Review from Beryl S (Wife of Resident) published on 30 June 2022
Submitted via Postal Card • Report

Overall Experience

The staff are all very good and hard working to make all residents and family feel looked after, a very good care home.

Reply from Paul Millar, Marketing Manager at Highfield Care Centre

Dear Beryl. Many thanks for taking the time to review our home. It is our pleasure to care for your husband and I will ensure that your kind comments are passed on to the manager and the team at Highfield Lodge.

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Review from Louise E (Daughter of Resident) published on 29 June 2022
Submitted via Postal Card • Report

Overall Experience

Since the day my mum went into your care. I have nothing but praise, gratitude and thankfulness and look after my mum. Also for the thought and understanding, you have shown myself and family when visiting or speaking with you on the phone. I could not wish for my mum to be in a better home, you show

total care and love for her and I thank you from the bottom of my heart.

Reply from Paul Millar, Marketing Manager at Highfield Care Centre

Dear Louise, many thanks for taking the time to review our home. It is our pleasure to care for your Mum and are delighted at your response to the quality of care delivered. Your kind words are appreciated and I will of course pass them on to Joanne and the colleagues at Highfield.

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Review from Carol W (Daughter of Resident) published on 13 September 2021
Submitted via Website • Report

Overall Experience

My father was in Highfield for four months. He went in initially for respite with a view of permanent residency there. Unfortunately, things didn't go well. My father has dementia and the staff were unable to meet his needs. My dad tried to get out as he was unhappy, the staff didn't know how to manage

these situations and he was put on a sedative. There were two safeguarding incidents where my dad got injured. The second one he was pushed over by another resident and he ended up with a broken arm. I was told about the incident at the time. A few days later I was told he had fallen and not been pushed. After further investigation, I was told he had been pushed. When I visited on more than one occasion he had his pyjama shirt on under his shirt and no socks on, sometimes he had other people's clothes on. He is now in a home where his needs are met, he is happy and he has been taken off the sedative. I feel happy that my father is now being given the care he needs.

Reply from Paul Millar, Marketing Manager at Highfield Care Centre

Please accept our apologies for your negative experience at Highfield Care Centre. We welcome all feedback as an opportunity to continually review and improve our services.
At Burlington, we strive to provide the highest quality care to all residents and the health and wellbeing of everyone we support is always our number one priority.
The issues you raised are very concerning and we, of course, take them very seriously.
We are pleased to hear that your father is happy within his new setting.

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Review from Jayne W (Daughter of Resident) published on 6 September 2021
Submitted via Website • Report

Overall Experience

Firstly I would like to say a massive thank you to the manager, administrator and carer for their help and support over this month. Without them, things would be totally different. When photos were not taken on Mum's birthday I contacted the manager and the first thing she did was apologise (that meant

a lot). Not only did she look into it she arranged for a tea party for Mum where photographs were taken and sent to me. I have faith in the manager knowing that I can come to her with any issues and she will seek to resolve them, that gives me great reassurance that Mum will be looked after and cared for in the best way possible.
The administrator has been an amazing help with a family matter and arranging visits for us to see Mum - thank you to the administrator I really appreciate all you do. The carer got the brunt of my tears and was there to help and advise.
The carers I speak to are polite, friendly and willing to help. It is good to know people care about Mum. Thank you, stay safe.

Reply from Joanne Kilsby, Home Manager at Highfield Care Centre

Thank you for the amazing feedback, it is a real pleasure to support you and mum. It is an absolute pleasure to get this positive feedback and I will ensure to share it with my care team.

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Review from Anthony R (Resident) assisted by family/friend published on 26 June 2021
Submitted via Postal Card • Report

Overall Experience

Good atmosphere, welcoming, nice and caring staff. The staff are good.

Reply from Emma White, Home Manager at Highfield Care Centre

Thanks for the review we really do appreciate it from all the team at Highfield thank you.
Emma

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Review from Susan C (Daughter of Resident) published on 7 June 2021
Submitted via Website • Report

Overall Experience

I would just like to say a big thank you to all your caring staff and a special thank you to the carer who cared for my dad in his last days. As a caring home, I can only give a score of 10/10 as the way they looked after Dad was excellent. I would recommend it to anyone.

