Bickford is a very nice facility, and the staff is very friendly. The only complaint is that the communication is very poor. Unless you call and ask, you have no idea what's going on with your loved one. And even when you ask you don't get any real information. They talk about doctor visits and hairdressing appointments, but none of these seem to happen and no one seems to know when they will. Other than communication, we are very happy with the place.

Such a loving and kind staff. They make you feel like family! Very attentive. Excellent meals with lots of variety!

I believe improvements are happening, especially with regard to the much needed physical renovations to the facility. Also, it is nice that the residents are receiving the dining room menus for the week in advance. That is helpful for families when they visit to know what is being served to their loved ones.

It could be higher except that my aunt's toilet was non working from Friday. Hopefully, it is getting fixed today.

Sounds like plain Hotdogs for dinner last night due to cooks being sick ? That's not good enough...it all comes back to not enough staffing in any area to adjust to emergencies that come up with staff members. Your residents always pay the price...and that is not fair...at all

I have been trying to get a Directv box with a voice activated remote for my Dad since October. He has trouble pushing the buttons on his TV remote for the channel he wants due to macular degeneration. I believe other residents could benefit from this as well. I have been in contact with several employees about this with no success. I check in about every 2 weeks and no one gets back to me. Very disappointed in communication with this issue.

The staff is so very kind and caring for my Mom, who is not independently mobile and requires a significant amount assistance. She has the beginnings of dementia, but is always complimentary of the staff who take care of her. I appreciate that they do the things that I can't and they are always sweet to her. I love that Bickford is getting a "refresh": feel like that's a positive for residents and staff alike!

Dad let me know many times that he was not happy at Bickford, but that other senior living facilities were no better from what he heard. Staff had improved somewhat but was still inconsistent. There were some CNAs that were very attentive and he appreciated that. It took a long time to get the bad smell out of the first floor, but it is much better now. He resented the CNAs that let residents sit in their wheelchairs after eating and having to wait a long time to be taken back to their rooms. apartment cleaning has been inconsistent lately. But the biggest and most consistent complaint was the food. It was very often served cold or very late because a cook showed up or not at all. And the quality could always be better. There were a few people there that were a big help and a pleasure to know ((name removed) and others). Dad is gone know, but he and I appreciate them. Please strive to do better than the rest. The only facilities we know are better are run by the Apostolic Christians. Thank you for all you did for mom and dad.

My biggest disappointment is that I do not get written information when (name removed) has been screaming at staff slamming things. I have a doctor's appointment this Thursday and information from the staff would be greatly appreciated.

I am very grateful for the service you provide my parents

I know this is a transformational time with staff but it seems that no one is ever in the Cottage. We've also asked for a meeting to go over care needs and have yet to have that meeting scheduled for (name removed)

Residents have not had their applications cleaned in over a month. Loss of an employee should not cause hardship to the residents. Management should have made other arrangements. Is management considering a rebate on that portion of the rent? Residents are owed that.

Service's by contract plan are not being preformed on regular basis.

Staff up and quit- our director has changed twice since June I have no idea how to meet with the new DON since (name removed) left My mom has fallen 4 times in the past month Need an updated care plan and no idea who to go through or how to make changes

I feel Bickford is doing a good job trying to keep me informed about my sister (name removed). I know how much frustration I am dealing with about her . Just want the staff to keep me informed about her.

It's always the same...having enough staffing and ability to respond to call button

It seemed like things weee improving for a while when (name removed) took over as the director. However in the last few weeks some of the same problems seem to be happening as before such as being short staffed and poor food quality. I have also heard two strange new policy changes that I want more information on but I haven't been able to get a hold of (name removed) when calling. These policies that I heard from my mom are: 1) My mom was told that residents need to supply plastic gloves to the staff when they are working. As much as the resident residents pay I think Bickford needs to provide all required supplies to the staff 2) My mom said the staff are required to set a timer when helping residents for something such as the bathroom. My mom was not clear if that could be for billing purposes. Is this just a measurement tool only or is it related to billing? I suspect these two things may be just misunderstandings on my mom's part but the staff seem to be confused about these things too.

The staff at Bickford take great care of all the residents at Bickford. I appreciate all the staff and what they do.

We continue to be so pleased with the level of care my sister receives. Food and activities are very good as well!

The housekeeper who has been repeatedly accused of being rude, aggressively tormenting him, and stealing many personal items from my Dad (and was removed from cleaning his room), has been reassigned to clean his room again. The stealing and verbal abuse has started up again, and my Dad said he doesn't want anything for Xmas because he doesn't want those gifts to be stolen. Please do something about this!

Things are improving. There are many good staff I hope will stay.

Medications are not given the correct way.

Very pleased. My mom is in the best place. The staff has been fantastic. Very attentive and prompt in responding. They are great!

