Queensmead

92 Victoria Road, Polegate BN26 6BU
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9.1 75 Reviews
  • Queensmead, Polegate
With its family-centric ethos and welcoming atmosphere, Queensmead is conveniently situated in the village of Polegate, just north of Eastbourne: perfect for local amenities and just five minutes’ walk from the train station.

Purpose-built, Queensmead boasts modern facilities with en suites for each resident, all amid a happy, friendly and restorative environment, surrounded by delightful grounds.

Every room is well-appointed – although residents are encouraged to personalise their rooms with their own items and small pieces of furniture to add to the feeling of homeliness – additionally emphasised by Queensmead's curative philosophy of welcoming visitors at all times.

The lounge, sunroom and maintained gardens offer friendly social spaces for residents to relax in with friends and family and the truly wonderful care colleagues and support staff, who are totally committed to the home's care values, are available 24-hours a day providing bespoke care, regardless of the complexity.

- Bright and airy dining room
- Top-quality cuisine
- An emphasis on nutrition
- Personalised menus
- Social and recreational activities
- Hobbies and crafts
- Regular trips
- Tea, coffee and biscuits always available for you, family and friends
- 34 bedrooms
- A lift
- 3 assisted bathrooms
- Healthy nutrition plan

Show Queensmead on the Map

Care Provided by Queensmead

  • Primary Care Categories
  • Dementia
  • Older Person Care
  • Respite Care
  • Care Types Provided
  • Dementia Residential Care
  • Residential Care
  • For a maximum of 34 Service Users
  • Privately Owned
  • Other Care Provided
  • Convalescent Care
  • End of Life Care
  • Own GP if required
  • Palliative Care
  • Physiotherapy

Good to Know

  • Person in charge
  • Samantha Folwell (Home Manager)
  • Admission Criteria
    • Ages 65+
  • Room Information
    • Single Rooms (34)
    • Couples/Companion Rooms (0)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Year Purpose Built: 1989
    • Last Refurbishment: 2000
    • Number of floors: 3

Funding & Fees Guide for Queensmead

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • Weekly Charges per Person
    • Self-Funded Residential Care from £1,350
    • Self-Funded Residential Dementia Care from £1,350
    • RESPITE Self-Funded Residential Care from £1,350
    • RESPITE Self-Funded Residential Dementia Care from £1,350

  • Fees are all inclusive, the only additions are for external professionals such as hairdresser, chiropody etc.
  • (these prices are only a guideline, please contact Queensmead to find out the exact price for your requirements)

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 Internet Access
  • Residents Kitchenette
  • Television point in own room
  • Wheelchair Access
  • Visiting

  • Visitors are welcome at Queensmead at any time and there is ample parking on site. If wishing to visit outside daylight hours or over the weekend, please call ahead to ensure that a member of staff is available to enable entry into the home.


    During COVID-19 Government restrictions, visiting is also restricted at Queensmead. Please phone the home for up to date visiting information or visit the Coronavirus page on the website


  • Parking

  • Free car park on site at Queensmead.


Queensmead Reviews (75)

Total of 75, showing 21-40
9.1

Queensmead has a Review Score of 9.1 (9.121) out of 10, based on 9 reviews in the last 2 years. Over all time Queensmead has 75 reviews.

Overall Experience

  • 53
  • 17
  • 2
  • 1
  • 2

Date Published

75
2
2
9
66

Review from L C (Daughter of Resident) published on 22 February 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Our family have been happy with the care that our mother has received over the last month. The staff that I have has communication with have always been kind and considerate with great empathy and compassion, this has given me peace of mind.

Reply from Debra Freeman, Head of Sales & Marketing at Queensmead

Thank you so much for your kind words, as we fully appreciate the stress and worry involved in anyone having a loved one in a care home, even an amazing care home like Queensmead. It's so great to know that we have been able not only to care for your mother but to give you this peace of mind.


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Review from K S (Son of Resident) published on 18 February 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

A very friendly and caring home. From the little that I have seen inside the home, it would seem to be clean and well maintained. My only negative is that communication is not always working, from time to time messages which I have asked to be passed on to my parents or other staff have not been received.