Reply from Emma White, Home Manager at Highfield Care Centre

Thank you so much for your kind words and taking the time to leave us such a lovely review we really appreciate it and I will share it with the care team.
Thanks
Emma

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Review from Tracy J (Daughter of Resident) published on 5 June 2021
Submitted via Website • Report

Overall Experience

My mum lived here for four and a half years and was so happy and well looked after. The staff knew what she enjoyed and what she didn't, always making sure she was comfortable, usually with a cup of tea, a selection of biscuits and sitting by a window so she could watch the birds! She was always clean

and well dressed and her room was always very clean and tidy with all her ornaments and pictures displayed. All the staff were always very welcoming and friendly towards myself and my husband when we visited and we became friends with many of the regular staff we met. Unfortunately, my mum died recently after a short illness in hospital and the staff couldn't have been more helpful and caring towards our family at this difficult time. We will really miss the staff and the residents.

Reply from Emma White, Home Manager at Highfield Care Centre

Thank you so much Tracy for your continued support and lovely comments about our care staff, it was a pleasure meet such a lovely family.
Thanks,
Emma

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Review from Patricia R (Daughter of Resident) published on 3 June 2021
Submitted via Website • Report

Overall Experience

Highfield Care Centre have an excellent team of carers supplemented by District Nurses from the local neighbourhood team if needed. The carers are extremely caring in their attitude and diligent if there is an issue. I cannot speak more highly of their thoughtful and kind nature when looking after our

late mother who was there for a year. They were very responsive to her needs as she sadly deteriorated in her mobility and cognitively and was nursed in bed. Everyone was always so welcoming and friendly to our family when we came to visit and there was always a positive feeling in the home when you entered despite all the difficulties with Covid. They truly are a lovely team and we were so pleased that our mum was at Highfield as the carers always looked after her so well and they were also very professional in their attitude.
We wish Highfield all the best!

Reply from Emma White, Home Manager at Highfield Care Centre

We thank you so much for your warm and welcoming approach and positive feedback we really appreciate it and our care team really do appreciate it after what has been a very difficult year for all.
Thanks so much from all the team here at Highfield it was a pleasure to care for your mum and meet such a lovely caring family.

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Review from K W (Daughter-in-law of Resident) published on 4 May 2021
Submitted via Website • Report

Overall Experience

Mum had to move in during lockdown and it has been hard not being able to go in and make her room the way she would like it. We were concerned she would be very unsettled but she has settled well. All the staff we have dealt with have been friendly and welcoming. Mum is being well cared for.

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Review from Joan E (Sister of Resident) published on 23 April 2021
Submitted via Website • Report

Overall Experience

My sister, aged 64, was admitted to Highfield in May 2020 and we sort of knew that this would probably be a permanent placement. My sister has early-onset dementia FTD. She had been in Highfield for respite care on two occasions prior to this and we had been very satisfied with the quality of care she

received. She has needed quite intense input from the care staff as she is almost totally unable to do anything for herself or make any decisions for herself. She is very mobile and this has led to her having quite a few falls and a couple of injuries. Staff have always informed me of any incidents regarding my sister however small and have always acted appropriately regarding calling the paramedics or not. It has been very difficult not being able to visit my sister since last August when there was an upsurge in the incidence of Covid. Unfortunately, Highfield never created a pod for visitors to go and see their loved ones. Although this would not have been missed by my sister I am sure.

Reply from Emma White, Home Manager at Highfield Care Centre

Thanks so much for your review it is very much appreciated and I will pass your thoughts onto our care team it was lovely getting to know your sister and the family.

From all the team at Highfield take care and we wish your sister all the best.

