Mom said: Maybe a 3..Just average..not much has changed so far!

Please ensure the residents of Mary B's at Bickford of West Lansing are receiving their daily activities. I'm concerned that my mother is receiving adequate activities or getting out of the wing at least once a week. When is the next outing for the residents of Mary Bs? I'm still waiting on a reply from the activity director from earlier this week.. | * is NOT receiving adequate activities

My mother died and I never Hurd a word from anyone at the home or company.

Well, this time how mother had fallen and broke her collard bone. She's back at the home, they won't let her have her dog and they really do not know how to change beds. Some of the girls don't even know how to change a bed while somebody is in it, they really need to upgrade their staff. They're trying to take good care, mom, but she's in hospice now.

I'm hoping with (name removed) taking over as ED this gets better, but When I asked Mom for specific feedback this is what she sent me: Same as usual..mostly in food prep and delivery..both spa tubs are still broken..ramp on bus is still broken..no excellence here..Just average or below..do not see a lot of pride here!

I live in Oregon, but was visiting Michigan this week. There are so many wonderful people that work here. I think you're understaffed. The rooms aren't cleaned. When we asked for something small to be removed from the room, we were told "we'll see if maintenance can do that". I took care of it myself. Passing the buck seems very popular. Laundry is taken and kept for 3-4 days minimum. I'm happy to discuss if you want to call me Tuesday or later. Congrats on the promotion (name removed), I wish you great success!

Mom has fallen 3 times now here at brickford. This time she broke her collar bone. Mom had to spend a whole week in the hospital Now that she back at brickford the staff has stepped up and are trying to take better care of mom... Also now they are saying that mom can't have her dog with her anymore. This isn't what they said when mom moved in. That was the reason we choose brickford .

First of all, I would like to say that (name removed) and the other staff who helped with Mom going to the hospital and coming back to a clean room were VERY helpful. I appreciate Amy being available via cell phone after hours to give me some guidance on how to proceed etc. Thank you! There are still some issues that Mom & I are frustrated with! Mostly revolving around not getting her meals at all some nights or often not getting a full meal. Mom almost always just eats dinner, not breakfast or lunch so it's VERY important she gets a FULL dinner with all courses brought to her! A couple of direct texts from her when I asked her about the rating for this month "Two nights ago [Thurs] at 6:15..still no dinner..went to the dining room..everyone was gone..(name removed) was putting on his jacket to go on break and I said not until you figure out where my dinner is..there was a rack right there with my dinner on it getting cold and no soup..he brought it to my room. I warmed it up and ate..then the girl came with a Styrofoam cup of soup" If the meal was prepared & just sitting there, that is just pure laziness no one brought it to her! This is NOT a one-time thing, this has been an ongoing problem that I have addressed with staff multiple times! Another text from Mom, "I have had a struggle getting them to bring me my full dinner every night..they keep running out of things before the room trays get served..should not happen!.. Seems sometimes the staff start eating before we are all served.." This is UNACCEPTABLE! I have had to tell staff & leadership from the beginning when we

The increase in rating is for (name removed), thank you very much for rectifying the issue regarding my mother's package. That action has increased my faith and respect for Bickfords leadership. Although things are still rocky at the branch, I'm hoping that changes once a director for the West branch is obtained. Again thank you (name removed).

I would like to arrange a meeting with them, new staff, director, and nurse to discuss (name removed)

A package was delivered to Bickford west on November 21, 2024 and was signed in by Tina in housekeeping and the package was never delivered to my mother's apartment. I was made aware of the issue on December 27, where I contacted leadership (name removed) who tried to deny the package was delivered and sweep it under the rug. It is Bickfords responsibility to ensure packages that are delivered to the branch reach the resident. I would like this rectified and my mother's package replaced. The whirlpool on the 2nd floor has been inoperable for almost 2 months and needs to be repaired so the residents can take a bath as opposed to a shower. I am receiving unwarranted past due reminders from Sunbound that need to cease as my mother's portion of her bill is always paid on time. There is a major issue with leadership caring and taking responsibility for the residents of Bickford West Lansing

Okay | They have had a problem with the heat not working for several months now. Mom. Will not come out of her room so she is always freezing I still have not heard from the nurse yet.. I have asked to speak with her for months now.....

