Queen and the Team in Memory Care are amazing! They are so good to dad, and our entire family! Recent Care Plan update with hospice team was highly collaborative and informative. I'm grateful Dad is getting such compassionate care from Bickford's Staff.

I am highly disappointed in the way that the facility is ran on a day to day basis. I feel like the management team on site does not oversee the treatment of the residents. The laundry situation at the facility is horrible. The clothes are not being washed properly. My mom's clothes have been ruined and half of them are missing . The food that is being served to the residents is not appetizing. I have seen residents walking around the unit with soiled incontinent clothes on and the staff not making an effort to attend to them. The rooms are dirty and are not properly cleaned and some have a horrible odor.

Laundry management is an area that needs improvement

Over the past several months, there has been a noticeable decline in the quality and consistency of the meals in the dining room. There have been multiple occasions where the nutritional balance is questionable or the food is cold and or burned when we were told at the recent resident meeting that the menus are on the website we had no idea that was the case. However, my mom's eyes are not great and it's very difficult for her to get onto the computer so I asked if we could have weekly printouts. It happened for one week but then I haven't seen any additional. The menu on the website sounds Wonderful, but it's not reliable in terms of quality for as much money as my mother is paying a month it's a huge disappointment. When she and my father moved into Bickford, the food appeared to be better. I know that when she had to do rehab in a different facility after a fall it was there that she saw how great food could be prepared. I know it's another company trilogy, but they seem to take great pride in their quality and preparation of meals food is the one thing that I think this generation looks forward to And it's been extremely disappointing, considering how much money she pays a month.

The inconsistency of staff duties is frustrating. I feel everyone is very patient and treats my mother with sincere care. Inconsistency is putting sheets on her bed, long and very dirty fingernails, teeth not brushed, hair not combed. Her door remaining unlocked and other residents walking in and out of her room. Last week her glasses were lost. I saw on camera the cna remove her glasses but I don't know what happened to them. One of my favorite cna's always puts them on the window sill. They were not seen again after being removed that day. It will cost approx $700 to replace her glasses. I know staff looked through the laundry and other resident's rooms.

How can I get messages to my husband since he can not have a phone, and is Bickford going to give flu shots to residents?

3 | I am very unhappy about the $5 a tray taken to my husband for each meal. That was one of the reasons I came to Bickford that there would be no charge in case my husband would not be able to go to the dining area. We have been there over 2 years and for the first year and a half or more he was fine but now he needs them brought to his room and quite honestly I cannot afford $450 a month. I'm strapped on income and that pays for my utilities

Management of laundry could be improved.

You have our comments in our recent email.

I know you are trying but aides are not showing up or coming in late or quitting without notice etc. this leaves the rest of the help shorthanded and frustrated I am sure!! Mary Bs is the worst.Two aides are not enough! And when they come in late or decide not to come at all... that is not acceptable. Much happens when no one is looking or has time to look! A nurse passing out meds is NOT a third person! Not sure why you are not doing better with this ! Many of us are very disappointed and find it difficult to feel comfortable about leaving our loved ones there

The frontline staff is the reason Bickford gets all 5's - I recently met your new Director and her daughter the Sunday before she started and she is wonderful! And as ALWAYS Queen and (name removed) CONTINUE to be the best! So many great people - like your cook, etc always make Dad and our family feel loved !

I sent you a text already about the same. And NO ONE RESPONDED!! Why is it either you let the good ones go OR they quit? Your company has a serious problem. The facility is stinky of pi## and filthy!!

Food is horrible. Rooms and bathrooms are not cleaned.

Quality of care and housekeeping seem to have gone down in the last year. I'm sure there are many reasons for this first of all there needs to be three aids in Mary bees all the time. I know we are shortstaffed, but we can't keep that up. AIDS can be changing residence to their needs and keep an eye on what is going on in the TV room. Yesterday three aides were chatting it up and laughing so loudly. I was in TV area with my husband when a resident fell. I had to yell to get their attention and get help. (I am 90 yes old and knew I could not help). residents are very active and unpredictable. rooms are not being kept clean and I know we have lost a housekeeper. We have some very good aides and others are just there. Dinner time is often served haphazardly With people getting their food before they receive table ware. Some aides have a routine worked out. Others can't figure it out. It seems laundry piled up until (name removed) comes and of course, there is a very strong odor because laundry is not done. Mary Bs continues to be a friendly accepting place and that is so good. | C. Quality of care and housekeeping seem to have gone down in the last year. I'm sure there are many reasons for this first of all there needs to be three aids in Mary bees all the time. I know we are shortstaffed, but we can't keep that up. AIDS can be changing residence to their needs and keep an eye on what is going on in the TV room. Yesterday three aides were chatting it up and laughing so loudly. I was in TV area with my husband when a resident fell. I had to yell to get their attention and get help. (I am 90 yes old and knew I could not help). residents are very active and unpredictable. rooms are not being kept clean and I know we have lost a housekeeper. We have some very good aides and others are just there. Dinner time is often served haphazardly With people getting their food before they receive table ware. Some aides have a routine worked out. Others can't figure it out.

The caregivers and frontline staff are the reason Bickford is the best! Especially in memory care, take great care of your employees please (like (name removed)etc!) they are so loving and patient with Dad!

