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March 2024 by Maura Penick
Trustwell Senior Living has been fabulous to work with. They offer great service and become a part of the family. Thanks Shannon and crew!
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November 2023 by M Yo
I'm concerned for the residents here. Met with Shannon and during our meeting, she would constantly fall asleep or doze off. Extremely unprofessional and rude. She should NOT be in charge in any way possible. I honestly think she should be drug tested. Her actions were unusual and concerning.
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September 2023 by Kasey Emery
I can’t say enough about TrustWell! My mom received the best care. Our family tried other places and we were not satisfied. TrustWell was a breathe of fresh air! All the staff were kind and compassionate. Rooms are so nice. Cost was cheaper than most. The remodel is quite beautiful. I highly recommend TrustWell! A huge thank you to Shannon and Kelly, and to ALL the staff. We appreciate you so much for all that you did for our mom. Keep up the great work and we will always give TrustWell high praises!
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April 2023 by Brittney Smith
This Facility has been very kind, supportive and generous to my needs ever since I walked in their doors. The management and staff genuinely care about the health and happiness of their residents and treat them as their own family.
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February 2023 by Paula Crays
Trustwell living is a great place to live. Thier care givers are top notch. I would place a family member here and feel safe that they are getting the best care possible. They are updating the apartments to modernize the spaces
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January 2023 by Briana Wilson
TrustWell is a great place to work for. I work for them as an agency nurse and it has been a complete turn around from when Bickford was running this place. The residents and family members are always pleasant. It is very peaceful here and the residents are always happy. I also like that they are fully staffed and that the management team does not mind helping out the other staff. The management team has also came in several times during each shift to check in and be sure that the staff members and residents are satisfied.
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January 2023 by Kimarcus Tucker
My wife works for the company, whenever I take her lunch the residents seem so happy and content. The management staffers are also very welcoming. She always comes home with a good story to tell about how her day went and how happy she is that the residents are happy. I highly recommend this place.
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January 2023 by Doody Laflare
I have toured this place for my grandparents and I was very happy with the tour. Moving in very soon and I am excited to see what comes of it! Residents during the tour I observed seemed very content and happy.
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July 2022 by Kayla Smith
I'm seeing grate things with the new revamping of the company. Lots of good changes are comming.
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June 2022 by Shannon Damm
Since Trustwell Living has taken over the previous owned Bickford house has really started to shine. Residents comment they have had more attention in the past few weeks then the past year. Everyone is smiling laughing and eagerly awaiting the renovations to begin
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January 2021 by Jen Kelly
PLEASE STAY AWAY AND REMOVE YOUR LOVED ONES. We tried so hard to love this facility. We moved my grandmother into this facility in September of 2020. There were an enormous amount of red flags immediately but we tried very hard to be understanding, as these employees were working in the middle of a pandemic and most were very kind. Right off the bat, it was concerning when no one would answer the bell or answer the phone. To reach anyone, we were calling the director's cell phone directly.To begin, they do not give medications as needed. My grandmother often would not receive her blood pressure medication that was due at 8 a.m. for several hours. There were many days that she would press her button to ask, no one would come, then I would call the facility. As no one answers the phone at the facility, I would call and then text the director. The director would then find someone to find her meds hours - often 2 to 3 hours after they were due. I am really uncertain what would have happened if my grandmother wasn't able to call me and I wasn't able to call the facility.They made us use points out of her care plan to take out her trash on a daily basis - no problem at all. They would not empty her trash. At times I would text the director to ask if they could please pick it up as she had fruit flies and the bags were piling up (at one point for 9 days).In addition, they did not respond to the push of the buttons that ask for assistance. If someone did come, they often said they would be back, but would never return.In my grandmother's 2.5 months in this facility, every shower was missed other than 2 or 3 (she was scheduled for 2 showers per week). She was only receiving showers when I would reach out to the director directly - she went almost two weeks without showers at certain times. To note, my grandmother is fairly independent and would be waiting on her shower nights with her pajamas and towels on her walker to save time for them, but they would not come or respond to her button push.Meals were always cold and at times they had forgotten to take meals to her at all (I was present for this one night and had to ask them to warm up left overs for her after they had already cleaned up dinner).To top this all off, when we moved my grandmother out in November, the facility "lost" all of her medications. We had just had three months of all of her medications filled three weeks prior to her move out. Jeremy, their director of nursing confirmed that they could not find any of her medications and that they were just "gone." Two months worth of all of her medications (including tramadol for a back injury) were mysteriously lost. When I asked the director what would have happened if my grandmother had stayed there (as they had lost her medications), she said "I don't know, I don't handle medications." When I called our doctor's office to explain this unique situation and asked them to refill prescriptions, the receptionist's immediate response was, "oh, Bickford, that does not surprise me at all." She then shared a few horror stories of her own that she has heard from other patient families.It is absolutely terrifying to me that this facility is still open. I am absolutely begging you, please stay away. If you have family members there who cannot communicate to you what is going on, please remove them from this facility. While there are some amazing individuals that work here (Tabitha, Rylie, etc....they are AMAZING), management does not give the employees the systems or adequate staffing to take on half of what they need to accomplish during the day. Please, please remove your loved ones from this facility. I have also included my final email to the director here as well for reference, as all of these situations have been thoroughly documented and communicated throughout our time there. We have thankfully moved my grandmother to Elmcoft in Rochester, and they are absolutely amazing! It is an absolute night and day difference.
