Caring Homes Group in Surrey | 1 Care Home

Review of
Horsell Lodge
from L L (Daughter of Resident) published on 24 January 2025

Submitted via Website • Report

Overall Experience

We were very lucky to find Horsell Lodge following my mother's accident and discharge from hospital. We were really impressed by the kindness and efficiency of the management team in assessing my mother and getting her transferred quickly to the home, at a busy time before Christmas. The team have provided

wonderful respite care for her while she heals. The care has been attentive, kind, respectful, everything you could hope for. The nurses and care assistants are second to none in their professionalism and warmth. As a family we could not be more pleased with the support provided to my mother after a traumatic experience.

Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge

We would like to thank you for taking the time to leave us a review and for your kind words and recognition of the team at Horsell Lodge Care Home. The care and services we deliver as a team to our residents and families are extremely important to us, and it's lovely to read your comments reflect this. Your feedback will be shared with the team.

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Review of
Horsell Lodge
from L A (Daughter of Resident) published on 21 January 2025

Submitted via Postal Card • Report

Overall Experience

When my mum suddenly needed palliative care, the manager, deputy head nurse, clinical lead and the office staff, along with the carers and all other departments, including housekeeping, rose above and beyond to provide compassionate and supported environment for my mum. They extended this love and support

to all the family members at this difficult time. They made this time bearable for us and were always there when we needed them. Sadly, my dear mum has now passed away. I will miss seeing them all.

Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge

Thank you for your kind words and recognition of the team at Horsell Lodge Care Home. We are so sorry for your loss and we hope we made your mum's time with us as comfortable and as peaceful as possible. You are welcome to visit us and your comments will be passed on to the team.

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Review of
Horsell Lodge
from G E (Son of Resident) published on 13 November 2024

Submitted via Website • Report

Overall Experience

We unfortunately needed to move my mother into full time care at Horsell Lodge due to her worsening dementia.
From the first contact with the home throughout the admission process and from her very first moments at the home all of the staff, carers, managers etc have been outstanding.
A very difficult

and emotional time was managed with the utmost care.
My mother is being extremely well cared for and I wouldn't hesitate to recommend Horsell Lodge to anyone.

Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge

Thank you for taking the time to leave us a review. We are so pleased to read your positive comments about the care your mother is receiving and recognition of the team Horsell Lodge Care Home. The care and services we deliver as a team to our residents and families are extremely important to us, and your feedback will be shared with the team.

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Review of
Horsell Lodge
from D P (Son of Resident) published on 1 October 2024

Submitted via Website • Report

Overall Experience

My mother has been in Horsell Lodge for over 3 years and they are taking very good care of her, in fact, I can't speak highly enough about the care she is given. There has been the odd issue (hardly surprising given Covid and nationwide care sector challenges) but the few problems have been addressed

promptly and comprehensively, which is precisely what one would want to see from management and staff. Mum has recently celebrated an important birthday, so we used the hospitality service and the private dining room to hold a family lunch party for her, her children, grandchildren and partners. The preparation was thorough, the room very well-decorated, the food was really excellent, and the service superb. The hospitality manager did an excellent job, and the individuals who attended to us on the day were attentive, considerate, and cheerful. They were absolutely brilliant, and we cannot thank them enough for looking after Mum and the rest of the family on what was a very special day.

Reply from Julie Bignell, Home Manager at Horsell Lodge

Thank you for taking the time to leave us a review. We are so pleased to read your positive comments about your mother's care at Horsell Lodge and it is lovely to hear she enjoyed her birthday, and that you appreciated the work the team did in helping put the day together for what was a special day for everyone. Your feedback will be passed on to the team who will be delighted with your 5* review.

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Review of
Horsell Lodge
from D L (Son of Resident) published on 1 October 2024

Submitted via Website • Report

Overall Experience

We had an excellent meal here with my mother and family this month, 9 of us. The hospitality team were all very good. The room was very nicely decorated. The food and service were good. And the cost was very low. Thank you!

Reply from Julie Bignell, Home Manager at Horsell Lodge

We would like to thank you for taking the time to leave us a review and positive comments about the home and team at Horsell Lodge Care Home. The care and services we deliver as a team to our residents and families are extremely important to us and it's lovely to read your comments reflect this. Your feedback will be shared with the team.

