I just want to thank everyone for their support, you take such good care of my mother and it means so much to myself and family. (name removed) is awesome!

The level of care is very good. Bickford is clean. The food seams to be good also. Thank you all for what you do.

There was a concerning incident this past month that makes me believe that either some of the staff needs to be retrained to reinforce the policies, perhaps the initial training was not adequate for staff to know the proper procedures, or enforcement of the established procedure is not adhered to. The incident has to do with how the staff responded after my mom had a fall in her room. The fall occurred early in the morning when my mom fell on the way to the bathroom. The fall was not anyone's fault, she just lost her balance while walking and hit her head on the TV cabinet during the fall. Luckily we were alerted by the camera in her room and a call was made to your facility to let someone know she fell and to go check on her. My mom made it to the bathroom and was on the toilet when two staff members came into her room. She had an incision on her head and was bleeding and later required stitches, so it was obvious that she had hit her head. After checking on my mom, both staff members left the room with her still sitting on the toilet. My sister and niece were already on their way to your facility and were watching the camera to see how everything was going when they saw both staff members leave. When asked why they left her alone on the toilet when they were aware she had fallen and had obvious head trauma, the response was along the lines that she was going to the bathroom so they wanted to give her privacy. I can understand that, but at least one of them should have stayed in the room, outside the bathroom, to assist and ensure my mom didn't fall again trying

My mom is a new resident and she is having a hard time adjusting to assisted living. She tells me she is bored and would love to have more activities and outings. Mom says she likes the meals most of the time however she doesn't get to choose what she wants or gets seconds. When I have called after hours or weekends, sometimes there is no answer and the call goes to voicemail. This was a concern and I made the director aware and was given the nurse's number to call for emergencies. All of the staff has been very kind, patient and helpful during this transition.

Same message, improve food service,

Toileting is really lacking. I often go in to find my grandma drenched. (name removed) the activities coordinator does a fantastic job with the residents. The nursing staff is wonderful too, specially (name removed).

O

All is well! No complaints. (name removed) is the best Activity Director. She is great at planning, personal attention and details. Thank you

Not enough toileting or laundry care of urinated clothing

Dad cannot think of anything not to like about staying at Bickford Shelby. Staff seem to be happy and like their jobs which reflects on to your client residents.

Wonderful staff! I feel that mom and dad are well taken care of! Only complaint is dad feels the meals are too small and mom says she isn't drinking enough water. Thank you!!

Gerri is fantastic and has helped Mom be so comfortable and happy! Thank you!

The amenities of transportation, physical exercise, and engaging social activities are a disappointment

Bickford is a wonderful facility full of happy, well provided for residents by a staff whom on the whole always seems so very kind, and attentive. Our family is grateful to have our Father in Bickford's care.

Since our call with (name removed) last month to discuss my mom's care level and to clear up any miscommunication, things have greatly improved. We are extremely happy with the changes. Good job!

This last month, my mom's laundry was missed a number of times, as well as missing her room getting cleaned. My mom often wore the same clothes all week without anything being communicated to any of my family members that there may be a problem. We asked multiple times for my mom to be reevaluated, and I was told that (name removed) would contact me, which she never did. Finally, my sister arranged a face to face meeting with (name removed), (name removed), and herself to express our concerns. It was agreed to up my mother's care level so that she is helped to shower and make sure her clothes are changed and laundry is done. This was to start last week and the updated care plan was not totally being followed as of yet. I am cautiously optimistic that as time goes on, the care plan will get communicated to all staff and followed more closely. I realize my mom may resist, but those cases should be communicated so that we are aware and do not put the blame on your facility. Right now the lack of record keeping (which (name removed) admitted to my sister as not required since you are not a publicly funded facility) is concerning, because when something is missed, or looks that way, there is nothing to document something is actually being done. At this moment, a lot of finger pointing as to what is happening or not is all we get when we notice things. We will be monitoring things closely and make decisions going forward based on what is observed. My mom seems to be doing well, and I would hate to move her due to a lack of communication as to what's really going on.

Need an alternate way to contact (name removed) in Mary B's., esp after "hours". I understand most residents don't need this, but most times when I call no one answers or the transfer is dropped. I also understand the staffing issues, walkie talkies would be useful. I seem to remember a few staff had them? Going to try out a jitterbug phone for the two of us to communicate, not sure he'll be able to maneuver, hoping he'll at least answer. I will need to tap in to your access? I would like for you to reevaluate his status, I know he's comfortable where he is but he's asking for a refrigerator and really complaining about other residents behavior. He has developed a relationship with (name removed) and would like the two of them to spend time together outside of Mary B's. I have sold his condo, but haven't told him yet, so that's another hurdle. Sorry so long but easier than to catch you on a busy day