Monarch Healthcare Ltd in South Yorkshire | 1 Care Home

Review of
Heeley Bank Care Home
from Jane I (Daughter of Resident) published on 17 March 2025

Submitted via Website • Report

Overall Experience

My Dad arrived at Heeley Bank Care Home from the Northern General Hospital on 2nd December 2024 he was too frail and ill to manage at home any longer . I have to say I was apprehensive at first, but from the moment he arrived I felt reassured due to how welcoming and caring all the staff were. Dad is

still being cared for here and the level of care is excellent they treat him with dignity and respect, he is kept very comfortable and cosy. I often have to visit in the evenings after work and the staff always have a cheery word and often offer me a cup of tea and update me on how dad has been that day. Everyone works extremely hard here and you can tell they want to do the best for the residents. I Just want to shout out the biggest Thank You to everyone who works at Heeley Bank for everything you are doing for dad.

Reply from Beth Etherington, General Manager at Heeley Bank Care Home

Thank you very much for your kind words, I will ensure this is handed over to the team.

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Review of
Heeley Bank Care Home
from Sheila B (Daughter of Resident) published on 4 March 2025

Submitted via Website • Report

Overall Experience

Heeley Bank Care Home has always had a good feel about it. My mother has been in residence for 4 years now. In the month of February 2025 the Home advised me that my mother had witnessed a fall and seemed OK but a medical nurse had been sent for to check that all was well. I was to be informed of any

developments. Another time I reported that my mother's engagement ring had slipped off and gone missing, this was found and returned to me. The staff interact with my mother in a friendly and respectful manner and they always make time to answer any queries I may have. I would recommend Heeley Bank Care Home to anyone looking for somewhere for their elderly relative to live.

Reply from Tracy Davison, Regional Manager at Heeley Bank Care Home

Thank you so much for your lovely review and I will let the General Manager and all the team know how happy you are with the care your mother receives at Heeley Bank.

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Review of
Heeley Bank Care Home
from Lesley T (Wife of Resident) published on 26 February 2025

Submitted via Website • Report

Overall Experience

Lovely friendly and helpful staff greet you on entry Monday to Friday, and waiting for admission at weekends has greatly improved. The atmosphere is warm and as you go round the home all staff are helpful and friendly.
Any concerns we have are listened to and acted upon. I know my husband is safe there

and well looked after.
The only concern is that my husband has little social interaction with the other residents, by choice, but all staff chat with him when time permits.
The rooms in the home are always clean and the laundry system is very effective. The manager is very approachable. We are both highly satisfied with the home.

Reply from Tracy Davison, Regional Manager at Heeley Bank Care Home

Thank you so much for your very kind review and I will let the General Manager and all the team know they are appreciated. It is fantastic to know you are both satisfied with the care received.

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Review of
Heeley Bank Care Home
from A H (Daughter of Resident) published on 24 February 2025

Submitted via Website • Report

Overall Experience

Took time for Mum to adjust to being there but has now accepted things and is encouraged to partake in planned activities.
Staff are kind and respond to Mums needs, although Mum is sometimes reluctant to ask for help.
Mum enjoys her meals. The menus offering a selection of 2 alternatives for main

and desert are displayed which enables her to make choices.

Reply from Tracy Davison, Regional Manager at Heeley Bank Care Home

Many thanks for spending the time to write us a review. We are pleased your Mum has settled in at Heeley Bank. I will ensure this is shared with the manager and staff at Heeley Bank.

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Review of
Heeley Bank Care Home
from Sandra B (Daughter of Resident) published on 24 February 2025

Submitted via Website • Report

Overall Experience

When we were looking for a care home I had a certain criteria. The main one being how the staff interacted with other residents. We looked around a few homes and wasn't impressed but then we found Heeley Bank. They are very friendly and let us do mums room how she wanted it so it was familiar to her.

My mum is very happy there and she is well taken care of. I go regularly so I know she is ok. My mum's only complaint is the food. She likes proper home cooked food. From the cleaners to the managers they all look after my mum.

Reply from Tracy Davison, Regional Manager at Heeley Bank Care Home

Thank you so much for your lovely review It is great to know you and mum are happy with things at Heeley Bank. I will pass this onto the manager and staff.

