Review from B E (Resident) published on 1 March 2021
Submitted via Postal Card • Report

Overall Experience

I have been a resident at Queenswood for five months and find the care and friendship to be excellent. I recommend this home to be first-class, in every way. The staff are caring, friendly in every way, from the lowest, cleaning workers to the very patient carers. The object from all is to make our

stay here as if we belong; it's a very happy home life. I would be at a loss to find anything amiss at all. The cleanliness, care, meals and activities are excellent. I recommend this home to everyone, everywhere is a perfect home from home.

Reply from Samukaliso Marozo, Home Manager at Queenswood

Thank you for your lovely review. We are delighted that you feel your new home is first-class and that you would recommend Queenswood to everyone, everywhere. I will certainly share your feedback with the team as I know they will be thrilled.

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Review from O R (Grandson of Resident) published on 22 February 2021
Submitted via Website • Report

Overall Experience

I would not recommend this care home, comes down to duty of care. Failed on a lot of items, very sad to think residents on twilight years and paying large sums of money for care experience such a poor service. I feel they should review the level of residents being admitted for residency as clearly,

they do not have enough experienced staff with the expertise and time to accommodate them to an acceptable standard. Night care dreadful, four hours checks on paper, expected to take showers between 5.30am and 7am. I am young and this would not be acceptable to me, never mind an infirm 90 years plus resident!
Management poor, so many mistakes have been made over such a short period of time.
If you go down this route, my advice is to check weekly care plans, ensure everything is up to date and accurate.

Reply from Debbie Phillips, Area Manager at Queenswood

We appreciate that finding the right care home for a loved one can be quite difficult and we believe in working together to meet families expectations helps us to reach the best outcome for our residents.

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Review from A R (Daughter of Resident) published on 5 February 2021
Submitted via Website • Report

Overall Experience

Sadly the worst decision as a family we made moving our mother to Queenswood. Take the time to carefully look at options, ask questions and always check your family members care plan regularly to ensure everything is in place. Activities are poor, not ideal when your loved ones spend so much time isolated.

No minibus which most care providers do have for regular trips when we are out of this period of Covid. Showers not freely accessible, designated two days a week subject to staff availability. This is mainly done by night carers who like to wake you at 5.45am - 6am to facilitate this. This is supposed to be a rest home, who wants to be having a shower at this unearthly time of day!

Reply from Debbie Phillips, Area Manager at Queenswood

We do understand that moving a loved one into a care home can be a very difficult decision. We encourage everyone to visit a care home and ask questions, prior to admission, in order to ensure the environment is the best place for their loved ones and that their preferences can be met.

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Review from Sue L (Daughter of Resident) published on 20 July 2020
Submitted via Website • Report

Overall Experience

My Mum was cared for with the utmost kindness, patience and respect. The staff were always cheerful, kind, patient and professional. We never regretted our decision to move mum to Queenswood. Mum became very settled there and made friends even though she was shy and nervous about going.

Reply from Samukaliso Marozo, Home Manager at Queenswood

Thank you very much for your positive review. It was a joy to look after your mum during her stay at Queenswood and she will be missed by all of us. Your kind comments will be shared with our team.

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Review from E B (Resident) published on 20 May 2020
Submitted via Postal Card • Report

Overall Experience

The staff has been wonderful at all times and during the crisis.

Reply from Samukaliso Marozo, Home Manager at Queenswood

Thank you very much for your kind words, your comments will be shared with the staff team.

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Review from A F (Resident) published on 20 May 2020
Submitted via Postal Card • Report

Overall Experience

All staff have been exemplary during a very difficult time and having to deal with some difficult people.

Reply from Samukaliso Marozo, Home Manager at Queenswood

Thank you for your review. We pride ourselves in delivering person-centred care. Your comments will be shared among the staff team.

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Review from C J (Son of Resident) published on 2 March 2020
Submitted via Postal Card • Report

Overall Experience

This home provides not only excellent care but staff with a genuine interest in the residents. Peace of mind is given to relatives who can be assured that all in their power that can be done for loved ones will be.

Reply from Samukaliso Marozo, Home Manager at Queenswood

Thank you for taking the time to review Queenswood. It is so nice to receive such positive feedback on our home and the staff that work here. Your feedback will be shared with all the staff.

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Review from R H (Brother of Resident) published on 12 November 2019
Submitted via Postal Card • Report

Overall Experience

I am an 80-year-old pensioner (retired at 54), volunteer Red Cross worker for 10 years as a minibus driver and wheelchair provider service.
Visited many care homes in the course of my duties.
Consider this to be the best I have ever seen.

