Review from Annie C (Daughter of Resident) published on 8 July 2020
Submitted via Website • Report

Overall Experience

My mother originally went to Sunrise Guildford for respite but it proved to be a very fortunate decision as then COVID arrived and lockdown took place and we were so grateful that she was at Sunrise in a place of safety and being so well cared for. The staff are absolutely fantastic. Everyone is so

welcoming and kind. They are always smiling and polite and the residents are treated like one big happy family. If we ever have any worries or concerns they do all they can to reassure us and they have worked so hard and diligently during lockdown to ensure that everyone was kept safe. We are so grateful to them for this as I am sure it involved staff making a lot of personal sacrifices to carry out their duties which reflects true dedication.

Reply from Lynn Grafham, General Manager at Guildford House Care Home - Avery Collection

The team here at Sunrise of Guildford 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.

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Review from Carolyn M (Daughter of Resident) published on 13 May 2020
Submitted via Website • Report

Overall Experience

During the Covid-19 lockdown, Sunrise has been amazing at keeping the residents safe and the friends and relatives informed. The staff 'video call' me about twice a week so I can see and chat to my mother and most importantly, as my mother has dementia, I can speak to the carers who look after her.

I receive regular informative update letters both from the manager at Guildford and the CEO of Sunrise UK. The staff are incredibly caring and dedicated, and I thank them from the bottom of my heart for all they are doing to keep my mother happy and safe.

Reply from Lynn Grafham, Acting General Manager at Guildford House Care Home - Avery Collection

At Sunrise of Guildford, 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. Hearing this positive feedback is greatly appreciated by everyone in the community.

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Review from Paul H (Son of Resident) published on 13 May 2020
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Overall Experience

An exceptional service exemplified by both a highly professional attitude and approach and a caring and kind environment. I never expected my mother to enjoy living away from her home of 50 years plus but following the death of her husband and increasing vascular dementia, she has settled in so quickly

and really enjoys the environment. I have seen her persona and mood improve markedly and it is now more positive, optimistic and engaged despite increasing dementia.

Reply from Lynn Grafham, Acting General Manager at Guildford House Care Home - Avery Collection

Sunrise of Guildford 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 to hear your mother has settled in well.

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Review from Sara G (Daughter of Resident) published on 13 May 2020
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Overall Experience

During the current Covid 19 pandemic there has been a huge amount of negative press about care homes and the provisions that they have made for their residents. Sunrise of Guildford has been absolutely first class in every respect. My father has dementia and doesn't really understand the current situation,

in addition, he is not familiar with the benefits which technology afford him. The staff have been superb, regularly video calling, picking the moments when my father is at his most engaged. He is unable to communicate very well but a blown kiss or a thumbs up from him on screen has meant the world to me. One particular carer took the time to sit with my Dad and write a card to me, giving me his news and that he was missing me. I was very touched. The team at Guildford, expertly led, have faced huge challenges themselves but I feel secure in the knowledge that with their commitment, dedication, professionalism, love and care that my Dad is in very safe hands. Thank you all very much.

Reply from Lynn Grafham, Acting General Manager at Guildford House Care Home - Avery Collection

Here at Sunrise of Guildford, we endeavour to provide the very best experience for our residents and their families. Thank you for taking the time to share your kind words with us, these will be shared with the team.

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Review from D B (Cousin of Resident) published on 27 February 2020
Submitted via Postal Card • Report

Overall Experience

Visiting my cousin for 4 years at Sunrise I am consistently impressed by the calibre of staff. Their kindliness, patience, sincerity, and, at times, saintliness is a pleasure to witness. Nothing is too much trouble for them.

Reply from Lynn Grafham, Acting General Manager at Guildford House Care Home - Avery Collection

Here at Sunrise of Guildford we endeavor to provide the very best experience for our residents and their families. Thank you for taking the time to share your kind words with us, these will be shared with the team.