I am unhappy with the number of times (name removed) misses her shower. She only wants one a week, so if anyone misses their shower, it should NOT be her! It should be Mondays for showers.

The parking lot/ grounds could use a much better job of snow removal...

The people who work at the cottage are all wonderful, caring, positive, kind, and always working for their patients well being.

New month - but mostly the same stuff…need more training for dementia, no follow-through, no accountability, it's always dirty. When my family & I arrived to visit my Dad on Saturday - there was a caregiver sitting at the table in the TV room just playing on her phone. She didn't even try to hide it. The room was full of residents - she wasn't talking to any of them & she didn't ask us if we needed any help. The last time we visited, my Dad was out of gloves & wipes - but no one there on the weekend had the key to access his wipes & gloves provided by hospice. The only reason I gave a 2 is because (name removed) the nurse & (name removed) the caregiver both did a great job working with my Dad while I was there. I have witnessed them working with him before & they both genuinely seem to care.

My aunt had a large bruise on her forehead and top of her head. When they looked at it, they said it was old and acted like they never saw it. This is unbelievable because it was the first thing I saw. If it was old then it should've reported and I should've been notified asap.

Excellent care! Food delicious. Nice activities. Beautiful housing accommodations.

All of the staff seem to have the residents in their mines. They are smiling all the time

I gave a 2 instead of a 1 because I have seen small signs of improvement. However, I still feel that there are serious fundamental problems at Bickford, such as low staffing levels, poor quality of food, and poor quality of the overall dining experience during meals.

-Lack of caregiver training, for both cares and working with adults with dementia. -Need for more caregivers. Continue to take in more residents when you’re not taking care of the ones already there. -No happiness coordinator. -No bread basket manager. -No Friday email update again on 8/29. -No update on a meet and greet for the new director. -The dining room is not big enough for all the residents to be in there safely at the same time. It gets very chaotic and loud in there which isn’t good for the residents. Too much noise makes many of them feel overwhelmed & they may act out.

The CNAs are so good with my Dad. I wish (name removed) hadn't left. If time allows, would it be possible to get the carpet cleaned in the elevator and the dining room. Carpet appears heavily stained. Also, several months ago, (name removed) had told the residents that Bickford was getting a partial remodel. Any time frame on that?

Happy that a Director was hired. And hope an Activity person will be hired soon. Several have been doing a great job filling in. Reading to them, taking several out to the courtyard. I know it's hard to keep all of them engaged in the same Activity. Is it possible to get " Pet Collective" on one of the TVs? It plays at my husband's PT ~ waiting rooms. Thought the residents might enjoy. I think it is available on Roku TV.

I have to say the main thing here for all the people is that they want good food we seem to have a good cook that's really trying hard and we now have a prep person that helps in the kitchen and they both seem to be doing pretty good I hear a lot more positive about the food than I did. I like it that you also have I can't remember his name (name removed) or something who's here who travels and will help the cooks do things I brought up a concern about SOS on toast and he looked it up and he saw what I was talking about he never was raised eating it but a lot of us older people here work. He's very personable and he really acts like he likes to cook and his food look good

Not been very happy since my parents moved in at the end of January. They promise you everything and give you nothing. ((name removed) is just there to sign you up!) It's been 7 months. The kitchen is totally inconsistent. You never know how long it will take you to get served, or if it will be edible. The nurses and cnas try, but they have no director. We were sorry to see (name removed) go. She really tried to help, but her hands were tied. (name removed) is great and trying to hold down the fort. We have no problem with most of the employees. Must be the management. Will be hard to move again at their age, but looking.

You fired the activity director and all the staff is new and I don't know them my mom has developed pressure sores

The staff is so supportive !

False promises and feel as if I was misled on billing month one. No return call from Jori when requested x 2. No help with Veterans assistance after requested. Still waiting on return call re: billing and it's due TODAY! The (name removed) and aids are great.

I've received 3 calls from her in a week wanting to go home. I was in Boston last week. Is something going on?

I do not mind if they post my comment I love Beckford it is a very comfortable place it feels like home to me and we've got a really nice group of people working here and we've got a really nice group of people living here I've met and made friends with a lot of people. And I am glad that Bickford is not a great big glomeration owned by a whole bunch of people and that it is a family owned business that makes me feel more comfortable thank you for asking for my input

Done

I appreciate being able to count on Mondays being her shower days. Took awhile to get it consistent. | F | Oops. Disregard.

I have been trying to get some answers on a pet policy update for my sister. Have tried emailing and phone calls, but nobody gets back to me. Today I did send a text message.

Place is dirty, promises for improvement have not been kept. Elevator keeps breaking. Common areas need improvement, not enough staff for deep cleaning, terrible internet, food is often sub par, and continuing water main breaks. Office manager is great, but can only do so much. Corporate involvement and investment is embarrassing. Resident numbers have nearly doubled since our move in, and still understaffed, filthy, and poor quality food. Shame.

