Review from Kerry C (Granddaughter of Resident) published on 2 February 2021
Submitted via Website • Report

Overall Experience

Never put your family member in this place! My nan was put into this home after being sold what a lovely place it was by staff when visited. After not being there long we know it was our biggest mistake and getting her moved took a while. COVID didn’t help of course. The first lockdown in this place

is what caused my nan to get dementia. She was so social and just left, with no interaction. No connection until begging then only in the garden. Before COVID we would arrive, Nan was never cleaned unless we did it or complained, even then you were putting them out. We would arrive with Nan in wet/dirty clothes, once arrived and she had stuff wrapped around her neck. She had a number of falls, social services had to get involved as she was manhandled and made black and blue! At 98 years old she was taken to hospital a number of times last year because of falls, clearly not looked after. The last fall social services wouldn’t let her return and helped us to move Nan. Thank god and far too late!

Reply from Julie Caygill, Hospital Liaison Team Administrator at Oaklands Care Home

Thank you for your review. We are very sorry to hear of these experiences in our Care Home and would welcome the opportunity to communicate directly with you, in order that we may investigate and take appropriate action. Please do not hesitate to make contact via our Careline Service on 0333 999 8699 or by email careline@hc-one.co.uk so that a Senior Manager can address your concerns. We take any concerns raised very seriously, and endeavour to learn all we can from this to improve the care and service we deliver.

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Review from Diane C (Resident) published on 13 November 2020
Submitted via Postal Card • Report

Overall Experience

In my time spent here, I have experienced many happy days. The residents are mainly very helpful and easy to get along with. I find all of the staff ready and willing to guide us and helpful at all times.

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Review from Pat P (Wife of Resident) published on 22 September 2020
Submitted via Postal Card • Report

Overall Experience

I have been able to visit my husband for about three weeks, after a gap of several weeks. Over the last few weeks: one day he was dressed in pyjama trousers and a top, the next time he had lost his trainers and was wearing someone else's shoes. It was a hot day and he had flannelette pyjamas under his

trousers and his hair had been hacked. I know that it is difficult at the moment, but I was very concerned about his appearance.

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

Thank you for your comment and feedback. We take concerns very seriously and welcome feedback as this helps us to improve our care quality. We are very sorry to hear about your concerns with your Husband’s appearance during your last visit. The apparel you describe is not acceptable, and we will discuss this with the care team to ensure this is improved with immediate effect and maintained going forward. Please do not hesitate to contact the home management team to discuss any further concerns or queries.

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Review from Jean G (Power of Attorney of Resident) published on 12 June 2020
Submitted via Website • Report

Overall Experience

I had POA of a wonderful lady, who came to live in Oaklands last November, she settled in easily and was very comfortable. Unfortunately, she died of advanced dementia this week. I wanted to praise the staff for the excellent care and compassion they gave to her in her final few weeks. I would like

to thank the Acting Manager and particularly the Deputy Manager who every step of the end of her life, kept me updated and fully informed, which from the bottom of my heart I will be always grateful.

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Review from Antony B (Son of Resident) published on 11 March 2020
Submitted via Postal Card • Report

Overall Experience

The general care Mum received was very good. She was, unfortunately, bed-bound for over a year during which time she did not have bed ulcers. A credit to the attention she received. However, more attention is needed to ensure hearing aids and dentures are put in, especially when a resident is unable

to do it themselves. Further, the laundry arrangements are haphazard, often finding other people's clothes in her room.

Reply from Julie Caygill, Hospital Liaison Team Administrator at Oaklands Care Home

Thank you very much for your compliments regarding the care at Oaklands, we will ensure that the staff receive your feedback. We are currently in the process of improving the laundry management and these changes should be noticed within the home. I am sorry to hear about your experiences with dentures and hearing aids, we will ensure the home manager addresses this with the team and drives improvements. Once again many thanks and if you wish to speak to the home manager please feel free to contact the home directly.

