Milliner House Care Home

23/29 Marsh Road, Luton LU3 2QF
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9.4 74 Reviews
  • Milliner House Care Home, Luton
Located within an attractive residential area on the outskirts of Luton, Milliner House Care Home delivers person-centred residential and residential dementia care to older people.

This purpose-built, recently refurbished home has been designed to offer residents a true home from home; a place where they instantly feel welcomed and relaxed, and where loved ones have the peace of mind that everything is taken care of.

With a choice of sitting rooms, cosy bedrooms, a cinema room, and a hairdressing salon, there are plenty of spaces to socialise with friends and family as well as embrace the quieter moments. The dining areas are the perfect spot to enjoy meals prepared by the creative catering team, and in the warmer months residents love to take their meals alfresco.

The whole team at Milliner House are on hand to offer all the support residents and their loved ones need. With a focus on personalised care, they spend time getting to know each person, ensuring they can offer a lifestyle that empowers them to enjoy life at the home in a way that suits them. Whether it be taking part in activities, enjoying the slower pace of life or getting out and about in the local community, the team strive to ensure that life at Milliner House is enjoyable for every person.

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Care Provided by Milliner House Care Home

  • Primary Care Categories
  • Dementia
  • Mental Health Condition
  • Older Person Care
  • Respite Care
  • Care Types Provided
  • Dementia Residential Care
  • Residential Care
  • For a maximum of 40 Service Users
  • Privately Owned
  • Care Offered
  • Alzheimer's
  • Bipolar/Manic Depression
  • Cancer Care
  • Cerebral Palsy
  • Challenging Behaviour/Psychosis
  • Colitis & Crohn's Disease
  • Epilepsy
  • Head/Brain Injury
  • Hearing Impairment
  • Huntington's Disease
  • Motor Neurone Disease
  • Multiple Sclerosis
  • Parkinson's Disease
  • Schizophrenia
  • Stroke
  • Visual Impairment
  • Other Care Provided
  • Convalescent Care
  • Own GP if required
  • Palliative Care

Good to Know

  • Person in charge
  • Oana Pocovnicu (Manager)
  • Admission Criteria
    • Ages 65+
  • Room Information
    • Single Rooms (40)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Last Refurbishment: 2006

Facilities

  • Bar/Café
  • Close to Local shops
  • Gardens
  • Lift
  • Near Public Transport
  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Phone Point in own room
  • Residents Kitchenette
  • Television point in own room
  • Wheelchair Access

Milliner House Care Home Reviews (74)

Total of 74, showing 21-40
9.4

Milliner House Care Home has a Review Score of 9.4 (9.383) out of 10, based on 8 reviews in the last 2 years. Over all time Milliner House Care Home has 74 reviews.

Overall Experience

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Date Published

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Review from Brian L (Son of Resident) published on 23 September 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Staff understand individual requirements and act on them appropriately.

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Review from Sarah L (Daughter of Resident) published on 25 August 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I would not hesitate in recommending Milliner House. The care dignity and kindness they showed to my Dad and my family at the end of his life was like nothing I have ever seen before and will never forget.

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Review from L W (Daughter of Resident) published on 15 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

He likes the garden and trees. Finds carers friendly and helpful. They encourage him to join in and engage in activities.

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Review from Christopher B (Son of Resident) published on 9 March 2021
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My father has been a resident of Milliner House for just under a year now.
He is well cared for but there have been historical instances of poor care.
It should be noted that the care issues were handled well by the home and training issues for the staff have been rectified.

Reply from Diane Kerwin, Hospital Liaison Team Administrator at Milliner House Care Home

Thank you for your review. As always we do our utmost to continue to learn and develop and address any issues that may arise. We are pleased to know that you are now happy with your father's care and we encourage any feedback and input to continue to improve the service we provide.


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Review from Caroline C (Daughter of Resident) published on 5 March 2021
Submitted via Website • Report

Overall Experience  Overall Experience 3.0 out of 5

My father came to Milliner House in April 2020 during the first lockdown with undiagnosed dementia, so we have never been inside the home.
After a poor start due to covid and health issues that took a while to resolve due to covid, working with the care team we have got my father stable and comfortable.
The
home manager has been very accommodating helping our family keep in contact with my father with weekly Zoom meetings.
Overall my father is happy and content where he is and so are we.
Thank you Milliner House care team!

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Review from Pauline H (Wife of Resident) published on 3 March 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

When my husband first entered Milliner, he was relatively young (65) and as a family, it was difficult to come to terms with the fact that he would end his days in a care home. When management changed, we thought we were facing yet another phase of challenges, but we couldn't have been more wrong. The
manager listened and has supported us through our very difficult journey. The staff have been helpful and always pleasant. My husband was allocated a key care worker who understood his complex needs and who he clearly trusted. We are extremely grateful to them all and a special thank you to the lovely lady who made us all a special Christmas dinner, our last, last year before the pandemic.

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Review from Emma F (Daughter of Resident) published on 6 November 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

It has been a difficult time with covid and not being able to have contact with dad. The care home has been great with keeping us updated.

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Review from I J (Husband of Resident) published on 6 July 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My wife was in Milliner House from mid-July 2018 until April 2020, suffering from mixed dementia. The home was warm, bright and cheerful and all staff encountered were always friendly, professional or caring. Sadly it all ended tragically with her death within a few days of admission to the local hospital
from the Covid 19 pandemic. There is little doubt that most countries, including the UK, were ill-prepared for this. The NHS, after years of cuts, has struggled and in spite of years of talking about it, no political party has tackled social care properly. Milliner House did its best. Thank you.

