Hill Care in Northumberland | 1 Care Home

Review of
The Oaks Care Home
from Janet H (Friend of Resident) published on 13 January 2025

Submitted via Postal Card • Report

Overall Experience

Helpfulness of manager: I rang re best times to visit and he rang me back within a quarter of an hour, he could not have been more helpful in words or tone of voice. Friendliness and helpfulness of two staff members - one taking me to my friend's room, the other helping me use the lift. Atmosphere was

very relaxed and friendly. Residents' call buttons produce a much less intrusive sound than other homes I have visited.

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Review of
The Oaks Care Home
from Brian K (Husband of Resident) published on 22 July 2024

Submitted via Postal Card • Report

Overall Experience

If I ask for information about my wife's health or welfare I know that the staff will answer my questions fully.

Reply from Euan Bell, Home Manager at The Oaks Care Home

Thank you for your lovely review of our home, it is much appreciated. We will share your comments and scores with the staff team, they will be over the moon to read them. Wishing you all the best.

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Review of
The Oaks Care Home
from K B (Sister of Resident) published on 30 April 2024

Submitted via Website • Report

Overall Experience

The Oaks is a very welcoming home. The staff go far beyond their duties of care and compassion.
Nothing is too much trouble for them, always accommodating and friendly.
They are always cheerful and always making the residents feel relaxed and feel at ease. Knowing they are safe and cared for.
They

have lovely activities for the residents.
The management have reached a level of understanding of the needs. Likes and type of care all the residents need.
I couldn't recommend the Oaks Care home any better.

Reply from Tara Groza, Home Manager at The Oaks Care Home

Thank you for your fantastic 5-star review of our home. It is wonderful to read how happy you are with the care your sister enjoys. We will share your comments with the staff team, they'll be over the moon! Wishing you the best always.

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Review of
The Oaks Care Home
from H W (Daughter of Resident) published on 26 April 2024

Submitted via Postal Card • Report

Overall Experience

The Oaks is a very friendly and welcoming home. Residents always look happy, well cared for, with friendly staff, like a family. The manager is always there, interacting with everybody - welcoming. Care given is beyond their duties and looks like they enjoy their jobs. Entertainment is really enjoyed

as the residents say. Wonderful place!

Reply from Tara Groza, Home Manager at The Oaks Care Home

Thank you for your fantastic review of our home; it is great to read your comment that we are 'like a family' as we work hard to ensure that everyone feels this way. We will share your kind words with our team, they will be over the moon with your comments. Wishing you all the best.

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Review of
The Oaks Care Home
from F S (Granddaughter of Resident) published on 26 April 2024

Submitted via Postal Card • Report

Overall Experience

My grandma has been at The Oaks Care Home for a couple of years. I don't visit often as I live abroad. Came for Easter and I was amazed! Wow! The home looks great, like a home. Staff are kind, caring, welcoming, going the extra mile to see everyone happy. Had a chat with the manager, she really knows

her residents, knew everything about my grandma! Open and so nice, has time for everybody. My grandma looked so well cared for, clean, happy and smiling. Entertainment was going on and residents appeared to enjoy it! The home was clean and smelled like fresh cooking/baking. Hope I can visit more often! Well done to the staff at The Oaks.

Reply from Tara Groza, Home Manager at The Oaks Care Home

Thank you for your great review of our home, we were all deeply moved by your kind words. It is wonderful that you recognise how our staff 'go the extra mile'. We will share your kind words with the team, they will be delighted with your comments. Wishing kindest regards always.

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Review of
The Oaks Care Home
from F H (Friend of Resident) published on 9 April 2024

Submitted via Postal Card • Report

Overall Experience

My friend was admitted to The Oaks at the end of last year and everybody treated her so kindly. She felt at home quickly. Visited a few times, staff are so kind and it is like a family. The manager is always there, very approachable and able to discuss with her about my friend. I am happy she's there!

Reply from Tara Groza, Home Manager at The Oaks Care Home

Thank you for your lovely review of our home, it is much appreciated. It's wonderful to hear how happy you are that your friend is cared for at our home. We will share your lovely comments with the team, they will be delighted to read them. Take the best of care.

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Review of
The Oaks Care Home
from David H (Husband of Resident) published on 9 April 2024

Submitted via Postal Card • Report

Overall Experience

The Oaks Care Home is run and managed efficiently and gives friendly care to the residents. There are shared toilets at the home and facilities could be improved, but the staff and carers do an excellent job with what they have to work with. My wife feels well cared for and enjoys talking to the staff.

The food is good, especially the puddings (my wife says).

Reply from Tara Groza, Home Manager at The Oaks Care Home

Thank you for taking the time to review our home. Your wife is a delight to care for and it's always great to see you during visits. Thank you also for your constructive comments, it would be good to discuss them with you if you have a chance to meet with me. Kindest regards.