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Review of
Heeley Bank Care Home
from Ann O (Niece of Resident) published on 6 November 2024

Submitted via Website • Report

Overall Experience

My aunt, 97 years old was a resident in Heeley Bank Care Home and unfortunately passed away last Saturday 26 October 2024.
We were informed that my aunt was nearing end of life on the previous Monday and so, for all of last week, members of our family were visiting regularly.
My daughter and I spent

most of the week with her until the end and I just wanted to say a big thank you to all the staff at Heeley Bank Care Home for their help, kindness and consideration. They were so helpful and thoughtful. I stayed over a couple of nights and they made sure I had a comfortable chair to sit in and maybe sleep in. They offered us drinks and food and, at one point, even found me a phone charger so I could charge my phone.
They were all so respectful of my aunt and so caring.
I will be forever grateful for all their help and kindness during our very difficult time.
Many many thanks

Reply from Jacki Perry, Operations Manager at Heeley Bank Care Home

Thank you so much for your very kind review and I will let the General Manager and all the team know they are appreciated. It is always sad to lose a loved one - what an amazing life your aunt had. Our thoughts are with all your family. Kind regards, Operations Manager

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Review of
Heeley Bank Care Home
from C S (Son of Resident) published on 24 January 2024

Submitted via Website • Report

Overall Experience

Not for the first time I (along with others) were left waiting outside without being able to gain access. Totally get the need for security but to have to stand there for 15 minutes (this has happened numerous times previously and to other family members) is not acceptable. We continually pressed the

buzzer (at least 20 times) over that period without anyone coming. Eventually, we managed to bypass the outer doors and then had to stand knocking on the inner doors (again no one came) until another family member visiting a resident went and knocked on the door (opposite the doors we were stood at) and unbelievably a young African male (tied up dreadlocks to help identify) came out immediately and let us in. Clearly, he was there the whole time!
Poor service at best which makes me question the overall care for residents if people have a careless attitude. If your staff are not able/willing to let people in on weekends (this is never a problem in the week) you need to provide someone there.

Reply from Chris Perks, Quality Assurance Manager at Heeley Bank Care Home

We would like to apologise for the length of time you have had to wait to enter the building. The manager will contact you so we can look at how we can resolve the matter.

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Review of
Heeley Bank Care Home
from David W (Friend of Resident) published on 29 November 2023

Submitted via Website • Report

Overall Experience

I visit my friend most weeks with another friend. We have always found our friend well cared for. The staff have always been very helpful to us and have appeared very attentive to the residents. There seems to be a good atmosphere in the home.

Reply from Chris Perks, Quality Assurance Manager at Heeley Bank Care Home

Many thanks for spending the time to write us a review on your experience and observations when visiting your friend. I will ensure this is shared with the manager and staff at Heeley Bank.

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Review of
Heeley Bank Care Home
from M W (Daughter of Resident) published on 16 November 2023

Submitted via Website • Report

Overall Experience

The staff at the care home are friendly, welcoming and professional. The care home made my dad's transition into the home smooth and welcomed him. They have been supportive of my father and myself. The staff are professional and have informed me of my father's care. The staff have reacted quickly to

any medical care my father requires.
The home is s clean and fresh. Well-equipped for resident's care needs.
The staff are always helpful and act quickly with any requirements that I may raise for my father.
The receptionist is friendly and welcoming and also very helpful.
Thank you to all the team.

Reply from Chris Perks, Quality Assurance Manager at Heeley Bank Care Home

Many thanks for giving us the time to write a review. We are so pleased your and your father are pleased with the service we offer our Heeley Bank Care Home. I will ensure this review is shared with the staff and manager at the home.

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Review of
Heeley Bank Care Home
from K B (Daughter of Resident) published on 7 November 2023

Submitted via Website • Report

Overall Experience

We have had a very good experience with Heeley Bank over the past 4 years. The staff are very helpful and kind. The room is always clean. They understand the resident's needs. Any issues we had were dealt with quickly and efficiently.

Reply from Chris Perks, Quality Assurance Manager at Heeley Bank Care Home

We would like to thank you for spending the time to write us a review. I will ensure this review is shared with the manager and staff team at Heeley Bank.

