I have left several messages for (name removed) to return my call. She has not. I have not been given any other phone numbers if I have questions and there aren't any clear points of contact on the website. The staff that works with my mom are wonderful but the management needs to be more responsive.

Evening and weekend staffing is lacking

All of the staff with whom I have interacted have been professional and compassionate both with my mother and me, as well as with other residents. I'm so thankful we found Bickford.

It still seems like there is not enough help.

Bickford of Portage has lost another nurse. This is so discouraging! The regional nurse that Portage shares with Battle Creek is very good and responds to email and calls very quickly. Thankful she is part of the team. However a head nurse fully devoted to the Portage branch is needed! Staffing at the branch is not the best. The memory care area should have 3 staff at all times. Many times when I call or visit, only 2 staff people are taking care of the residents. The 2 staff are very good with my parent. I feel it is unfair to them that the building is not fully staffed. Whose responsibility is this?

Also, I'm sure I left someone out - but I didn't mean to | Also (name removed) and (name removed) went out of their way to make sure I was alright. So kind.

I would say 4.5. There are so few residents in Mary B right now that the ratio is manageable for the excellent, hard working staff. It's so important for the people working in the memory care area to truly know the residents and all their dementia quirks, and the staff we have now is fabulous!! Please clean the yellow couches though.

The aides are wonderful!! They are patient and kind to the residents. There aren't enough of them in MaryB's....they are so overworked due to the residents' needs. The director needs to go! I emailed her on Sunday night about my mom's missing belongings ( they have her name on them) and about when the podiatrist would be coming to trim toenails. It's now Friday and she hasn't responded yet! She is not a good fit for Bickford. The price has gone up and Bickford DID NOT step up and wash my mom's hair on Christmas Eve when Hospice didn't come that day, her normal shower day. The price is going up and the service is going down.

You made mistakes on the first billing cycle; the family coordinator still hasn't added my email to receive the monthly activity calendar after 2 requests; the TV system was down for a week plus with no communication on that or how that credit would show on monthly billing. And your electronic billing statements arrive less than a week before due date, which is ridiculous.

Not enough staff in memory care

Why should I give feedback? Every time I give feedback back on things that aren't right, nothing ever happens. It's a waste of my time

Glad to see that management is staffed again. I have high hopes for our new wellness coordinator.

My mom is not being showered on regular basis, her shoes are on the wrong feet with mismatched socks and I see her in the same clothes for days or until I have helped her change them. I have spoke with staff about this multiple times. Besides that most of the staff is wonderful and it is a beautiful facility. I know my mom is safe there.

The staff at Bickford of Portage is great and show care and concern for my parent. I notice there are only 2 staff (a med tech and care worker) in the memory care area many times when I am with my parent. I wish there were 3. Majority of care homes have 3 dedicated staff at all times in a memory care area. It would be nice if the Bickford of Portage staff were better supported by management. The phone system is terrible! If no one answers the line will disconnect. If someone does answer and I need to be transferred, the phone disconnects. I have called other branches of Bickford and they have an automated system so atleast you can leave a message. I have to call multiple times in order to be able to speak to someone about my parent. If I get a call from Bickford of Portage and miss it, it is very frustrating to call them back. Other care homes have dedicated lines and options to get in touch with caregivers.

Working hard on new staffing!!! Appreciate many of them. Very disappointed that my mom's pants keep disappearing and we have had to buy more every other week. Keeps happening even though we pay for laundry & nothing ever returns to her room. Have had no resolution to this problem that has been occurring for the past months!

Score of 3 for Bickford Management | We are disappointed with how overwhelmed the portage staff has seemed with the additional duties and work hours caused by the loss of the portage branch director and nurse. | I would hope you are providing extra compensation or a bonus for the Portage med techs who have to work without leadership during all the transitions. The Portage Mary B staff as well as the Portage Assisted Living staff are excellent and we appreciate them everyday. I hope the Bickford Management does too.

There aren't enough aides in Mary B's for the needs of the residents. There always needs to be 3 people on a shift. Lacey is wonderful and is vey proactive and helpful. She's very in tune with the residents' needs.

Very excited about the hiring of our new executive director. We know she is committed to the residents and Bickford. I also believe we will have someone that will stay and is committed. Now if we could just find a good nurse that will stay.

Staff ignores call bells consistently. Client left with pull ups on and no pants. When discussed with director, she stated it was clients choice. Asked if she talked to her about it she said no. I can absolutely tell you this is incorrect. Client is wheelchair dependent and has limited movement. Staff leaves her sitting forever, up to an hour, after meals then rolls her in front of community TV, leaving her in her w/c instead of assisting her back to her room and her chair. Do not like current director and glad to see her go (name removed) but why is there such a turnover of directors. Call me,(name removed)

Very very long call light wait times Shortage of staff and staff seemed burnt out not appreciated Newer staff need better training of care plans

I know it is hard but hopefully Bickford is working on getting back to pre Covid staffing and care

(name removed), the activities Director in Mary B's is phenomenal. She is so kind and loving to each of the residents. I can tell she truly cares about them.

Poor management. Complaints about my sister being left without pants on. Director stated that was patients right!!!!! She never asked for that, was embarrassed when family found. I'm certain staff made her uncomfortable to ask for being fully clothed. Many other issues. Very displeased.