Bickford of Shelby Township
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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
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 Shelby Township
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58
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30
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29
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8
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3
Reviews with Comments
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My sister complains to constantly about the aids but then again she has always been a complainer
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The staff is wonderful, they contact me if they need anything or have any questions. My concern is the lock in the front door does not always unlock for me
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Excellent care! I am so grateful for everybody that works with my mom. Thank you, thank you, thank you!
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Some issues with night staff. My mom is very uncomfortable loves the day staff
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On the whole most of the staff is aware of how to deal with those in Memory Care. But there are some who don't have the skills or desire to deal with those residents especially in Mary B's. More supervision and training would help.
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I would like to thank all of the folks that continue to take great care of my mother. I know she can be a handful but the staff show extreme patience and I very much appreciate it.
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No consistency in keeping with the shower schedule. If it weren't for family contactacting the branch when we can't physically be there, showers are missed.
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I would like to mention how the staff is being very patient with my mom, thank you
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My mom seems to be happy, but her showers are not always given. My mom went 9 days without a shower and it could have went longer, but my sister came to visit and gave her a shower.
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Beautiful facility Kind staff Management is welcome to contact me personally to have a conversation on my opinion of a few things that could improve, coming from a 25-year staff/management medical background.
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Memory Care staff needs more supervision and better training. New hires should work on the A.L. Side where they can be properly observed. Staff should show compassion and empathy or they should stay on the A.L. Side.
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Understaffed
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I sent an email to the Director with my comments
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There's an ongoing issue with the care plan not being followed. Toileting is severely neglected. My mom can't properly clean herself after using the restroom, and her care plan explicitly states that the staff must ensure she's clean, including her clothes and bedding. We frequently find that proper cleaning after restroom use is not being done.
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Opened bank statement was shoved into opened ballot - see above. | Resident's absentee ballot and bank statement for Oct were opened by someone at Bickford and left in office.
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.
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