Review from K E (Daughter of Resident) published on 11 September 2023
Submitted via Postal Card • Report

Overall Experience

The high standard of care offered by Signature has been continued by Avery Collection. All the staff members from reception to the care team to the health and wellbeing team are excellent, always sensitive to the needs of the residents and their families and delivering the highest standards of care.

Reply from Scott Wilkinson, Home Manager at Frognal House Care Home - Avery Collection

Thank you for taking the time to review Frognal House Care Home.
We are delighted with how satisfied you are with our home and the care provided by our dedicated team in order to provide person-centred care for all our residents. Your feedback is truly invaluable to us, I will be sure to pass on your kind comments to all the team.
Kind regards.

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Review from Margaret G (Respite Resident) published on 8 September 2023
Submitted via Website • Report

Overall Experience

Day staff good on the whole. Night staff diabolical. Complained of their behaviour, particularly one carer who lied about me. Night staff more than reluctant to help. When asking for help was told didn't know what to do and walked away, it was a simple request. No help being made comfortable before

bed.

Reply from Scott Wilkinson, Home Manager at Frognal House Care Home - Avery Collection

Thank you for taking the time to write a review. I am sorry to hear your experience was not to your expectations.
I appreciate your review and welcome the opportunity to discuss with you in person the issues you have raised.
We strive to provide an outstanding quality of care and improve our service user's experience wherever possible.
Once again, we are very sorry that you feel the experience did not meet your expectations.
Kind regards, Scott.

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Review from Mary W (Daughter of Resident) published on 29 March 2023
Submitted via Website • Report

Overall Experience

Signature at Frognal is a beautiful care home that provides excellent care and support for my mother. You feel the friendly, welcoming atmosphere as soon as you walk in. Staff are always on hand and alert to residents' needs, but they also offer companionship, sitting with residents, playing a game,

doing a jigsaw, or reading from a newspaper. They are kind and knowledgeable and treat residents with the utmost care and respect.
Menus are of excellent quality and well-presented. There is an imaginative programme of activities.
My mother has lived within the community for nine years. She is 103, with sight, hearing and mobility difficulties, but the staff take endless care to ensure that she is included in activities and events and assisted to engage with them, but also that she continues to be as independent as possible. She has a lovely room with her own furniture and plenty of space for her belongings.
I cannot imagine a better place for my mother to live - thank you all so much!

Reply from Tanya Riding, Client Liaison Manager at Frognal House Care Home - Avery Collection

Thank you so very much for your lovely words regarding our community, Mary. As you visit with your mum so very often, we really appreciate your review about our team, activities, accommodation and meals. Your mum is a much-loved member of our family here, just as you are. Many thanks, and stay well.

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Review from John J (Nephew of Resident) published on 21 March 2023
Submitted via Website • Report

Overall Experience

My aunt, having spent a lot of lockdowns isolating, really was suffering from loneliness. She had been in Frognal about three years ago but felt she wasn't quite ready. When I suggested she go at least for a short stay, she agreed and has not looked back.
Two months ago (just after Christmas), she

made the move initially for four weeks, which extended to eight weeks and this week, she has finally agreed that she will stay.
Her highlights are the food, activities and the companionship she has from residents and the staff. The home is spotless and very well run, with a manager who is still there three years after her last stay. Quite a feat in itself.
Thanks, team Frognal, you have taken a weight off my mind.

Reply from Tanya Riding, Client Liaison Manager at Frognal House Care Home - Avery Collection

Thank you, John, for your very kind words about our home. We are so pleased to have your auntie with us and even more pleased that she decided to stay with us for the long term. She does enjoy the food and the friendships she has made. We do have a great deal of stability among our staff, including that of our long-term Home Manager, which is vital to the success of any community. Many thanks again.

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Review from Tony H (Friend of Resident) published on 13 March 2023
Submitted via Website • Report

Overall Experience

I suggested Signature at Frognal House to an elderly couple who were no longer able to cope at home as I had previous experience with the home. The home has the same friendly caring atmosphere that I remembered. The care they have received from day one when they moved in has been first class, they were

made to feel very welcome by all the staff from the moment they arrived. Settling into a completely different environment is difficult at any time, but the help given by the staff at all times of the day and night has made all the difference. They are happy in the home and very pleased that they made the decision to move into long-term care. It is lovely to be able to drop in and have a coffee and a chat at any time. I would recommend Signature at Frognal House to anyone considering either respite or long-term care for a friend or relative.

Reply from Tanya Riding, Client Liaison Manager at Frognal House Care Home - Avery Collection

Tony, thank you so much for your thorough review; your comments are greatly appreciated. We are very happy that your friends have chosen to stay with us, no doubt through your encouragement! The team has been very nurturing and supportive of them to assist in easing any natural anxieties one would have in moving into a new home. It's wonderful to see them partaking in activities and enjoying the grounds, as well as making some new friends. Stay well.

