Pinnacle Care Homes in West Sussex | 1 Care Home

Review of
The Heathers
from Michael S (Respite Resident) published on 12 May 2023

Submitted via Postal Card • Report

Overall Experience

Very good. Everyone is very helpful and meets all my needs. Warm and friendly stay. Good food and a comfortable room. All care is taken to make you feel at home. Warm and friendly, a good stay.

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Review of
The Heathers
from G B (Resident) published on 12 May 2023

Submitted via Postal Card • Report

Overall Experience

Good care to me.

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Review of
The Heathers
from Pamela S (Resident) published on 12 May 2023

Submitted via Postal Card • Report

Overall Experience

I am quite happy with the facilities available to me. I feel safe and cared for.

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Review of
The Heathers
from John M (Resident) published on 12 May 2023

Submitted via Postal Card • Report

Overall Experience

Very very good.

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Review of
The Heathers
from E J (Resident) published on 12 May 2023

Submitted via Postal Card • Report

Overall Experience

The staff are very good. The food is very good. We are very well looked after.

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Review of
The Heathers
from Maire V (Wife of Resident) published on 27 March 2023

Submitted via Postal Card • Report

Overall Experience

The care my husband received in The Heathers was second to none. Fantastic - nothing was too much trouble. I can't thank them enough. Cannot comment on value for money as we were funded by NHS/local authority.

Reply from Lara Swan, Area Manager at The Heathers

Many thanks for your review, we appreciate your feedback.

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Review of
The Heathers
from S R (Daughter of Resident) published on 9 March 2023

Submitted via Website • Report

Overall Experience

Mum was only meant to be here for 6 weeks but sadly passed away. The room my mother had was dark, dirty, and smelly with old furniture which they had tried to fix with black tape. I have photos to show the disgusting state of this home and text messages from my mother in which she felt unable to speak

out, with the manager being unapproachable and not well suited to the care she should be providing. Mum also had social services involved which was raised by a nurse. They forgot on more than one occasion to book transport for my mother's chemo treatment and on one occasion a member of staff took her in their car which wasn't suitable due to spinal and bone cancer. Told my mum off for not eating after chemo and saying it's all in her mind. Almost giving her the wrong medication, this also happened more than once. Mum was bed bound and the curtains were still closed when we arrived in the afternoon.

Reply from Lara Swan, Area Manager at The Heathers

We are sorry to hear about the distress to you and your family in this difficult time. When any resident arrives they are given a welcome pack and in there it is documented how to raise a concern, and the complaints procedure is also displayed on the wall. This is because things can be actioned or sorted out when the resident is in the home so the best care can be given and the person is comfortable in their surroundings. The home has a registered manager and a senior manager listed. Then, they can be approached or emailed if a family or resident feels they need help approaching the manager, or a meeting can be held with the manager and the registered or Senior Manager. The home also has a linked social worker who would have met with the resident whilst at home. The issue with hospital transport was with hospital transport, and the home tried to facilitate transport to support. So that you know – the manager has taken on board positively the comments to ensure improvements are made.

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Review of
The Heathers
from L D (Daughter of Resident) published on 30 January 2023

Submitted via Website • Report

Overall Experience

I am struggling to understand the positive reviews for this care home (which don't tally with the reviews left elsewhere).
My mother was transferred to The Heathers today from Worthing Hospital, for the purpose of assessment care (temporary - 6 weeks). The conditions at The Heathers were very poor

indeed and I felt my mother would not be safe or well looked after there. She became distressed on arrival. The place was in a poor state, it smelled terrible, it was noisy, cramped, shabby, and I saw a number of health and safety issues. It appeared dirty and unkempt.
The carpet was disgusting, the one in the room allocated to my mother was filthy with dark brown stains. There was no room to turn the wheelchair, and insufficient space to safely access the wash basin or easy chair (which was also filthy) by wheelchair or zimmer frame. There are too many concerns to mention. In 2018 a CQC inspection revealed a number of issues. We left immediately.

Reply from Lara Swan, Area Manager at The Heathers

The Heathers has informed me that you did not use any facilities at the Heathers, unfortunately, you did not speak to any of the team at home or management about your concerns and walked in at out of the home. The manager would have liked to of spoken to you but you left. Previous views are based on residents who have used the facilities and stayed at home, so can complete the feedback cards in each section based on their experience. But the manager has taken on board all the comments positively and will consider this and will incorporate this when thinking about the resident's experience. The home has been rated good by CQC; I believe you were reviewing an older report.