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Review from Stephen C (Son of Resident) published on 20 February 2020
Submitted via Postal Card • Report

Overall Experience

Sunrise has been a warm and welcoming environment since our very first visit. It feels like home for my father. We have always felt that we made a great choice for my father and would not wish him to be anywhere else.

Reply from Michael Chawatama, General Manager at Guildford House Care Home - Avery Collection

We are thrilled with your positive experience and are so glad your father has settled in so well to Sunrise of Guildford. We take great pride in delivering high-quality care and providing facilities to our residents. Your recognition of this is invaluable to our team, thank you.

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Review from Vicky A (Daughter of Resident) published on 20 February 2020
Submitted via Postal Card • Report

Overall Experience

Ever since Dad arrived, I have been so thrilled with the care and attention he receives. The staff, without exception, are kind, respectful and treat everyone knowing them, with the care that gives them a type of care suitable for them. When I arrived today, Dad told me he has everything he wants and

needs here and is happy. I could ask for no more.

Reply from Michael Chawatama, General Manager at Guildford House Care Home - Avery Collection

We are thrilled with your positive experience and are so glad your father has settled in so well to Sunrise of Guildford. We take great pride in delivering high-quality care and providing facilities to our residents. Your recognition of this is invaluable to our team, thank you.

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Review from Larry C (Son of Resident) published on 13 February 2020
Submitted via Website • Report

Overall Experience

We strongly recommend Sunrise.
We moved my Dad to Sunrise in September 2019 to be closer to us. We chose this home because we were impressed with the facilities and because we hoped he would join in with the extensive range of activities available for residents, something he hadn’t been doing before.

The results so far have been excellent. After the first month or so, he slowly but steadily gained confidence and began to take part in exercise classes and listen to piano music. Now, three months on, he takes part regularly in movement and meditation exercises, Boccia, bingo and all sorts of musical events.
We have been very impressed by all the staff who encourage, support and look after him so well.
A highlight is that he now regularly plays on the home’s snooker table and really gets into his zone as he sinks balls just like he used to. I never dreamed that he would do this again. At times like this, he does seem to have a new lease of life and it’s wonderful to see.

Reply from Michael Chawatama, General Manager at Guildford House Care Home - Avery Collection

Our team here at Sunrise of Guildford are so grateful for your comments. Our activities co-ordinator and the team work hard to provide engaging and stimulating activities for all of our residents, we are so glad to hear the activities provided are one of your favourite elements of our home.

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Review from R T (Daughter of Resident) published on 11 February 2020
Submitted via Postal Card • Report

Overall Experience

Dad is very well cared for in the Reminiscence unit. The friendly staff notice and address his needs in a timely fashion. There is always a welcoming atmosphere. There are a lot of activities on offer and residents are encouraged to participate which is excellent for stimulation.

Reply from Lynn Grafham, Acting General Manager at Guildford House Care Home - Avery Collection

Our team here at Sunrise of Guildford are so grateful for your comments. Our activities co-ordinator and the team work hard to provide engaging and stimulating activities for all of our residents, we are so glad to hear the activities provided are one of your favourite elements of our home.

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Review from S M (Daughter of Resident) published on 17 December 2019
Submitted via Postal Card • Report

Overall Experience

My parents moved into this care home in July 2019. The move was made extremely easy owning to care, attention and professionalism of the entire staff, care staff, nursing staff and management alike. On the death of my mother, Sunrise offered huge support and extreme dignity and are caring for my 90-year-old

father with great attention and compassion. The home is beautifully presented, extremely well maintained. The food is also excellent and very varied. Can highly recommend!

Reply from Michael Chawatama, General Manager at Guildford House Care Home - Avery Collection

Firstly, please accept our sincere condolences for your recent loss and thank you for taking the time to share your experience of Sunrise of Guildford – particularly at such a difficult time. The team here are so grateful that your Mother had such a positive experience of the home and this extended to family members and friends.