Reply from Samukaliso Marozo, Home Manager at Queenswood

Thank you very much for a positive feedback which will be shared with the team.

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Review from S E (Daughter of Resident) published on 14 October 2019
Submitted via Postal Card • Report

Overall Experience

Having had a very distressing experience with my father in a nearby home, I was truly overwhelmed by the care, kindness, dignity and respect that my mother received. We did not realise she would end her days here but what a glorious, spirit-filled place to die.
God gave us this home and my sister and

I have nothing but praise and admiration for all the staff involved in my mother's final 3 months of life. A shining example of how care can be. Thank you and well done.

Reply from Samukaliso Marozo, Home Manager at Queenswood

Thank you for a lovely review; it was a pleasure and honour for us to look after your mum. Your comment will be shared amongst the team.

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Review from Derek C (Son of Resident) published on 14 October 2019
Submitted via Website • Report

Overall Experience

My mother has been a resident at the home for the last nine years and I only have good things to say about the home. The staff have been fantastic to my mother, they are so friendly and helpful. Right to the end they were there for her. I highly recommend Queenswood.

Reply from Samukaliso Marozo, Home Manager at Queenswood

Thank you very much for your review and kind comments which will be shared with the team. It was a pleasure to look after your mum at Queenswood.

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Review from J B (Resident) published on 27 September 2019
Submitted via Postal Card • Report

Overall Experience

I came to Queenswood on July 29th and immediately received a kind welcome from staff, carers and other residents.
The food is good and well served, in the pleasant dining room.
I have settled happily in my room and with additional personal pieces I bought I feel it is 'my home'. There is a happy family

atmosphere, all needs are met, physical and spiritual if you wish to participate. Activities and outings are arranged and a weekly Bible study and chapel services planned by the chaplain.
I would have no hesitation in recommending MHA.

Reply from Samukaliso Marozo, Home Manager at Queenswood

Thank you for your kind comments. I am delighted that you find the home very pleasant and that you have settled in well. I will share your lovely comments with the staff team.

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Review from B S (Resident) assisted by family/friend published on 29 July 2019
Submitted via Postal Card • Report

Overall Experience

I was impressed by the kindness and cheerfulness of the staff, they always had time for me and nothing was too much trouble, just needed to ask.
The other residents seemed happy. On arrival, some staff spoke to my daughter, not to me, about my needs etc. The shower room didn't have grabrails or non-slip

floor but the staff made sure I didn't fall over.
The food was good but more variety would be appreciated.
Ask the residents for suggestions!

Reply from Samukaliso Marozo, Home Manager at Queenswood

Thank you for taking time to complete a review. All of your comments are appreciated and taken on board. I am glad to hear that you were impressed by the staff. We are currently looking into the shower room to get extra grab rails fitted and shower tray removed and flooring to be level. The menu has been chosen by residents and is changed every quarter, however, there is an option to choose alternatives from the kitchen on a daily basis.

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Review from K S (Respite Resident) published on 3 July 2019
Submitted via Postal Card • Report

Overall Experience

This is my only experience of staying in a respite care home. I consider myself more active than most as an 85-year-old, so am not your average client.
The main reason for using this service was to ensure that I was well cared for and to enable my daughter to enjoy a well deserved 3 week holiday abroad

with a friend.
However, having viewed and compared with others and obtained personal recommendations, Queenswood was the front runner and truly deserved. Many thanks to all the staff and God bless them all. P.S the grounds and gardens are wonderfully kept and a joy to sit and admire.

Reply from Samukaliso Marozo, Home Manager at Queenswood

Thank you for your lovely comments; it is our pride and joy at Queenswood to ensure that all residents are well looked after. We are very glad that Queenswood did not let you down and hoping to see you again.

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Review from D B (Resident) published on 3 June 2019
Submitted via Postal Card • Report

Overall Experience

Very good. Highly recommended.

Reply from Samukaliso Marozo, Home Manager at Queenswood

Thank you for giving an excellent rating in every area. Your comment is highly appreciated and goes far in raising staff morale.

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Review from Jean B (Resident) published on 15 April 2019
Submitted via Postal Card • Report

Overall Experience

I find the staff at all times pleasant and helpful, including the night people, cleaning and laundry staff, who seem to be hard at work at all times, but still have time for a smile and a chat. The kitchen staff listen to my suggestions about my veggie diet and give me a pretty good selection.

Reply from Samukaliso Marozo, Home Manager at Queenswood

Thank you for your lovely review. It is our pride and joy at Queenswood to ensure that we cater for all dietary needs. I am also pleased to hear that staff always have time for a smile and a chat. I will share your comments with them.