Reply from Debra Freeman, Head of Sales & Marketing at Queensmead

Many thanks for your kind words and for all your high ratings. It means a lot to hear that we're doing so well. I do, however, also take on board your comments about communication, and promise that we are working hard to improve on this on a daily basis. As you can imagine, things have been and are continuing to be than tough at the moment, but we do absolutely understand how important all forms of communication are currently with your parents, and we are striving to improve on delivering all the many messages we receive daily for our residents as much as we can. I'm just so sorry we have missed one or two of yours. Please do contact me directly if you have any further problems with this.


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Review from M T (Daughter of Resident) published on 18 February 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The standard of care my father is receiving is excellent. Carers are kind, respectful and dedicated. Reception staff are always friendly and helpful. Care has been excellent during the pandemic keeping residents safe until recently. Visiting facilities were poor until the conservatory became available,
improvements were very slow. The home is well managed, but communications from management are poor - little information given to families. Emails can take days to respond to. The support given to my father, sister and me when our mother died was caring and compassionate, which we were very grateful for. However, due to restrictions, we are concerned that Dad has been unable to grieve. We are concerned about his mental wellbeing as well as his deteriorating Alzheimer's. We are out of touch with his state of health due to lack of contact. My ratings are with limited knowledge of the internal standards in the home. I appreciate that a lot of this is beyond Queensmeads control.

Reply from Debra Freeman, Head of Sales & Marketing at Queensmead

Thank you, Margaret, for your review - much of it really good, and I appreciate your candour. I'm so glad you love our carers, support team and excellent care of your father, and I will pass on your kind words to the team. I also totally understand your frustration and anxiety about our visiting facilities having ceased since the early stages of the pandemic. Like a huge number of dedicated and professional care homes, we had to make the dreadfully hard and hugely difficult decision to close our doors to all visitors, but one that we felt had to be made in order to keep every one of our families' loved ones as safe as we could make them. We are, with you, equally concerned about the effects of this on our residents' mental health, but I'd just like to reiterate as strenuously as I can, that we continue to go above and beyond every single day to make daily life pass as normal and as stress-free as possible for your father and for all our residents until things return to near normal.


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Review from Rebecca P (Granddaughter of Resident) published on 10 February 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

This place is amazing! They helped and supported me and my nan when she had to be taken in at the beginning of the pandemic! Initially, as an emergency, but this has now turned into long term care!
The staff, on all levels, are helpful, kind and so caring, I could not ask for anything better!
The
home itself is bright, light, clean, warm and welcoming and very well kept!

Reply from Debra Freeman, Head of Sales & Marketing at Queensmead

Thank you, Rebecca! It's lovely to be able to care for your nan at Queensmead. We understand that moving into a new is home is quite a journey for all new residents and their families alike, and especially stressful during 2020, so we try to do as much as we can to support all our residents' loved ones from day one. I'll make sure the team know of your kind words too. Thank you again.


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Review from Lindsay L (Daughter of Resident) published on 16 December 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Our mother moved into The Queensmead in March 2018. Having considered a number of other homes, we can honestly say we made the best possible choice. She was given the best possible care we could’ve wished for. The manager and her team have been welcoming, kind, loving, funny, compassionate, obliging
and really just all-round wonderful people which made a positive difference to both Mum and her family. We truly feel blessed that we found a gem, in our opinion, it’s the best!

Reply from Kate Russell, Head of Sales & Marketing at Queensmead

Thank you for such kind words, which I know each and every member of the team shall be proud to read. Best wishes.


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Review from S C (Wife of Resident) published on 13 May 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The atmosphere at Queensmead is very homely, relaxed and welcoming. The manager and staff are friendly and put you at your ease as soon as you walk through the door. My husband has dementia and I was very apprehensive about leaving him and having some much-needed respite. He has now stayed three times
and refers to it as his holiday, so I know he is happy and so am I. Thanks to all concerned and keep up the good work!

Reply from Kate Russell, Head of Sales & Marketing at Queensmead

Thank you for your kind review. We are so delighted that both you and your husband can enjoy a well deserved holiday. We are looking forward to showing you both the new lounge at Queensmead which we are currently refurbishing. Best wishes


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Review from Jenny B (Daughter of Resident) published on 1 May 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I only have praise for the staff and facilities at Queensmead. My Mum had been a resident for the past 3 1/2 years and was very happy there. She has recently passed away and was treated with love, kindness and dignity. I couldn't have found a more caring or happier environment for my Mum to spend her
last days of her life. She lived until 102.

