I want to start by acknowledging all the wonderful decor improvements and renewed attention to Mary B's. This is the atmosphere that initially attracted me towards Bickford. My biggest concern continues to be the level of staffing. I don't feel like 2 employees can reasonably be expected to provide care to all the residents. Especially as exisitng residents continue to decline and need more care. And sadly one resident is becoming more anxious/agitated and I fear her recent physical outbursts make it unsafe for everyone. I have personally witnessed my Dad become unsteady and nearly falling due to this resident pulling on him. When both staff members are in a room caring for one resident, it leaves no one supervising the common areas. This is a concern to me because we have residents whose balance is already unsteady and are a high fall risk. Last week when I was there, one resident pulled down her pants in the dining room, sat on a chair, thinking she was in the bathroom and proceeded to have a BM. I ofc ran down to get someone but they couldnt get there immediately. This is NOT a reflection of those staff members. There are residents who require 2 people so they must to work together. My concern is for everyone else while they are tied up. Who is keeping them safe?

I'm very happy with the communication from both (name removed). Both of them have been available to answer my questions and we've been notified, at times, when there's been medical issues. | When there was a medical issue that we were not notified about, they investigated and provided education to the staff. My mom has not always been satisfied with the food provided or choices available. À la cart items and coffee have not always been available. We have been told that the order had not come in, but I believe there should be some autonomy that staff could go to the store to purchase coffee if the need arises.

As I have said before, there are not enough caregivers on each shift. In Mary B's, where my husband is, the residents are left alone for ages while the caregivers are doing other things. I have seen the residents get into the refrigerator, the cupboards, try to drink dish soap, eat coffee creamer cups, pull down their pants and poop on the dining room chair, follow other residents into the main bathroom to name a few. They should not be left unattended!! My husband is a fall risk and I don't feel comfortable leaving him alone which means I am spending hours and hours here at Bickford which I shouldn't have to do. When there are two caregivers, they don't take turns with their residents which results in both being gone from the central area at the same time. They need to stagger their care. I have other concerns, but leaving residents unattended is my biggest concern. Would you leave nursery school toddlers unattended? This is a similar situation. We want our loved ones to be safe.

Everybody has been great as far as the workers. They all have been really good

Same old, same old--we need more caregivers on each shift!

I'd prefer to speak directly with (name removed) when she has free time. Thank you

There are not enough staff overnight in memory care. When two people are needed to get someone ready for bed, the rest of the residents are unsupervised.

I'm hoping this message goes beyond the Saginaw Township branch up to the corporate level. As a wife of a resident in memory care, I spend several hours every day with him. And I see lots! I have been stating for some time that we need more caregivers on each shift. I see the frustration in the caregivers, and in some cases they are in tears, because they cannot do their jobs efficiently with so little help. Because there are so many two-person residents, there are times when 30-40 minutes pass without any caregiver in sight. Meanwhile some residents are doing things and getting into things they shouldn't. Then on top of all that, the caregivers are expected to do dishes, laundry, cleaning and try to do activities with those that are able. There are so many devoted caregivers who talk of leaving because they can't do all that is expected of them and give the residents their best care. I do appreciate the care given to my husband and I am grateful to be a part of the Bickford family. I am just hoping that things improve at the facility so the families can have peace of mind that they are getting the best care possible for their loved ones.

Mom has had a great month and seems to be going down for some activities and winning at Bingo. She loves that. The walk down to that area 2-3 times a day keeps her strength up. She has been getting her extra meds and the nurses are keeping an eye on her sniffels and congestion. She talks highly about the gals and the 2 young men who come and empty her cath bag throughout the day. She couldn't remember their name. Also (name removed) is always checking in on her needs as well to keep her room smelling good and doing any needed repairs. One thing I have noticed is the ladies wishing they could get a coke or Pepsi at their mealtime

Our new care plan for my husband is working so much better. I appreciate those who take such good care of him. However, I feel there is a shortage of staff on all shifts.

I have not received a "happiness survey" since last September. I didn't respond because the feedback I gave in August was essentially unaddressed, | And nothing has improved. Today was even worse. I am less than satisfied and concerned for all residents at this Bickford location. We pay a fortune for minimal care and don't even receive the bare minimum. Very not happy.

The 3 rating is because Bickford has allowed sick caregivers to work and spread germs. Half of the residents in Mary B's are experiencing cold/flu type symptoms. I think there should be on-call employees to cover for sick employees. The elderly are vulnerable and should be the top priority.

Very caring staff

Almost always hardto reach the branch when calling to see if brother is cleaned up so fam can take him out for lunch or home or a ride. Many calls. No answer. Go to branch and not cleaned up. He misses out. :( Headed there now to try again. | Went to the branch and the sweet caregiver toileted him and got him changed… Had such a nice visit at our house… Thank you

They need more care givers in Mary B's. There are several residents that need two-person assistance which leaves the others unattended.

