Bickford of Burlington
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Real Residents, Real Reviews
Knowing who to trust in this journey is hard — especially when your loved one’s health and happiness are at stake.
A letter from Andy Eby Andy Eby Caregiver/Sales & Marketing
The decision to consider senior living is never an easy one. You’re looking for caregivers to help with situations that may have you feeling exposed and powerless. We understand that this is a vulnerable time for your family.
Here at Bickford, we believe that vulnerability is not a weakness, but a strength.
We honor the courage it takes for seniors and families to navigate the aging journey and we believe we owe you our vulnerability in return.
That’s why we display real reviews from our residents, both positive and negative. We’re not interested in cherry-picking feel-good comments from casual visits.
We aim to earn your trust by showing the full spectrum of feedback from internal monthly surveys of our residents and families. This is an uncommon practice in our industry.
Many of the reviews you’ll see are positive, serving as a testament to our “whatever it takes” commitment to helping residents live their best lives.
We interpret negative reviews through two lenses: First, some contain hard truths. It hurts to hear, but sometimes we deserve it. This feedback sharpens us, allows us to see where we fall short, and demands that we get better.
Second, some reviews arise from the unbearable emotional pain families feel as they watch a loved one decline. In these situations, our caregivers may bear the brunt of unrealistic expectations. As the saying goes, “Hurt people hurt people.”
We trust your discernment to distinguish between the two. Feel free to ask us about any review that raises questions or concerns. We believe that trust isn’t built on a facade of perfection but on honesty about our successes and challenges.
Thank you for considering placing your trust in us.
Andy Eby
Reviews for Bickford of Burlington
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116
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37
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16
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5
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4
Reviews with Comments
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Mom had a couple issues (not Bickford)and the staff promptly helped her with them. Great staff!
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We love all the Burlington staff. They take very good care of their residents. Especially (name removed)! She is always so warm and kind.
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The remodeling and updates are making for a refreshing environment for residents and visitors. Can't wait to see the finished product.
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Once again, a huge shout-out to (name removed) for being such attentive and caring employees. They bring comfort to both Mom and me since I live 1000 miles away. It could just be Mom, but she comments about the food quality and sometimes the quantity. She thinks you are cutting back. Evidently, there was no power in the kitchen one day this past week. She didn't understand what was happening, so it would have been nice to have received an email bulletin, so I knew how to explain it to her to calm her down.
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It took way to long after repeated request for my mother's room to be cleaned and dusted. Remodeling or not or lack of staff we pay for that service.
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The team at Bickford went out of their way to get my grandma a room on a Sunday on short notice. They were amazing to work with, helpful and kind. I would highly recommend them to anyone.
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Very friendly staff.
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I would like to once again recognize (name removed) as valued staff members for their thoughtfulness and attention to Mom. I appreciate them so much.
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The leadership team remains strong after the changeover this past year. I appreciate their professional, quick responses to my inquiries. (name removed) has continued to plan a nice variety of activities. Love the Facebook posts. I would also like to acknowledge (name removed) for their positive, caring attitudes. Mom truly appreciates their support and assistance. Mom's only complaint is her perception of the meal quality/selection. She sometimes cannot identify what she ate and tells me she did not eat much?? It's probably just her, but I thought I should mention it since she really enjoyed the food throughout 2022-2023.
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Thanks giving meal was great!
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(name removed) is amazing!!
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We were there and I watched a resident who wanted to leave but could not. The care, and love given to person to redirect her brought me to tears.
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Why are you getting rid of the cats? Personally not a cat person, but come on. I was told it was because they were too expensive?!?! Come on Bickford step it up!
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Your staff turnover is way too high.
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Understaffed. Management has driven many staff away including (name removed) and (name removed)
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I always comment on the automated | 5
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Turnover continues to be a concern
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Bickford has some dedicated staff members - know there have been lots of staffing changes. Mom is content and enjoys seeing (name removed) more often. Her only complaint (for over a year) has been the meal selections.
Did you know
Most senior living communities don’t share internal reviews
Know the Real Residents, Real Reviews Difference
Our Reviews
Real Residents, Real Reviews
- From verified residents & families
- Unfiltered
- Solicited monthly
- Current, ongoing & up-to-date
Other Reviews
Google, A Place for Mom, etc.
- Can be written by anyone
- Often come from people who don’t actually live there (i.e. just came for a tour)
- Reflect a static, one-time experience
- Partial picture
Why other senior living communities don’t share internal reviews
- Most communities don’t solicit reviews on a monthly basis. Most surveys are annual and used for internal purposes only.
- They’re caring for a frail, vulnerable population 24/7/365. Healthcare, by its very nature, can be messy, especially when you’re on around the clock. Service failures are almost inevitable in this context.
- They know that some of the comments aren’t necessarily accurate
- They don’t have the courage to be vulnerable. They want to control how prospective families see them.
- They’re afraid it would hurt their sales and marketing efforts
- They don’t trust the consumer to be able to handle the truth
Did you know
Bickford Senior Living’s happiness score is 2x the national average
Reviews FAQ
Bickford residents and families have frequent opportunities to participate in providing feedback throughout the year. Bickford sends out a comprehensive annual survey evaluating all aspects of a residents experience. Following this survey, Bickford sends out a monthly survey to see if we are making progress on improving their happiness levels. The responses to both surveys are posted on the website and remain there for a year.
Bickford is committed to transparency. That means posting all feedback – both positive and negative. Every review is included in our overall score (star-rating). However, we do not post comments that are libelous, profane or risk violating the privacy of our residents.
A Bickford Verified Resident Review is a review provided by a resident or family member/significant other that has been verified by Bickford as an authorized individual. Individual names are protected for privacy reasons.
Bickford has developed a program to improve resident happiness based specifically on the scores and comments of the surveys. Each Branch sets goals to improve targeted areas identified from the surveys. The actions that need to be taken are discussed as a part of each shifts daily stand-up meeting.
Due to the unique and personalized nature of our business, responses to reviews, if requested, happen individually.
(name removed), Bickford's onsite nurse is amazing ! She took my mom to a doctor appointment when I was unable to take her. Thank you , (name removed)!