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 41-60
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.

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Date Published

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Review from Jacqueline M (Daughter of Resident) published on 8 November 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent care, very impressed.

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Review from Ann G (Wife of Resident) published on 2 October 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I have been so relieved to find a suitable care home for my husband and feel he is safe and settled. There have been a couple of emergencies which have been dealt with very professionally and I too have felt well supported. I cannot thank the manager and her team enough. I have noted all categories
good but they veer towards excellence.

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Review from Janette M (Daughter of Resident) published on 7 September 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I have found the staff and management helpful in ensuring mum settled in. All the staff are caring and professional and I am happy with the care mum is receiving.

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Review from Hazel W (Mother of Resident) published on 16 August 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

When I visit the home it is always clean and bright. The staff are cheerful and attentive to the residents. The manager's door is always open. A lot of work goes into organising open days etc.


It amazes me that the staff who work so hard still have time for a welcoming greeting to visitors.


My

son isn't keen on the food, which is probably aimed at residents who have difficulty eating.


All in all, a very well-run care home.


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Review from Lynne N (Daughter of Resident) published on 12 July 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Mum has been at Milliner House for just over a year now. At first, she was very unsettled but to be expected given that she was very confused. All staff are very caring attentive and approachable. Mum seems happy when I visit and it’s also nice to be able to take her to her own room at any time. There’s
always someone to talk to if I have any issues which usually get dealt with promptly. It’s not only the carers who are approachable all other staff are too Manager, Admin, Housekeeping and Maintenance who are always happy to help in any way they can.

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Review from L H (Daughter of Resident) published on 11 July 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Visit mum every couple of months for a few days as I live in Sheffield. She is looking much better at the moment in herself and reasonably communicative. Her wellbeing seems to be carefully monitored with regards to eating/drinking/weight and general health. Is clean and seems well cared for - staffing
levels seem better than previously. Management very helpful.

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Review from Brian L M (Husband of Resident) published on 6 July 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Requests or problems are responded to readily by staff/management.

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Review from Sheila C (Wife of Resident) published on 3 July 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very friendly home, very clean. The carers are very good. No bad smells in the home, excellent for my husband.

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Review from J H (Daughter of Resident) published on 22 June 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum seems to like it here. She feels safe and has started to go out on trips. She relates well to staff. Only negative is she's not keen on food.

Reply from Clare Sheehan, Careline Advisor at Milliner House Care Home

Thank you for your kind comments overall regarding the Home. Milliner House offers a varied and flexible menu and always aim to meet everyone’s preferences and wishes at meal times and will continue to work closely with our residents to offer something to their taste. We would be happy to discuss any concerns that you have next time you visit the home.


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Review from Pauline B (Cousin of Resident) published on 23 April 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I'm not able to visit often but I know there is always someone to speak to at the end of the phone.


The home is in excellent condition. Rooms are excellent. Everyone is kind and caring. When I do visit there are no unpleasant odours around the home which is pleasing when I walk through the door.


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Review from Chris B (Daughter of Resident) published on 20 April 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My experience is based on mother's care. I am 100% happy with the care my mum is receiving. The staff and management are always approachable and helpful, more importantly, my mother is in the best condition I have seen in a while.

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Review from T S (Daughter of Resident) published on 29 March 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Friendly staff and atmosphere within a caring environment.

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Review from S M (Wife of Resident) published on 21 December 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Although the building and decoration are a bit shabby, windows are draughty, the home seems quite homely and cosy. Refurbs taking place now.
The staff and manager are very friendly and caring. My husband settled in very quickly and seems happy. He enjoys the outings once a month.
The staff recognised
his physical and mental needs well.

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Review from Sandeep S (Son of Resident) published on 20 September 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My Dad was transferred to Milliner House on discharge from hospital after undergoing surgery. He was weak, frail and had very poor/no mobility. Staff and management at Milliner House took him on board at short notice. They gave him full support in getting his mobility back and paid great attention to
his dietary requirements due to being diabetic and vegetarian. My family and I have gratitude and praise for all staff at Milliner House. Thank you once again. We couldn't have chosen a nicer care home.

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Review from L H (Daughter of Resident) published on 15 September 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

All staff extremely kind, smiling and nothing is too much trouble.


Staff always check that everyone is OK. Mum is very pleased to be here. Mum is getting lots of help and love.


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Review from A J (Brother of Resident) published on 8 September 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

With her medical conditions, it was difficult for staff to give full support and converse with patients. They did their best in the circumstances to look after her and towards the end treated her with care and dignity.

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Review from Steven W (Son of Resident) published on 18 May 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I found Milliner House very clean and aware of my mum's needs and do everything they can to accommodate her. The house is bright and open which suits mum. She likes being here and is well looked after by the kind and caring staff and management who take the time and trouble to keep me informed of any
issues she may have, therefore I give Milliner House top marks. Thank you very much.

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Review from Lyn W (Daughter of Resident) published on 1 August 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum moved in 8 days ago. Very happy with everything: Accommodation, staff etc.

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Review from Edwin H (Son of Resident) published on 19 July 2016
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I don't get to visit Milliner House very often. When I have done I have been very impressed by what I have seen. The public and private areas are clean, the staff are caring and attentive and appear to have a good understanding of my mother's care requirements.


I would say Milliner House is the best

of the several care homes I have visited.

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Review from Jackie B (Daughter-in-law of Resident) published on 28 June 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I find the manager and staff are very friendly and helpful, nothing is too much trouble. They answer any questions we have. She enjoys the food. Mum is always looking clean and tidy and she gets her hair done every Tuesday. The manager seems to go one step further to make sure everything and everyone
is okay. They also make a lovely cup of Tea.

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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

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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.