Aurem Care in East Sussex | 1 Care Home

Review of
Hailsham House Care Home
from C R (Wife of Resident) published on 18 March 2025

Submitted via Postal Card • Report

Overall Experience

The care my husband received was excellent and the last few days before he died the staff were so kind and thoughtful to us his family. They were always looking after his needs and we could not fault the staff.

Reply from Rui Santos, General Manager at Hailsham House Care Home

Thank you for the review. Thank you for the kind words. I am glad that you were happy with our service and our staff. I will share with our team. Best wishes.

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Review of
Hailsham House Care Home
from Marina D (Daughter of Resident) published on 28 January 2025

Submitted via Website • Report

Overall Experience

Helpful staff, especially the deputy manager, who stepped in last minute to take a meeting whilst another member of staff was ill.
Any issues raised, have been listened to and were resolved promptly. Good communication throughout.

Reply from Rui Santos, General Manager at Hailsham House Care Home

Thank you for your lovely review. Good to hear the compliments about the team. Also great to hear that you have been listened. Let's keep up the good communication and ensure your loved one is well cared at Hailsham House. Best wishes!

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Review of
Hailsham House Care Home
from J K (Daughter of Resident) published on 16 January 2025

Submitted via Postal Card • Report

Overall Experience

The staff always go the extra mile. Today is Christmas Eve and one member of staff was cleaning the lounge, she was hoovering around the residents, interacting with them. Stopping to tie shoelaces and noticed a spill. Chatting to residents about their grandchildren and reassuring a new resident. Overall,

the staff have made Christmas extra special. Thank you.

Reply from Rui Santos, General Manager at Hailsham House Care Home

Thank you for the lovely review. I will share with the team at Hailsham House (Willow). Thank you for all your contribution being part in most of our activities. We will continue to do our best for the residents. Best regards.

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Review of
Hailsham House Care Home
from Shirley W (Wife of Resident) published on 3 December 2024

Submitted via Postal Card • Report

Overall Experience

The home is very welcoming with a calm atmosphere. My husband is cared for and loved by the staff who are always approachable which is a great comfort to me.

Reply from Rui Santos, General Manager at Hailsham House Care Home

Thank you for your lovely review. I will certainly share this with my team in Orchard community. We will continue to do our best to care well for him. It's always a pleasure to see you around too. Many thanks

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Review of
Hailsham House Care Home
from Georgina S (Friend of Resident) published on 22 November 2024

Submitted via Website • Report

Overall Experience

I am very satisfied with the care my friend has received from the all staff at Hailsham House. Her health has greatly improved and zest for life has been restored. I would like to give highest praise for the work that the wellbeing team do, from daily activities and trips out to social shindigs. I have

enjoyed joining resident with her family at many fantastic events that have been great fun and given enrichment to all involved. Thank you

Reply from Rui Santos, General Manager at Hailsham House Care Home

Thank you so much for your lovely review. I am glad to hear so well about our activities. You are always welcome to join us for the events and have fun with her and the others. We will focus on continuing these amazing events. December will be again another full month with a lot going on. The Wellbeing team will ensure you have the planner. Hope to see you!

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Review of
Hailsham House Care Home
from B T (Husband of Resident) published on 19 November 2024

Submitted via Postal Card • Report

Overall Experience

Since Aurem Care took over, many major improvements have taken place. In facilities and staff improvements.

Reply from Rui Santos, General Manager at Hailsham House Care Home

Thank you very much for your kind review. I am glad you recognized our recent improvements. I will also share with the team these lovely comments. I am committed to continue to improve in all the domains. Many thanks, General Manager

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Review of
Hailsham House Care Home
from Janette S (Wife of Resident) published on 13 November 2024

Submitted via Website • Report

Overall Experience

My husband has settled in very well to Hailsham house. All the staff go above and beyond to help my husband. His room is clean, and his laundry is always folded neatly and put away. The ladies on reception are always helpful and are lovely.
The food is OK, some days better than others.
It is a shame

that the minibus has gone, it has had a real effect on the staff and residents.

Reply from Rui Santos, General Manager at Hailsham House Care Home

Thank you for your kind review. Glad to hear that your husband is well settled in Hailsham House. We will continue to do the best for him. I will share the compliments with the team. The minibus has gone unfortunately, I know it was important for the team and residents but we have alternatives for the residents. Thank you for spending time doing this review as it's really important for us to improve.

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Review of
Hailsham House Care Home
from Gill P (Daughter of Resident) published on 13 November 2024

Submitted via Website • Report

Overall Experience

My mum is very happy at Hailsham House and appreciates her care in her later years. As daughter and deputy for my mum, I like the relaxed nature of mum's care combined with closer attention if there is a problem and we feel nursing care is very good. We are getting to grips with the change in admin

and are generally happy so we can ensure mum is happy and we also have the information we need to complete our official duties as deputies (me and my brother).

