Bickford of Lancaster
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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 Lancaster
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111
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61
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12
Reviews with Comments
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If this were based solely on the kitchen - food and service, the rating would have been a 1. It's pathetic and hard to get dad to even go down to eat he's so disappointed. The call lights have been better. There have still been some long ones - especially on the weekends with not enough staffing. Happy the podiatrist finally got here. Still waiting on a night nurse - I would feel a lot more comfortable knowing there is one to take care of an emergency.
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Would like to get a keyto enter and exit without waiting
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The facility is nice. Patient care is horrible. I know mom went 2 separate 24 hour periods with no food.
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Every day is fine
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My score would be a 5 if the handicap doors were working. It is frustrating trying to take mom in and out when they are not working.
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Not enough workers
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Hello, the family of (name removed) is very satisfied and pleased with the care that she is getting. The aides are all very nice and helpful to Mom. We like that they r getting her out of her room more for dinner and activities. We do have one complaint about the DIRECTV situation. How soon will Spectrum be put back into the Bickford? Mother is really missing the local news and local channels, especially in the evenings with the game shows. Thank You
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They're working with me
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Bickford does hers my concerns but I don't always see consistent follow through.(name removed) does a great job responding to my concerns but I don't see consistent follow thru such as cleanliness and meals
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Always helpful kindly.
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Fine | Your welcome
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I've been very pleased with the care that my mother has received since being diagnosed with Covid this past week. The staff was very informative and attentive to her needs during this time of illness for her.
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Very helpful and caring.
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Talk later? | Thanks
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After talking with (Name Removed) I realize it is hard to keep everyone happy and there is always someone with a complaint about something.
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We have decided to move our dad elsewhere, which should tell you all you need to know.
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5
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Hole in my mothers ceiling and water comes in. I pointed this out to (Name Removed) directly and now she denies she was told and says ut was in my mothers previous room. It was not. Lot of storms here lately. Definitely looking to move my mother out of Bickford.
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Handled my mothers isolation well. Food still is spotty. You need to have local kitchens base their menus on availability of ingredients. The number of omissions and flat out deletions are ridiculous. The highlight of these residents days are meals and you do that poorly.
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I remain grateful for the help and care of the staff. Thanks.
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.
I still haven't received a key fob for getting in and out, it's pretty inconvenient.