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Review of
Horsell Lodge
from Susan C (Daughter of Resident) published on 30 September 2024

Submitted via Website • Report

Overall Experience

We recently had lunch for 8 family members in the private dining room of Horsell Lodge to celebrate my mother's birthday.
From the pre-lunch drink at 12.00 to a final cake with candles after dessert at about 2pm the hospitality team were magnificent.
They had decorated the room in advance with fresh

flowers, a table display and birthday banners and had previously given us the opportunity to add anything we wanted.
The quality of the food, which was from the resident's menu and chosen in advance, was very good and, the portion size was huge!
We must give the hospitality team who did all the work in advance and, cheerfully and efficiently served us on the day, many thanks for a wonderful meal and a day that we will all remember.

Reply from Julie Bignell, Home Manager at Horsell Lodge

Thank you for taking the time to leave us a review and for your kind words and recognition of the team at Horsell Lodge Care Home. The care and services we deliver as a team to our residents and families are extremely important to us, and it's lovely to read your comments reflect this. Your comments will be shared with the team.

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Review of
Horsell Lodge
from Suzanne H (Daughter of Resident) published on 13 September 2024

Submitted via Website • Report

Overall Experience

My mother assumed she was in prison and certainly felt like this, despite paying own fees. Not sure how they got around taking her here without Social Services being involved, my previous review (on another platform) has been taken down saying I wouldn't allow my dog to stay here. The care staff were

nice and kind to my mother, but this home hadn't trained them properly in how to move a person in extreme pain with slide sheets and ignored all pleas to do this by aggressive Sister in charge and manager who caused me real upset when I questioned the care. They also didn't ever want to call a doctor when clearly needed.

Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge

Dear Suzanne, we're really sorry to hear the feedback you've provided about your mother's experience with us, and would appreciate the opportunity to speak with you in more detail so we can both do our best to improve, as well as hopefully alleviate some of your concerns. I understand that the team at Horsell Lodge have tried to get in touch with you already - as the Home Manager, I am here to help and to answer any questions you may have - my door is always open, or do please feel free to contact me to arrange an appointment at a time that's convenient to you - this can be in person or also by telephone if you prefer.

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Review of
Horsell Lodge
from Sheila E (Friend of Resident) published on 27 June 2024

Submitted via Website • Report

Overall Experience

We visited my friend on 3rd June. We were greeted in a friendly manner and taken to find her. We chatted and were then taken to a separate dining room to have lunch with her. The room was beautifully set out and comfortable for the three of us to eat and talk privately. The delicious meal was cheerfully

and efficiently served to us by one member of staff in particular. He appeared at the right times to bring our food and drinks and then to clear the plates, always with a ready smile. We had a very happy and special time with my friend. A big thank you!

Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge

Thank you for taking the time to leave us a review and we are pleased to read your positive comments about your friend's care at Horsell Lodge Care Home. It is lovely to read she is settling in at the home; the care and services we deliver as a team to our residents and families are extremely important to us. Your feedback will be passed on to the team.

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Review of
Horsell Lodge
from Sue P (Daughter of Resident) published on 18 June 2024

Submitted via Website • Report

Overall Experience

The customer relations man was a fantastic introducer to Horsell Lodge which included him being available on text and replying promptly to every question I sent him.
Once in, my dad received a welcome basket and we worked together on a good care plan for him.
Horsell Lodge has also been available

on the phone for updates when I requested one.
I was delighted to see my Dad a week late both clean-shaven and already getting involved a little in the home's activities.
They seem kind and considerate of my dad and our requests too.

Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge

Thank you for taking the time to leave us a review and for your kind words and recognition of the team at Horsell Lodge Care Home. It is lovely to hear your dad is settling in at the home. The care and services we deliver as a team to our residents and families are extremely important to us, and it's lovely to read your comments reflect this. Your feedback will be shared with the team.

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Review of
Horsell Lodge
from E S (Son of Resident) published on 14 June 2024

Submitted via Website • Report

Overall Experience

My mother has been a resident at Horsell Lodge for approaching five months and now proudly calls it home and is grateful every day for the exceptional care and support she receives.
Particularly praiseworthy is the sincere kindness and personalised attention each member of staff provides to each resident.

