It's so easy to complain but instead I want to thank everyone, for digging deep for patience. Mom has tested everyone's patience the last couple of weeks but through it all, I still see the caring that makes you such a good team. Thank you

There are some amazing girls: (name removed) is amazing! (name removed) is a doll & good with mom, (name removed) is great, (name removed) is amazing, (name removed) is so good!! (name removed) is so good. (name removed) had mom last weekend when she reached to the first dose of antibiotics: bless her heart she stepped up! I had called and spoke to her and thanked her for her compassion. They need to remember to check her under breast and powder. I think most do but when I'm not there I don't know. The man in the amigo needs to slow down!! He also has rude tendencies if people are in his way. I know you can't control personality but I think you can control his "speed!" He thinks he owns the place! I noticed some burnt out lights in the car port. Need to remind not to flush the wipes! I put a note up in mom's bathroom. The clean up is better. I haven't found another big mess since the last one. Staff need to have a conversation about team work at meal time: set up/drink preparation. It should be all hands on deck once residents are at their tables. Get to table by 5:00, Sitting there waiting for water or coffee for over 20 minutes and 1/2 set tables isn't far to them. Then of course wait for the meal to be served, understand that. Time management seems very lacks on weekends. Thank you for doing what you can.

Everyone at Bickford is very caring. They are truly concerned for the residents. All big hearted people.

It seems there is a lot of issues on weekends with the staff and their time management. I've been there the last several Sunday afternoons. April 30 residents sat for dinner over 30 minutes with no water or coffee, 4 tables waited longer for food as 1/2 ate "some" kind of turkey meal. Staff stood around with no sense of order. All residents were at their tables... no pagers going off. Bedtime was about the same as always: come in, get her changed into bed 1/2 ass. No teeth brushed or face washed. Is that not part of nighttime protocol? Why does she have 300 points for toileting and some are not doing all required to do??? Morning's mom says they don't even pick/comb her hair out!! I see that when I come. They know she can't do that!! Heck they don't tidy the toilet up after an "accident". Mom won't ask, sometimes she may. I straighten her up and do the hygiene, I clean up. That's when I'm there!! When (name removed), (name removed)( tiny little gal long hair with red yes sir (name removed)(she's a med passer too), (name removed)( older gal), (name removed) have her it's so nice! I'm sorry I'm not good with all those names.

More staff needed on weekends!

Thank you for being amazing. I wouldn't have been able to enjoy my recent vacation if I didn't have amazing people taking care of mom.

I appreciate all the hard work you have put into Bickford. Some things you've had to do a lot of us don't agree with but it's not your control. I'm concerned about the fact mom is not being checked under her breast when being cleaned up... she's has the "rash" that appears from warmth. There's a medicated powder someone ordered from Dr AND I have cornstarch powder in her bathroom/closet. Also the clean up in the bathroom... I have cleaning wipes in there and it should be automatic to wipe off the toilet seat AND grab bar!! As I stated before: I have found stool even on her personal wipe package! The girls need to slow down and do a visual check after toileting. Two minute wipe down! Mom is already embarrassed from having a mess they need to clean. It's all a process. Bless you for your dedication.

I really appreciate how the team there works together to give my mom such good care. And when I have questions, they sweetly answer them and get back to me immediately. Special shout-outs to (name removed).

Also, she is losing towels.

Missing clothes, sheets, blankets, etc. Afraid to leave anything nice in her room and don't understand why things constantly come up missing when laundry is done.

Every staff member I've had contact with has been wonderful. I just met (name removed) this last week, and I really appreciate how he offered to make special accommodations to make sure my mom had softer foods to eat after her dental procedure. He even said he would puree her food if needed. Made my day to be reminded of what great care Mom gets at Bickford. You all are a blessing!

In my opinion, (name removed) is irreplaceable. She is the best. I've been through a couple managers that weren't, I know what I'm talking about out! (name removed) is amazing and we are just getting to (name removed) but I'm sure she'll be a great addition to the team. Our caregivers are second to none, individually and as a team. I don't want to leave anyone out, the entire team at Bickford Saginaw Township is wonderful.

