Review from P C (Son of Resident) published on 7 October 2019
Submitted via Postal Card • Report

Overall Experience

I would like to say that the care my father received was superb, nothing was too much trouble. He was always treated wonderfully, I felt that they all got to know him as a person as well and not just another resident. He loved them all as well and enjoyed many jokes with them. When he passed how wonderful

they were to us the family, they really cared.
Excellent service keep it up.

Reply from Nathan Stone, Director at The Lilacs Residential Home

Good Morning. Thank you for taking the time to write and publish this fantastic review of your experience with our care team and care home at The Lilacs in Exeter. It's lovely to hear how well your dad was looked after and how much he enjoyed living at The Lilacs and interacting with the care team there. It's always really nice for our care teams to receive feedback such as this - they do work really hard and do all they can for the residents in their care. I have to agree, I always enjoy visiting The Lilacs - there is always a nice family atmosphere there. Kindest regards, The Director.

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Review from P M (Wife of Resident) published on 28 September 2018
Submitted via Postal Card • Report

Overall Experience

The staff are very nice people and very helpful. They work so hard doing different jobs, I am grateful to have them around. Although I do believe that there should be more staff on duty to help with the workload.

Reply from Nathan Stone, Director at The Lilacs Residential Home

Thank you for taking the time to leave this review of your experiences at The Lilacs Care Home in Exeter. I was there just yesterday and agree that it is a great place. We note what you say about staffing levels. Our Care Home Managers have full autonomy over staffing levels and the manager is currently happy that she has enough Care Team members required to provide the necessary standards of care to our residents. When it comes to increasing staffing levels there is always the consideration of costs - those costs can only be covered by way of the care fees being received. If residents / their families / social services feel that they would like us to put extra staff on we are always open to that discussion, though part of it would have to include a discussion about the necessary increase in case fees to cover the extra staffing costs - over and above that required to provide the standards of care to which we aim. Often we find that the fee payer is reluctant to pay the extra fee in order to fund the extra staffing numbers. I hope this explains the situation. To summarise, we are always happy to discuss extra staffing, (extra to that needed to deliver the required standard of care to our residents) so long as that staffing is supported / funded through increased fee levels. Kindest regards, Nathan.

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Review from Paul W (Son of Resident) published on 18 September 2018
Submitted via Postal Card • Report

Overall Experience

Mum has been here a few months now and has settled in very well. The staff are very caring and attentive.

Reply from Nathan Stone, Director. at The Lilacs Residential Home

Good afternoon Paul.
Thank you for taking the time to write and post this review of your experience with our The Lilacs Care Home on Old Tiverton Road in Exeter. We're all really pleased that your mum has settled in well at the home and thank you in particular for your kind words about our care team. Kindest regards, Director.

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Review from Sabrina B (Daughter of Resident) published on 30 January 2018
Submitted via Postal Card • Report

Overall Experience

The staff are very kind and caring to the residents. I was impressed in the way that the staff dealt was the recent outbreak of flu. Relatives were quickly informed of the circumstances, local GPs involved and the home isolated which I feel kept the spread of the virus to a minimum. The staff were firm

but fair in deal with the matter. Residents are treated as individuals and cared for with regard to their needs.

Reply from Nathan Stone, Director. at The Lilacs Residential Home

Hello Sabrina B - thank you for taking the time to write and publish this fantastic review of your experience with our Care Home and Care Team at The Lilacs in Exeter. Yes, we too were impressed with how Mary and her team handled the recent flu outbreak - they were very pro-active in getting the word out to local support professionals and to family members so that the virus could be contained and necessary care could be provided to our residents. We are very fortunate to have a really strong team of experienced and caring people at The Lilacs, and public recognition of their efforts (such as your here) are always highly valued.

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Review from Nigel M (Son of Resident) published on 30 January 2018
Submitted via Postal Card • Report

Overall Experience

Staff are friendly and caring and we are impressed that they have managed to improve Mum's personal hygiene. Mum seems very happy with the facilities.

Although I can appreciate that the house is being renovated and the overflowing skip at the entrance of the home does not give a good first impression.