I have not received any updates from the director about changes or progress of things that are being made. The director has my email address for communications.

The food is the big problem. Everything else is fine. But food is something that seniors look forward to.

Same as last month. My Dad sitting in poopy depends or depends soaked with urine because caregivers do not take the time to check on him - not acceptable. Caregivers who sit in the main room on their phones rather than interacting with the residents - not acceptable. It seems like my family & I spend more time interacting with other residents than most of the caregivers. Train them how to hold a conversation - it's really not that hard & it makes them so happy. Also - stop posting on Facebook about how amazing Bickford is just to get people to move in so you can make more money. I have laughed out loud at some of the posts that have been made about the "amazing food" & how cared for the residents will be. It's not happening in the Peoria Cottage.

Done

The management and director are doing everything possible to improve conditions. However, they are not getting the support or funding to provide needed changes from upper management. 1. Staffing levels are sub-par: in aids and in the kitchen. There are not enough aids to service all the residents. And, due to low pay and being overworked, they quit. 2. The very bad smell from pets on the ground floor is overwhelming and has been a problem for over a year. Resent additions of 2 air purifiers have not helped. Trash is not emptied often enough, especially for those with pets that need it often. 3. The kitchen staff and servers do not communicate with each other. There seems to be no leadership there. Residents used to get daily menus but not anymore. Food is routinely served late and cold. The selection of meals and quality of the food is often poor. You need to hire a qualified cook and pay them a wage that will keep the there. Response times from aids exceeds acceptable limits when they are paged for emergencies- often taking more than 30 or 45 minutes to respond. See lack of staff. 4. Cleaning services for the apartments and common areas have been reduced. They no longer wash dishes, which can be problematic for many residents. Vacuuming of common areas rarely happens. See lack of staff.

Monday night her shower was missed. She only wants one shower per week so it is very concerning when it is missed. IF she has a beauty appointment, the Monday shower is much more advantageous so as to NOT adversely affect her "do." |

It all has to do with having enough "staffing" NOT minimum staffing the law requires!

There are a number of changes being made with the staff, activities, and dining arrangement. I hope to see some of these changes being implemented.

There continue to be issues that we have told you about for months. It is frustrating. Our Dad pays good money to live there & he should be treated with dignity & respect. He worked hard his whole life to earn that money & deserves to be treated the way Bickford promises in all your ads. The only reason I gave a 2 is because a few of the caregivers & nurses go above & beyond to make sure the residents are cared for. I would describe Bickford's Peoria Cottage as a shitshow from the moment our Dad moved in last January. People lie & make it seem amazing - but they are not there day to day to see what it's really like. How many directors have come & gone in the last year & a half?!? Something needs to be done. We won't stop advocating for the residents because they can't advocate for themselves. You can do better.

Disheartened to know (name removed) is being moved before another Director can be hired. The Cottage went months without a Director. Without a head Nurse or Director there is no leadership. The residents deserve to have someone in charge. Their needs are great. It is nice to have some extra help but as soon as (name removed) is gone it will be difficult for things to be accomplished.

The staff here are working very hard to do a lot of changes to get workers in here and keep the place running from all staff have been fantastic and the head staff have been working there self constantly trying to keep Beckford to the best it should be. I love living here it's a great place and it seems a lot other people think so too because we are pretty full. Thank you for asking

First, who are you?

She's not showered when I visit. Yesterday there were apparently no cooks to make lunch. Luckily I had taken her to lunch. Her clothes and towels always look unwashed. I've repeatedly asked for a weekly list of supplies she needs.

Done

Food service Seems to be an issue still. Alta has special needs... Parkinson's and dental issues. Needs softer foods that she can manage. Seems to take a long time to get served. She needs more time to eat than most. Also I'm looking for silverware that she can manage but is plastic coated so it doesn't make as much noise. Annoying to her tablemates. |

There have been quite a few changes here with hiring more help more cooks and the food is definitely on the upsweep of being very delicious. Add the kitchen manager is really doing good to make everybody happy and to try to fix the problems of the past thank you for hiring him and also all the other new cooks that you've got

Thank you for hiring more needed staff. Makes a huge difference.

The only reason I'm not giving a 1 is that I realize that (name removed) is hiring new people and working hard to turn things around. I appreciate that a lot. However, I still give a low rating because none of the changes have had a positive impact on my Mom. She still mentions that the quality of the food and overall meal experience is very poor. So much that she asks me to bring her a carryout hamburger from Wendy's or Culver's any time I come to see her. On top of that her table in the dining room is close to the kitchen and she said it's been very hot for the last few weeks. A hot room is very uncomfortable for my mom with her medical condition. I hope my mom and the other residents will benefit from all the improvement efforts soon.