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December 2020 by Beth Stephens
My mother went to the facility at the beginning of September and we thought it would be great. At the beginning things did not go well such as not receiving her medications on time. Most of the employees were very nice, but the facility is way understaffed. She did not get a timely responses when she pushed her button for assistance. Or when they showed up they would say they were busy and then not come back. After being told to take her meals in her room by the doctor, they brought her meals cold on more than one occasion and forgot to bring her meals a couple of times. If you have someone in this facility check on them daily. If they have complaints listen to them. I moved my mom out, but I feel awful for those left behind with no voice and nobody to check on them.
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December 2020 by Jen Stephens
PLEASE STAY AWAY AND REMOVE YOUR LOVED ONES. We tried so hard to love this facility. We moved my grandmother into this facility in September of 2020. There were an enormous amount of red flags immediately but we tried very hard to be understanding, as these employees were working in the middle of a pandemic and most were very kind. Right off the bat, it was concerning when no one would answer the bell or answer the phone. To reach anyone, we were calling the director's cell phone directly. To begin, they do not give medications as needed. My grandmother often would not receive her blood pressure medication that was due at 8 a.m. for several hours. There were many days that she would press her button to ask, no one would come, then I would call the facility. As no one answers the phone at the facility, I would call and then text the director. The director would then find someone to find her meds hours - often 2 to 3 hours after they were due. I am really uncertain what would have happened if my grandmother wasn't able to call me and I wasn't able to track someone down almost every day. They required that we use points out of her care plan to take out her trash on a daily basis - no problem at all. They would not empty her trash. At times I would text the director to ask if they could please pick it up as she had fruit flies and the bags were piling up (at one point for 9 days - documented via text message with the director). In addition, they did not respond to the push of the buttons that ask for assistance. If someone did come, they often said they would be back, but would never return. In my grandmother's 2.5 months in this facility, every shower was missed other a hand full of times (she was scheduled for 2 showers per week). She was only receiving showers when I would reach out to the director directly - she went almost two weeks without showers at certain times. To note, my grandmother is fairly independent and would be waiting on her shower nights with her pajamas and towels on her walker to save the staff time, but they would not come or respond to her button push. Meals were always cold and at times they had forgotten to take meals to her at all (I was present for this one night and had to ask them to warm up left overs for her after they had already cleaned up dinner). To top this all off, when we moved my grandmother out in November, the facility "lost" all of her medications. We had just had three months of all of her medications filled three weeks prior to her move out. Jeremy, their director of nursing confirmed that they could not find any of her medications and that they were just "gone." Two months worth of all of her medications (including tramadol for a back injury) were mysteriously lost. When I asked the director what would have happened if my grandmother had stayed there (as they had lost her medications), she said "I don't know, I don't handle medications." When I called our doctor's office to explain this unique situation and asked them to refill prescriptions, the receptionist's immediate response was, "oh, Bickford, that does not surprise me at all." She then shared a few horror stories of her own that she has heard from other patient families. It is absolutely terrifying to me that this facility is still open. I am absolutely begging you, please stay away. If you have family members there who cannot communicate to you what is going on, please remove them from this facility. While there are some amazing individuals that work here (Tabitha, Rylie, etc....they are AMAZING), management does not give the employees the systems or adequate staffing to take on half of what they need to accomplish during the day. Please, please remove your loved ones from this facility. We have thankfully moved my grandmother to Elmcoft in Rochester, and they are absolutely amazing! It is an absolute night and day difference. In addition, if you are a loved one of a current or potential resident and would like to talk, please sen
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December 2020 by Jen Kelly
PLEASE STAY AWAY AND REMOVE YOUR LOVED ONES. We tried so hard to love this facility. We moved my grandmother into this facility in September of 2020. There were an enormous amount of red flags immediately but we tried very hard to be understanding, as these employees were working in the middle of a pandemic and most were very kind. Right off the bat, it was concerning when no one would answer the bell or answer the phone. To reach anyone, we were calling the director's cell p...
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September 2020 by Diane Lauterbach
My sister tried to schedule a time to see our Aunt this weekend and was told they only allow 2 visitors a day, not per person but 2 only for the entire day. They had an opening at 9am which at that time my Aunt isn’t even out of bed at that time. She has dementia so I’m sure that would just confuse her.The last time we were there the staffing was so inept and poorly trained it was truly sad.For what they charge per month you would think they would be better staffed. Not even sure there is a director there anymore. They post photos of the happy people just to cover up how poorly taken care of they are.Not sure what department to contact but I am going to check into it.