Emma

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Review from Jo M (Granddaughter of Resident) published on 22 March 2021
Submitted via Website • Report

Overall Experience

I would not, definitely not, recommend this care home.
The Management/Senior Staff are full of false promises of regular updates on your loved ones when it is so difficult not being able to visit them and your loved ones not fully understanding. The staff were walking around and attending without PPE,

the place/corridors and floors very dirty. On more than one occasion when we were allowed to visit our loved one was sat in the lounge and had been there for hours and was soaking wet - she hadn't been asked or reminded to go to the toilet.
To go to the home to see your loved one through their window and to hear them shouting for help and you realising their room door is closed is so heartbreaking.
On the advice of a District Nurse who was very unhappy with the care and the staff going against their recommendations we moved or loved one out of Highfields to a Hospice on the same day where she got the excellent care and attention in a safe environment - exactly what she deserved.

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Review from Carol H (Daughter of Resident) published on 17 March 2021
Submitted via Website • Report

Overall Experience

As a family, we are so lucky to have found Highfield. With great reluctance as a family mum came to Highfield. We couldn't meet her needs at home anymore. It was such a hard decision but I am so glad we did. The staff are of the highest standard. I know mum is cared for and I trust the staff completely.

These last 12 months have been so hard but I know everyone has put mum first. But not just that. The staff are there for me. I can't thank them enough. A conversation with any of the staff settles my worries, concerns whatever. Thank you seems so inadequate. But thank you.

Reply from Emma White, Home Manager at Highfield Care Centre

Good Morning Carol

It's our absolute pleasure and we will continue to deliver the best standard of care to our residents and also to support their families. I will share your feed back onto our care team as its really nice for their hard work and support to be recognised.
Take care
Thanks on behalf of myself and all my team here at Highfield care centre
Emma

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Review from Lynn F (Daughter of Resident) published on 25 February 2021
Submitted via Website • Report

Overall Experience

We managed to find mum a placement at Highfield Care Centre in mid-December 2020 because although she was medically fit to leave hospital, she wasn't well enough to go home. Mum has Alzheimer's and we believe the move to the care home has made a difference to her quality of life as the home can offer

homely surroundings with one to one care in a safe environment.
Mum has taken a while to settle in but the staff have persevered and tried very hard to help mum feel safe and welcome. They have encouraged mum to eat and drink more regularly and join in sitting with other residents in the dining room/lounge. Mum is free to wander around from her room to the lounge and other communal areas which is important for someone with dementia.
We haven't been able to visit mum in the home yet due to Covid but family have always been able to speak to staff for an update and we've seen mum on facetime using her iPad with help from staff who are always willing to help which is reassuring.

Reply from Emma White, Home Manager at Highfield Care Centre

Thanks so much for your positive feedback and we look forward to being able to meet in person as soon as we are able to do so given the current situation. It is very much appreciated and I will share your review with the care team and I'm pleased to hear your experience so far has been good and we will continue to deliver a great stand of care.

Thanks so much and we look forward to welcoming you into our home soon.

Thanks

Emma

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Review from David L (Son of Resident) published on 16 February 2021
Submitted via Website • Report

Overall Experience

After a difficult stay in another place in November/December 2020, during which my mum was distraught and fearful, she was moved to Highfield in the week before Christmas. During her stay at Highfield Mum became very calm, made friends with residents and staff, regaining her trust as well as her sense

of humour.
Mum also enjoyed the food as well as her room and praised the friendliness and the care she received from the staff. For the first time in years, I was relieved that she was happy and in good hands.
The staff I spoke to when I rang my Mum from my home in Amsterdam, were very helpful and calm.
My review is based on what I heard, the way that the staff gave support to my Mum and responded to my queries.
Owing to the Covid-19 restrictions I was unable to visit the UK or the care home during Mum's stay. But one day, I still hope to visit the staff in person.

Reply from Emma White, Home Manager at Highfield Care Centre

Good Morning,
Thank you so much for your positive review we very much appreciate it, reviews like this really do make the staff feel appreciated for all the hard work they do. It was a pleasure to have cared for your mum and to get to know her throughout her stay with us at Highfield, and we wish her all the best and you know we would welcome her back at any time it would be a pleasure.