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Review of
Heeley Bank Care Home
from Philip M (Son of Resident) published on 3 October 2023

Submitted via Website • Report

Overall Experience

I agree with some comments from previous reviews! However, It's not easy finding the right balance and pleasing everyone all of the time! I think that the staff all do a good job as it is not easy at times!

Reply from Tracy Davison, Regional Manager at Heeley Bank Care Home

Thank you so much for your review. We strive to give good care at Heeley Bank and we are pleased you are happy and will pass your comments onto the team.

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Review of
Heeley Bank Care Home
from Adrian C (Son of Resident) published on 3 October 2023

Submitted via Website • Report

Overall Experience

My mother has been a resident at Heeley Bank for a few months now. For the most part, she has settled into the home without any real issues. The staff are all friendly and there is a real sense of continuity for the people in their care. The food looks good and the patients in the lounge are well-integrated

and there is always someone on hand to ensure they have everything they might need.
Communication with staff and administration has been trouble-free throughout and so far I am happy that my mother's needs and specialist care requirements are being met.

Reply from Chris Perks, Quality Assurance Manager at Heeley Bank Care Home

Many thanks for spending the time to write us a review. We will ensure this review shared with the manager and staff at Heeley Bank.

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Review of
Heeley Bank Care Home
from Debra S (Daughter of Resident) published on 28 September 2023

Submitted via Website • Report

Overall Experience

My dad has been at Heeley Bank over two years, we as a family find my dad's care to be good, he is always clean and shaved when we visit, the team seem to have got better and we see regular carers who are very good with my dad who now needs to be given his food and drinks. Upgrades have been done since

my dad has been there for the better, we did have some issues, to start with my dad being dressed in other people's clothes and being left with drinks even though he is not able to drink by himself, they seem to have a better team of carers. There are a few things that could do with being better, one there never seems to be a senior member of staff around to ask about any updates on my dad's issues, always have to find someone to ask, residents seem to be left for a long time e.g. over an hour, I can be there and no one even looks in on my dad checking if all is ok. Also could be better at informing family of any changes with any other health issues, we only find out when we visit which is not good.

Reply from Chris Perks, Quality Assurance Manager at Heeley Bank Care Home

Many thanks for spending the time to write us a review. We will ensure this is shared with the manager and staff team at Heeley Bank

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Review of
Heeley Bank Care Home
from Clive H (Son of Resident) published on 11 September 2023

Submitted via Website • Report

Overall Experience

After making several complaints to Heeley Bank Care Home, about how my Mother has been treated, the lack of staff to management communications, not reporting issues, management's lack of addressing issues, and the general cleanliness poor. How my Mother that was taken in to the hospital after being

at Heeley Bank Care Home, the senior management believes it to be a good way of addressing issues is to blame others, hide behind poor excuses and make poor excuses for their failings. This company need some major leadership changes to address their issues. So they have refused Mother to go back to Heeley Bank Care Home. This is a blessing in disguise, as like many others she too deserves to be looked after better, for issues raised to be addressed and not to use a blame culture to hide their failings. Like we have always stated, most of the staff are very hard working, others very lazy. Sadly not supported enough by senior management, communication between management and their minimal levels of staff does not happen nor are issues/incidents recorded. Care first, not profit.

Reply from Jacki Perry, Operations Manager at Heeley Bank Care Home

We are sorry not to have met your expectations for your mother during her stay at Heeley Bank Care Home. We always aim to provide a high standard of care for all residents and treat any complaints as an opportunity to improve our service. Our Regional Manager did address the concerns you raised and wrote to you at the time with the actions taken. She also offered a meeting at a time of your convenience. I can confirm the home was able to meet your mother's needs. However, we were not able to support other requirements outside of your mother's care. The company operates a zero tolerance to any form of abuse towards staff. We are pleased you feel the decision for your mum not to return to Heeley Bank is in her best interest and we sincerely wish her well for the future. We hope you find a new home where she will be happy and all requirements can be accommodated as you wish. Again, we are sorry for all concerned.
Kind regards

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Review of
Heeley Bank Care Home
from M W (Daughter of Resident) published on 16 July 2023

Submitted via Website • Report

Overall Experience

My mum spent several months at Heeley Bank and during this time experienced varying levels of care quality. Some carers and other staff were dedicated and lovely and I wish to stress that. However, the behaviour of other carers was disrespectful and at times created unsafe situations. Communication

with management was mostly poor in terms of gaining a response and important information was not always made available to me.
On a positive note, the food was good, the home itself was clean and modern and latterly there seemed to be some effort to tackle negative aspects of the carer culture. However, I was relieved when another care home was found for Mum.