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Review of
The Oaks Care Home
from L H (Daughter of Resident) published on 26 January 2024

Submitted via Website • Report

Overall Experience

My mam, who has advanced dementia, has been a resident here for two and a half years, having transferred from another facility.
From the minute she arrived, I knew it was the right place for her. The staff were very welcoming and were experienced in dealing with the types of problems my mam demonstrated.

There has been a change of manager since my mam arrived and I have to say she has been amazing. The change in the home has been all for the better in all aspects from the environment, staffing and overall care, a huge improvement on what had previously been a difficult time for the home.
My mam is well looked after and treated with respect and dignity in a very caring environment.
I would just like to congratulate all staff on such a fantastic job they are all doing to turn this home around.

Reply from Tara Groza, Home Manager at The Oaks Care Home

Thank you for your fantastic five-star review of our home. It is wonderful to hear how happy you are with your mum's care. We will share your kind words with the staff team, they will be over the moon to read them.

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Review of
The Oaks Care Home
from Adrian L (Nephew of Resident) published on 9 January 2024

Submitted via Website • Report

Overall Experience

My uncle has been in the home for over a couple of years, and I have to say the staff are fantastic and every time we come and visit my uncle is always happy and looks well cared for. Over the last 9 months, the home has undergone a lot of redecoration which has just added to the homely feel. My uncle

was able to pick the colours for his room and we were able to personalise this from him. The home in my opinion is just going from strength to strength and has an excellent manager at the helm and I can not praise this home enough. The staff are hard working, compassionate, friendly approachable and make families feel involved in the home. Everything you should expect in a care home. Thanks to everyone at The Oaks, who makes a difference to my uncle's life!

Reply from Tara Groza, Home Manager at The Oaks Care Home

Thank you for your fantastic 5-star review of our home, we are all over the moon to read your kind words. It is a delight to care for your uncle and we really appreciate how you recognise all of the great changes we've made at the home. We will share your wonderful praise with the team. Kindest regards.

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Review of
The Oaks Care Home
from Michelle D (Daughter of Resident) published on 24 August 2022

Submitted via Postal Card • Report

Overall Experience

The Oaks Care Home cared for both my parents. Dad especially, as he was bed-bound. With his passing, they were amazing until the very end. Very empathetic and professional. Living abroad means that I come to visit once a year and spend lots of time in and out of the home. The staff are friendly, fun

and always laughing. They always answer the phone when calling from anywhere at any time.

Reply from Joanne Young, Home Manager at The Oaks Care Home

Please accept our condolences again on the passing of your dad. Know that you are in our thoughts and prayers. Thank you for taking the time to review our home. We will share your kind words with our staff team, who we know will be deeply touched by them. Do not hesitate to get in touch at any time. Take care and keep safe.

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Review of
The Oaks Care Home
from Katherine M (Wife of Resident) published on 18 July 2022

Submitted via Postal Card • Report

Overall Experience

On May 30th, my relative was admitted as an emergency respite to The Oaks Care Home. I had packed just an overnight bag for him as I had not expected to be in hospital for more than 24 hours. However, I need a lot of recovery time, so on Wednesday 1st June I struggled over with more clothes and was

appalled at the state of the room he was in - it stunk of urine and the clothes he was wearing on the 30th May lay in a heap by the sink. These he had worn until the Wednesday when he had a shower (3 days!). I complained about the smell but as I was only there for 20 minutes, didn't realise his pyjamas had not been worn. I visited again on the Sunday. I had left 5 changes of clothing and 3 pairs of pyjamas, plus a few other items. Saturday 3rd after talking with him, I was disturbed at some things he said so I went to the home Sunday morning. What I found was shocking! The room still smelt of urine - although not quite as bad as I had complained about it previously. What was more shocking was the state of my husband, he was lying on an untidy bed wearing someone else's clothes! Apparently, he had had diarrhoea so he has been changed, but, he had been wearing the same clothes since Wednesday when I last saw him, he had been sleeping in them because no one came to help him wash and dress. His pyjamas were still unwarn as I had left them in his case and the only dirty ones were the ones the carers took off him on Sunday. So Wednesday, Thursday, Friday, Saturday and Sunday morning - 5 days! He wore his clothes and slept in them. He was unshaven - he had an electric shaver. His hearing aid was on the floor with the battery compartment open and battery missing. He smelt terrible! Apparently, he had washed his hands and face under running water as the sink had no plug and dried on a paper towel as there was no towel in the room. I raised the roof! After which the staff came to give him a shower, he was more or less dragged along a long hallway, got dizzy and fell. I was furious! He did have a shower and his room was cleaned at that point - smelt better but I could still detect an odour.
On the Monday I spoke with the manager who assured me he would be taken better care of and things would improve. Apparently, they were unaware of his difficulty with washing and dressing - his care plan was sent over from social services, so there was no excuse.

