Bickford of St. Charles
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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 St. Charles
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25
Reviews with Comments
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My Aunt died at Bickford 2/1/25. The lack of sympathy and empathy was astounding. It seems that the lack of care continues even after death.
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Life at St. Charles Bickford is improving with the new Director. Health Aides are new and improved. Residents getting better care that was neglected in the past.
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I would like a written summary each month from employees of Bickford about my sister's situation and health. I visited her shortly after Christmas and was surprised that she had been moved to a more restrictive environment. I was not given any prior notification or information about why this move was necessary. I don't want to be surprised again with another major change in (name removed) care
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With (name removed) as the new director, things are looking up. There is structure in place and health aides are getting better training. Thus the residents are getting the care and dignity they deserve and we are paying for them.
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Still no Director, assistant director, activity director or nursing director. I am losing faith in your companies ability to care properly care for my father let alone all the other residents.
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Why can't Bickford St. Charles keep a Director and other critical staff? They are all at another such facility in the area. Why can't YOU keep staff and keep your residents cared for?
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That's urine and feces in my dad's bed. Thanks | In case you didn't get the photos - it's his feet with toenails an inch overgrown and his bed soaked in urine and covered in dried feces.
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More staff. More staff. More staff.
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We are still struggling with getting help with showers. After three years, why can't they get it done.
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Inconsistency in care.
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Absolutely to many changes in staff. Aides not being trained in helping residents. I should've have to ask each Monday and Friday that my husband be assisted with his shower. If I'm not there it doesn't get done many times. | Will you truly do anything about improving conditions at St. Charles or are you just amused with my comments for help.
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I am grateful for (name removed). She stayed. Appreciated the years of kindness of (name removed), everyone whom shows up to work with a caring attitude.
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This is a sinking ship thanks to corporate. People jumping ship is nothing new, but this is the worst born the nursing director and the assistant nursing director have quite. There are a lot of new residents and they are heavy care and several are two people assist. Needless to say care givers are also quiting. Also, needless to say I am not cared for and may also be forced to leave.
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I'm grateful for the caregivers who work hard to care for the residents and make the time fun (name removed) is super energetic and fun and (name removed) was great playing the piano for them. (name removed) is fun getting everyone to listen to their music from their time. (name removed) is so helpful with Hospice care people. (name removed) is very attentive, watching everyone. (name removed) is kind and caring and fun too.
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It is getting more and more difficult for me to reach my mother by phone. It would really be so awesome. If every once in a while, somebody could help Mom call me.
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Especially happy with the Director of Activities. The residents appreciate her!
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I've been trying since January to get (name removed) transferred to a single room in memory care unit and it still hasn't happened
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No one answers my phone calls regarding my sister's bed. Hospice wants to take her bed. So where is your sleep? On the floor?
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We moved so it will only matter to you when you see my online review. Good luck
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No comment
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As always (name removed) is awesome. (name removed) are awesome
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Share. | Forget feedback. I need answers.
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Mom is being really challenging these last few weeks and everyone is being so patient with her
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Supposed to receive a refund check of $4093.44 in the mail. On 3/29/24 I was told it would take 60-90 days to process. It's well past the 90 days so I've tried to call Corporate for the last three weeks and NO ONE returns my phone calls. (name removed) the Director has not been of any assistance.
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Since you took away the outside seating it has been promise that the side porch would be cleaned. It's filthy with bird or rat poop on the chairs. It hasn't been cleaned. You can't expect the elderly to sit there. Very. Disappointed!
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Like the communication & the workers who are fun and caring
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Please have someone call me at either (number removed) during business hours or (number removed) outside of business hours
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Vacated Bickford months ago !! Not a pleasant vacate !
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.
Really need an Activity person. I hear residents say how boring it is at St. Charles Bickford. Can anything be done for an attractive sitting area in front for residents. Mary B's has an area but other residents don't.