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The Heathers has a Review Score of 9.1 (9.057) out of 10, based on 6 reviews in the last 2 years. Over all time The Heathers has 56 reviews.
Review from Michael S (Respite Resident) published on 12 May 2023
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Overall Experience
4.0 out of 5
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Review from G B (Resident) published on 12 May 2023
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4.0 out of 5
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Review from Pamela S (Resident) published on 12 May 2023
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Overall Experience
4.0 out of 5
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Review from John M (Resident) published on 12 May 2023
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Overall Experience
4.0 out of 5
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Review from E J (Resident) published on 12 May 2023
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Overall Experience
5.0 out of 5
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Review from Maire V (Wife of Resident) published on 27 March 2023
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Overall Experience
5.0 out of 5
Reply from Lara Swan, Area Manager at The Heathers
Many thanks for your review, we appreciate your feedback.
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Review from S R (Daughter of Resident) published on 9 March 2023
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Overall Experience
1.0 out of 5
Reply from Lara Swan, Area Manager at The Heathers
We are sorry to hear about the distress to you and your family in this difficult time. When any resident arrives they are given a welcome pack and in there it is documented how to raise a concern, and the complaints procedure is also displayed on the wall. This is because things can be actioned or sorted out when the resident is in the home so the best care can be given and the person is comfortable in their surroundings. The home has a registered manager and a senior manager listed. Then, they can be approached or emailed if a family or resident feels they need help approaching the manager, or a meeting can be held with the manager and the registered or Senior Manager. The home also has a linked social worker who would have met with the resident whilst at home. The issue with hospital transport was with hospital transport, and the home tried to facilitate transport to support. So that you know – the manager has taken on board positively the comments to ensure improvements are made.
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Review from L D (Daughter of Resident) published on 30 January 2023
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Overall Experience
1.0 out of 5
Reply from Lara Swan, Area Manager at The Heathers
The Heathers has informed me that you did not use any facilities at the Heathers, unfortunately, you did not speak to any of the team at home or management about your concerns and walked in at out of the home. The manager would have liked to of spoken to you but you left. Previous views are based on residents who have used the facilities and stayed at home, so can complete the feedback cards in each section based on their experience. But the manager has taken on board all the comments positively and will consider this and will incorporate this when thinking about the resident's experience. The home has been rated good by CQC; I believe you were reviewing an older report.
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Review from June H (Daughter of Resident) published on 30 January 2023
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Overall Experience
1.0 out of 5
Reply from Lara Swan, Area Manager at The Heathers
I am sorry to hear that you did not have a good experience when you came to the Heathers; the manager has expressed she would have been happy to resolve any issues you had at the time you were there. The manager has commented that the whole home has modern furniture packs, but we apologise that it was not to your liking. We have a range of bedding; some residents prefer more modern bedding and others like the traditional bedding suited to their taste. This could have been changed if raised at the time. The feedback about the staff there is unusual, as they have received many compliments about their care and support, but this will be feedback to the team to reflect on your comments, as they were not aware of this. The home has a protected meal-time policy (like the hospital) to promote nutrition, as stated in the welcome pack you were given, which was explained on arrival. Residents choose their meals and suppers, and the amount is tailored to the preference/nutrition of residents.
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Review from Rosemary G (Daughter of Resident) published on 29 November 2022
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Overall Experience
4.0 out of 5
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Review from Mary W (Respite Resident) published on 12 August 2022
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Overall Experience
4.0 out of 5
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Review from P M (Respite Resident) published on 12 August 2022
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Overall Experience
5.0 out of 5
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Review from G H (Resident) published on 25 February 2021
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Overall Experience
5.0 out of 5
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Review from M C (Resident) published on 15 February 2021
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Overall Experience
4.0 out of 5
Reply from Lara Swan, Area Manager at The Heathers
Many thanks for your comments; we are glad you enjoyed your stay.
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Review from R W (Resident) published on 12 February 2021
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Overall Experience
5.0 out of 5
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Review from P H (Resident) published on 26 May 2020
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Overall Experience
5.0 out of 5
Reply from Lara Swan, Area Manager at The Heathers
It's sad you were unable to enjoy the full range of activities but due to the current climate with COVID-19, people are unable to come in.
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Review from G S (Resident) published on 20 May 2020
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Overall Experience
4.0 out of 5
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Review from J B (Resident) published on 11 March 2020
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Overall Experience
5.0 out of 5
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Review from Julia R (Resident) published on 11 March 2020
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Overall Experience
3.0 out of 5
Reply from Lara Swan, Area Manager at The Heathers
Thank you for your review. I hope anything you felt could be improved was discussed with the managers.
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Review from J H (Resident) published on 6 March 2020
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Overall Experience
4.0 out of 5
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The Review Score of 9.1 (9.057) out of 10 for The Heathers is based on a) the Average Rating and b) the number of positive Reviews.
a) The Average Rating is 4.5 out of 5 from 6 Reviews in the last 24 months.
b) The score for the number of positive Reviews is 4.6 out of 5 from 6 positive Reviews in the last 24 months.
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 4.457 for The Heathers is calculated as follows: ( (33 Excellents x 5) + (36 Goods x 4) + (1 Satisfactorys x 3) ) ÷ 70 Ratings = 4.457
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 4.6 Points relating to the number of positive Reviews for The Heathers is based on 6 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 = 3.6
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 25 registered maximum number of service users is 5, which has been reached with 6 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.
Care Quality Commission is responsible for the registration and inspection of social care services in England.
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