Reply from Joanne Young, Manager at The Oaks Care Home

Please accept our apologies that your experience was not as positive as we would have wished.
We have checked our records and see that we have not received any written complaint from you.
Your family member was placed with us as an emergency respite as you were going into hospital. You visited the home once during your family member’s stay and I contacted you as soon as I was made aware of the issues you raised. We spoke at length about your concerns, and you helped me to understand your current challenges.
I was able to confirm that your relative had enjoyed long showers, was shaved daily at his request, and his clothes were also changed daily. Upon his discharge we arranged transport, and a carer to accompany him back home. We do feel that we did everything to ensure that you were supported and your loved one’s stay was as positive as it could be.
Please, don’t hesitate to contact me again if you or your loved one need further support. We wish you both all of the best.

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Review of
The Oaks Care Home
from Barbara A (Daughter of Resident) published on 29 June 2021

Submitted via Postal Card • Report

Overall Experience

It is a good care home. Friendly people and caregivers. Pleasant surroundings. Plenty to do and a lovely garden.

Reply from Joanne Young, General Manager at The Oaks Care Home

Thank you for your lovely comments and hopefully, we will see you soon once restrictions are lifted.

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Review of
The Oaks Care Home
from Louise W (Daughter of Resident) published on 29 June 2021

Submitted via Website • Report

Overall Experience

My elderly mother has been a resident now for a year and a half she settled quickly and loves being there. Staff and management have and are doing a great job in keeping all residents safe, especially through the present pandemic. Many thanks.

Reply from Joanne Young, General Manager at The Oaks Care Home

Thank you for your lovely comments and hopefully see you all soon.

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Review of
The Oaks Care Home
from Heather H (Wife of Resident) published on 29 June 2021

Submitted via Postal Card • Report

Overall Experience

My husband is well-groomed when I see him. The staff are pleasant and friendly. NB unable to give some ratings and not able to go inside and see.

Reply from Joanne Young, General Manager at The Oaks Care Home

Thank you for your lovely comments and hopefully, we will see you soon once restrictions are lifted.

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Review of
The Oaks Care Home
from I C (Son of Resident) published on 15 April 2021

Submitted via Postal Card • Report

Overall Experience

Great staff, very caring. My dad is well looked after by all.

Reply from Joanne Young, General Manager at The Oaks Care Home

Thank you so much for your lovely comment; we all look forward to seeing you soon.

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Review of
The Oaks Care Home
from James B (Husband of Resident) published on 15 April 2021

Submitted via Postal Card • Report

Overall Experience

Care home is wonderful for my wife. She is looked after very, very well. Staff are so helpful and very well mannered.

Reply from Joanne Young, General Manager at The Oaks Care Home

Thank you so much for your lovely comment; we all look forward to seeing you soon.

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Review of
The Oaks Care Home
from K D (Husband of Resident) published on 7 April 2021

Submitted via Postal Card • Report

Overall Experience

Test visits are great, pity home can only manage one a week. Video calls can be a bit hit and miss at times. (Sometimes have to phone home if they forget). My wife looks well cared for and is happy to be there.

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Review of
The Oaks Care Home
from V B (Wife of Resident) published on 25 March 2021

Submitted via Postal Card • Report

Overall Experience

My experience in The Oaks Care Home is friendly, happy, plenty of activities; excellent care home.

Reply from Joanne Young, General Manager at The Oaks Care Home

Thank you for the lovely comments, and hopefully, see you soon.

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Review of
The Oaks Care Home
from A S (Son of Resident) published on 23 March 2021

Submitted via Postal Card • Report

Overall Experience

No complaints.
The staff are always friendly and helpful.
Dad is very happy, and that is all that counts.

Reply from Joanne Young, General Manager at The Oaks Care Home

Thank You for your lovely review; I hope you are well, and hopefully, see you soon.

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Review of
The Oaks Care Home
from Sheila K (Wife of Resident) published on 23 March 2021

Submitted via Postal Card • Report

Overall Experience

This was my first visit inside The Oaks since restrictions started over a year ago. I was met at the door by a member of staff, who called a staff member to take my Covid test. All was well, so I was escorted to the meeting room after being equipped with PPE equipment. My husband was happy, clean and

tidy. I understand it has been a very busy day, yet the five staff I met (including the manager) were cheerful and chatty. Well done.

Reply from Joanne Young, General Manager at The Oaks Care Home

Thank you for your kind words, and hopefully, see you soon.

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