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Review from J B (Daughter of Resident) published on 12 December 2019
Submitted via Postal Card • Report

Overall Experience

My mother had three happy years at Sunrise of Guildford.
Her quality of life was greatly helped by the activities team who organised a wonderful team of visitors, school children, animals, outings and events. The days here are busy and fun. The receptionists played an important role (especially for

those who are deaf) with receiving and relaying phone calls and messages. A happy atmosphere, excellent food and welcoming bistro where visitors can make their own drinks when they arrive. Highly recommend.

Reply from Michael Chawatama, General Manager at Guildford House Care Home - Avery Collection

Our team here at Sunrise of Guildford are so grateful for your comments. Our activities co-ordinator and the teamwork hard to provide engaging and stimulating activities for all of our residents, we are so glad to hear the activities provided are one of your favourite elements of our home.

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Review from Jane C (Daughter of Resident) published on 3 September 2019
Submitted via Website • Report

Overall Experience

Found that the staff were willing to go more than the extra mile for my parents. They effectively enabled my mother to die in the presence of my father rather than on her own in hospital.
One of the few providers of a suite of rooms in the care system which meant that my father was able to be with

mum at the critical time and was very well supported by nursing staff until my husband and I could get there. They were extremely caring and understanding and handled the last week and a half of my mother's life with great compassion. Many staff were considerate of the whole family's emotions and made what had been a hideous time far more bearable. Even in the middle of the night, I witnessed staff just taking the extra effort to make sure that the people in their care weren't in need of anything.
The home is well kept and attractive but the most important aspect of this home is that the staff genuinely do care about their clients.

Reply from Michael Chawatama, General Manager at Guildford House Care Home - Avery Collection

Firstly, please accept our sincere condolences for your recent loss and thank you for taking the time to share your experience of Sunrise of Guildford – particularly at such a difficult time.
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 and facilities to make a difference to our residents and their families lives.

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Review from Mike P (Son of Resident) published on 12 August 2019
Submitted via Postal Card • Report

Overall Experience

Excellent facilities. Attentive staff, good quality food. Sunrise bus for outings is very good. Most staff very caring. Parking not very good. Should inform all quests of the private parking in the road as they regularly try to get penalty charge notices issued.

Reply from Michael Chawatama, General Manager at Guildford House Care Home - Avery Collection

Thank you for taking the time to share your experience of Sunrise of Guildford. Your feedback is important as is the care and well-being of all our residents. We take great pride in ensuring we deliver high-quality care and facilities to make a difference to our residents and their families lives. We understand that our parking facilities are limited, which is why we now work in partnership with surrounding, local businesses to secure additional parking for all our guests, friends and families. We will work to inform all of the visitors of these additional spaces. In the meantime, please feel free to contact me if you would like to discuss this in further detail.

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Review from Roland K (Son of Resident) published on 8 May 2019
Submitted via Postal Card • Report

Overall Experience

Staff were always lovely and helpful to our mum, tolerant of her deafness and kind to me and relatives. The helped her settle in quickly as it has been a difficult time to move her all the way to Bristol.
They helped pack, offered us tea and supported our decisions efficiently.

Reply from Marketing, Marketing at Guildford House Care Home - Avery Collection

Thank you for taking the time to share your experience of Sunrise of Guildford.
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 and facilities to make a difference to our residents and their families lives.
The Sunrise of Guildford Team

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Review from Sally F (Daughter of Resident) published on 29 January 2019
Submitted via Website • Report

Overall Experience

After 10 years of having to keep my wits about me when dealing with Sunrise, my father has just passed away and despite being forewarned NO ONE from Sunrise attended the funeral. I have spoken to several members of staff and they’re very upset that they weren’t told when the funeral was, management

knew! Upon clearing my father’s room I have found around 20 of his woollen jumpers and cardigans have been shrunk from a large adult size to about a child age 10!
I met the new manager yesterday who has been at the home only a week and he took my complaints seriously and compassionately. What a shame he wasn’t at Guildford during my Dad’s time.

Reply from Marketing, Marketing at Guildford House Care Home - Avery Collection

Thank you very much for taking the time to leave your feedback and I hope that you are coping after the loss of your father, who was a much-loved member of the community here. We always endeavoured to ensure that his stay was happy and comfortable and our belief is that is how he felt.