This extends beyond the numerous carers to the nursing staff, activities and entertainment team, housekeepers and hospitality.
We recently celebrated my mother's 90th birthday with close family and friends in a private lounge within Horsell Lodge. The staff had taken the time to decorate the room, including personalised balloons, and provided a delicious selection of party food and a homemade birthday cake. On the day a young chap from the hospitality team looked after all the guests, and everyone commented on his hard work and professionalism. Just one example of the commitment shown by the team which sets Horsell Lodge apart.

Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge

Thank you for taking the time to leave us a review and for your kind words and recognition of the team at Horsell Lodge Care Home. The care and services we deliver as a team to our residents and families are extremely important to us, and it's lovely to read your comments reflect this. Your feedback will be shared with the team.

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Review of
Horsell Lodge
from Philip D (Son of Resident) published on 14 June 2024

Submitted via Website • Report

Overall Experience

The home brilliantly organised a very special lunch for Mum's 90th birthday. The in-house catering team, which I understand is a new team, could not have done any more to make it as special as it was. Tables were brilliantly decorated and the team even had some of Mum's dancing pictures displayed. We

were served the menu of the day (chosen in advance) by two of the team. The younger of which was his first time in this environment. He was very professional at all times and courteous in his approach. Overall a fantastic experience. Would thoroughly recommend a private dining experience at Horsell Lodge, which came close to fine dining.

Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge

Thank you for taking the time to leave us a review and for your kind words and recognition of the team at Horsell Lodge Care Home. The care and services we deliver as a team to our residents and families is extremely important to us. We continually strive to improve the care and service we provide and appreciate your feedback relating to 'Activities'. Your feedback will be shared with the team.

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Review of
Horsell Lodge
from J M (Son of Resident) published on 4 June 2024

Submitted via Postal Card • Report

Overall Experience

Horsell Lodge provided an excellent safe environment for my mother while she recovered from a fractured pubic rami. All the staff were professional and very caring, the management team, nursing team, nurone team, activities team, ladies on reception, the catering team and the housekeeping. The room

was spacious and well-equipped with an ensuite and fridge. The daily activity programme was well thought out and well presented. The food was very good with choices provided at each meal. Access is the garden is an excellent facility as is the hairdressing salon. Thank you to all the staff who enabled my mother to recover well.

Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge

Thank you for taking the time to leave us a review and for your kind words and recognition of the team at Horsell Lodge Care Home. The care and services we deliver as a team to our residents and families is extremely important to us, and it's lovely to read your comments reflect this. Your feedback will be shared with the team.

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Review of
Horsell Lodge
from L W (Resident) published on 25 April 2024

Submitted via Postal Card • Report

Overall Experience

A feeling of safety for my well-being. Happiness is all I am feeling, The warmest greetings from all carers from morning to night, then all through the night sleeping knowing someone is always there for you. An exceptional chef who caters for all resident's needs. Never a wasted moment of the day, so

many activities for all.

Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge

Thank you for taking the time to leave us a review and for your kind words and recognition of the team at Horsell Lodge Care Home. The care and services we deliver as a team to our residents and families is extremely important to us, and its lovely to see your comments reflect this. Your feedback will be shared with the team.

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Review of
Horsell Lodge
from L S (Friend of Resident) published on 22 April 2024

Submitted via Website • Report

Overall Experience

This has always been a good home, I visit a friend a few times a year, and this visit and the whole home were elevated to the next level thanks to the new hospitality manager, the event I attended was one I would have been delighted with if it had been in a restaurant, to receive such 5-star service

in a care home was way above my expectations, I had a chat with him and he explained he was new but had great support from his two managers to move standards forward, it is obvious he is succeeding, a good care home is now a very good one.

Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge

Thank you for taking the time to leave us a review and for your kind words and recognition of the team at Horsell Lodge Care Home. The care and services we deliver as a team to our residents and families are extremely important to us and your lovely comments reflect this. Your feedback will be shared with the team.