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Review from Stephen C (Son of Resident) published on 8 March 2023
Submitted via Website • Report

Overall Experience

My brother and I can't say enough to thank Signature Care Home and all the staff at Frognal in Sidcup for the wonderful care and support they have provided my Mum throughout and particularly during the Covid/lockdown period. The difficulties and strains/pressures the staff faced during this very difficult

were clearly immense, but this did not stop them from giving all they had to look after the residents - particularly our Mum in the Reminiscence accommodation - with love and affection. Thanks, is not enough.

Reply from Tanya Riding, Client Liaison Manager at Frognal House Care Home - Avery Collection

Thank you so much, Steve, for your heartfelt comments. We did have quite a strenuous time during Covid, but we managed to do well because our families, such as yours, were incredibly supportive and understanding. Mum is doing very well in Reminiscence too. Stay well!

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Review from Danielle P (Granddaughter of Resident) published on 8 March 2023
Submitted via Website • Report

Overall Experience

After having such a bad experience with the local authority trying to find a residence for my grandmother, Signature made everything so easy. They worked with us closely and explained everything in full. They relieved so much pressure from my family, and the team has been incredible at helping us transition.

My grandmother is now in a place where she feels safe, and the anxiety we have as a family is gone. I would recommend Signature to anyone and everyone.

Reply from Tanya Riding, Client Liaison Manager at Frognal House Care Home - Avery Collection

Thank you so much, Danielle, for the lovely comments. I am so pleased we were able to assist your family and nan in a time of need; we love having her with us; she is so sweet! Nan is making new friends and seems to be settling in so well. Many thanks.

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Review from C O (Daughter of Resident) published on 2 February 2023
Submitted via Website • Report

Overall Experience

I brought my mum into respite just before Christmas 2022 as she wanted to spend quality time with her brother, who is a permanent resident.
The moment Mum went into Signature, she was made to feel so welcome by everyone - nothing too much trouble any time of the day and night.
The food she tells me

is excellent and the cleanliness excellent. All the activities, from garden walks, quizzes, choir singing, and even learning how to use chopsticks, Mum has enjoyed so much. Even the hairdressing salon and not forgetting happy hour on a Friday for a small tipple, she said it's been like a long luxury holiday.
My mind was put at ease knowing the level of care, kindness and love all the staff have for every one of the residents.
Mum will be back again, that's for sure, and I, as a daughter, cannot thank all of you so much. I would definitely recommend Signature to anyone who wants peace of mind and excellent care and facilities for their loved ones.

Reply from Tanya Riding, Client Liaison Manager at Frognal House Care Home - Avery Collection

Hello, it was such a pleasure having your mum with us. She has such a lovely smile and was so grateful to be able to be here with her brother. She is absolutely welcome back at any time that she wishes; we will always find a place for her. All the staff are very sorry to see her go. Stay well and come and visit! Cheers.

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Review from Julie A (Daughter of Resident) published on 11 November 2022
Submitted via Postal Card • Report

Overall Experience

Excellent - no other words needed.

Reply from Dean Trodd, Manager at Frognal House Care Home - Avery Collection

Thank you for taking the time to share your experience of Signature at Frognal House. Your feedback is important to us, as is the care and well-being of all of our residents. We take great pride in ensuring we deliver high-quality care to make a difference in our residents and their families' lives.

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Review from Barry H (Son of Resident) published on 10 August 2022
Submitted via Postal Card • Report

Overall Experience

On 16th July 2022, Signature at Frognal House laid on an afternoon tea for my mum's 94th birthday. Everything they provided was excellent, the entertainment, the food and drink, the decoration and above all, the customer service, we could not have asked for more as everyone went above and beyond what

we could ever have expected. A most enjoyable afternoon was had by all family, friends and residents.

Reply from Signature at Frognal House, Customer Team at Frognal House Care Home - Avery Collection

We are so glad to hear that your mum enjoyed her birthday event. Here at Frognal House, we enjoy welcoming friends and family members to celebrate special occasions. The team here at Signature at Frognal are grateful for your kind words. Thank you.

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Review from Jehangir P (Next of Kin) published on 21 July 2022
Submitted via Website • Report

Overall Experience

Frognal House is an attractive building on lovely grounds. It has a calm and welcoming atmosphere. We were visiting someone with rapidly worsening dementia and were impressed with the care she was receiving. In spite of the high demand for attention put upon them, the staff looking after her in reminiscence

(the dementia block) were patient and good-humoured in their response to her frequent calls for help. There was a good choice of meals, and the floor we visited was clean and pleasant. The bedroom she was in is a good size, with an ensuite bathroom, also a good size.
We live a good distance away from Frognal House and had good communication from staff when there were any health or other issues. On the whole, we felt the level of care was excellent. We would certainly recommend Frognal House to anyone needing to be in a care home.

