Bickford of Chesterfield
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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
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 Chesterfield
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72
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29
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12
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6
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2
Reviews with Comments
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The patients are not offered any snacks between meals, not even water. Many look dehydrated
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1) Facilities are in bad shape. The power outage caused several days of issues and revealed vulnerabilities in the facility. It took several days to get an electrician out which is much too long. You should have multiple vendors on retainer that can be out within a few hours. This is a 24-7 operation and should be managed as such. The front door has been broken for many weeks. Call a vendor and have them repair it! The carpets are filthy throughout. 2) some of the staff do not seem to care about the residents. The woman named No is rude and does not do her job. Multiple residents have complained about her and NOTHING has been done. They are just given lip service and told it would be looked into with NO action. Also, My mom has to ask for coffee every morning even after she orders it. 3) (name removed) is incompetent and inefficient at his job. He takes forever to do simple fixes and leaves a mess. My mom asked him months ago to remove a small piece of furniture and he hasn't done it. His appearance is disgraceful. 4). The quality of the food is terrible. The residents have complained and nothing is being done. 5) overnight monitoring is a joke. When my mom fell she laid there for an hour after she pushed her call button. Unacceptable! 6). Overall the facility is grossly understaffed. (name removed) is cleaning rooms and working in the kitchen. This is absurd as she needs to be training/guiding the staff, hiring staff and managing a resilient facility - not running a vacuum cleaner! It really feels like everything is run to eke out more money for corporate and not with the primary goa
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5
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Have great peace of mind knowing our mother is well cared for
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The people are caring and it shows
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Wait! I meant to hit 5
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(name removed) and the whole team communicate needs/concerns and prioritize the residence's needs.
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Everyone cares about the residents and it shows
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.
Moved my mom from another residence where communication was nil. Here at the Bickford, I am updated on physician visits, falls and overall wellbeing. Living 2 hours away, it eases my mind to have these updates!