I truly appreciate all the love and care my mom receives at Bickford! Thank you!

There continues to be a lack of programming for memory care residents in Crystal Lake. I'm concerned with all the techs have to do and due to the acuity of the patients how they would ever be able to implement the activity schedules that sit on the counter. It would be a quality investment for Bickford to spend dollars on ACTIVITY AIDS so residents could get the psychological and social stimulation their brains need not to mention increased quality of life they deserve. And for the techs to not have that responsibility as they already do patient care, clean up, serve meals, and do laundry? I would love to see this seriously considered to bring more joy and stimulation to the residents.

We are so grateful for the wonderful, compassionate care you provide our parents.

(name removed) has not fallen down! She is doing very well thanks to the whole team!

Thanks for letting me know what (name removed) needs and wants.

Helping patients & family with convenience of health care. Working angle of in house eye exams!

The leadership staff does the bare minimum and follow through the last several months has been lacking. Constant billing issues, no communication when medication was changed on why dexcom patches could not be ordered until i had to follow up. Then when moving my mother out of bickford no communication to the vendor on prescriptions to cancel so they were ordered and we were billed for them. Honestly, great facility. The nursing staff has been great but ever since (name removed) left the leadership staff there has had turnover and lack of follow through.

There continues to be a lack of activity and programming as well as lack of attention given to holidays in memory care at Crystal Lake. Additionally, while visiting on Easter Sunday, there was a highly agitated female patient(same one as I have referenced before) yelling at the top of her lungs which went unmanaged for at least an hour of our visit and was continuing while we attempted to say goodbye to our loved one. Staff stood in the hall watching the resident continue to escalate. Nurse was also aware. I'm unsure what measures were taken, staffs response appeared to be to wait it out and watch her yell???? The resident should not be out disrupting the entire community. We witnessed another resident in tears and another asking us if we could please call the police because they were so disturbed by the commotion this one resident was causing. Some input from an outsider who's worked geriatric and adult psych for 15 years: 1. Medicate early when the person is initially showing signs of distress or ask the doctor for a standing order to proactively give if resident tends to escalate in afternoon. Maybe this has been done? Perhaps an increase or a different med is necessary??? 2. Isolate the resident bringing her to her room with a staff who can sit with her and attempt distraction. Music, sensory or comfort basket. What might she find comforting? The other residents should not have to endure screaming and yelling for an hour as you could imagine this often escalates agitation and anxiety of the other residents. Training on managing/ redirecting agitated residents is | It has come to my knowledge these comments are public and that is not my intent. My intent is for the directors and decision makers to implement systemic changes. The staff/techs are doing the best they can with what they have. Please make the above comment confidential. Thank you~

I do appreciate all your help and support, just a bit concerned that maybe you're understaffed....

Very friendly staff. Always in contact. Keeping my Aunt safe!

The staff are working very hard, and we so appreciate it! Weve noticed residents in memory care do not get the same holiday fun activities and the activities are not happening in general. For example, Valentines Day, nothing happened in memory care however there was a fun party w special cupcakes in the assisted living side. If there was something similar in memory care families were not aware. I see table items out when I visit but very minimal interaction. I never see use of bowling pins, a spiritual service or sing along, art/craft etc. It is unacceptable in my opinion. The Unit needs activity aids as staff have enough with all they are already doing. There has been a highly agitated patient yelling quite often and while this is taxing to staff, which I understand from working in behavioral health for 20 years, the staff literally ignored the resident and allowed myself and other residents to try to intervene. The resident was agitated, yelling and banging on the doors, Nurse was aware. This has happened with the same resident several times and there is very little behavioral intervention such as distraction etc. Perhaps there's room for training on redirection. The resident should have been offered medication in my opinion as she was quite anxious and agitated. She has gotten in people's faces as well so I feel this should be addressed with her tx team very soon as it poses a safety issue. There is still no cable television which is a common form of relaxation and entertainment???? I'm sure the men would enjoy watching baseball soon. Appreciate any improvements a

More staff now, Always clean, decorated nicely, Lots of activities, staff really cares!