Reply from Signature at Frognal House, Customer Support at Frognal House Care Home - Avery Collection

We are so glad to hear about your positive experience of Frognal House and thankful for your kind comments. As a team, we work together to provide the best experiences for both our residents and family members.
The team here at Frognal House would like to thank you for your kind words. We take great pride in ensuring we deliver high-quality care and facilities to make a difference in our residents' and their families’ lives.

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Review from Paul B (Son of Resident) published on 20 July 2022
Submitted via Website • Report

Overall Experience

Our mum became a resident of Frognal during a difficult time for our family. Our dad had recently died, and Mum had received a dementia diagnosis. All of us were in some distress. I can't praise the staff highly enough for the way they handled us to make this transition as easy and positive as possible.

The leadership team and support staff handled some very sensitive issues impeccably and continue to do so. We could not be happier with the service we have received.
After several months, we remain convinced that we made the right choice for Mum. We have not seen her in better physical shape for some years, and her mood overall is brighter and happier. Mum looks and sounds like she's enjoying staying at Frognal. We believe her.
Thank you, everyone, at Frognal. We're confident that Mum is getting the best possible care, which removes a major worry for us all and is helping us heal as a family.

Reply from Signature at Frognal House, Customer Support at Frognal House Care Home - Avery Collection

Here at Frognal House, our ultimate goal is to provide the best possible level of care we can from our carers, nurses and activities team. We strive to achieve a sociable and comfortable community our residents can call home.
Our care teams are central to everything we do in our home; your recognition of their passionate and skilled work is fantastic to hear. Thank you for your kind words, and these will be shared with the rest of the team here at Signature at Frognal House.

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Review from Glynis S (Daughter of Resident) published on 19 July 2022
Submitted via Website • Report

Overall Experience

My mum had a fall which resulted in her being admitted to the hospital on a number of occasions.
Since returning to Frognal House, the staff have gone over and above in making Mum get her confidence back as she was reluctant to leave her room.
They have spent time with her encouraging her to eat and

go to the communal areas. Going into the gardens and spending time with her.
I am so grateful to all the staff, and they all deserve a pat on the back.

Reply from Signature at Frognal House, Customer Support at Frognal House Care Home - Avery Collection

The team here at Frognal House would firstly like to thank you for your kind words. We take great pride in ensuring we deliver high-quality care and facilities to make a difference in our residents' and their families’ lives.

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Review from Graham G (Son of Resident) published on 25 May 2022
Submitted via Website • Report

Overall Experience

I have no hesitation in recommending Signature at Frognal House. Mum moved in last July after the death of my father. They handled the difficult transition in Mum's life extremely well. Since she's been there, she is comfortable, engaged and safe. All the staff are lovely. Any problems that arise (which

are very few and far between) are dealt with swiftly. Mum thinks of it as home now. We couldn't ask for anything more.

Reply from Tanya Riding, Client Liaison Manager at Frognal House Care Home - Avery Collection

Dear Graham, thank you so much for your kind words. We consider it a privilege to care for your mum. The team works together to ensure that our residents transition well, as we all realise it is such a difficult step for one to take to move into a new setting. Your mum definitely adds to the lovely environment here! Stay well.

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Review from Roslyn C (Daughter of Resident) published on 26 April 2022
Submitted via Website • Report

Overall Experience

I wish to recommend this care home to others. They were exceptionally caring, warm and helpful to my mother. They were quickly there if she needed help and were always patient and understanding. The staff were excellent, and many of them had been working in the home for many years (which is always a

good sign). The home has a range of activities for residents each day and also outings in the minibus. My mother also liked the food. The kitchen staff were always willing to give her a different option (she was very fussy) if she did not like the alternatives available. It was also served hot, which meant a lot to her. My mother was able to have all her own furniture and decorations in her room, which made her feel at home and happy. The staff were also very welcoming and safety conscious. I fully recommend it.

Reply from Tanya Riding, Client Liaison Manager at Frognal House Care Home - Avery Collection

Dearest Roslym - thank you so much for your heartfelt review. We adored your mum, and she remains a shining light in our community! We are so grateful to have had her in our midst.. .what an incredible woman. Stay well, and do let me know if we can ever be of assistance in the future.