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Review from David M (Son of Resident) published on 21 June 2018
Submitted via Website • Report

Overall Experience

I was delighted when Mum moved into Queenswood in April 2016. I had good reports of the home and found the staff to be very caring. Mum's room overlooked the lovely gardens. Mum was encouraged to join in activities and I enjoyed meeting the other residents. The dining experience was probably the only

negative. However, following a change of management, I became increasingly concerned with the way the home was run. Staff turnover, which had been minimal, suddenly started to increase and when concerns were raised with the management they were ignored and staff continued to leave. Agency staff were regularly used to provide the care within the home. Further concerns were raised by other relatives and we were assured the situation was being addressed. In December 2017 I moved my Mum to a different home and none of the management came to say "Goodbye" or wish her well. It has now been made very clear that I am no longer welcome to visit the residents I have known for over 18 months in the home.

Reply from Shirley Reece Johnson, Home Manager at Queenswood

Thank you for taking the time to acknowledge Queenswood Care Home and its surrounding gardens; this has also been appreciated by the Garden Trail that was held at the home in June and was very successful with almost 250 people visiting. This is just one of the activities that we provide for our residents and local community.
There were areas in the home that were known to require improvement, as identified by us and our regulators, and as such a new management team were appointed to bring about the improvements needed. Not everyone embraces change in the same way and as a result, some staff decided to move on to pastures new which meant for a short time, suitably qualified and approved agency staff were used at the home thus providing consistent staffing levels and maintaining the safety of our residents.
We fully appreciate we have a lot of family and friends of our residents that visit the home on a regular basis, and it is nice that we can accommodate them joining in at Queenswood wherever possible. It is of great benefit to our residents that family members often make friends with other residents when visiting their own relatives and we welcome this at every opportunity. We also acknowledge that when residents move on from Queenswood, we must take into account our remaining residents' wishes in respect of whether or not they wish to continue being visited by other relatives. In every case, we will always seek their consent before allowing access to Queenswood.

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Review from B B (Resident) published on 14 March 2018
Submitted via Postal Card • Report

Overall Experience

The home is very good. The staff are very helpful. If you don't like the meals provided they will find something you like.

Reply from Shirley Reece Johnson, Home Manager at Queenswood

It is important that we give our residents choices, and good to see that you have highlighted this in your review regarding the food at Queenswood.

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Review from I W (Son-in-law of Resident) published on 14 March 2018
Submitted via Postal Card • Report

Overall Experience

Following a 5 week shut down due to norovirus we eventually saw the in-law mid-month. Residents obviously a bit down as they had no visitors. The staff were doing their best. They had a very late Xmas/New year party, which perked up the residents.

Reply from Shirley Reece Johnson, Home Manager at Queenswood

The closure of Queenswood came at a very bad time (over the Christmas and New Year Holidays) but we were pleased to celebrate this later than usual to bring in the new year. This was very successful and everyone enjoyed the event.

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Review from Mrs M (Resident) published on 14 March 2018
Submitted via Postal Card • Report

Overall Experience

Comfortable. Well looked after and the carers are good. Not as many activities as there used to be. More encouragement to walk with aids to maintain independence.
Better communication with family members on issues such as mobility/continence.

Reply from Shirley Reece Johnson, Home Manager at Queenswood

Thank you for your review especially around the activities at Queenswood. I am pleased to announce that we have now appointed another Activities Coordinator to work alongside our other Activities Coordinator as well as the volunteers at the Home.

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Review from Michael J (Friend of Resident) published on 13 November 2017
Submitted via Website • Report

Overall Experience

Having found Queenswood, our first impressions walking through the door was YES!!! This is the place we wanted our friend to be.
It just felt like home. From the first moment after viewing the rooms available, with the most helpful of staff, big thanks to the senior member, the decision was made, yes.
Everything

was explained throughout very well, obviously, they had to assess him and likewise for himself. We were asked to join him for his first lunch there and meet his dining companions, which I thought was an easing in process all around and went very well.
He became permanent two weeks later, which in himself there was an improvement. The staff are so caring, thoughtful and nothing is too much trouble anytime night or day. With the support of the staff, his quality of life greatly improved. His mobility went from using a wheelchair to self confidently walking with a three wheeled walker, his cheeky grin had returned...
They could not do anymore if they tried.

Reply from Shirley Reece Johnson, Home Manager at Queenswood

It was a pleasure that we had the opportunity to look after your friend and we are so pleased that we helped him have a quality of life. He participated in many of the activities and seemed really happy and settled even though he was unsure at first. I will pass on your comments to the team.

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Queenswood

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