Disappointed to learn that LPN positions were eliminated. These folks were good care givers to my mom

Im very happy with the staff that have stepped up to their responsibilities. (name removed) and (name removed) are amazing with mom. They take the extra time to make sure she is clean and check under her breast for any irritation. Not everyone is doing that, because certain times the irritation is more than others. I know it's an extra step, but it's important to be checked and have the powder applied. Also in evening prep staff need to take a minute to have her brush her teeth, wash her "good" hand and face. Mom has said only a few girls do it. You know mom won't "ask" because "they're so busy." (name removed) is sweet but seems to be pre-occupied and hurry's through her evening prep, missing teeth etc. She needs to work on her time management. I don't know day shift staff well but I have seen her toilet, not all the time, will not be "wiped off" after she's had BM. I have disinfectant wipes in her bathroom for this reason. It's not a fun chore but when I go check her room out there is stool on the seat top/side/under, and on front porcelain. They need to do a visual check, that's not something to neglect. Mom is already embarrassed about her mess. I've also found stool on the outside of the wipes package! YES! I get that there are times it's very bad... but please take a minute to check EVERYWHERE when they are cleaning up!! Busy or not it's a health issue!! I personally have cleaned up more than not. I wonder what other bathrooms look like and not just on the regular cleaning day ?? You know the major disappointment and anger I (we) have with the LPN's being let go. The daughters of Bickfo

I appreciate so much how you all take care of my mom. I appreciate your sweet attitudes and helpful hearts to her and me. A special shout-out to those of you who remember to knock on her door and wait for her to answer you before going in the room. That courteous gesture helps with her mood and makes her, and me, feel like she's being heard and respected. I know you can't always wait long, and I realize she doesn't always hear or respond loudly, but your thoughtfulness is appreciated.

I'm so grateful for everyone, I haven't been able to visit as I normally do and the peace of mind that mom was ok and taken care of is priceless.

Over all Bickford is a good place. I know staff can get involved with one resident that may take extra time. That's a good thing really! I've been visiting from 2:00 pm on and no comes in till close to 4:30! It's happened more than once. Not even to just check on her, so if she's alone... she's not getting a safety checked either! And you know mom can't "feel" if she's wet etc. Sometimes she can but that's not the point! I think it's important that when there are activities that mom gets taken down, even if she says no. Once she's there at least she's not alone. Even if she doesn't do or participate she's out of the room. Not to be disrespectful of course. She's been very adamant that she has another room, she has a different bed etc. I have no clue why this started, well dementia. Thank you for your dedication and compassion for her and the residents.

There's been some improvement with staff members as far as keeping mom on a bathroom routine. I know it can get busy with some residents etc. Like any where, you have to prioritize important tasks. She's being kept safe and clean. I still struggle with the "point system" to charge them and the fact Bickford is the only facility to do so! And the most expensive facility!! I have not contacted (name removed) ... I don't think it would make a difference. I hope this new year will be positive and healthy for you, your family and everyone at Bickford. Thank you for staying with us.

I'll say again that I appreciate (name removed) dedication in leading the pack in Saginaw. I do, however, still have concern as to why we can seem to keep leaders (other than (name removed)) very long... especially in the nursing area. (name removed) has been great...but we know she's only temporary. It's hard to try to get to know all the residents and their med needs. I know and appreciate that others are helping from other branches, but the consistency of care is so important… especially with these seniors. Has the Corp office ever considered making more space for administrative offices. Current areas are so cramped. Doesn't seem conducive to be organized and do what's needed to do their job well. What about having someone that answers phone and keeps an eye one door. At least during daytime hours. Many times that I've called and no one answers or it rings for a very long time. We've not had major health issues in recent months but I can't imagine if we had, and it having the consistency and trust of care from people we know well. It's just hard. And I know (name removed) is dedicated but wonder when she will be unable to carry the consistency or the majority of the communication load. Burnout worries me. Felt the need to share this. Thank you.

