Highgate Care Services Ltd in North Yorkshire | 4 Care Homes

Review of
Maple Lodge Care Home
from M H (Friend of Resident) published on 21 March 2025

Submitted via Postal Card • Report

Overall Experience

My main concern is the state of the building, the rooms and the hall. The carpets are a disgrace and need removing and a washable flooring to be put down. Replace carpets in remaining bedrooms with vinyl or the equivalent. Curtains need changing and the whole home needs painting asap.
One member of

staff, in particular, is a marvelous asset to this home.

Reply from Paul Millar, Client Relations at Maple Lodge Care Home

Many thanks for taking the time to review our home . All feedback is welcomed and allows us to continually develop our service .The Home has recently undergone a full redecoration process on the hallways , lounges and dining room.The next stage is replacement of existing flooring now the decoration is complete .Curtain replacement is also well underway .Thanks again for your comments and I trust that the ongoing refurbishment programme will allay your concerns .

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Review of
Crystal Court
from Janice C (Daughter of Resident) published on 20 March 2025

Submitted via Website • Report

Overall Experience

My mother has been in Crystal Court for around 7 years. Over the years there have been lots of problems, some resolved and some ignored. Over the last few years, the quality of care and cleanliness have deteriorated. I spend most of my visit cleaning and organising her clothes that have just been stuffed

in drawers. However, the incident that has prompted this review is the fact that for the last 3 weeks, mum has had no working call button in her room and she is paralysed and has no other means to call for help. We reported this to staff 3 weeks ago and still nothing has been done. There are some lovely staff that work there, but unfortunately i have been left feeling deeply disturbed that mum has had to sit banging her remote control on a table to try and get attention. Nobody should be treated this way.

Reply from Paul Millar, Marketing Manager at Crystal Court

Many thanks for taking the time to review our home. all feedback is welcomed and allows us to continually develop our service.We understand that the issue in respect of the Call bell has been picked up with the home manager and that it has now been resolved and an investigation is underway as to how this has happened and why it wasn't repaired as a matter of urgency. The point you raised in respect of cleanliness and clothing has again been discussed with the home manager and he would be happy to discuss this with you directly. Again, please accept our sincere apologies for this matter and would kindly request that all matters regarding issues you may have surrounding your Mum's care be directed to the home manager

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Review of
Crystal Court
from A T (Daughter of Resident) published on 18 March 2025

Submitted via Postal Card • Report

Overall Experience

My mother moved to Crystal Court from another care home. Each time we have visited the staff have been very welcoming and reassuring. My mum looks very well cared for and clean and happy. She has dementia but seem calm. Her room and the general areas are spotless. An activities lady introduced herself

and was doing creative things with residents. We are pleased all round.

Reply from Paul Millar, Client Relations at Crystal Court

Thank you for choosing Crystal Court Care Home. Your kind words are much appreciated and I will of course pass them on to the Crystal Court team.

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Review of
Maple Lodge Care Home
from Peter W (Son of Resident) published on 17 March 2025

Submitted via Website • Report

Overall Experience

My mother has been in this care home for just over one
year now she is very happy and settled which puts my mind at rest.
The staff and carers are very attentive to my mum's needs and I can tell she is happy and well cared for.
There is a high standard of care and as my mum says" they always go

the extra mile"
The manager and deputy manager are always willing to assist in any matters

Reply from Bianca Pavel, Manager at Maple Lodge Care Home

Thank you so much for your kind words. It is a pleasure looking after your mother.

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Review of
Maple Lodge Care Home
from A N (Resident) published on 17 March 2025

Submitted via Postal Card • Report

Overall Experience

My comments are very much to the point, I have found all staff and hierarchy professional and all go with a good review. I have great respect from all staff and it makes life much easier and enjoyable.

Reply from Bianca Pavel, Manager at Maple Lodge Care Home

Thank you for your kind words. It is a pleasure having you with us and I am glad we are providing you with the support you currently need.

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Review of
Maple Lodge Care Home
from A D (Friend of Resident) published on 17 March 2025

Submitted via Postal Card • Report

Overall Experience

Excellent service given to my friend & I would recommend this care to anyone.
Friendly, polite, courtious, nothing is to much trouble.

Reply from Bianca Pavel, Manager at Maple Lodge Care Home

Thank you for your kind words. It is a pleasure looking after your friend and have you visiting the home.

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Review of
Maple Lodge Care Home
from J P (Son of Resident) published on 17 March 2025

Submitted via Website • Report

Overall Experience

Staff good and communicative. They take good care of my Mum and are understanding of her challenges and needs. They keep in good contact with me despite me living abroad. A shout out to the manager and another member of staff for going above and beyond for my Mum.

Reply from Bianca Pavel, Manager at Maple Lodge Care Home

Thank you for your kind words , it is a pleasure looking after your mother.

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Review of
Maple Lodge Care Home
from N M (Daughter of Resident) published on 17 March 2025

Submitted via Website • Report

Overall Experience

My mum has been at Maple Lodge since September and we are happy with the care she is receiving. The staff are extremely friendly and supportive, always very welcoming and smiling. We felt the initial induction was very informative and helped us to understand how the care system works. As we live several

hours away it was a lovely touch on her birthday when they sent us pictures of them celebrating with her on her special day.