Reply from Kate Russell, Head of Sales & Marketing at Queensmead

Thank you for sharing you experience of Queensmead with this review. It means so much to everyone at Queensmead to hear such kind words.


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Review from Simon S (Son of Resident) published on 1 April 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot thank the staff enough in the care they took of my mother in her final weeks. They were all so kind and gentle - everyone from the wonderful manager and senior staff right through to the kitchen staff. They were all just so lovely, caring and compassionate. If I were to live in a care home
myself, this is the one I would choose.

Reply from Kate Russell, Head of Sales & Marketing at Queensmead

Thank you for your kind words, it is so heart warming to receive your comments. The manager and the team at Queensmead will be so proud.


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Review from Aidan L (Son of Resident) published on 27 March 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The Queensmead looked after my mother with great care and dignity in the last 16 months of her life. The staff were unfailingly sympathetic, caring, respectful and cheerful. All residents were encouraged to participate in the activities. All the family feel we were lucky to find such a great place for
our mother.

Reply from Rebecca Hignett, Development Manager at Queensmead

Aidan, thank you so much for your kind words about our team. We are so grateful for our fantastic staff for the care and support they give our residents and their friends and family and are so glad your mother enjoyed her time spent at Queensmead!


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Review from E S (Resident) assisted by family/friend published on 11 October 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I was at Queensmead for 2 weeks respite whilst my daughter was on holiday.
I was made to feel very welcome and everything I needed was done for me. The food was excellent and the staff lovely.

Reply from Rebecca Hignett, Development Manager at Queensmead

Thank you for taking the time to leave us such kind words. We are so happy you enjoyed your stay with us and look forward to welcoming you again in the future!


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Review from Gordon F (Resident) published on 14 August 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 2.0 out of 5

I was very disappointed with the meals. The ultimate indignity was fish-finger sandwich served piping hot on one of the hottest days of the year, and always soup when a salad would have been more appropriate. Why not then salad salmon salad or even pate which we did have on one occasion. Also poached
pears. These were normal processed pear halves out of a tin then microwaved. It then had been prepared and cooked from raw.

Reply from Kate Russell, Head of Sales & Marketing at Queensmead

Thank you for taking the time to leave a review. All feedback we receive is shared with our team and where someone has not been completely satisfied with their experience it is investigated and taken very seriously as part of our quality monitoring.


Naturally, we are disappointed to hear that you felt the food offered was not suitable for the weather and this shall be reviewed by Diana the manager and also our head chef. We would welcome the opportunity to speak to you to discuss further.


We would be delighted to invite you and a guest to join us for lunch with our compliments to restore your confidence with our kitchen team. Please contact Diana on 01323 487 931 to arrange a date.


Many thanks again, Kate Russell


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Review from B D (Sister of Resident) published on 26 June 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My sister has been very well cared for. Staff are very helpful and kind. The room is bright and airy.

Reply from Kate Russell, Head of Sales & Marketing at Queensmead

Thank you for your lovely review. I will ensure your kind comments are passed on to all team members. Best wishes


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Review from R B (Friend of Resident) published on 26 June 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

No smells.
Clean and friendly.

Reply from Kate Russell, Head of Sales & Marketing at Queensmead

Thank you for taking the time to leave us a lovely review, we are delighted that you rate The Queensmead as excellent! Best wishes


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Review from Deanne O (Daughter of Resident) published on 24 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The people who work here are amazing, kind considerate, capable and do a fantastic job. Reception is excellent, food is excellent, care and compassion excellent.

Reply from Kate Russell, Head of Sales & Marketing at Queensmead

Thank you for the wonderful compliments you have given. Caring and compassionate are the perfect words to describe our team members!! Our chef and all the lovely staff at Queensmead will be so happy to hear your sentiments. Thank you for taking the time to share your thoughts. Best wishes.


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Review from Roberta L (Daughter-in-law of Resident) published on 23 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I am a self-employed hairdresser and I've had a few clients over the past 5 years move into The Queensmead. All of them have been very happy there and the staff have been very helpful to me. My mother-in-law is now there and she also seems to be happy and well looked after. I'm pleased with how happy
the staff are and always willing to help.