Reply from Rui Santos, General Manager at Hailsham House Care Home

Thank you very much for sending some time to do this review. I am glad to hear that your mum is happy at Hailsham House. Thanks for the compliments about our care and nursing care. This review allow us to improve in all the sectors to continue to provide the best care to your mum.

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Review of
Hailsham House Care Home
from Paul S (Son of Resident) published on 13 November 2024

Submitted via Website • Report

Overall Experience

The staff are always friendly and welcoming.
My mum's younger self would not have chosen to end up in a nursing home.
However, she is very happy here and is very well cared for.
I have seen a steady improvement, over the years, since she first entered Hailsham House.
Communication, from Hailsham

House, is starting to improve.

Reply from Rui Santos, General Manager at Hailsham House Care Home

Thank you for your review and the kind words to the team. Thank you also for recognizing the improvement over the last years. We are committed to the ongoing improvement and it's a pleasure to provide care to your mum.

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Review of
Hailsham House Care Home
from J T (Wife of Resident) published on 6 November 2024

Submitted via Postal Card • Report

Overall Experience

My husband was only in Hailsham House for three months but my family and I were happy that he was cared for and that he seemed happy, although he was deteriorating quickly. The carers knew all of our names (8 members) and as we were local, most members popped in for a short while every day. There was

always a smile to greet us and they knew everybody's names and we knew theirs. Although my husband hardly eat a meal, they all looked very appetizing. Overall we were glad that we chose this nursing home.

Reply from Rui Santos, General Manager at Hailsham House Care Home

Thank you for your kind review and I am glad to hear about your experience. Great to receive these compliments about the team. I will share with them. Best wishes!

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Review of
Hailsham House Care Home
from S B (Daughter of Resident) published on 4 October 2024

Submitted via Website • Report

Overall Experience

Dad was sent to Hailsham on discharge from the hospital; medically fit, but living with dementia. Five weeks later Dad was emergency transferred to the hospital, severely dehydrated and with dangerously low blood pressure, despite being on 1-2-1 care at Hailsham. He was much sicker than when he'd first

gone to hospital and wasn't expected to survive. Six hours after being admitted to hospital Dad was much brighter. I raised concerns with management who took 4.5mths to provide a less than satisfactory response. Virtually no effort was made to encourage any form of mental stimulation to Dad or so far as we could see to anyone else in the lounge. GP consultations were routinely done virtually rather than face to face which I doubt is best practice. I suspect doubling medication, relying on staff to report Dad's condition, contributed to his rapid decline. Records in the home were inaccurate (have proof). Had they been accurate they should have highlighted Dad's condition and the need for intervention.

Reply from Chip (Mawson Chipchase), Business Development Manager at Hailsham House Care Home

Thank you for taking the time to share your concerns. The well-being of our residents is of the utmost importance to us, and we take all feedback extremely seriously. At Hailsham House, we are committed to providing high-quality care, and we have thorough procedures in place to ensure that any concerns raised are fully investigated. The time taken to respond to your concerns was in part due to the investigations that were conducted to ensure that all aspects were carefully considered. We understand the importance of clear communication and meaningful activities for residents, and we strive to promote mental stimulation and engagement across all areas of the home. We have reviewed our procedures and records to ensure that the standards we expect are consistently maintained. Thank you again for bringing this to our attention as your feedback helps us to continually improve.

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Review of
Hailsham House Care Home
from Meshelle C (Daughter of Resident) published on 11 June 2024

Submitted via Website • Report

Overall Experience

The staff at Hailsham House are caring, kind and professional. My dad really enjoys his respite stays here. They are friendly and patient and nothing is too much. We spent a long time looking for the right place for Dad, and we are really happy to have found Hailsham house. Thank you.

Reply from Rui Santos, General Manager at Hailsham House Care Home

Thank you for your kind words. It's our pleasure to support you with respite care. I will share this review with my team in the community and see you for the next booking. Best regards, Rui

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Review of
Hailsham House Care Home
from Beverley M (Niece of Resident) published on 7 June 2024

Submitted via Website • Report

Overall Experience

I was very pleased with the care my uncle received for two weeks of respite. I felt he was well looked after in a very professional way, within an excellent environment. Hopefully, we can make this a regular arrangement.
I had peace of mind and was able to relax, knowing he was being taken of and

looked after properly.

Reply from Rui Santos, General Manager at Hailsham House Care Home

Thank you very much for the lovely review. Glad you felt great about the last respite and, as you know, we are always here when you need. I will share with my team. Many thanks. Best regards, Rui

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Review of
Hailsham House Care Home
from P R (Husband of Resident) published on 7 June 2024

Submitted via Website • Report

Overall Experience

I would like to say a massive thank you from the management to all the staff on Willow unit at Hailsham House I was taken into hospital suddenly and Hailsham House went above and beyond to get my wife into respite care I cannot be more thankful and grateful for the way the staff cared for my wife and

left a massive impression on my wife that she would go back again for respite care when needed.