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Review of
Horsell Lodge
from T C (Son of Resident) published on 28 March 2024

Submitted via Website • Report

Overall Experience

Care home is generally ok. I think management could be more proactive on the floor. The food is appalling, a lack of respect towards what people want to eat and what’s written on the menu and what’s actually provided. No snacks or fruit available. Most staff came across as pleasant. A strong resistance

to get a doctor appointment as this cost money, even though it was clearly required. At the end I thought there was a lack of compassion from the home and no communication or any interest shown. It was just about money ultimately.

Reply from Julie Bignell, Home Manager at Horsell Lodge

Thank you for taking the time to leave a review for Horsell Lodge Care Home. We continually strive to improve the care and service we provide and appreciate your feedback which we have taken on board. If you would like to discuss this further, we would be happy to arrange a meeting with you. If this is something youd like to do, please get in touch with us.

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Review of
Horsell Lodge
from A B (Son of Resident) published on 27 February 2024

Submitted via Postal Card • Report

Overall Experience

This is a very appointed purpose-built home with excellent facilities. The staff are very welcoming and are all involved in the care of the residents. They will go above and beyond to ensure that their resident's needs are met.
Only criticism would be that on occasion they do not give enough priority

to some medical needs.

Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge

Thank you for taking the time to leave a review for Horsell Lodge Care Home and for your positive comments about our home and team. We continually strive to improve the care and service we provide and appreciate your feedback. All comments will be shared with the team.

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Review of
Horsell Lodge
from D W (Respite Resident) published on 15 September 2023

Submitted via Postal Card • Report

Overall Experience

The nurses worked above and beyond their duties. All the staff were very caring, special people. I came here convalescing after L4/5 lumbar spine decompression and fusion as I live on my own and have no one to look after me. Very heavy duvets on the beds, I had to ask for a lightweight one which they

found 2 days later. Beautiful modern decor throughout.

Reply from Julie Bignell, Home Manager at Horsell Lodge

Thank you for taking the time to leave us a review and for your kind words and recognition of the team at Horsell Lodge. The care and services we deliver as a team to our residents and families are extremely important to us and we hope you enjoyed your stay with us. Your feedback will be shared with the team.

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Review of
Horsell Lodge
from Paula P (Daughter of Resident) published on 6 September 2023

Submitted via Postal Card • Report

Overall Experience

Our mum had two weeks of respite following her time in the hospital. She was so happy that she decided to become a permanent resident immediately after respite. As a family, we cannot fault the care Mum has received. Every member of staff that we have encountered have been incredibly helpful and very

good at their jobs.

Reply from Julie Bignell, Home Manager at Horsell Lodge

Thank you for taking the time to leave us a review, Paula. We are so pleased to read your positive comments about your mum’s care at Horsell Lodge and that she’s getting the care she deserves. Your feedback will be passed on to the team who will be delighted with your 5* review.

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Review of
Horsell Lodge
from Lindy N (Daughter of Resident) published on 19 July 2023

Submitted via Postal Card • Report

Overall Experience

When we came to view (we) my husband and myself knew this was where my 93 year old Mum would be happy. I was right it ticks all the boxes. Yesterday my mum rang at 7 to say one of the carers had popped in to give her a share of her birthday chocolates. That sums it up completely, a home from home. She

has blossomed here, no complaints, just pleased to have found this brilliant place for my lovely Mum.

Reply from Julie Bignell, Home Manager at Horsell Lodge

Thank you for taking the time to leave us a review Lindy, we are so pleased to read your positive comments about your mum’s care at Horsell Lodge and it is lovely to hear she is settling in at the home. Your feedback will be passed on to the team who will be delighted with your 5* review.

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Review of
Horsell Lodge
from Tom S (Son of Resident) published on 29 June 2023

Submitted via Website • Report

Overall Experience

My father has been having respite care at Horsell Lodge and it has been outstanding. The home is beautifully and cleverly designed to maximise comfort and care. The staff are always kind, friendly and attentive.
It has made such a difference to the whole family to know that Dad is safe and well-cared

for. I can recommend Horsell Lodge very highly.

Reply from Julie Bignell, Home Manager at Horsell Lodge

Thank you for taking the time to leave a review Tom and for your positive comments about our home and team. We are pleased to hear your father is getting the care he deserves. We continually strive to improve the care and service we provide and appreciate your feedback.

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