Bickford of Rockford
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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 Rockford
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78
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Reviews with Comments
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My mom had an issue Thursday that I wanted them to be aware of and I called 2 times Thursday night and no one answered either time and I left one message to please call me and I also sent an email with no response. I called again Friday morning and asked if someone would call me and no one has.
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Very on the nursery staff | Overall very lack of responsive | (name removed) appears to really to follow up
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I'm hoping the trash pickup problem will be resolved so it is picked up everyday Those residents who are incontinent can't wait for this Praise for the outside lights working again . Thanks for all the positive vibes from staff
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The cleaning doesn't seem to be as thorough since the gal was laid off/fired/quit. Disappointed that the rates keep going up and now another round of all new furniture in the common areas. This is twice in one year!! Sam keeps asking for the stationary bike to be brought out of storage but it hasn't happened.
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When my mother moved in August of 23 it felt like a loving and caring home. Now it feels like a corporate facility. There turnover in staff makes it very hard for older people. One of the hardest things for them is change and there sure has been a lot of that. I'm not sure why this is happening but you need to find out. There are three employees that are exceptional, (name removed). Please take care not to lose them. Thank you.
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Lack of adequate response following mom's death, a long time resident.
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Disappointed with the continual increase in charges. In two years the increase has been just under 25%!!!
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(name removed) is wonderful. All the staff/caregivers easy to work with. They are all pleasant and accommodating. They all take good care of my dad.
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The renovations are looking good | If my mom is happy we are happy, and my mom is very happy with table friends and staff, all very kind
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I still have concern about the response to call buttons. It appears there is a protocol set up, but I would appreciate if it is reviewed with the residents and the staff. Thank you for this consideration.
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Would like to play poker again, it's one of my favorites, would like lights in closet
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I was promised that someone would clean and look at my moms window since water drips on it. This has been an ongoing issue and reported multiple times. Last month, I was told that the corporate maintenance person would look at it and get this resolved. At least I would expect that it be cleaned | I'm not sure what good it does since last month I also mentioned this and it's still not addressed.
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I no longer live there
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Staff is cheerful positive and helpful .
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My moms window has never been right and it's upsetting to her. Water drips on it from the air conditioner above it causing marks. She has mentioned this multiple times and now feels there is no use in saying anything because no one does anything about it. The lights on the outdoor walkway do not work, and have not for a very long time causing a safety hazard and again with her saying something multiple times, it does not get fixed. She had a leak in her ceiling and now a bubble in it, it's been looked at but nothing more. Many times my mom does not go up for meals because there is nothing on menu that she likes. It would be so nice if there could be some more options to her liking. I would also appreciate if she didn't show up for a meal, that she be checked on to be sure she is ok and just not assume she chose not to come. We love the staff and hate to complain, but the issues I've mentioned have been long standing.
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Would like lights in closets, painted outdoor walking area around bldg, poker back on activity calendar | My mom is happy and safe at the Bickford, the staff are all kind and caring
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A question for the administration...will there be a credit for housing since the elevator has been out of use for the past almost week?
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The way (name removed) handled the elevator event was incredible. My mom is very happy here
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Would like to have poker again, my mom loved it when they used to have it., painted walkway around building, light in closets
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The staff have been very kind, supportive and accommodating for (name removed) as he was in quarantine for COVID and got a little cabin fever by the end of the 10 days. The staff seem to be very in-tune to the residents.
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Great place, friendly caring workers, and my mom feels very comfortable there, thank you
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.
It has been a rough month at Bickford. Certain things came to light that I was not aware of. I actually just mailed a letter stating my concerns to Director (name removed).