Trust Care Management Ltd in West Midlands | 1 Care Home

Review of
Primrose Hill Nursing Home
from Chris P (Daughter of Resident) published on 13 March 2025

Submitted via Website • Report

Overall Experience

Mom was placed at primrose hill as an emergency for 7 weeks. She struggled for the first week, but with the care and patience of the staff she settled down and enjoyed her time there, having little jokes with the staff. She enjoyed her time on Red Rose Lane, the food was excellent, the carers, nurses,

laundry, receptionists were excellent and lovely. A very friendly place, made to feel at home. Nothing was too much trouble.

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Review of
Primrose Hill Nursing Home
from A F (Daughter of Resident) published on 21 February 2025

Submitted via Postal Card • Report

Overall Experience

The staff at Primrose Hill Nursing Home are so caring and loving towards my mother. They keep us informed and up to date with any health issues. Having had experience of several care homes, this is by far the best.

Reply from Beckie Greaves, Registered Manager at Primrose Hill Nursing Home

Thank you so much for your kind words. It is a pleasure and a privilege to be able to be part of your mom's journey.

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Review of
Primrose Hill Nursing Home
from Kay M (Daughter of Resident) published on 16 December 2024

Submitted via Website • Report

Overall Experience

My mom was at Primrose for 3 and a half years. She had been in 4 homes before coming to Primrose and this was by far the best. My mom was cared for impeccably and the staff treated her like family. Unfortunately, my mom passed away in November and I can not praise the staff enough, from nurses to staff

to domestics to the activities team who came in and played music to her while the family took a moment away. The end-of-life care was out of this world and I will never be able to thank them enough. The management team were there throughout the entire time and never left our side. The last few days of Mom's life were the best possible days and she most definitely had the most comfortable and peaceful death possible.

Reply from Beckie Greaves, Registered Manager at Primrose Hill Nursing Home

It was an honour and a pleasure to be a part of your mom's journey whilst she was here at Primrose Hill. I am so pleased that your mom and your family had the most pleasant experience possible during this sad time. Kind Regards, Registered Manager

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Review of
Primrose Hill Nursing Home
from Karen S (Daughter of Resident) published on 29 November 2024

Submitted via Website • Report

Overall Experience

My dad has been a resident since June 2022 and I couldn't feel more blessed that he is in the best care home to meet his needs. The carers are the most amazing people and show so much care and compassion towards my dad. They always make me and my mum feel very welcome, nothing is too much trouble and

they treat me and my mum with the same respect they give my dad. I am very grateful to each and every carer and nurse who provide my dad with a caring environment surrounded by special people who look after him whilst we can't be there with him. It is heartbreaking for my dad not to live in his own home anymore but Primrose has become a perfect home for him to settle into and be surrounded by people who are truly worth their weight in gold. Thank you for wrapping him up in your care and devotion. Words will never be enough.

Reply from Beckie Greaves, Registered Manager at Primrose Hill Nursing Home

Thank you for your kind words. Thank you for trusting us with your dad, it is an absolute honour to be a part of his and your journey.

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Review of
Primrose Hill Nursing Home
from C L (Stepfather of Resident) published on 27 November 2024

Submitted via Website • Report

Overall Experience

Always a pleasant atmosphere, the staff are all caring and look after the residents with respect and kindness and are always friendly to them and are always friendly with the visitors. Highly recommend Primrose Hill.

Reply from Beckie Greaves, Registered Manager at Primrose Hill Nursing Home

Thank you for your kind words, it is wonderful to receive such lovely feedback, as you know, we strive to provide our residents and their loved ones with a homely environment and family-friendly feel and it is wonderful to see that we are achieving this daily.

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Review of
Primrose Hill Nursing Home
from Becky P (Relative of Resident) published on 19 August 2024

Submitted via Website • Report

Overall Experience

I found the whole experience of looking for a suitable care home for my relative very daunting, but once I met the manager and her team my mind was put at ease straight away. The manager is very informative and clearly has a passion for her clients and staff. The dementia unit is fabulous. My relative

takes part in so many activities and is stimulated daily. The home arranges fun days for the residents and families to take part in regularly. The staff are very compassionate and caring and nothing is too much trouble for them. After viewing many awful homes, we are so glad to have found this one as we are all now finally settled as a family.