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Review from Caroline B (Daughter of Resident) published on 16 December 2021
Submitted via Website • Report

Overall Experience

My parents moved into Frognal in January 2020, just before Covid struck. They have very different needs, Mum with Alzheimer's and Dad in poor physical health but alert mentally, and had been struggling from crisis to crisis at home for ages. It wasn't an easy transition for either of them, and the lockdowns

and visiting restrictions made it harder to settle, but we were always reassured that in Frognal they were safe and cared for. Living in Scotland meant I couldn't see them much, but we all appreciated the Skype calls facilitated by staff. We recently reached the point where Mum had to move into the 'Reminiscences' unit. This was managed sensitively and efficiently, and we had several reassuring conversations about it in advance. Nobody could have been less keen on moving to a care home than Mum back in 2020, but now she enjoys the care and company, and they are both so much more comfortable and happier than they would have been at home. Thank you to all staff!

Reply from John Cunningham, General Manager at Frognal House Care Home - Avery Collection

Signature at Frognal House appreciate moving into a care home can be an unsettling time. This is why we take the time to engage with family members and friends of the resident to make the process as smooth as possible, to get to know the resident on a personal level. We are pleased your parents have settled in well, and you are reassured and satisfied with their care.

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Review from Diane A (Daughter of Resident) published on 16 December 2021
Submitted via Website • Report

Overall Experience

Mum has been a resident in Frognal since September 2021. Prior to her residency, she had multiple A&E hospital admissions in a short space of time. Despite every effort, we were unable to keep her well enough to stay at home. With the professional care she has received from the staff at Frognal, her

physical condition has stabilised to the extent that this is the longest period out of the hospital in a year. Everyone we have met has been polite and approachable, and nothing is too much trouble.

Reply from John Cunningham, General Manager at Frognal House Care Home - Avery Collection

The team here at Signature at Frognal House would firstly like to thank you for your kind words. We strive, as a team, to work closely with our residents so we can provide the very best care for each individual in our home, and we are glad to have made a difference for your mum, and to the extent, your family.

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Review from Jeff M (Son of Resident) published on 14 October 2021
Submitted via Website • Report

Overall Experience

We made the very difficult decision to look for a care home for Mum. This procedure was made easier with the help of the manager at Sunrise of Frognal House. She took the time to explain what needed to be done and spoke to us with compassion. Nothing was too much of a problem for her.

Reply from John Cunningham, General Manager at Frognal House Care Home - Avery Collection

Sunrise of Frognal House appreciate moving into a care home can be an unsettling time. This is why we take the time to engage with family members and friends of the resident to make the process as smooth as possible, to get to know the resident on a personal level. We are pleased your mum has settled in well.

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Review from Robert L (Son of Resident) published on 1 June 2021
Submitted via Website • Report

Overall Experience

My mother has lived in Frognal House for over two and a half years. She has been extremely well looked after and she has never shown any signs of neglect. In many ways, she is physically healthier now than when she first entered the home, as she is eating properly and her medication is properly administered.

The staff all know her well and treat her with respect but also laugh and joke with her, which she enjoys. They have plenty of activities, including singing songs which she really enjoys and joins in with. As with all decisions of this nature, my brother and I were extremely apprehensive about placing our mother in residential care. However, Sunrise of Frognal House have surpassed our expectations. The problems created by the pandemic, have been negotiated extremely well by the home. In particular, they have informed us of all the measures they have taken as they have reacted to each problem caused by the pandemic, which has been extremely reassuring.

Reply from John Cunningham, General Manager at Frognal House Care Home - Avery Collection

Thank you for your kind words. We believe we have a fantastic team here at Sunrise of Frognal House and your recognition of this is appreciated by every member of our team. By having a whole-home approach here at Sunrise, we believe this creates a relaxed and friendly environment for our residents to call home.

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Review from Robin C (Son of Resident) published on 1 June 2021
Submitted via Website • Report

Overall Experience

My mother has been a resident at Sunrise of Frognal House for the past six years. I have been consistently impressed and thankful for the quality of care she has received throughout this time. The staff have always been attentive, responding thoughtfully and efficiently to enquiries. They work very

hard to meet the needs of my mother of 97 years, who has become increasingly frail and dependent. Staff have continued to meet the challenges presented, often in difficult circumstances and especially with the increased demands created by the coronavirus pandemic.

Reply from John Cunningham, General Manager at Frognal House Care Home - Avery Collection

Our care teams are central to everything we do in our home, your recognition of their passionate and skilled work is fantastic to hear. Thank you for your kind words, these will be shared with the rest of the team here at Sunrise of Frognal House.

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Frognal House Care Home - Avery Collection

Care Provided by Frognal House Care Home - Avery Collection

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Funding & Fees Guide for Frognal House Care Home - Avery Collection

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