Hello, my concern is that there is a large turnover every month or so. My mother has been there about 8 months and we have had two directors, two nurses, (one nurse just left so I believe there will be a substitute for now), the maintenance person left, and several aid turnovers. While I understand that due to compensation needs it may be difficult to retain staff, however, a strong team with positive leadership skills is essential to creating a sought-after facility to both work in and live at. I lead a school and staff of 43 members and over the past 15 years I have learned that if we create a positive environment where the team feels appreciated and like they belong to a team family, many stay despite compensation not being as high as some larger schools around us. Positive, happy, teachers and support staff help to foster positive, happy, elementary students. I have to believe it would be the same at Bickford. I know my mom is aware that people keep leaving and it makes her feel unsafe. I assure her she is safe and I would never leave her somewhere that that is not true. But residents, just like children, feel the climate of their surroundings. (name removed), The happiness coordinator, is the best example of sharing positivity and creating a culture if kindness.

1. I have repeatedly ask for light bulbS to be changed in my dad's room. 2. (name removed)(caregiver) is rude and disrespectful to my dad. 3. The whole place is dark and depressing. Paint lighter, happier colors. 4. Staff turnover is ridiculous.

We had our Thanksgiving meal with our mom at Bickford. (names removed) helped to make our meal special. I contacted (name removed), Health and Wellness Director, on a Sunday evening with a concern. She promptly took care of the issue. We were very grateful for her quick response.

My mother is very happy with the aides, (name removed) and the meals. I am not happy with the lack of communication.

We are very happy to have Bickford of Portage finally, fully staffed with very capable leaders. The Executive Director, Health and Wellness Director and Family Advocate are a great team!

The Health and Wellness Director is awesome. She is responsive and caring. The BFMs take good care of our parent and find ways to help her engage in the Montessori program. They also have a good understanding of our parent and relate well with her. Our parent doesn't remember names but calls many of the BFMs her friends.

We had a family wedding and (name removed) was very sweet and helped our mom get ready. (name removed) also came in on a weekend to help with our mom's hair. We sincerely appreciate how all the staff takes care of our mom. They even had her nails done to match her dress! | Communication is one issue that is not the best. We haven't seen a weekly update in several weeks. It is hard to get someone to answer the phone on weekends.

Wonderful staff!!

The phones continue to be an issue. It is very hard, especially on the weekends, to get someone to answer the phone. It is very frustrating. The phone eventually goes to the director's vm. That doesn't help if you are returning a call or need to notify the staff of an issue. This also happens on the weekdays, however on the weekdays I receive a call back. I was told the phones have caller ID. (name removed) is awesome with calling back during the week | The new Health and Wellness Director has been good with communicating about my parent and helping with their health issues.

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.

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.