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Review of
Primrose Hill Nursing Home
from B G (Husband of Resident) published on 23 February 2024

Submitted via Postal Card • Report

Overall Experience

The home is lovely and clean and tidy. The care my wife has is excellent, you only have to say something and it's done. The food is excellent, very nourishing. I have even been offered food. Activities are fantastic and very involving. I don't know how the staff do all that they do, they are amazing.

The manager is always around and engages with everyone, she always has a laugh and joke with me.

Reply from Beckie Greaves, Registered Manager at Primrose Hill Nursing Home

Thank you for your kind words, we so enjoy having our interactions with you when you come to the home. Thank you for trusting us with your amazing wife, it is an absolute pleasure to be a part of her journey.

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Review of
Primrose Hill Nursing Home
from Darren B (Husband of Resident) published on 22 February 2024

Submitted via Website • Report

Overall Experience

My wife has been here for the past 18 months on Red Rose, and what I can say is that the staff go over and above in what they do as carers, they are polite and very caring to my wife and to the other residents (as I visit my wife nearly every single day) I see how hard they all work on a regular basis.

The facilities are clean and tidy and well kept by all the domestics, my wife's needs are met and she is well looked after.
When I have had any issues they have been addressed quickly and efficiently by staff or by management. I cannot praise the manager enough for how hard she works in keeping this care home. The staff are very considerate in asking how I am and if I need anything, there is nothing ever too much trouble for them including the manager. We are fortunate to have a care home like this.

Reply from Beckie Greaves, Registered Manager at Primrose Hill Nursing Home

Thank you for the feedback, we are honoured to be able to have your wife in our care and be a part of her journey. Your kind words will be passed to the staff, which I know they will appreciate. Your observation on the company standards are a testament to the staff that work here and the standards that we hold dear. As a team we enjoy your visits as much as your wife does and we cannot thank you enough for trusting us with your precious wife.

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Review of
Primrose Hill Nursing Home
from John C (Brother-in-law of Resident) published on 19 February 2024

Submitted via Postal Card • Report

Overall Experience

I see my brother-in-law 3-4 times a week. The home is very clean, the staff are very good and very helpful.

Reply from Beckie Greaves, Registered Manager at Primrose Hill Nursing Home

Thank you for your kind words, we really enjoy your visits and your interactions with the staff really bring a smile to all of us.

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Review of
Primrose Hill Nursing Home
from A L (Sister of Resident) published on 16 January 2024

Submitted via Website • Report

Overall Experience

Staff including nurses were not skilled in how to care for a resident with grade 4 pressure sores. My brother was left without a call bell for several months and charged £300 when he broke one accidentally. Staff told him they hated him! They still work there as carers. Staff would leave him calling

out for help.
Manager always in a meeting when called to speak to her. Nurse repositioned with bed sheet on her own. This care home has too many concerns that need addressing. He was refused back into the home after having Sepsis! A life-threatening illness. Poor on many levels.

Reply from Beckie Greaves, Registered Manager at Primrose Hill Nursing Home

We are sorry for your distress, and we assure you that we take these matters very seriously. Here are our responses to each of your points:

Staff Training: Our staff, including nurses, are well-trained to care for residents with various health conditions, including grade 4 pressure sores. We follow the latest guidelines and best practices in wound care management. We collaborate with other agencies, and we did so on this occasion. There were care plans in place and they were regularly updated due to the complexity of the care required. It is also important to recognise that the sores were not acquired from the home, but from the hospital and they had been recurrent for several years.

Call Bell: The call bell was always in place. We had a conversation with your brother, who has full capacity, and he understood that he would be liable for the cost of replacing the call bells after breaking several of them. He agreed to this willingly and apologised.

Staff Conduct: We maintain a strict code of conduct for our staff, which includes treating all residents with respect and dignity. Any behaviour contrary to this is unacceptable. This was a matter that was not reported to the home. Your brother had many positive relationships with the staff and he considered many of them as his friends. He also had full capacity to raise any concerns himself.

Manager Availability: My role involves various responsibilities, including meetings. However, we understand the importance of being available for residents and their families. I will however take this opportunity to point out that your brother explicitly requested that you have no involvement in his care or access to any information about him.