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Review of
The Heathers
from June H (Daughter of Resident) published on 30 January 2023

Submitted via Website • Report

Overall Experience

My Mother was only in this care home for 3 weeks but that was enough, social services were involved so we could not just move my mother out. I thought that this care home on the whole was poor, the room my mother was in seemed old-fashioned with old furnishing and bedding, the only good thing is that

it was cleanish. The staff were average but they didn't really make you feel welcome, even my elderly poor mother. We used to be ushered out before supper time and I think that the reason was this! One evening we were there and supper was a small bowl of soup, (no bread or rolls) and a small pot/yoghurt pudding. Shameful. My Mother was not happy here and we think that
it made her worse. I would not recommend The Heathers in Worthing at all.

Reply from Lara Swan, Area Manager at The Heathers

I am sorry to hear that you did not have a good experience when you came to the Heathers; the manager has expressed she would have been happy to resolve any issues you had at the time you were there. The manager has commented that the whole home has modern furniture packs, but we apologise that it was not to your liking. We have a range of bedding; some residents prefer more modern bedding and others like the traditional bedding suited to their taste. This could have been changed if raised at the time. The feedback about the staff there is unusual, as they have received many compliments about their care and support, but this will be feedback to the team to reflect on your comments, as they were not aware of this. The home has a protected meal-time policy (like the hospital) to promote nutrition, as stated in the welcome pack you were given, which was explained on arrival. Residents choose their meals and suppers, and the amount is tailored to the preference/nutrition of residents.

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Review of
The Heathers
from Rosemary G (Daughter of Resident) published on 29 November 2022

Submitted via Postal Card • Report

Overall Experience

The level of care and dignity my parents have experienced at The Heathers is exemplary. My father passed away on 29/10/2022 aged 90. His care and provision of help during this time, was above and beyond any requirements. His passing was peaceful. My mum has been supported so well after his passing and

she is being looked after physically and holistically. My mum and all our family are so glad she is a resident at The Heathers, it is our peace of mind.

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Review of
The Heathers
from Mary W (Respite Resident) published on 12 August 2022

Submitted via Postal Card • Report

Overall Experience

I am satisfied with the treatment I have received at The Heathers care home and have no serious criticisms, having spent three weeks here.

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Review of
The Heathers
from P M (Respite Resident) published on 12 August 2022

Submitted via Postal Card • Report

Overall Experience

A welcoming, caring, friendly and well-run care home. The staff are a credit to the company, excellent catering. A very satisfactory stay.

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Review of
The Heathers
from G H (Resident) published on 25 February 2021

Submitted via Postal Card • Report

Overall Experience

My appointment has been 5-weeks of enjoyment, and the food has been excellent. I shall certainly recommend the home to friends.

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Review of
The Heathers
from M C (Resident) published on 15 February 2021

Submitted via Postal Card • Report

Overall Experience

Very good.
I'm happy here.

Reply from Lara Swan, Area Manager at The Heathers

Many thanks for your comments; we are glad you enjoyed your stay.

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Review of
The Heathers
from R W (Resident) published on 12 February 2021

Submitted via Postal Card • Report

Overall Experience

Welcomed and made comfortable. Valuable facilities and kindness. Every member of the staff is very kind and answered to my needs. I have been confined to my room, but still, feel included and cared for. The food is excellent and varied. I would recommend this home to everyone. Absolutely first class

in every respect.

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Review of
The Heathers
from P H (Resident) published on 26 May 2020

Submitted via Postal Card • Report

Overall Experience

I have been very satisfied with my stay at The Heathers. Very helpful and caring staff. Thank you.

Reply from Lara Swan, Area Manager at The Heathers

It's sad you were unable to enjoy the full range of activities but due to the current climate with COVID-19, people are unable to come in.

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Review of
The Heathers
from G S (Resident) published on 20 May 2020

Submitted via Postal Card • Report

Overall Experience

I did not like having to use a unisex toilet. The staff was all very kind.

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Review of
The Heathers
from J B (Resident) published on 11 March 2020

Submitted via Postal Card • Report

Overall Experience

Very good.

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Review of
The Heathers
from Julia R (Resident) published on 11 March 2020

Submitted via Postal Card • Report

Overall Experience

I was surprised to be sent here by the hospital. I appreciated having my laundry done.

Reply from Lara Swan, Area Manager at The Heathers

Thank you for your review. I hope anything you felt could be improved was discussed with the managers.

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Review of
The Heathers
from J H (Resident) published on 6 March 2020

Submitted via Postal Card • Report

Overall Experience

I found the staff excellent and the food.

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Pinnacle Care Homes Reviews in West Sussex (56)

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