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!

My aunt is safe, well fed and very comfortable. She believes Bickford is a miracle | I appreciate all of you! Thank you!!

Overall very happy, just wish someone would have thought to get (name removed) x-rays sooner seeing that she was in pain for a week back in December. You certainly made up for it by not charging her for the time she was in rehab

My mother in law died over a month ago. Stop sending us these | And btw learn how to spell names correctly. Very unprofessional.

Sink, Carpet, and bathroom are always dirty.

Follow through is not quick and lacking.

Wish list items- the memory care in Crystal Lake needs a Bluetooth speaker or music player with oldies playlists. Additionally residents and family would like a t.v. in the dayroom off the dining room to watch favorite shows on regular cable such as Golden Girls and Wheel of Fortune, baseball and football games for the men. I honestly feel it's ludicrous residents do not have access to cable t.v. when they pay over $10,000 a month. But truthfully, I'd rather see you hire Activity Aids than get cable because they actually need and deserve more brain stimulation to promote more positive feelings and decrease anxiety and agitation, boredom etc.

We get a phone call every time she falls which is nice. But there's no communication about having her use a wheelchair now. One day it was In her room and nurse said she was falling too much. Shouldnt that have been discussed with the poa? We have issued several concerns about the awful smell in her room. We r told they clean as best they can. Her care plan says she will be taken to the bathroom before and after meals and every two hours. Her pads will be changed each time. This does not happen. When we talked to (name removed) she would say she would get on the aids to do this again. It is what we r paying for and it should be a regular ongoing thing. We have met the director once when we were touring the place but have not seen or talked to her in more than a year. When our main contact left no one told us and we kept emailing her with no response. Now the main nurse has left and we had to ask who was her replacement. Many times we have been in her room and the bed is soaked with urine, there is feces on the floor and smeared on the toilet and towels r on the floor. She is supposed to get showers twice a week but if she is dressed she does not get them. She loses laundry items constantly. With her name on pants and tops how can do many be lost? Towels, 10+ pairs of pants etc have disappeared. | Oh and you have misspelled our name which is indicative of the lack of follow up.

Wish list items- the memory care in Crystal Lake needs a Bluetooth speaker or music player with oldies playlists. Additionally residents and family would like a t.v. in the dayroom off the dining room to watch favorite shows on regular cable such as Golden Girls and Wheel of Fortune, baseball and football games for the men. I honestly feel it's ludicrous residents do not have access to cable t.v. when they pay over $10,000 a month. But truthfully, I'd rather see you hire Activity Aids than get cable because they actually need and deserve more brain stimulation to promote more positive feelings and decrease anxiety and agitation, boredom etc. | Thank you for your timeü

My mother has lived at Bickford for two and a half years. There are only three people still on staff from when she first moved in. She is charged for the highest level of care needed as well as private pay assistance from Bickford Home-care. I pay $10,000 a month for my mother's care! Her room should be cleaned more often, the food quality should be better, the staff need to be paid better, supported and nurtured so there is less turnover. Overall quality has gone down as price has sky-rocketed. Seems like Olathe office needs to make some changes and put more of the money into the actual facilities. Sales seem more important than care...a complete 180 since she first moved in. Do better! My mother and many other vulnerable people depend on it.

Please have the staff place soiled sheets in the basket labeled "sheets only" so I can pick them up weekly and clean them. Bickford has lost too many sheets the past 5 years. Thank you...