This is the worst place I have ever seen. Medications are a mess. People lying. When I get my husband out of there the post on Google will tell the entire story of what you guys have done. It won't be nice.

Thank you for acting on the needs I addressed via email with the leadership team after my visit with mom in Dec. It's nice that you provide the activities you do for the residents even if mom chooses not to always participate. Happy new Year

Well, for starters mom didn't get dinner at all one night. And another night she asked for a bowl of soup & a roll and they only brought her a roll. She asked where the soup was and they said they ran out. This was after she can placed her order hours before dinner. I am just concerned with the lack of care form SOME staff mostly. Let's just say I am SOOO grateful mom is cognitively healthy and fend for her self.

They have a problem with the heat there and it's been very cold in my mother's room | This is been going on for a few weeks now. I still have not seen the doctor that come there I have asked many times to see them. But know one will let me know when they are there. Mom doesn't come out of her room so they bring her food to her. Sometimes she is last to get food and they run out so mom only gets part of a dinner.

I added my comment above. How can you missed scheduled bathing? Tuesdays and Fridays! My mother has already contracted sepsis.

Unable to get ahold of anyone in charge and no response to my email so far.

Bickford continues inability to retain employees. Today we stopped to visit my father and noticed the heat in his room was down to 61 degrees. Unable to find assistance from staff on duty.

Mom said a 3 and that She has talked to (name removed) directly about why.

The food and menu needs improving, it is worse.. My mother's care improved.

You are still continuing to try to charge Mom for her call button. Please fix this. Overall mom is comfortable and has what she needs, but she knows there is a more of drama and issues around staffing and the cuts. Frankly it's concerning. I'm grateful that Mom is cognitively aware to know her needs and ask for it but with the shortage of staffing it makes me concern for those residents who can't.

My comments are far too long and complex to share in a text message

Mom has told me that she's now being charged for her call button. This is ridiculous for multiple reasons 1) for her contract is supposed to be included with her voucher waiver per sensitive income flat fee. 2) She hasn't even had it for a couple weeks because they took it to replace the battery and then never returned it 3) Even when she has it and pushes it off the times it's never responded to and if it is it's hours later. You guys are going to be at all trouble if someone pushes their button for an emergency and dies!

I think there is still a staffing issue but I also believe leadership is trying to improve it!

It's Thursday my shower day but due to no one being here to work like caregivers I won't be getting any shower tonight a typical occurrence. C | I've been made aware and I'm hoping you realize that 1 caregiver on the second floor of Bickford west is a poor management decision. Getting me out of bed at nearly noon is unacceptable! There are too many people for 1 caregiver! It makes no sense?!! Then your employees who are good and dedicated to their job, to not have them work a 40 hour week is in my opinion a slap in their faces!! And just cruel!! These people have families and need to make a descent wage to make ends meet!! Anything under 40 hours is considered part time?! I really don't understand how or why there's either too many employees or not enough?! Some employees work double shifts and if you are unaware people get burnt out. This is a difficult job. It's physical, mental and emotional. It's the nature of the beast! It's a tough job! Not many people have the patience to do this type of work. I'm sure you would agree? Thank you once again for allowing me to voice my opinion. C. Thanks again!

I recently talked to Mom about how things were going. Her biggest feedback was inconsistent. The days that there are staff who care and do a good job it's great. The other days were it's clear there are staff who are lazy and don't care it's not as great. However Mom really does believe that (name removed) and the leadership team are really trying hard but just not able to always find the right staff for the job.

Too many trips to ER with my mom for things not needing immediate medical care