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Review from Jill C (Daughter of Resident) published on 25 February 2020
Submitted via Postal Card • Report

Overall Experience

My mum was welcomed with open arms by all the lovely staff at Oaklands back in September 2019. The deputy manager assessed Mum in hospital and agreed to her moving to Oaklands which I was grateful for as other care homes had said no due to her Dementia. Mum was very happy there and the staff were amazing.

Sadly she has now passed away.

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Review from Louisa B (Stepdaughter of Resident) published on 24 February 2020
Submitted via Postal Card • Report

Overall Experience

The care given to my step-dad was outstanding. Staff very helpful and polite.

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Review from Lee S (Daughter of Resident) published on 26 December 2019
Submitted via Website • Report

Overall Experience

Mum there since August, in that short time, declined beyond belief. Communication is non-existent. Management talks the talk but carry nothing through. Mum was left in her day clothes until next morning if family not there to change her, left soiled till afternoon if a family not there to change her.

Meds at 8am given at 1pm and this was apparently OK as they are short-staffed and running late. Lack of staff also a huge issue, with families constantly unhappy about not being able to find staff at different times of the day. Residents are left to their own devices in the day room. We often helped other residents, as do other families because the staff were nowhere to be seen. Management told us at meeting that residents are checked hourly for personal care and twice through the night. Simply not true. My Dad would go to the home every day to give Mum care or it wasn't done! Not all carers fault, not enough staff. Disgusted with management for letting our Mum down so badly. Don't go there!

Reply from Clare Sheehan, TBC at Oaklands Care Home

We are sorry to hear that your experience of your Mother's care at the home was not a positive one. We are aware that a number of the issues raised has been discussed with you and the appropriate external professionals. As this relates to a personal concern in relation to your Mother's care whilst at the home, I am happy to discuss any new concerns with you and the relevant external contact, therefore please contact me at the home so we can arrange a meeting.

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Review from Glen D (Son of Resident) published on 17 December 2019
Submitted via Website • Report

Overall Experience

My mother went to Oaklands when living at home with mixed dementia was no longer possible.
The progression of the illness in the 10 weeks before we moved Mum to a better home is like nothing I've ever seen before.
This I put squarely at the door of Oaklands management, their lack of staff and lack

of compassion given to their patients. Most staff working there are doing their best but there are just not enough members of staff to go round.
Mum routinely was left in yesterday's clothes, unwashed and without being changed.
We stopped counting the number of times we'd find breakfast still sitting in her room with no members of staff having any knowledge as to what she'd eaten.
Seemingly against the rules patient's medication is not recorded.
Please do not send your loved ones to this home.

Reply from Clare Sheehan, TBC at Oaklands Care Home

Thank you for your review. We are sorry to hear that you feel the experience of your Mother's care at the home was not a positive one. We are aware that a number of the issues raised in this review have been discussed in person with you in previous meetings when your Mother was residing at Oaklands. We have also attended a meeting with other professionals to discuss issues raised. These were investigated and a full report was provided and lessons learned to ensure we provide the kindest possible care at all times. Moving forward I am very happy to discuss any new concerns, please do feel free to arrange a meeting with myself.

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Review from P P (Wife of Resident) published on 30 October 2019
Submitted via Postal Card • Report

Overall Experience

I would be more comfortable if there was some kind of electronic devices on the doors of the residents' rooms so that only the resident and staff can get into their room. It is not nice that everyone just walks in and out. Things go missing and you go into the room and anyone could be in there, either

sleeping or eating their treats.

Reply from Tracy Hardy, Careline Team Leader at Oaklands Care Home

Thank you for review and comments we greatly appreciate all feedback. We are always looking to enhance the wellbeing and quality of life for our residents and we welcome the suggestion of the use of assistive technology. We will discuss this with our residents, relatives and local authority.