Reply from Bianca Pavel, Manager at Maple Lodge Care Home

Thank you for your kind words. I am happy to see that we could bring some happy moments to you and your family.

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Review of
Maple Lodge Care Home
from E D (Wife of Resident) published on 17 March 2025

Submitted via Postal Card • Report

Overall Experience

My husband is generally well cared for + responds to staff better than he does to me. He does not really speak to me so I am unsure how he feels. I am kept informed if he falls etc. Staff greet me in a helpful, friendly manner but are sometimes busy / not available when I look for them.
New carpets

being fitted in corridors so the appearance is better.

Reply from Bianca Pavel, Manager at Maple Lodge Care Home

Thank you for your kind words . I t is a pleasure looking after your husband and it is always lovely to see you when you visit.

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Review of
Maple Lodge Care Home
from J J (Aunt of Resident) published on 17 March 2025

Submitted via Postal Card • Report

Overall Experience

My nephew receiving good care. He is having various therapies as requested. There are activities etc.
In a nice quiet setting.

Reply from Bianca Pavel, Manager at Maple Lodge Care Home

Thank you for your kind words. It is a pleasure looking after your nephew.

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Review of
Maple Lodge Care Home
from J S (Wife of Resident) published on 17 March 2025

Submitted via Postal Card • Report

Overall Experience

From the time my husband went to Maple Lodge Care Home, the staff have been great. They are very caring and understand my husbands condition and help in any way they can. They are having new carpet fitted which as to be done a bit at a time, as they try not upset the residents.

Reply from Bianca Pavel, Manager at Maple Lodge Care Home

Thank you for your kind words. It is a pleasure looking after your husband.

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Review of
Maple Lodge Care Home
from Tracy Y (Daughter of Resident) published on 17 March 2025

Submitted via Website • Report

Overall Experience

My mam was admitted at the end of November 2024. She died in the home on the 3rd February 2025. She had delirium, a very challenging condition and the prognosis was never going to be good. She settled in Maple Lodge and loved her room. The staff were really kind and caring and my mam got on with them

soo well. When end of life came the staff supported me really well and couldn't have been kinder. I would have found it hard to have done it without them. Thank you soo much.

Reply from Bianca Pavel, Manager at Maple Lodge Care Home

Thank you for your kind words. It was a pleasure looking after your mother and having you in the home visiting.

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Review of
Maple Lodge Care Home
from G W (Resident) published on 17 March 2025

Submitted via Postal Card • Report

Overall Experience

everyone has been friendly, kind and always a smile.
I have been very comfortable and well looked after.

Reply from Bianca Pavel, Manager at Maple Lodge Care Home

Thank you for your kind words. It was a pleasure looking after you.

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Review of
Maple Lodge Care Home
from C M (Son of Resident) published on 17 March 2025

Submitted via Postal Card • Report

Overall Experience

Called in for a visit late morning and though the staff were busy, there was an atmosphere of peace and calm. The home was clean and tidy but with a lived-in feel senior staff were friendly and welcoming, making time for a chat.

Reply from Bianca Pavel, Manager at Maple Lodge Care Home

Thank you for your kind words. It is always lovely seeing you when you visit.

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Review of
Crystal Court
from Peter W (Son of Resident) published on 12 March 2025

Submitted via Website • Report

Overall Experience

Right from the first visit the management and staff were thoughtful and caring. We were shown a lovely room in the new wing and immediately knew it would be right for Mum. (We also looked at an older room and there was absolutely nothing wrong with it). Mum was discharged from hospital to Crystal Court

as a resident and immediately settled in, enjoying the food, activities and companionship. In fact I can honestly say I hadn't seen Mum enjoying herself so much for a long time.Sadly after a few weeks Mum was taken ill again and passed away. The day she was taken ill she was immediately looked after and transported to hospital and after she passed the management of Crystal Court showed compassion and allowed us time to collect her things from her room.This was the second time our relatives have lived at Crystal Court and I wouldn't hesitate to recommend the care home to someone looking for a place for loved ones.Thank you all at Crystal Court, including the residents who welcomed Mum!

Reply from Paul Millar, Client Relations at Crystal Court

Thank you for taking the time to review our home . We are deeply sorry for the loss of your Mum and she is missed by all . Your kind words are greatly appreciated and I will of course pass them onto the Crystal Court family .

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Review of
Maple Lodge Care Home
from Rachel B (Next of Kin) published on 26 February 2025

Submitted via Website • Report

Overall Experience

Had to pull my mother in law out, safeguarding involved. The manager admitted neglect, 5 weeks only 2 showers. Glad we got her out of here, bedroom disgusting, clothes missing, jewellery taken, had several meetings, nothing changed. The manager constantly lied, said she had checked my mum's clothes

on day of getting my mum out, five items not hers, missing jewellery, perfume.
Ignored partner's email been 14 days now, shame on you. Let my mum sleep in someone else's chair all night in her room, no duvet on her bed, broken furniture.