Reply from Nathan Stone, Director at The Lilacs Residential Home

Hello Nigel and thank you for taking the time to write and post this review of our Care Team and Care Home at The Lilacs in Exeter. It's great that your mum has seen improvements in her personal care since her arrival at the home. It's also great for the care team to receive such public recognition as this. Yes, I agree, the skip doesn't look great - we have carried out extensive refurbishments to The Lilacs since we purchased it back in 2015 - currently a number of bathrooms and being fully gutted and updated - and the skip is a necessary evil at the moment. We are all looking forward to when the work is completed and the home will look great, inside and out. Kindest regards, Nathan.

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Review from A P (Son of Resident) published on 22 January 2018
Submitted via Postal Card • Report

Overall Experience

My mother arrived at The Lilacs direct from hospital as a frail and bedridden lady who was not eating or drinking. The Lilacs have turned this around. Whilst still not very mobile my mother is now eating, drinking and gaining weight. The staff are kind and considerate and they encourage people into

communal areas. All this has occurred since mid-November 2017. The staff are to be congratulated.

Reply from Nathan Stone, Director at The Lilacs Residential Home

Good morning AP and thank you for sharing this fantastic story with others by posting this review. It's always fantastic when we see such success stories - they happen a lot, but sadly not everybody will post a review to share them. It's great to see the hard work of our care teams recognised in this way - it's great for their morale- especially in an industry where bad press is the norm. The majority of care homes do an excellent job, because the majority of carers are wonderful and caring people. Many thanks again, Nathan.

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Review from Glynis P (Daughter of Resident) published on 26 June 2017
Submitted via Postal Card • Report

Overall Experience

My mother has stayed twice at The Lilacs Residential Home December 2016 and May 2017. She was made to feel very welcome and was very happy during her time there.
The staff were extremely helpful on both occasions and we would have no hesitation in requesting further respite stay for my mother in the

future.

Reply from Nathan Stone, Director at The Lilacs Residential Home

Good afternoon Glynis P. Thank you for taking the time to write and post this review of our care home and care team at The Lilacs in Exeter. It's great to hear that your mum has enjoyed both of her respite stays to date and it will be our priviledge to look after her again should she wish for another stay.

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Review from Janet B (Daughter of Resident) published on 21 June 2017
Submitted via Postal Card • Report

Overall Experience

My father has just moved into The Lilacs from his previous residential home in Torbay. He has been made welcome and is happy with his room and his care. He has only been there for 9 days so my review is brief.

Reply from Nathan Stone, Director at The Lilacs Residential Home

Good afternoon Janet B. Thank you for taking the time to write and post this review of your experience of our care home and care team at The Lilacs in Exeter. It's great to hear that your dad has been made welcome and is happy with his room and the care he is receiving. Kindest regards, Nathan.

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Review from Davina P (Daughter of Resident) published on 14 December 2016
Submitted via Website • Report

Overall Experience

We wish to commend the senior carer from the Lilacs Residential Home as an exemplary member of staff always willing to go the extra mile.
When we were selecting a home for our mother in 2015, she was the reason we opted for the Lilacs - she 'sold it' to us and was genuinely and consistently kind

and caring. More recently our mother has deteriorated in her health and whilst everyone in the Lilacs Residential Home appears to be kind and caring, it is this lady who has really given us the confidence that mum is being loved and cared for. She is very hands on, she has personally taken it upon herself to ensure that mums new diet is followed. When I have phoned to enquire after mum she has been very reassuring. She is a lovely person and we are very happy that she is involved with caring for our mother. We would also like to say that both the manager and deputy manager are always available, hands on and very caring but the senior carer certainly 'stood out' when we really needed someone to take special care of our lovely mum.

Reply from Nathan Stone, Director at The Lilacs Residential Home

It's really kind of you to publish this review. We appreciate that you are not able to name names but I'm sure the member of the team that is the focus of your praise will know who they are. It's always great for our care teams to get this sort of public recognition for the important and hard work jobs that they do. Of course, we're also delighted that you are so happy with the care that your mum is receiving at The Lilacs.