I am afraid that Bickford looks and smells more like a nursing home or Memory Care facility rather than Assisted Living facility! This is not what I think Mary Bickford would have wanted! And it is surely NOT what it had been 5 yrs ago!! People SHOULD be the most important focus not corporate’s bottom line.

The food is terrible. Eggs for dinner? Everything I've seen looks almost inedible and pretty tough for elderly people to chew and swallow. The cleaning there has slacked for what seems like weeks now. I had to go in and vacuum myself, clean the bathroom every time and the sheets haven't been changed on the bed in weeks. What is going to be done moving forward?

The cleanliness of the room and bathroom is pretty rough. I end up cleaning up, wiping down surfaces and even cleaning the floor and toilet. Not sure when the last time anything was vacuumed in that room but it hasn't been in the last month. Very minimal cleaning done that I can tell. Staff is pleasant and some go above and beyond. The food that I've seen is not very appetizing but I don't see every meal.

The American flag out front is embarrassing. Food service in dining area is poor or lacking in people.

My husband has lived at Bickford of Carmel for almost two years while I have maintained our home two suburbs away. One strong positive (among many) here is the Bickford Family Council for residents and their family members. During monthly meetings we get updates from our administrator and managers. We can both share appreciations for all they do for us and offer suggestions. Working together, we all try to ensure our Bickford is the best place it can possibly be.

Honestly , there are several good workers. Unfortunately, many workers do not seem to be very diligent. Frequently 7-10pm at night in Mary B's and up front in assisted many workers sit on their phones. Phones continue to be a problem. (There are several falls in this building so that makes it much more important to be ATTENTIVE at all times) Workers can be sitting chatting on phones sometimes when residents are wandering aimlessly in the halls. My dad is in Mary B's and my mother and I both feel uncomfortable leaving as it does NOT feel safe for the residents . There needs to be someone in TV area at all times for safety . I think maybe there are only 2 people and it may take 2 people to put someone to bed which I understand but meanwhile there are 3 to 5 people with no supervision. My mom says at meal time things are not supervised well. One worker recently took a drink someone drank from a gave it to someone at another table. Residents come to table without their teeth mom said sometimes. We do not feel comfortable voicing our concerns because it sounds as if management supports the staff so much that they would believe them over us or other families. Many families are concerned not just us. When I have come between 6-7am I have had people say, "oh she left at 5:30am " or had to leave early. I come probably once a week just to talk with someone who works 11-7 to see how my dad is doing in middle of night . More workers are smiling now and looking at us and say hello ...some still do not . Laundry piles up and smells. It seems

We are grateful for Bickford. My husband has been a resident here for almost two years. We have appreciated the kind and caring staff and administration, the delicious food, and the camaraderie that has developed among the residents.

(name removed) in Mary B's are the reason I consistently give Bickford the highest rating. They are so good with my dad (name removed)! (name removed)is an amazing care advocate for dad and our family, helping hospice and everyone understand his needs. Bickford gives my Dad the best care and great days!

Lack of hot water in bathroom

My brother in law has been a resident in assisted living for a year now. It was an adjustment CD for him, but he is doing well now. All of the staff are very supportive to him even though he chooses not to participate in any of the activities they always stop by to invite him.

I feel the upper management, does not respect the resident's family members. It is very difficult to have a conversation with upper management. They just aren't available. Phone calls are not returned.

My husband has been a resident at Bickford for about 1 1/2 years, while I maintain our home in McCordsville. We both like Bickford very much. The administration and staff are competent and compassionate. The small size (comparatively) makes it possible for the residents to create friendships among themselves and to provide mutual help and companionship as needed. The activities director keeps the residents entertained and involved, and the food is great.

I am so very thankful for (name removed) and (name removed) as well as (name removed) . The activities director role is truly crucial to the atmosphere in Bickford of Carmel. The atmosphere there is so different from previous activities directors!! God bless whomever hired such a wonderful team!!

The staff at Bickford is caring and competent. They took very good care of my mom the last year of her life, providing much support as well as fun for her. She believed every staff person went out of their way to do special things for her - and that was true. As she was dying she said, "I just want to go back to Bickford." She and I felt she was safe and loved at Bickford of Carmel.

I love the way several of the nurses and aides talk to him and have a special name for him. They are not judgmental and they are kind to him, meaning my husband (name removed).

My husband has been a resident at Bickford of Carmel for one and a half years. We are very pleased with this facility that serves 40-50 residents in its assisted living and memory care sections. There is a great deal to appreciate here, including the friendly atmosphere, the home-like setting, the competent and professional administration and staff, the delicious and nutritious food offered three times per day by two excellent chefs, the activities planned by the "happiness coordinator," and the ease with which we can get to know other residents and staff. We also have an active Family Council for residents and their loved ones through which we all work together to make our Bickford the best place it can be.

The staff are the reason I consistently rank Bickford the best! Please reward and retain your great caregivers frontline! Love them all and especially those with my Dad in Mary B's!!

The home atmosphere is great!

(name removed) - the staff in Mary B's are why I love the place!! Please take great care of them!!

Please stop txting me my mother is no longer there.