Reply from Jackie Brook, Care Relationships at Maple Lodge Care Home

We are disappointed by your comments, particularly as we met with your partner, the Regional Manager, and a Social Worker to discuss your concerns. We acknowledged and apologised for any shortcomings and thoroughly reviewed concerns regarding your mother-in-law's jewellery. It was clarified that no necklace was listed on admission, and when she left, she had four rings, not five, all recorded in her inventory. You accepted this explanation, and the Social Worker was satisfied with the resolution. Additionally, your mother-in-law moved to a different care home in another area and was out of our care for 6 days before you raised further concerns. Given this timeline, these new accusations are unfair. We also acknowledge the unacceptable way our Home Manager was spoken to. Our team is committed to providing quality care and engaging respectfully with families. While we remain open to addressing concerns, we cannot accept this latest review, which disregards the resolution reached.

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Review of
Maple Lodge Care Home
from Andrew B (Stepson of Resident) published on 18 February 2025

Submitted via Website • Report

Overall Experience

We went to take my step mum to a new home. When we arrived I was greeted to a bill for her hair doing. A joke at a grand a week when they had her in the shower twice in 5 weeks. At 82 years old had her sleeping in a chair in another resident's room. She was asleep in the chair wearing somebody else's

clothes when we got there and the manager assured us as per usual she had checked her belongings and all was okay. Guess what another lie from her just like the gold chains which went missing that nobody knew anything about. We checked the clothes, half were missing and other people's clothes in her wardrobe, despite her the managers keen eye to detail. She just seems to fabricate the truth for her own good. Never. The place is a complete shambles, it's dirty and most staff are pig ignorant. There are a few nice ones who I suspect are run down by the poor standards. I sent the manager two emails re clothes missing, guess what she's so ignorant she's not replied.

Reply from Jackie Brook, Care Relationships at Maple Lodge Care Home

We are disappointed by your comments, as we previously met with you, the Regional Manager, and a Social Worker to discuss your concerns. We acknowledged and apologised for any failings, and the concerns about your stepmother's jewellery were reviewed. It was explained that no necklace was listed on admission, and when she left, she had four, not five rings, all recorded in her inventory. You accepted the apology, and the Social Worker was satisfied with the outcome. As your stepmother moved to a different area and was out of our care for six days before you contacted us, we feel these new accusations are unfair. Furthermore, the way our Home Manager was spoken to was deeply offensive and unacceptable. Our staff work hard to provide quality care and engage with families respectfully. We remain open to addressing concerns fairly, but we do not accept this latest review, which disregards the previous resolution.

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Review of
Maple Court Care Home
from M H (Mother-in-law of Resident) published on 18 February 2025

Submitted via Postal Card • Report

Overall Experience

Overall we are pleased and have no complaints about Maple Court, mother always presents clean, tidy, well groomed, clothes nice. She is mostly content and seems to enjoy the company of carers/ other residents. Minor point, catheter care is a bit hit and miss, maybe staff need more education regarding

hygiene, placement and emptying of leg bags etc? Activities are improving and the home seems better managed recently. Food good, staff are friendly, helpful, polite and caring. Pressure area and skin care are good… there seems to be good liaison with community nursing staff.

Reply from Paul Millar, Marketing Manager at Maple Court Care Home

Many thanks for taking the time to review our home. All feedback is welcomed and allows us to continually develop our service. The points raised in respect of catheter care will of course be passed on to the Maple Court team for review. Your kind words regarding the running of the home are greatly appreciated.

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Review of
Maple Court Care Home
from L I (Daughter of Resident) published on 17 February 2025

Submitted via Website • Report

Overall Experience

All of the staff have been very kind to Mum and kept me informed whilst she has been poorly over the last few days. They recognised early that Mum was brewing an infection and organised for her to be reviewed and antibiotics prescribed even on a Sunday afternoon thus preventing a hospital admission.

Reply from Paul Millar, Marketing Manager at Maple Court Care Home

Thank you for taking the time to review our home. Delighted to hear we were able to identify the symptoms quickly and arrange prompt treatment. Your kind words are greatly appreciated and I will of course pass them on to the Maple Court team.

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Review of
Maple Court Care Home
from G K (Son of Resident) published on 12 February 2025

Submitted via Postal Card • Report

Overall Experience

My 88-year-old mother moved into Maple Court on December 16th, straight away I felt this was where she needed to be. The caring staff are simply fantastic. They should have great dignity with the residents and I know my mum is cared for 24 hours a day, 7 days a week in a warm friendly, caring environment.

I can sleep well at night.

Reply from Paul Millar, Marketing Manager at Maple Court Care Home

Thank you for taking the time to review our home. It is a privilege to care for your Mum and we are delighted at how she has settled in. Your kind words are much appreciated and I will of course pass them on to the Maple Court family.

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Care Homes Owned by Highgate Care Services Ltd in North Yorkshire

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Highgate Care Services Ltd Reviews in North Yorkshire (241)

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