with the care mom is getting.

5 | C5

Thanks for everything!

We appreciate your extra care for Mom and concern for Dad following his fall and recovery. Thank you keeping an extra eye out for Mom while she is alone!

The nursing staff is wonderful! The management does not train their staff well because the care plan does not always get followed.

Directors a aware of my concerns

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We love Bickford so much! The staff is exceptional - nice, helpful and attentive. My gma loves the food!! And the team has done an amazing job with the holidays - being inclusive with the family and community.

I was very unsatisfied, when after my mother's shower she had a dirty diaper put back on her. I was there when it happened and notified the supervision at that time. I got in contact with (name removed) and explained the situation. My mother's showers have since been changed to mornings after breakfast yet on Monday 12/30/24 she didn't receive her shower until after noon around 1:30 pm. | I came to visit my mother today and found that her laundry also had not been taken down to be washed. This is something else that is supposed to be taken care of that is being neglected. I know that the laundry hasn't been washed because the bed sheets that I changed and put in the basket were still there.

Thanks for everything!

This is the reason for a rating of 3 1) the door to (name removed) room is to remain open when she is in there. I have had to call multiple times this month to request her door be opened because she is in there and has no way to tell them if she needs something. Several times she is trying to get out of her recliner by herself and is not strong enough to do this without assistance. I have spoken to the staff multiple times about this situation 2) according to service plan she is to be toileted every 2 hours especially prior to meals and after. Many times this does not happen before supper. She may sit 4 or more hours in a wet and possibly a diaper with bowel movement in it ( this has been discussed with the afternoon nurses and shift Positive feedback: 1) showers are being given according to service plan. Just need to remind staff that linens are changed on Monday 2) many staff members very compassionate Give her the attention she deserves especially (name removed) from kitchen (name removed), many others! 3) activities for those with dementia. Being included in church and other activities

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Lack of information when moving in. Zero documentation, room is not being cleaned

I didn't have any real problems last month.

Thankful for quick response and follow up for Mom's recent diabetes incident.

Thanks for everything!!

Same concerns about the cleanliness of the apartment and food taste. The bright spot has been (name removed), who has been addressing our concerns.

We loved the Halloween activities!!

I have had no issues and staff has been very helpful.

Thanks for everything!

These are my issues. ◦ Wheelchair missing since the facility was evacuated during a power outage. ◦ Blanket missing- has heating plugs (camel color) ◦ Bathroom toilet broke for months. ◦ A/C broke for 2 years. ◦ Shower faucet leaking 2 years. ◦ Cleaning is lacking even though I’ve talked about it several times and showed the room and how poorly it's being maintained, which is not following the level of care agreement. I received the 2nd increase of the year with reduced level of service. I believe the nursing care is very good, but cleaning and following up on maintenance and lost items is absolutely <1.

A big shout out to the CNA's who cared for (name removed). They make her feel loved. (name removed) Having activities that she can attend has certainly brightened her mood! Now instead of sitting in her room all day she is able to socialize with others.

The housekeeper was fired about a month ago. My father's sheets were not changed during that time. A family member changed them about 2 weeks ago. Also there was an incident with a CNA telling my father his kitchen sink was not dirty enough to clean and refused to clean it. It took much back and forth with (name removed) and required getting another level of leadership. ((name removed)) involved. Not pleased with (name removed) response times to text messages or situation resolution. | The new housekeeper cleaned my father's apartment this Wed, Nov 6, and my father was pleased with her work. Thank you.

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Tonight, Sept 9, 7pm, my husband had a bowel accident. I had to have some clothes washed immediately. I went down to the laundry. EVERY WASHER WAS FULL. I felt in one that only had 2 sheets. They had been sitting in the washer so long they were DRY!!!!!! Why can't the CNAs get that laundry done. I saw one looking g at her phone. Where the other 2 are at, I have no idea. I put the sheets in the dryer (only 1 of those is empty). When that load is dry, I will fold and leave the apt # on the sheets.

I come in to the facility every Monday and Friday for my mother's showers because she wasn't always receiving them, but still see issues with some of the CNA's. This past Friday my mother was left alone in the shower while the CNA went out of her apartment to talk on her cellphone. It doesn't inspire confidence in the staff when this happens.