Repositioning Residents: Our staff are trained to use safe and appropriate techniques when repositioning residents. It would have been impossible for this to be done without the help of two or more staff due to the complex needs and body mass index (BMI) of your brother. His care plans were extensive and detailed this requirement. Since you had no involvement in his care, I am unsure how you could make such claims.

We appreciate your feedback as it helps us improve our services. We are committed to providing the highest level of care.

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Review of
Primrose Hill Nursing Home
from A D (Respite Resident) published on 4 October 2023

Submitted via Website • Report

Overall Experience

I have been here just over 2 months following 3 operations on my brain tumour. Previously I've spent time in the hospital quite a lot. I'm still only 38 but have full capacity. At my last care home, I was there for 12 months. Before this, I had home care in my own ground-floor apartment. As my condition

deteriorated (hence needing 2 more operations and 6 weeks of radiotherapy). It was clear and obvious I needed more support. I have so far found here the most suitable place for me. Because of previous bad experiences in care homes, I've tried to be very critical of mistakes and honestly, I struggle to find many. 4.8/5 from me as a 24/7 resident.

Reply from Beckie Greaves, Registered Manager at Primrose Hill Nursing Home

Thank you for your review, it has been an absolute pleasure to be able to be a part of your journey. You have shown determination and resilience to your circumstances and the team and I are incredibly proud of you. We love how involved you are with the team and giving feedback. We look forward to the rest of our journey together.

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Review of
Primrose Hill Nursing Home
from Navreet D (Granddaughter of Resident) published on 20 September 2022

Submitted via Postal Card • Report

Overall Experience

Absolutely blown away by both the loving care and professionalism shown by the staff. I turned up, unannounced to find my grandmother's room immaculate, smelling fresh and so did she. she looked wonderful. They dealt so kindly with two gentlemen residents, clearly with dementia who were wandering. The

staff here are outstanding, caring, kind, honest and thoughtful. All working hard and with a smile. They are all angels.

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Review of
Primrose Hill Nursing Home
from Jane L (Daughter of Resident) published on 20 October 2021

Submitted via Website • Report

Overall Experience

My mother spent the last 18 months of her life at Primrose Hill and was given the greatest care and support from the team on the Forget-Me-Not unit. They not only cared exceptionally well for her but also became like family members to her, which is testimony to the management of the unit and to everyone

who works there. The kindness and compassion that I saw demonstrated to all residents was outstanding.

Reply from Becky Greaves, Registered Manager at Primrose Hill Nursing Home

Thank you so much for your kind words. It was an honour to have your dear mom here with us at Primrose Hill.

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Review of
Primrose Hill Nursing Home
from Navpreet C (Granddaughter of Resident) published on 17 June 2021

Submitted via Website • Report

Overall Experience

The Unit Manager is so proactive, kind and compassionate and very giving with her time. She always makes the time, very often outside of her working hours, to visit and spend some precious time with my grandmother. When she sees her she radiates loving-kindness that I feel has been crucial to my grandmother’s

survival. 18 months ago my grandmother was lying on her deathbed with pneumonia in hospital, the Doctor was ready to withdraw treatment and prepare us for end of life. After surviving pneumonia and being sent to Primrose Hill, all the staff including the unit manager, have just engaged and engulfed my grandmother with loving kindness that her health is moving from strength to strength. Especially over lockdown after lockdown and us not being able to visit, all the staff on Penny Lane are gems and have always gone the extra mile in seeing that my grandmother is living (and not dying) a happy soulful life!

Reply from Shelley Bainbridge, Regional Operations Manager at Primrose Hill Nursing Home

Thank you for your review, what inspirational words you say, I know your grandmother is precious to you and this feedback is marvellous, we love caring for your grandmother she makes us all smile every day and we are so privileged to be part of her journey here at Primrose. Thank you.

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Review of
Primrose Hill Nursing Home
from Sawinder C (Daughter of Resident) published on 25 November 2020

Submitted via Postal Card • Report

Overall Experience

All my family have been so pleased and honoured with the way the staff, such as one of the nurses have taken care of my mum during this lockdown period. It makes such a difference to know that she is in good hands. Thank you, everybody!