There has been many positive attempts to get the whole staff on a consistent care schedule for everyone. There will be times that things happen and adjustments need to be made, that's life in this type of facility. In general it's been improved. They still need to insist that mom go into the bathroom: Check/ change or leave. Also, all staff need to be responsible for cleaning up the bathroom after caring for mom. That means soiled wash clothes put in hamper not left on the shower floor, toothbrush and paste put back into med cabinet not in her sink or makeup bag! Pick up soiled wipes off floor!! Also clean toilet seat when soiled with the sanitary wipes I have in there. They need to complete their tasks. The Thanksgiving meal was very good!! You could see all the plates were cleaned up!! The regular meals will always be an issue... sadly Corrupt doesn't listen to families. They need to eat those meals! I am still not convinced that this "point system" is appropriate. I have not contacted (name removed) yet... but I will be. The outrageous cost is beyond reasonable compared to 5 other all inclusive facilities in the area. I do recommend that all staff please wear their name tags up high and everyday. I've spoke to others and we agree: we can't keep up with new faces and names! I'm very concerned why this facility can't keep nurses!?! Is it because they call out problems, advocate more strongly for residents issues? It's very strange. I know you can't babysit everyone, you're one person with a thousand problems and mounds of paperwork. Thank you for being visible and k

I'll say again that I appreciate (name removed) dedication in leading the pack in Saginaw. I do, however, still have concern as to why we can seem to keep leaders (other than (name removed)) very long. One thing I wonder about is their office area. Yes, they need to be in and about the areas where residents are, but their office/planning/administrative areas are so cramped. Doesn't seem conducive to what's needed to do their job well. Love the big addition put into memory care, but don't we need to take care of our own as well...? I know and appreciate that others are helping from other branches, but the consistency of care is so important… especially with these seniors. We've not had major health issues in recent months but I can't imagine if we had, and it having the consistency and trust of care from people we know well. It's just hard. And I know (name removed) is dedicated wonder when she will be unable to carry the consistency load. Felt the need to share this. Thank you.

Thank you to everyone who worked Thanksgiving day ❤️ I really wish we could keep a management team intact. (name removed) PLEASE don't go anywhere. We need you, thanks for what you do. No matter what the reason, a resident shouldn't be told a they are not the only one a care giver has to take care of. It can make that resident feel like they don't matter even though it's probably not what the caregiver meant.

Would be a 5 except I am disappointed with increase in fee for pendant quickly following a large annual increase in rent and service

Kudos to the BFF's that stop in to say hi to mom whether they work with her that day or not. It makes her day

I want to thank you for your constant attempts to "teach" the staff the proper routine of care. I know it's exhausting for you. I'm very happy with the change of routine toileting for mom. I hope that will make a big difference for her UTIs. The one new concern is staff are not keeping her dry/clean under her breast, she has another rash/infection again. (name removed) found it (10-30-24) & put her medicated powder on it , (name removed)brought it to her. I have the cornstarch powder in her bathroom... it should be part of the morning clean up routine: deodorant needs to be put on and powder under her breast. Once again, not that difficult but we have to consider the source. I think the new silverware is a good thing although mom has a tendency to dislike change. I've watched her do much better. I know mom's eyesight is a challenge, it's good some days and off others. Lighting is a factor too. She'll tell me she can't see but reaches for the item!! Being totally blind in her one eye (ugh I can't remember which one!) makes it hard. But I feel she does well! I'm very concerned about the outrageous rent. I've called 5 other all inclusive places and they are at least $4,000 LESS!! With the cost she pays, how are you running out of coffee, bread and other staple items med month or so?? Every meal I've been at it's only two pots made and barely a SMALL cup and a half severed. The ladies have shared their displeasure of COLD food at meals, I've witnessed it too. Not pleasant to eat cold French fries, vegetables, meat, and even soup at times. I have noticed at meal time there is a routine th | UGH I sent before I was done!! I can begin to tell you names because some I've haven't seen or they DO NOT have their name tags VISIBLE!!

So happy that we finally have a caring, understanding and compassionate team of (name removed). Please know how appreciative I am for everything you have done to improve our branch and my Mothers life. Thank you Ladies.

Thanks for all you do to take good care of our loved ones.

I have seen so much happen in the last few months. I have gained more respect for (name removed)! She's shown more dedication to the community than ANY other director in the past. I've witnessed her jump into the kitchen and make the meals, she will come in and work the floors with positive feedback! My Mom said "She is the best girl to take care of me! She is thorough!" I have taken serious concerns to (name removed) and she stepped up 100%. Trying to keep the staff on top of their duties, trying hard to make sure they are doing their care correctly is a huge challenge. I'm a tough family member when it comes to my mom or even other residents. But I feel (name removed) respects that. If I hear things or find my mom unkept I go her with no hesitation. (name removed) is wonderful!! She has compassion, kindness and a sweet but determined aura around her. I can talk to her openly without any hesitation. I also took major concerns to her and she took charge of them. I feel mom's "potty issue" is being addressed. At least she is getting checked. It will be a forever problem getting "the right people" to work. Some do excellent, some do ok and some just barely do. It's not the fault of the director, she can't see into the future work ethic's of those she hires. If there are major issues (name removed) will step up to them with staff. Not an easy task for anyone. As usual the food is always a problem with the residents: mom has had many hot meals served cold (she dislikes cold eggs & toast). Once again: lots to serve little help. The house keeping has improved, thankful for that. The main thing I've noticed and had to