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Review from C R (Daughter of Resident) published on 24 June 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Wonderful care and lovely caring staff. I can't fault the care and respect that my mum received. The manager and her team did their utmost to look after my mum until she passed away. We can't thank them enough for the love my mum received when her family weren't there for her. Thank you all.

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Review from K T (Daughter of Resident) published on 17 June 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother spent one week at Millner House after a lengthy transfer from her previous home. The management and senior carers were exceptional in their care and dedication in making the run-up to the move as simple as possible. They all greeted me, my father and mother on arrival and made her final week
with them as comfortable as possible. First-class service from all.

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Review from Lisa H (Daughter of Resident) published on 8 January 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

A Christmas dinner was arranged for us to spend with dad. The greeting and welcoming was outstanding. The food was beautiful and the staff couldn't do enough for us and our children. It was so nice to have the children and grandad together. Thank you all.

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Review from M H (Son of Resident) published on 8 January 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Overall, I am happy knowing Dad is in safe hands in a clean and friendly environment. Knowing my dad, it would be nice to see activities themed to his likes including football and golf, however, I appreciate it's difficult to tailor to all individuals. Thanks for all the hard work.

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Review from M K (Wife of Resident) published on 3 October 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Very friendly (nearly all the) staff had a few lunches here. My husband seems happy here, very clean and lovely rooms.

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Review from Peter H (Brother of Resident) published on 10 July 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

As a carer for my brother for a number of years, I know how difficult it can be. I am pleased with the way the staff have coped and looked after his needs. He looks much healthier now than he did at home. Whenever I visit the staff are always friendly and willing to help and answer questions.

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Review from A T (Daughter of Resident) published on 6 June 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I find the care home is very approachable. Listen to my opinion and the person who stays there is looked after and always very clean, well fed and has plenty of fluids. The manager and staff always have smiles on their faces and make all the residents smile even though they might have a bad day.

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Review from Janet M (Daughter of Resident) published on 1 April 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been a lot happier since she came to Milliners House Care home. All the family have noticed an improvement in her wellbeing. The management and staff have been very helpful with all her needs, very friendly and made her welcome. She has a nice room and the house was a nice, friendly atmosphere.
The meals are good quality and all the amenities that are in place should give my mother a happy future. Thanks to all staff for their help.

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Review from Gillian D (Wife of Resident) published on 25 March 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband was a resident in Milliner House for 4 1/2 years. During that time his dementia went through many stages until, sadly, he died on 26th February. During his time there, he has been treated with absolute kindness and care. Staff adapted to his deteriorating condition and always treated him
with respect and affection. They were kind and encouraging to me as a sometimes distraught wife. Thanks and praise are due to all.

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Review from Maria D (Daughter of Resident) published on 24 January 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Our mum was a resident at Milliner House for 2 weeks. We cannot thank everyone enough involved in the care and compassion that was given to her. The care was outstanding and the staff are absolutely amazing. Thank you from the bottom of our heart.

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Review from Simon W (Son of Resident) published on 9 January 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum is very happy and thriving in the home. I feel confident that she is being cared for in a safe, happy and well run environment.

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Review from Jane M (Daughter of Resident) published on 20 November 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I have found the whole event of Mum having ot give up on her independence extremely hard to cope with persoanlly. Thankfyully the Manager and the staff looking after Mum have given me the ability to let go and accept the full time care that my mother needs, is good neough to give me confidence.

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Current Review Score: 9.4 (9.383)

Overview of Review Score

The Review Score of 9.4 (9.383) out of 10 for Milliner House Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.6 out of 5 from 8 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.8 out of 5 from 8 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.583 for Milliner House Care Home is calculated as follows: ( (62 Excellents x 5) + (28 Goods x 4) + (6 Satisfactorys x 3) ) ÷ 96 Ratings = 4.583

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 4.8 Points relating to the number of positive Reviews for Milliner House Care Home is based on 8 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 = 3.8

    • ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 40 registered maximum number of service users is 8, which has been reached with 8 Positive reviews. Points = 1

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Performance

Care Quality Commission (CQC) Rating

Date: 7 Sep 2023

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Good

Care Quality Commission is responsible for the registration and inspection of social care services in England.

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Bed Vacancies

Please Contact Us for Latest Vacancies

Awards / Recognitions (6)

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Meet the Team (1)

Oana

Oana Pocovnicu

Job Title: Home Manager

Introducing Oana Pocovnicu, Home Manager at Milliner House, Luton:
“For me, kind care is the willingness to put the needs, feelings, and preferences of others first. As well as this is using a person-centred approach and upholding dignity and respect.”
As a Health Care Professional, Oana has gained a wealth of experience in providing care and nursing support to elderly people, to enrich their lives.
She is a knowledgeable and dedicated leader who is passionate about delivering the highest standards of care and quality of life for Residents.
Having worked at HC-One since 2016, Oana closely shares HC-One’s vision is aiming to provide the kindest care for each and every Resident. She extends this caring approach to her Colleagues and works closely with them to deliver care and support to Residents in a way that they gain the most benefit, in a warm and welcoming home.
When asked what she enjoys most about her role, Oana remarked:
“My favourite thing about being a Home Manager is being able to make a difference to our Resident's quality of life. Seeing them so happy brings me great pride and happiness.”
Oana has also achieved much outside of work, with her proudest achievements being the progression she has made throughout her career. Oana started as a Kitchen Assistant and has worked her way into the Home Manager role.
Outside of work, Oana enjoys spending time with friends and having BBQs on lovely sunny days.
If you would like to find out more about Milliner House, Oana would be delighted to have an informal discussion with you to answer any questions and provide further information.