Overall sentiment across the reviews is broadly positive with important and recurring caveats. Many families and residents emphasize that staff are the strongest asset of Bickford of Urbandale: caregivers are frequently described as caring, kind, family-like and deeply invested in residents’ well-being. Multiple reviews single out the activities team (often called the Happiness Coordinator or named staff like Holly) as exceptional — creative, engaging and central to resident enjoyment. Numerous reviewers praise the facility’s welcoming, homey atmosphere, tasteful decor, well-kept grounds (including a wooded setting with birds and deer), and a range of amenities such as a salon, sauna, whirlpool, raised garden and enclosed courtyard. Several comments also highlight private, tastefully decorated rooms, strong maintenance staff, and safety features in resident bathrooms. Many families report high resident satisfaction, nutritious meals guided by a dietician, and the feeling that residents are treated like family.
That positive majority is tempered by consistent, specific concerns that appear often enough to be notable. The most significant recurring issues are inconsistent care quality related to staffing levels and turnover, and problems with medication management. Multiple reviewers report understaffing, delayed medical evaluations, failure to implement medication changes, and slow response times to call buttons — all of which point to staffing capacity and training challenges. While many families praise individual caregivers and administrators, others recount experiences of disengaged staff, inconsistent nurses, and crucial lapses during medical or end-of-life situations. These mixed reports suggest variability in service depending on shift, unit, or staff on duty.
Memory care emerges as a clear area of mixed to negative feedback. Several reviewers described the memory care unit as dimly lit, small (one review cites a capacity of 14), with a funky or urine-like smell and a small dining area; others noted cleanliness and separation inconsistencies between assisted living and memory care. In a few cases memory care was not in a distinct unit or did not meet expectations for higher-acuity needs, and at least one family moved a loved one out after finding memory care insufficient. These are important, repeated concerns that prospective residents and families should investigate in person, paying particular attention to odors, lighting, staffing ratios, and cleanliness protocols in the memory unit.
Dining and activities are generally strong selling points, but again there is variation. Many reviews praise fresh, well-prepared meals, a dietician-guided menu, warm dining rooms and a wide variety of options. Several reviewers describe ‘‘homemade’’ food and appealing kitchen smells. However, a subset of families mention limited portions, occasional canned or processed items (examples cited: canned beets, tater tots, corn dog), and a desire for more fresh seasonal fruits and vegetables. Activities are frequently highlighted as stimulating and diverse — crafts, music, dancing, exercise — and credited with improving resident happiness. Still, some residents were not engaged by current offerings or found activities repetitive ("TV babysitter"), and reviewers requested new games, outside entertainers, and expanded church services.
Facility condition and layout show contrasts between newer and older areas. Many reviewers compliment the facility’s cleanliness, inviting interiors, fresh flowers and pleasant décor, while others note older sections that need updates (missing cabinet hinges, dated areas, things hanging from ceilings). Accessibility is generally good for walkers, but a few reviewers reported that the building is not well-suited for larger power wheelchairs. The campus’s wooded setting, private courtyard and enclosed outdoor spaces are repeatedly praised for resident enjoyment and safety.
Management, communication and billing present mixed impressions. Several families commend helpful administrators, attentive janitorial staff, smooth tours and proactive communication. Conversely, there are complaints about corporate unresponsiveness, unreturned calls from the director, billing/final charge disputes, and lapses in leadership continuity during staff leaves (e.g., director on maternity leave, nurse departures). These managerial issues sometimes magnify other problems (e.g., unresolved medication errors or slow responses) and have led to a small number of strongly negative reviews.
Cost and funding constraints are consistent concerns: the community is described as pricier than some alternatives and several reviewers remark that state or federal funding (Medicaid) is not accepted. For families on fixed incomes or requiring funding assistance this is a significant practical limitation.
Pattern summary and recommendation: the dominant pattern is a facility where compassionate caregiving, a strong activity program, pleasant meals and a homelike environment create a quality experience for many residents. The best experiences mention long-tenured staff, hands-on leadership, excellent activities staff, and a high degree of personalization. At the same time, there is a clear minority of experiences reporting serious operational issues — chiefly in medication management, staffing consistency, communication, and memory-care-specific conditions. Prospective residents should tour multiple times (including evenings and weekends), meet nursing/medication staff, observe the memory-care unit and dining service, ask about staffing ratios and turnover, and seek specifics on medication protocols and emergency response times. Families for whom memory care or high medical oversight is required should probe those areas carefully. For those prioritizing warm staff relationships, engaging activities, a homelike dining experience and attractive grounds, Bickford of Urbandale appears frequently recommended; for families prioritizing tightly managed clinical oversight and separate/up-to-date memory-care amenities, there are credible concerns to investigate further.