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Review from A A (Daughter of Resident) published on 9 October 2019
Submitted via Postal Card • Report

Overall Experience

My mum was taken ill in June 2019 and passed away mid July 2019. She had lived at Oaklands for 3 1/2 years and the care she received was excellent, but especially so during her last few weeks.

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Review from L G (Sister of Resident) published on 2 July 2019
Submitted via Postal Card • Report

Overall Experience

My family and I cannot praise the care and support given to our sister/mother highly enough. In every aspect, the staff and carers at Oaklands excelled and we shall be forever thankful for making our loved one's last days comfortable and well looked after. Thank you.

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Review from T T (Daughter of Resident) published on 7 June 2019
Submitted via Postal Card • Report

Overall Experience

My mum 94 was only a resident for 6 weeks respite after a 4 week spell in a mental unit in hospital due to severe depression triggered by her progressing dementia. During her stay, the staff were doing the best they could as there were times when they seemed very short staffed. Mum did have to wait

for staff to become available to change her, or move her to another room or get her pain relief however, they were all very pleasant and caring.

Reply from Claire Hurworth, Care Line Manager at Oaklands Care Home

Thank you for your kind comments regarding the staff. which I will share with the team. Your mother really came out of her shell upon coming to Oaklands and she was a pleasure to be around. I wish her well for the future living back in her own home.
At Oaklands, we pride ourselves in delivering kind care to all our Residents and relatives and as the Home Manager, I discussed your mother’s care with you during her stay. I would be happy to meet with you again to discuss the concerns raised.

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Review from Elaine P (Daughter of Resident) published on 15 January 2019
Submitted via Postal Card • Report

Overall Experience

Oaklands remains a care home that I enjoy visiting and that my mother is very happy in. This includes wonderful staff, great facilities and great activities. Only one obstacle to overcome, the laundry.

Reply from Clare Sheehan, Careline Advisor at Oaklands Care Home

Thank you for your kind comments. I will ensure that all our staff are made aware of them. You have also noted that there are issues with our laundry service and I can only apologise for this. To enable me to resolve this issue, could we make an appointment to discuss exactly what is missing? I know you are a regular visitor so if you would like to come to see me to make an appointment or call me on 01268 491491 at your earliest convenience. Once again, thank you for your kind words and your continued support of Oaklands.

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Review from Lesley W (Daughter of Resident) published on 4 January 2019
Submitted via Postal Card • Report

Overall Experience

This home has a welcoming and caring staff who are only too willing to help both the resident and their family. The home itself is clean, warm and has a friendly and homely atmosphere.

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Review from Paula A (Daughter-in-law of Resident) published on 4 January 2019
Submitted via Postal Card • Report

Overall Experience

Management has done an amazing job in turning this home into a lovely place for our Dad to live. Carers are superb. Kitchen (chef) has really made meals both flavoursome and nutritious. The chef makes all the food from scratch. 100% satisfied, apart from the increase in fees form Feb 2019.

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Review from M M (Daughter of Resident) published on 4 January 2019
Submitted via Postal Card • Report

Overall Experience

The home is a friendly caring place where every member of staff seems to know the residents.

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Review from Robert B (Son of Resident) published on 7 December 2018
Submitted via Postal Card • Report

Overall Experience

Selecting a care home for the end of life care for my mother was an emotional experience. We found the care manager extremely welcoming and gave us a high level of confidence that the home would provide the emotional and personal care my mother needed.
This proved to be the case. All staff were efficient,

courteous and understanding. Links to outside medical support worked well.
Family and friends were given the space and opportunity to spend precious time with my mother.
We could find no fault with Oaklands and would not hesitate to recommend them to any family.

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

Overall Experience

We as a family are very grateful to the manager and all the staff for the help and support we have been given at every time during our mother's admission. It is very reassuring to see our mother safe and happy and well cared for.

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

Overall Experience

Really happy with the care and support given by the whole team, not only to my mum but to all the family.

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