Reply from Rui Santos, General Manager at Hailsham House Care Home

Thank you very much for the lovely review. Glad you felt great about the last respite. I will share it with my team. You are always welcome at Hailsham House. Best regards,Rui

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Review of
Hailsham House Care Home
from E P (Brother of Resident) published on 17 May 2024

Submitted via Postal Card • Report

Overall Experience

I recently visited my brother for the first time in his new care home; Hailsham Care Home and I received a very warm and friendly greeting from all the staff I met. The staff were kind and compassionate, Taking exceptional care of my brother. The staff were all professional, attentive, and courteous.

My brother's bed faces the garden and trees. I was kindly offered a cup of tea and was most welcome after a long journey.

Reply from Rui Santos, General Manager at Hailsham House Care Home

Thank you very much for the lovely review. I will share the compliments with my team. It was very nice to meet you on that day, you were also very kind to everyone. You are always welcome to join us for another cup of tea. The kettle is on!

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Review of
Hailsham House Care Home
from Anthony P (Husband of Resident) published on 18 March 2024

Submitted via Website • Report

Overall Experience

I would like to take the opportunity to thank one member of staff in particular and all staff members that made February 14th (Valentine's Day) so special.
My wife is unable to comprehend what's happening, but it was still a joy be spend some extra time with her room on this special occasion.
The

meal, flowers and the trail of hearts into her room was a nice and uplifting touch.
Special thanks to all at Hailsham House!

Reply from Chip (Mawson Chipchase), Business Development Manager at Hailsham House Care Home

Thank you for your kind review. Our team always try to go above & beyond for special occasions, we are so happy that you & your wife both enjoyed the day.

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Review of
Hailsham House Care Home
from P P (Daughter of Resident) published on 31 January 2024

Submitted via Website • Report

Overall Experience

The staff in the unit were always warm and welcoming when I visited my dad.
They cared for him with kindness and compassion, and did their very best for him.
The small lounge where we could go and spend time as a family was so nice.
And the kettle indeed was always on.
There wasn’t a visit where

a cup of tea wasn’t offered.
Dad loved the garden too, which is kept immaculate. And there are also lots of activities and events put on which I know he enjoyed.
I would just like to say a very big thank you to you all on the unit for everything you did for Dad.

Reply from Chip (Mawson Chipchase), Business Development Manager at Hailsham House Care Home

Thank you for your kind words - It was a pleasure to care for your dad, we are glad that our team we able to be part of his journey.

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Review of
Hailsham House Care Home
from Victoria S (Daughter of Resident) published on 25 January 2024

Submitted via Website • Report

Overall Experience

To all of the team at Hailsham House. I am writing to thank you all for your exceptional care of my father. My dad was with you for 6 months and during that time, I knew he was so well cared for and that you all did everything you could for him. Every single member of your staff was amazing and I am

so grateful to them. The care and respect that they offered my father and to us was wonderful. I am so pleased that he came to you. I was so impressed with every aspect of Hailsham House. Thank you all again.

Reply from Chip (Mawson Chipchase), Business Development Manager at Hailsham House Care Home

Thank you so much for your kind words about Hailsham House and the team here. It was a pleasure to care for your father & be a part of his life. We all miss him dearly and we will make sure that the team hear the lovely comments you have written.

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Review of
Hailsham House Care Home
from Kelly P (Daughter of Resident) published on 25 January 2024

Submitted via Website • Report

Overall Experience

My mum has been in Hailsham house for 3 years now. She is happy and settled there. They always make me feel welcome and tell me everything going on with Mum's health and wellbeing. The staff are always kind and are really good to talk to and sometimes cry to. I feel supported by them when I get upset.

Equally, they are always there to laugh with. I think they are amazing and I wouldn’t want my mum to be anywhere else. A massive thank you to each and everyone of the staff on Willow unit!

Reply from Chip (Mawson Chipchase), Business Development Manager at Hailsham House Care Home

Thank you for your kind words. The team here at Hailsham House really take pride in the support that they give to not only the residents but also to their families and visitors. We will make sure that your thanks are also passed on to our amazing team who care for your mum.

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Review of
Hailsham House Care Home
from J E (Wife of Resident) published on 3 January 2024

Submitted via Postal Card • Report

Overall Experience

My husband is a resident in the Willow unit, when he arrived in Hailsham House from another care home he was very poorly with a chest infection and lack of good care. Within a short time, he was a different man. I find the care given to my husband is very good, they are all very kind and caring, there

is a happy atmosphere in the Willow unit and the activities are amazing, the work put into it is commendable.
In Hailsham House, you feel you belong to a family. I am always informed about my husband and what other things are going on.

Reply from Rui Santos, General Manager at Hailsham House Care Home

Thank you so much for taking the time to share your review, we are all so grateful. It is our great pleasure to be trusted to care for your husband and an honour that we take very seriously, and that we are proud to deliver on. Thank you again, and we all look forward to continuing to see you around during our activities.

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