Bickford Senior Living

Liked the facility - smaller more personal size. The assistant did a good job giving us a tour, but we were surprised the people I have interacted with before did not do it. If they are in charge, that is who we would expect to give us the information.

Family owned, older facility starting renovations. Nothing different (good or bad) stood out.

Max. of 50 people in assisted living. Cable and phone not included. Promote common area utilization. available most days until 7-8pm for tours

Twice as expensive as needed. Very beautiful and well-staffed.

Very nice surroundings

rooms small - staff very helpful

friendly, clean, small. did not care for layout felt like alot of small offices, did not care for community fee & only half refund.

nice place, but the current residents require a greater level of care than we would need

My mom and I visited a couple weeks ago. Very nice, but short on storage space in the room. They also don't transition to Medicaid.

It is okay. people are nice. Facility is nice.

It was a nice place but I wouldn't call it fantastic.

Make sure of the charges and don't sign unless you fully understand them. The room sizes are ok, and also the amenities.

we were very unhappy with the care my dad received. they were short-staffed all the time and was not very attentive. The activity director was very nice and my dad the food was good. They are struggling with covid at this facility I would not recommend this facility to others.

Nice facility, qualified staff, good food but my loved one is bored in the memory care section. I don't think there are activities in memory care, none that I know of yet, other than TV all day or sleeping. Maybe it's because the facility isn't full yet and its still a new facility but I haven’t seen event calendar for memory care but they ought to be doing something to break up their day besides meals

They went through an ownership transition during our 1st 6 months and things have not gone as smoothly as we would have liked. Mom needed in room food service which was an extra (very nice) but very inconsistent

Since Buckford has taken over we feel the care has not been as good. They said they were making no changes but they have including having the family providingcertain necessities. This is difficult for some spouses. Cleanliness of patients and facility have also gone downhill. We have mentioned several things several time but have seen no changes in our case. Not impressed so far

I cannot say enough good things about Bickford of Aurora. I took a tour of this community and fell in love with it. It was new, and I really liked the layout of the community. I liked that the residents have the freedom to come and go as they pleased, and that there were a lot of regularly scheduled activities. The residents all seemed very well-kept and happy, and if it hadn't been for the cost, I would have chosen Bickford for my loved one.

We took a tour at Bickford of St. Charles, and while I thought the community was nice, it was not suitable for us because of the many stairs they had throughout the community. We decided to go with a facility that would be a better fit for us.

Was a resident of Bickford since [Removed]. Contract started two weeks prior so that move in could be completed. The cost of Bickford was almost $2,000 more than a solid rated competitor, but the facility was newer and my family had higher expectations, since less residence numbers and supposedly more “one on one care”. Promises began early, but then it was quickly apparent that the staff was not organized and were not manage well. Many complaints were made in various areas, by various residents, including myself, yet changes were not made and the same excuse of “will look into it” was given. Little was ever changed. The staff lost my original contract and my family had to sign off on a replacement. The move in was hindered greatly since the staff could not disable the backdoor alarm and every 15 seconds the alarm went off, unless the door was closed. To be fair, the actual nursing staff all did a great job, except for the medication ordering as will be discussed below. This comment does not include the CNA’s,. The facility had a great deal of turnover in CNA’s and people were always “in training and were unaware of what to do”, which negatively affected care ion some areas. They did, and still do have some very good people, but some “poorly skilled lazy people as well who are not weeded out or managed properly”. The facility went many months without a maintenance person and many things were not done during this period. The activities coordinator tried very hard to keep things lively and entertaining. She had various things to do each day, which the residents really like. She was always pleasant and did a great job managing all the personalities. Specifically, for myself, the staff was to assist with showers, making bed, house-keeping, laundry services, medication management, transport in wheel chair to and from the dining area and to and from activities. What we found was as follows: The bed frequently went unmade or was haphazardly made. I had to take that task on myself. Staff came by infrequently to ask about showering and finally I had to also do all that on my own as well. The laundry was sometimes lost or misplaced. One time a comforter was returned wet and the person just put it on my bed. Hard to imagine why anyone would do that. The facility always seemed understaffed and it took long periods to move people who needed help getting from place to place. The facility was also about three months without a housekeeper and many times the rooms went uncleaned during this period. It got so bad that the director actually started to clean rooms herself after all of the complaints. My family also had to clean my room as well even though that is a paid part of the contract. The medications were quite a challenge for Bickford to transition over and the dispensing had to be taken back by my family to manage on daily basis. Bickford was left with doing the ordering, but on multiple occasions either it was not ordered timely or the pharmacy did not deliver timely. There were shortages of medication on three specific occasions. On the last one, my family had to pick me up and take me to the emergency room as my blood pressure shot up to over 165 and I was visibly shaking severely. The most horrific part of Bickford Tinley park is the kitchen staff. Many complaints from many residents have been made on this aspect, yet nothing seems to improve. Finally, the Heath department was called and the facility cited for delinquencies. Those delinquencies however do not cover the poor quality of what is being served. The dishes are not washed properly and the residence had to rewash to use. Many time’s in the morning the utensil setups are not dispensed and residents wait so they can eat. Some servers stand around and do little while the residents are left to fend for themselves without even getting coffee. On more than one occasion, the servers were observed brushing out their hair in the kitchen. All these examples show a lack of training. There have been many poorly made meals. Lots of examples of undercooked or overcooked items being served. One example, soup was made with clear water and some undercooked potato’s and no broth to speak of. On other occasions, the food was raw inside as if it did not defrost before cooking. Many meals go un eaten due to being improperly cooked and there is a great deal of waste. The residents cannot cut through some of the meat to eat it. All of this was passed on to the cooks and then to management. The cooks, really do not know how to actually cook food and simply claim “they follow the recipe from corporate”. If food is sent back due to being undercooked or overcooked, nothing is re made or served to the resident. At dinner, the cooks, leave right at 5:15. Sometimes they do not make enough portions to feed the approximately 45 residents and some people had to eat just a roll with butter for dinner. On a number of different evenings, pans of vegetables and other items sat out after the cooks left. When staff was questioned, we were told that it was left out for the staff, however it was observed being out for hours without refrigeration and not touched. The floors in the dining area were not cleaned daily and many food particles were found under tables. The tables and chairs also do not appear to be cleaned very well even when cleaned. The staff allowed animals in the dining area. These pets do not fall under the companion dog certification and one in particular has open skin sores on its body. Another health code violation. This same dog actually wipes it butt on the couch, chairs, and carpeting in the living area. CNA’s seemed to have access to resident personal information. More than one CNA, who are no longer there, mentioned my financial information as far as what is in the contract paperwork. Personal financial information should not be allowed in the hands of low level staff members. The last incident at the facility was when another resident struck me in the shoulder. This occurred in front of the new director, who took no action and claimed it did not occur, even though it was right in front of her. She also did not even write the incident in the log book. One of the nurses did follow up afterwards and logged the incident. My family had tried to be patient on many of these items, but finally it was evident that things were not improving at all. The family provided Bickford with its 30-day notice and moved her out that same day.

My wife has recently made the move into this community but is currently in the hospital due to health reasons for a short period of time. I am a little disappointed in the staff right now as it is impossible for me to communicate with them. Every day when I call I seem to get the run around and passed around instead of the answers that I need for my wife to return.