Reply from Jacki Perry, Operations Manager at Heeley Bank Care Home

We are sorry your experience of Heeley Bank was mixed and we are pleased you encountered staff who were "dedicated and lovely" towards your mum - and of course that the food was good, which is always important. We have since recruited extra carers to the team, which means we are far less reliant on agency workers and can monitor care more effectively. I am sorry our communication was not good - we have taken on board your comments and will be mindful in the future. We have also recently appointed a general manager to support the registered clinical manager, which will hopefully improve our response times and processes. We will pass on your positive comments to the team and thank you for your balanced review. Best wishes.

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Review of
Heeley Bank Care Home
from Lorna R (Wife of Resident) published on 27 June 2023

Submitted via Website • Report

Overall Experience

After A few mishaps with his first admission for respite I have to say the care and support given to my husband on his second visit was fabulous. The team are approachable and caring to my husband. I highly reccommend them, I wouldnt send him anywhere else for respite now.

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Review of
Heeley Bank Care Home
from Diane R (Niece of Resident) published on 12 April 2023

Submitted via Website • Report

Overall Experience

My aunt endured 6 miserable months at this place before we were able to get her transferred. During this time she was left isolated in bed 24/7, never given a proper bath, left in soiled and wet clothes, left to feed herself when she wasn't able, given meat although she is vegetarian and left to fall

out of bed sustaining a fracture. In my opinion, the place is not fit for purpose and a complete overhaul of management, staff and policy is required.

Reply from Jacki Perry, Operations Manager at Heeley Bank Care Home

We are sorry you feel the service received at Heeley Bank was not to the standard expected for your aunt. We are aware, your aunt’s admission to Heeley Bank was against your wishes and although we initially tried to resolve your concerns, the situation remained difficult. The social workers did not want to move your aunt as she was doing well and her health had improved considerably since being admitted to Heeley Bank. However, due to irretrievable differences, we had to serve notice, which we appreciate was upsetting for all concerned and not an action we would ever choose or take lightly. We will always try to resolve any concerns and aim to provide a high-quality service for all residents. We do hope all is well with your aunt.

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Review of
Heeley Bank Care Home
from S C (Friend of Resident) published on 28 October 2020

Submitted via Postal Card • Report

Overall Experience

Staff are caring but don't have enough time I feel.
Reviews - I feel it would be helpful if the residents family or friends were invited to attend a review with staff - doesn't need to be every review but I'd like more involvement.
Activities - activities woman does her best but activities could

be improved.
My friend could watch films/ listen to music or DVD player etc if it was allowed.

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Review of
Heeley Bank Care Home
from J W (Son of Resident) published on 2 September 2020

Submitted via Postal Card • Report

Overall Experience

Heeley Bank Care Home has excellent care staff and front line staff. The food served in the dining room is very good indeed. The standard of care has improved with the increase in full-time staff as opposed to agency staff. However, in the last 3 years, there have been too many poor-quality managers

appointed, Note, the two temp managers appointed by Countrywide were head and shoulders above the rest.

Reply from Jackie Hirst, Marketing at Heeley Bank Care Home

Thank you for your lovely comments. We are proud of the team we are building with the new staff we have on board being supported by the long-standing staff. As the new permanent manager, I can’t wait to be able to meet you all in person.

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Review of
Heeley Bank Care Home
from E S (Daughter of Resident) published on 2 September 2020

Submitted via Postal Card • Report

Overall Experience

Mum has been in Heeley Bank Care Home for three and a half years now. She is always been well attended and received excellent care during her time at Heeley Bank Care Home. Mum has not had any bedsores whatsoever and is always very clean and comfortable, this is due to the excellent care of all the

staff who are always friendly, welcoming and eager to help our family. Thank you Heeley Bank Care Home from all the family.

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Care Home Owned by Monarch Healthcare Ltd in South Yorkshire

Monarch Healthcare Ltd Locations in South Yorkshire (1)

Monarch Healthcare Ltd Reviews in South Yorkshire (42)

Heeley Bank Care Home

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