Only suggestion I have is better cleaning. I'm not sure what is "normal" and what is extra.

I changed my mind, 1. | How has your day been

Thanks for everything!

My dads room is a pigsty no bed sheets numerous problems

We started with an issue that's been going on for a year but they handled it that day. We'll see if it continues to be taken care of now or I need to put pressure on again to get them to react

In the last month when we have visited at various times, we noticed that the wash was overflowing, Dad's bed was wet and not changed, no bottom sheet on Mom's bed, long wait during fire drill, housekeeping still not consistently being done daily, and Mom had a sore that no one noticed. Positive: The staff who helps Mom shower are kind.

No problem

My mother is very happy there. Always something going on

Thanks to the great staff that got the residents during the power outage.

My mother's room was without air conditioning for days before the power outage and subsequent evacuation. Her wheelchair was also misplaced during the evacuation process and she never got the seat cushion back that she had.

Glad you could handle the power outage.

Thanks for all you do!!

I am so pleased with everyone at Bickford you all are so welcoming and my Father is adjusting well

I normally don't answer these texts. We are never satisfied with the care my mom receives. Our verbal complaints are never resolved. The same problems reoccur month after month. But this last month was particularly bad. My sister takes several calls a week from my mom that no one is coming to her aid. She is wheel chair bound. She takes herself to the bathroom. Or sometimes puts herself to bed. Which is unacceptable. She is told to wait. She is not the only person they have to take care of...we come every evening and give her meds. And get her ready for bed because we can't trust the Bickford staff to do it. She goes to bed at 9pm. Most times she will push her button to go to bed. But even if she doesn't...someone should come at 9 to help her to bed. If it's 9:15 or so and she hasn't pushed her button. Someone should check on her to see why...something could be wrong. We don't feel like she is taken care of. We don't even feel like she is safe at Bickford. Most of these problems could be solved with more staff. More cnas. I believe it's managements responsibility to make sure they have enough staff and that the staff they have are not over worked and over whelmed to the point where they can't do their jobs properly. The turn over of cnas is also a result of that. It's the residents who pay the price. I've been told that corporate will only let them have a certain amount of cnas. It is managements job to lobby the corporate office to get the staff they need to keep the residents safe and taken care of. If you don't have enough cnas for the residents you h

I'm concerned and distressed about the recent tornado events on July 15-16 and the discrepancy of events reported via email by Director (name removed) and what was actually experienced by the residents. Though too many to detail here, I'd be happy to discuss on phone. My sister, who lives near Boubonnais, sent a detailed letter to corporate executives, Regional Director (name removed) and Bourbonnais Director (name removed) Serious concerns about only one, very small sized, elevator to evacuate residents on upper floor, no back up generator at facility, lack of staffing during this crisis and poor leadership throughout this crisis. It is a wonder and very lucky that residents came through this so well. This comes after a serious Labor Day incident Sept 2023. (name removed)

Don't ever have to worry about my mom's care and they keep her busy with activities. And of course it is a beautiful center

No one called our family when my mother fell and they took her by ambulance to the hospital

I can't say enough great things about the staff at Bickford. They truly love to take care of the residents.

Having trouble with invoicing recipe and understanding monthly cost- please respond

Showers are working out well, now. Laundry also.

Thanks for all you do!

My mother, (name removed), continues to receive excellent care!

InJune, there was a small fire in the laundry room which caused the fire alarms to go off, fire dept came and residents followed fire drill protocols. I was pleased to hear that the fire dept indicated they were pleased and impressed with staff and residents response to this emergency. My father felt Bickford's regular fire drills prepared the residents in this emergency.

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Very thankful for the wonderful people at Bickford. Thanks so much for all you do!

Nursing staff goes above and beyond expectations!

I feel there is still an understaffing problem although we are constantly told there is not. The overall care would greatly improve if the workers would show up for work.

She has received the TLC she needed back at Bickford after her recent discharge from the hospital.

Very happy about the new sidewalks! Very overdue but grateful

Wonderful staff at Bickford