This does not have anything to do with (name removed)… Or your current caregivers. When you were asking for overall satisfaction, I have to say I just continue to wonder why we can't keep our administrators or upper level people for very long… It's very difficult from a family member's standpoint… especially for our loved ones who are super sensitive to consistency in care. We get a groove going, knowing our loved ones' and understood and needs are known and...then they're gone... that's the toughest part… And then there's always confusion as to who to contact about what… Especially knowing the staff is very lean… I feel like it's been that way for so long. Realize it's hard to attain good people… But I be looking at what it takes to keep them? Once we get them? Very concerned.

The problem I have is not with the branch but wherever monthly invoices are sent from. They have been coming later and later each month and this month I never received one. Thank you (name removed) for emailing me copies. Otherwise mom's account would not be current.

Please update your call/help button system! Better monitoring of nightly staff!

The care at Bickford is always wonderful. The staff is very caring, kind, and compassionate. We recently ( roughly 2 +months ago) moved mom into memory care - Mary B's - from assisted living at Bickford. She is always fed, dressed, and cared for, however maybe my first complaint in our 1yr + there. She is always missing items, hairbrush, shoes, bedding, and clothes. Many of the smaller items we completely understand knowing that other residents mistakenly pick up things and those items have all been found and are easily returned but the laundry situation could use some work. Many of her own clothes have disappeared and new ones that are not hers are now in her drawers and closet. The same with the bedding. I purchased two comforters and both have disappeared- replaced with ones that we did not purchase. I've tried to label as much as I can but this never happened prior to moving into Mary B's. It seems there could be a better system for laundering and returning items. In the big scheme of things, it's minor but would be something I'd say needs improvement. Overall we continue to be extremely happy with the care mom receives 24/7 at Bickford!

I won't repeat the same issues with the food selection and the keeping mom's bathroom tidy. My major concern is the safety and cleanliness of my mom. I am still concerned about not having the rail on her bed. I know it's a state issue and there's nothing you can do about it. But it's one of the most ridiculous rules I have ever heard. I do hope that you have had a conversation with the aid that took care of her the morning she "fell" out of bed. I would've rather her tell the truth, then make up the story that she did. As for her tipping out of the wheelchair, that's on mom. She hates anything on her floor. She even told me "as soon as I started to bend over, I realized it wasn't a good decision." I am insisting that when the aids come in, they do not just ask mom if she has to use the bathroom... I want them to automatically take her in and check her!! She is sitting in wet briefs way too long and that is not helping the UTI situation. She needs to be wiped and cleaned with her wipes!! Sunday when I stopped (3:45) her brief was over soaked & her pants & chair pad were wet!! This gal had come in and says " do you need to use the bathroom?" " No I'm fine" She leaves. Mary comes in at 4:30 and I ask her to check mom before dinner... Mom has no real feeling and does not know at times that she is soaking wet. Other times she can feel. The same thing with the BM situation. She should never have been sitting that long in a soiled brief!! May 15 that happened.

Done | Done

I do get concerned when my tells me her morning meds and eye drops are given late. She has had a lot of laser surgery on her one eye as well as a drain put in. The eye drops are very important for irritation that she gets in it.

My brother (resident) was very weak, not himself, and not eating/drinking much. Staff called and thought they should send them to the hospital… I'm grateful that they did…he really did need hospital care for about 5 to 6 days. While he was there, (name removed) visited twice… So helpful… When it was time to make discharge plans, she was also very helpful in getting things into place as he would discharged back to Bickford… Since he has returned, she has also been very communicative and is working hard to coordinate in-branch PT. She understands my brother well and is a great advocate for his care When he returned back… His apartment had been cleaned and organized. (name removed) have been very helpful and kind as well.