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

Done

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.

Done | Done

No comment

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

Unavailability of mgmt to meet or complete a VA form for a resident this delaying compensation to the resident to help meet the costs of Bickford House.

The place is a shithole. No wonder why (name removed) didnt go to Bickford and went to aperion riverside. You only hear about this place from people who are poor or lower end middle class people. The staff to patient ratio doesnt follow Illinois guidelines. They abuse/neglect their patients. Negligence by fraudulent charges, unauthorized transactions, neglect for financial abuse, malnutrition, hygiene, failure to prevent falling, medical malpractice, not providing proper medical care, weight loss, bed sores, etc. Not to mention, falsifying documents. Taking in patients who are not mentally eligible for assisted living. Atleast once they get served with a claim by Romanucci and Blandin, LLC. Bickford of Bourbonnais will completely be shut down. The executive director, (name removed) will have criminal charges along with assistant director. Cant wait to see your lawyers push it all on the director because that's what they'll do, they dont want any part of it. | Not a problem. See your lawyers in court

I have been working through some issues with the staff in regards to my mother receiving showers. While it is taking more work than I might like, we are making progress. I would like to give extra attention to the work that Yadira has done in this matter. She deserves recognition for her exceptional work and I owe her my gratitude.

Staff is wonderful! Food is very good. Only had a few meals that were not appetizing. Service for meals has improved tremendously. My biggest complaint is the LIE that we've been told about our heating/air conditioning unit. (name removed) & I moved in Feb 26. A few days later we had a very warm day. Our apt was 80 degrees & air was nor working. A few days later we were promised that a new unit was ordered with delivery expected on approx 6 wks. We've had many warm days since then. The heating/air system in this bldg is messed up. Air turns on in living room & heat is running in dining room. HEAT RISES! This makes apt room on the 3rd floor on the dining room side extra warm no matter the temp outside. A few weeks back I asked when our unit would be repaired. Response was "I didn't know anything about it. I will look into it.' I've been told that people here knew about the problem before we moved in. I can't prove anything, but my gut says that's true. April 30 I FINALLY got an update. Part was never ordered. DO SOMETHING ABOUT THIS NOW .

Only problem we had was arranging for her showers. Nurses really working with her on her blood counts.

Thanks to all.

The nursing staff is amazing!

My mother, (name removed), seems so much at peace at Bickford. This is due to the excellent care she is receiving. Also, she has more opportunity to socialize as residents who have the ability to communicate are now (per my suggestion ) sitting at her table, and a couple of others stop by to visit her during meal times. I appreciate all of the above-mentioned especially due to my work-related travel schedule where it can go a week or more with my not seeing her. Also, because she is no longer able to answer her phone, I cannot just pick up the phone and check in with her as I used to do. (name removed)

The dayshift CNA's are amazing. They take wonderful care of (name removed) but when you're 2 to 10 shift comes on, we're back to having to call repeatedly to have them change her every day. We have to call to make sure that they do their job. They haven't been doing the laundry, so the second shift needs a lot of work. This has been totally discussed with (name removed). If you have any further questions, please reach out to these directors.

Thank you to all the staff at Bickford for the amazing care they give my mom.

I've received a lot of help from staff, and would like to express extra appreciation to (name removed).

We're very pleased with Bickford. Thanks to all !

I gave picture to Bourbonnais A3 I could not give Bickford a five because of Easter Sunday when there were only two CNAs and no dietary help here

Anytime we visit everyone is exceptionally kind and goes out of their way to not make us feel like a burden even though I know they are so busy doing so many things. We are so relieved to know she is in good hands there.

Marion is loving the meals. Nurses are great with her meds. Response time for assistance is great.

Nursing staff is amazing!

Love all the activities to keep the residents busy and how you take pics of it all to keep us updated And my mom always seems to get a personal shot of her with her huge smile.

I can't see kind words about the staff at Bickford