We also aim to attend all our resident’s funerals if possible. Team members were made aware, but unfortunately, due to needs at the community on the day of your father’s funeral, no one was able to attend. If certain team members did not receive this information we can only apologise. We have discussed this as a team to see whether there is anything we can do differently in future.

We are also sorry about the jumpers you state have shrunk. My deputy manager and I have reviewed our laundry and housekeeping processes and have assurances that this hasn’t happened to anyone else and should not happen to anyone else in the future.

We are proud that your father made his home with us and our thoughts remain with you and the family at this difficult time.
The Sunrise of Guildford Team

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Review from Michael G (Son of Resident) published on 19 September 2018
Submitted via Postal Card • Report

Overall Experience

Wonderful, quiet, peaceful, clean, and spacious home. Lots of ambiences. Wonderful, friendly, skilled staff, nothing is too much for them. Excellent facilities. Lovely garden.
Plenty of varied activities for all types of residents.

Reply from Marketing, Marketing at Guildford House Care Home - Avery Collection

Thank you for taking the time to share your experience of Sunrise of Guildford.
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 and facilities to make a difference to our residents and their families lives.
The Sunrise of Guildford Team.

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Review from Kevin W (Son of Resident) published on 21 August 2018
Submitted via Postal Card • Report

Overall Experience

Mum has been in Sunrise of Guildford for 1 week now and I have seen a huge improvement in her spirits and outlook. She loves the food, the company, the carers - who all care and chat.

Having experienced bad care in the community, Sunrise of Guildford is a Godsend. I cannot speak highly enough of

the team. From the admin staff to the carers, to the chef and to the ice cream man.

Thanks for returning mum's dignity.

Reply from Marketing, Marketing at Guildford House Care Home - Avery Collection

Thank you for taking the time to share your experience of Sunrise of Guildford.
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 and facilities to make a difference to our residents and their families lives.
The Sunrise of Guildford Team

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Review from Tony B (Husband of Resident) published on 21 August 2018
Submitted via Postal Card • Report

Overall Experience

My wife was a resident for palliative care and died after two weeks. Throughout her stay, she (whilst she was able to) and I found the care quite exceptional.
Certainly, those involved in direct care eg nurses and carers were kind and compassionate while remaining efficient. But this also applied to

other staff coming into contact with her eg caterers, cleaners, maintenance staff etc. An exceptional organisation.

Reply from Marketing, Marketing at Guildford House Care Home - Avery Collection

Firstly, please accept our sincere condolences for your recent loss and thank you for taking the time to share your experience of Sunrise of Guildford – particularly at such a difficult time.
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 and facilities to make a difference to our residents and their families lives.
The Sunrise of Guildford Team

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Review from Jenny P (Daughter of Resident) published on 21 August 2018
Submitted via Postal Card • Report

Overall Experience

Very caring, high standards of behaviour towards residents. Pleasant surroundings, family atmosphere. Thoughtful attitude to each person and their needs. Always thinking of ways to make like enjoyable and interesting. Health and cleanliness always of high standards.

Reply from Marketing, Marketing at Guildford House Care Home - Avery Collection

Thank you for taking the time to share your experience of Sunrise of Guildford.
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 and facilities to make a difference to our residents and their families lives.

The Sunrise of Guildford Team

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Review from M K (Daughter of Resident) published on 30 April 2018
Submitted via Postal Card • Report

Overall Experience

Mother lived in Sunrise for 5 years. The last 2 followed ber cancer diagnosis. She lived well and died with dignity, cared for with love and professionalism in her home environment, her own bed. No one could have done more for her, and by doing so, us her family.

Reply from Marketing, Marketing at Guildford House Care Home - Avery Collection

Firstly, please accept our sincere condolences for your recent loss and thank you for taking the time to share your experience of Sunrise of Guildford – particularly at such a difficult time.
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 and facilities to make a difference to our residents and their families lives.
The Sunrise of Guildford Team.

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