I don't feel my mom is safe with only 2 people in Mary B's. 3 residents should be in Nursing Homes too much specialized attention needed for staffing.

There are not enough caregivers in the memory care unit. And as always, some of them aren't very good at pulling their weight. There are some that are caring and excellent though.

But....1 on the weekends!

(name removed) are angels!

Based on what my mother and another lady tells me. The food isn't always the greatest, for example they run out of items they are supposed to have, overdone items, or just plain bad. You have one tenant, (name removed) that is extremely rude and just plain mean to other tenants. Other tenants should not have to put up with that kind of treatment from other tenants. I was just told by another tenant he had to wait for 2-1/2 hours after pushing his button for someone to come to his room. What if he had fallen?

These last few months have been very taxing on me mentally and emotionally. Seeing all of the staff and (name removed) always showing love and support to mom is the one thing that has always been a 5! The 4 came from the food, that will always be a huge issue... I will never understand that! The freaking point system is a huge, greedy joke. That has nothing to do with (name removed) or staff. I am very angry with corporate not working with families who have been there 3 yrs, are dedicated and responsible people. The outrageous amount that is charged for the needed care of the elderly/disabled is so selfish of corporate!! For that reason I have to move mom out and take her away from the people she has grown to know and feel comfortable with. At 92, dealing with her stroke issues and dementia... she shouldn't have to reset her life again because of insensitive, pathetic greed!! The majority of Bickford's family have been absolutely amazing: we have seen many come and go! But (names removed), and ALL the gals that have taken care of mom... I'm sorry I can't remember all your names, THANK YOU from the bottom of my heart ♥️ I never felt mom was unsafe if I left for vacation or couldn't get in to see her. This is my last Happiness Survey and I want you all to know: you are very much appreciated by me and my family. Keep doing what you do best: care about these beautiful residents. HUGS

I can't give a 5 when the price goes up and the care goes down. I don't believe the staff should be cut especially in memory care. The residents are left unattended too much because of it.

I'm very happy with the continued concern of the leadership taking action on any issues dealing with personal care of mom. There have been some safety concerns with transferring and proper hygiene but I feel those have improved a lot. I take notice of mom's arms, where there had been a lot bruising from being lifted by her arms, they have healed and I'm no longer seeing them. There was a difference from a " normal bruise" and hand bruising. I'd like her toilet to have a bit more attention. The orders are normal but if the under rim and seat aren't cleaned... it's bad. I've actually cleaned it myself. I have sanitize wipes in there for the girls to use when needed. I appreciate the communication between (name removed) and myself. Also (name removed), she goes above and beyond to help, listen, understand and give comfort to us family who need it. Once again the biggest compliment is their food. The other night it was baked spaghetti and baked beans!! If you could've see the reaction from the residents... they weren't impressed. We know it's a challenge to cook for large groups but food is still coming out cold, not cooked all the way through: mom had a raw hamburger, I have a picture!! So much tomato based food, that's a lot of acidity. Creamy sauce once in a while would be nice. Pasta is a cheap alternative but it's a large staple on the menu. We know corrupt planes the meals... then they need to eat the meals. I also want to touch base on mom saying she was " thrown" into bed. I personally don't believe that as I have been there when (name removed) has put her bed. She does have a quicker del

Every time I visit my mom she has dirty laundry piled in corner of room and room is a mess and need house keeping. Also, mom's closet is disheveled. Clothes not put away properly. Ish mom was taken into the main area for activities. Especially cooking activities. We needed to add in home health. A nurse and shower aid. We pay way too much to Bickford for this items to be overlooked.

Improve wait time on meals and served hot, not cold. Early coffee option in the morning.

We are ALL getting really frustrated at the continuous meal problems. If corporate is deciding these meal plans then they need to make sure there are enough ingredients for them!! There needs to be enough bread/butter/creamer/coffee/jelly ETC!! THEY need to come and eat at the facility with residents, unannounced to see and taste what our families are attempting to eat. The kitchen staff... Jenell...bless her...she's not miracle worker. There NEEDS to be more organized prep, cook and serve time management. If there's supposed to be prep cook back there than he has to much on his hands! Why is he not helping dish up food, move the plates to counter, help check on waters/coffee?? Residents sit there for over 20 minutes or more before water is poured or coffee started and longer for food to start to be served! I've seen it too many times, different days. Weekends are JOKE!! Come on... start that BEFORE you RUSH them all down. They all look forward to their " TWO SMALL"cups of coffee!!! More often than not food is cold when brought out, either over or under cooked, not cut when some need it cut. Seen that too many times. (name removed) can only do so much!! **Nursing is not following through with Drs orders on more than one occasion. I found a sore on mom's leg, reported to the (name removed) and the hospice nurse. A cream was ordered to put on twice a day. It was NOT done consistently as it was not healing. The hospice nurse reported to me. One evening I had get the med passer to come put it on. Daily "things" are not being recorded in charts and change over reports a