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Review from Elizabeth (Daughter of Resident) published on 9 August 2016
Submitted via Website • Report

Overall Experience

Mum has dementia and is settled and content having joined this homely, welcoming community 16 months ago. I visit every week and there's a calm but busy homely and friendly feel, in the way it's laid out and run, in the whole staff team and amongst the residents. All staff (little turnover so great

continuity of good care) develop and maintain good relationships, from laughing and chatting to offering a quiet word and touch. They let us know how Mum is and anything we need to be aware of, and we can always ask too. Mum loves the garden and the living spaces that enable her to soak up the normality of the day to day homely routines, or sit quietly and have a cup of tea with visitors or go and watch a TV programme or listen to music she enjoys. Little activities eg quiz, hangman, making Christmas paper chains... are offered and in the inevitable quiet times there's usually someone to chat to or something to catch your attention and quietly observe in the day to day life of The Lilacs.

Reply from Nathan Stone, Director at The Lilacs Residential Home

Hello Elizabeth. Many thanks for taking the time to write and post this review. We are all really pleased to hear that you and your mum are so happy with the care being provided by our Care Team at The Lilacs. The Lilacs became part of the Stonehaven Care Group Care Homes back in November 2015, we identified The Lilacs as being a home that we would like to be a part of our group for all of the reasons that you have also mentioned. We've invested heavily in the fabric of the building and a lot of the 'behind the scenes' operations and this has all gone ahead with the minimum of fuss and disruption thanks to the positive and helpful attitude of Hazel and the rest of the care team.

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Review from R W (Daughter of Resident) published on 10 March 2016
Submitted via Postal Card • Report

Overall Experience

Mum moved into the The Lilacs nearly 1 year ago. After the inevitable initial anxieties about where she was and why, she has settled well into the friendly homely setting, that is The Lilacs. We were able to decorate mum's room and bring some personal things with her which helped it to feel familiar

and safe thus helping her to settle. I am made to feel welcome by the staff whenever i visit which is often at varying times of the day. Other residents are happy to chat too and everyone enjoys my dog's visits too. Since the new owners have taken over the quality of care and cleaning has remained the same but the environment is being updated. I just hope it keeps the homely feel doesn't feel too hotel like. Thanks for looking after her.

Reply from Nathan Stone, Director at The Lilacs Residential Home

Good afternoon R W. Many thanks for taking the time to write and post this review of your experience at The Lilacs. We're all delighted that you find The Lilacs to be homely and welcoming. Yes, we have undertaken a thorough redecorating project, all walls to be painted, all new carpets, better lighting, upgraded furniture etc. So far all of the feedback has been very positive as it was all in need of a refresh. That said, we hear what you say, we too wish to retain the homely atmosphere, which we believe we will do with our carefully designed and selected interior decorations. The environment will also be safer (better lit, reduces the risk of falls) and easier for elderly people (reduced eyesight) to navigate. It is our pleasure and privilege to look after your mum. Kindest regards, Nathan.

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Review from Barbara E (Wife of Resident) published on 10 March 2016
Submitted via Postal Card • Report

Overall Experience

My husband was in The Lilacs from March 2015 until December 2015 when he was admitted to hospital. I cannot praise too highly the care and love that all the staff gave not only to my husband but to all my family, in fact each time we visited we felt we were part of one big caring 'family'. Our one regret

that while in hospital my husband deteriorated rapidly and it was decided he now needed full nursing care. He is now in a wheelchair and has to be hoisted from chair to bed etc. We had hoped he'd have ended his days at The Lilacs with its caring staff from management, carers, kitchen staff and cleaners there none better!

Reply from Nathan Stone, Director at The Lilacs Residential Home

Good afternoon Barbara E. Many thanks for taking the time to write and post this wonderful review of your families experience with The Lilacs and our Care Team who work there. It's always great for our care teams to see their hard work recognised in this way. We wish you and your husband all the very best. Kindest regards, Nathan.

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The Lilacs Residential Home

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