Bickford of Urbandale
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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 Urbandale
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9
Reviews with Comments
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Was disappointed that newly-hired head nurse (name removed) is no longer there. She was very good, and hope you did your utmost to keep her. We have been at Bickford for just over a year, since 7-3-2024. (name removed) is now the FOURTH head nurse to leave during that time, although I have to give an exception to (name removed) as he passed away, although his tenure was also not without its troubles as he never did complete the insurance work for our loved one despite asking him numerous times to do it. A lack of stability in this head nurse position is really starting to hurt the reputation of Bickford, in my opinion. And the drama involved with former Executive Director (name removed) has not gone unnoticed. I don't know what it will take to turn around this leadership situation, but I really want you to give a thoughtful process to understanding what is causing it.
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accountability issues. lack of direct care.
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Bickford is a great homey location for elderly and memory care. Staff are gentle and caring and all levels of the administration stay involved with the residents.
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Mom is well cared for at Bickford of Urbandale. Staff is attentive and caring and I never worry that she is not being kept safe. Thank you for taking care of our mom.
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5
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I'm so thankful to have my mom at Bickford. She has received wonderful care which gives great peace of mind!
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The dinner entree was bad tonight..cold pasta salad..who wants that? How about a hot meal? Something that warms the stomach ..these people want hot food! | (name removed) please! | We need the nurse's email address asap | We would like to be reimbursed for the sweatpants you lost in the laundry | We are missing 2 pair of sweatpants and wash clothes | We need diaper change 3 times a day at least | We need the may calendar | We need the nurses email address
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TURNOVER OF STAFF SEEMS HIGH. NOT SO GOOD.
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Most staff are kind ans helpful. One staff member is bossy to clients, another yells at clients. Breakfast delivered most days, but not all days. Gluten free meals ok but not good variety. Staff not always available to take clients to meals. Director seems gone a lot. Slow on repairs and upkeep. Only does one load of laundry per week. So sometimes clothes are wrinkled mess. | I told manager, too. She said she'd wotk on it.
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Menu items are not desirable. They no longer have cable channels
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It is so good to know that our mother is cared for by people who care to put in the time with her. She has always been a social person and she receives lots of interaction with staff and other residents at Bickford. We, her family are grateful to know she is cared for when we can't be there with her.
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Bickford has been amazing to work with. The staff is wonderful! It gives great peace to know my mom is in good care.
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Bickford has been a wonderful place for my mom... very supportive, awesome directors and staff, and I know she's in great care!
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Get more activities for men!!.. workers are good!.. management is piss poor!!
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.
Lack of leadership. Need managers around tge clock. Need training for staff. Need to move some people into Memory Care. |