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Review of
Primrose Hill Nursing Home
from Sarah F (Daughter of Resident) published on 23 September 2020

Submitted via Website • Report

Overall Experience

My mother is so happy and so well looked after. This is her third nursing home, and it is by far the best. It has been such a long time since I've seen my mum so happy. She described her home as "paradise" and when I asked her more, she told me "I love the staff, and the staff love me." She told me

about all the lovely food and drink that she has, especially the cooked breakfasts!
The activities shown on Facebook updates look brilliant. I couldn't be any happier that my mum lives there. Thank you Primrose Hill staff!

Reply from Gemma Diss, Registered Manager at Primrose Hill Nursing Home

Thank you, Sarah, we are so happy that your mum has such a positive experience living with us. We do like to fill each day with love and purpose, it is heartwarming to hear that your mum experiences that every day! Thank you for taking the time to feed this back to us.

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Review of
Primrose Hill Nursing Home
from Lisa (Son of Resident) published on 22 July 2020

Submitted via Website • Report

Overall Experience

I will start by saying what a wonderful nursing home. After my mum had an awful time, she was placed at Primrose Hill, even though we can only see and hear from the staff and their wonderful Facebook page. My mum has told me how lovely the staff are. With her Parkinsons, we felt there was no home that

could cope or manage her difficulties, they have been concerned, helpful, and from the fantastic Facebook site it looks amazing compared to what we have experienced recently. No sitting around, always singing, dancing and activities. Thank you to all.

Reply from Gemma Diss, Registered Manager at Primrose Hill Nursing Home

Hi Lisa, thank you for this lovely feedback! We pride ourselves on making sure Primrose Hill is full of life with lots of new experiences, love and fun. It is a pleasure and an honour to have your mum as part of the Primrose Family and we are all very much looking forward to opening the doors again and getting to know you all properly!

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Review of
Primrose Hill Nursing Home
from Pauline C (Daughter of Resident) published on 8 June 2020

Submitted via Postal Card • Report

Overall Experience

I can't praise Primrose Hill enough. They made my dad's last days so comfortable and happy for him. So kind to us as well. They are so thoughtful.

Reply from Gemma Diss, Registered Manager at Primrose Hill Nursing Home

Thank you for this wonderful review. It is an honour to be able to support people in the last days of their life. We are very proud that we provided your dad and your family with a positive experience at a difficult time.

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Review of
Primrose Hill Nursing Home
from Alice C (Daughter of Resident) published on 11 March 2020

Submitted via Website • Report

Overall Experience

Dad was transferred to Primrose Hill in January 2020. A bright, spacious home with lots of character is what Dad needed and that’s exactly what he got. I can honestly say the care and support both Dad, my family and I have received has been, and continues to be, beyond outstanding. Questions are always

answered, reassurance is always given and a friendly hug is always available when things get tough. The staff at Primrose are incredible! They are helpful, kind, and considerate. I cannot thank the staff at Primrose enough for the care they provide Dad and the support they offer our family.

Reply from Gemma Diss, Registered Manager at Primrose Hill Nursing Home

We are so happy that our Primrose family have become your own. We are very proud of our environment, a home should be home where people can feel 'free to be me'! Thank you for trusting us with your dad's happiness and care.

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Review of
Primrose Hill Nursing Home
from Julie C (Wife of Resident) published on 11 March 2020

Submitted via Website • Report

Overall Experience

My husband moved into Primrose Hill in January 2020. The moment I first walked through the door, I was overwhelmed at how welcoming the staff were. I was treated with compassion by all concerned. As I was shown around, I was amazed at how staff were attending to residents with the utmost level of respect.

All residents were happy, some were involved in a variety of activities. My husband is so well looked after at all times. Any concerns staff may have are always discussed with me. Staff are always happy to answer any questions or queries I may have. Staff are always there to hand out hugs and reassurance when I am having a bad day. The cleanliness of the home is always of a high standard. The facilities of the home are excellent. Decorated to an extremely high standard. A varied menu is on offer. Rooms are decorated to a high standard and dementia-friendly. I would highly recommend Primrose Hill Nursing Home.

Reply from Gemma Diss, Registered Manager at Primrose Hill Nursing Home

Thank you for this wonderful feedback. The team and I are thrilled to hear about your experience as this is what we endeavour to achieve! A family, homely environment with high standards of care and good quality of life.

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Care Home Owned by Trust Care Management Ltd in West Midlands

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Trust Care Management Ltd Reviews in West Midlands (26)

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