Reply from Kate Russell, Head of Sales & Marketing at Queensmead

Thank you for such a lovely testimonial. We are lucky to have really caring staff and we are glad that this is evident when you visit the home. Best wishes.


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Review from Paul S (Son of Resident) published on 17 May 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff are wonderful and my dad is full of praise for them - he is very settled and happy and enjoys all the activities and trips out. Very tasty meals. A care home where the staff really do care and I am grateful for all they do to look after him.

Reply from Kate Russell, Head of Sales & Marketing at Queensmead

Thank you for such kind words and for taking the time to share them. Your father is very dear to us at the Queensmead and is a wonderful member of our home. We love having him here! Many thanks, Kate Russell.


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Review from John G (Son of Resident) published on 16 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I've been very pleased with The Queensmead. They've helped settle my mother into the home providing a safe environment for her. After just a couple of weeks, she looks and feels much better in herself. She now has company in her own age range, lovely prepared meals, great staff and a relaxed and happy
place to stay.

Reply from Kate Russell, Head of Sales & Marketing at Queensmead

Thank you for taking the time to leave us such lovely feedback. We love having your mother with us and are delighted she has settled in so well. We share all our feedback with the whole team and I know how happy they shall be to read this. Many thanks, Kate Russell.


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Review from Gill (Daughter of Resident) published on 22 January 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

Day staff usually answer the bell without too much delay, although weekends can be sporadic. Night staff are not so good.
The care plan is not always clear. One member of staff says one thing, another says the opposite.
The catering staff are good. Not enough time spent on just chatting to residents.
My mother spends most of her time in her room and finds it lonely.
Bathing facilities are not brilliant, my mother can't get in the shower and one bath a week is inadequate.
Marked clothes have 'gone missing' although laundry has been searched.
My mother is deaf and nearly blind and finds going to the lounge difficult.

Reply from Kate Russell, Marketing Manager at Queensmead

Thank you for your review from November.


We would like to invite you to join us for a full care plan review where we can discuss your concerns further, the home manager shall be in touch with you shortly to arrange a date at your earliest convenience. The home manager’s door is always open should you ever have a cause for concern, however we thank you for the apprehensions you have raised in your review which shall be fully investigated by the team.


Many thanks


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Review from Doreen C (Respite Resident) published on 14 December 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

This home is mixed in condition - decorating is taking place. I'm in a newly done room. It is very attractive - plenty of drawer space, two chairs, en-suite, the most comfortable bed, good sized drawers, lighting is excellent (safety needs are obvious). Delightful TV - shelving for nick nacks and spacious
wardrobe. All furniture in a soft beige, walls are plain cream plus brightly coloured curtains. The radiator cover is beautifully designed, adding style to the overall view. A warm and welcoming atmosphere.

Reply from Rebecca Hignett, Development Manager at Queensmead

Thank you for your kind words, Doreen. We are in the middle of a huge top-to-toe refurbishment of the home at the moment, and we love to hear that you love what has been done so far! We hope you love the new dining and reception areas which are next on the list! Thank you again for your review!


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Review from Ian G (Son of Resident) published on 5 December 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My sister is my mom's primary carer. I do not get to see her as much as I would like. Without my sister and Queensmead staff, I have no idea what my Mom would do. The staff are truly amazing, Mom often stating she is very well cared for. Something I can vouch for.

Reply from Rebecca Hignett, Development Manager at Queensmead

Thank you so much for your kind words! We are so glad that mum is happy at Queensmead!


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Current Review Score: 9.1 (9.121)

Overview of Review Score

The Review Score of 9.1 (9.121) out of 10 for Queensmead is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.4 out of 5 from 9 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.7 out of 5 from 7 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 4.421 for Queensmead is calculated as follows: ( (67 Excellents x 5) + (24 Goods x 4) + (13 Satisfactorys x 3) + (3 Very Poors x 1) ) ÷ 107 Ratings = 4.421

  • 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 4.7 Points relating to the number of positive Reviews for Queensmead is based on 7 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 = 3.7

    • 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 34 registered maximum number of service users is 6.8, which has been reached with 7 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: 15 Feb 2020

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Requires improvement

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

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