We would also welcome you to our home to see our care team once the restrictions are lifted.
Take care and stay safe

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Review from Ian M (Son of Resident) published on 15 February 2021
Submitted via Website • Report

Overall Experience

My dad has been in Highfield Care Centre for the last couple of years. In my opinion it is a very well run home with some very caring staff who are always happy to help out with anything they can for the patients and family members. From my experience at the home my dad is always looked after to high

standards and fed well. In these Covid times I’ve only been able to see him a few times when lockdown was relaxed but to be fair the staff and management have kept me informed of his wellbeing and whenever I’ve rung they have put me straight through to the carers that are looking after him for an informal chat, which always relieves my worries of him being in good health.
All I can say is well done and keep up the good work.

Reply from Emma White, Home Manager at Highfield Care Centre

Thank you so much for your review and such lovely kind works we really appreciate the recognition to have shown towards the care your dad receives and will continue to receive during his time here at Highfield Care Centre.
I will share the feed back with all the care team and we look forward to welcoming you back to your regular visits you had with your dad.
In the mean time stay safe and take care.
Thanks again from management and care team

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Review from Sonia H (Daughter of Resident) published on 9 November 2020
Submitted via Website • Report

Overall Experience

My Dad was admitted into Highfields on 24th July 2020. Originally, he was going to go into a rehabilitation hub after a short term in hospital, but his needs were too high. Social Services found my Dad Highfields, which was minutes from his home meaning convenience for us family members. All the staff

were out of this world and went above and beyond every step of the way to ensure he was comfortable whilst very ill. Sadly, he passed on 20th October, so was only there for a short time. But his time ended a happy one with the staff caring for him so well and becoming part of his daily life. I would just like to say a big thank you to all the staff that cared for my Dad during this period, you made me feel content with the situation at truly a difficult time. Thank you.

Reply from Emma White, Home Manager at Highfield Care Centre

Thanks so much for taking the time to leave us this review we really appreciate it given the difficult times. All the staff really appreciated their gifts which were such a lovely gesture. Thanks from all the team at Highfield and we would just like to say to all your family take care and stay safe, and you more than welcome to call in and have a chat with us when we are able to. Thanks.

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Review from Helen C (Daughter of Resident) published on 12 October 2020
Submitted via Website • Report

Overall Experience

My Dad was admitted into Highfields on September 8th 2020 for rehab after being in the hospital for a while, the same time they had gone into lockdown. Even thou I have not been able to visit my Dad or the care home, I have had wonderful feedback from The manager and her staff about how my Dad is doing.

All the staff sound so lovely and motherly. Also, when I ring up to speak to my Dad, they go straight away to find him with the phone.
I could not have wished for a better place for my Dad as it was social services who found him Highfields. Also, he is now going to be a permanent resident there as just can't cope at home by himself.
I can not wait to meet all the staff in person.
Thanks to the manager for what you have done and all the questions you have answered for us at this hard time.
Best wishes, and all the best.

Reply from Kevin Robinson-Husband, Regional Manager at Highfield Care Centre

Thank you so much for this review, I am so happy that you are happy with the care and support your Father is receiving. I will discuss this with the manager and the team thank you and take care.

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Review from A R (Daughter-in-law of Resident) published on 24 August 2020
Submitted via Postal Card • Report

Overall Experience

The care home is very well maintained, the residents are well looked after and taken care of, the carers take care of the residents like they were their own family which is nice to see. Everyone is on first-name terms which is nice, no-one is better than anyone else, everyone is on the same level. There

are activities most days for them to join in with, or their rooms if they want to relax and watch their own T.V's.

Reply from Emma White, Home Manager at Highfield Care Centre

Thanks Ann for taking the time to write a review, it's very much appreciated, thanks, Emma.

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Review from Paul L (Son of Resident) published on 8 July 2020
Submitted via Website • Report

Overall Experience

My Dad is coming up to his fifth year at the home, and his smiles and laughter have never left him since the day he came to stay.
Because of the homely feel, the feeling of family and belonging, and caring staff, Highfield made it feel like home straight away and continues to do so.
The home is looking

lovely since the refresh, with Dad's room always tidy, clean, well presented and decorated thoughtfully.
Dad always smiles and laughs with all the staff, which really puts us at ease, as it shows the bond, and the trust is there between them, and us.
From all the staff we have seen and spoke to over the years he has been here, everyone has always been friendly, polite, caring, and professional.
I have always been kept informed of any checkup's, appointments, and any treatment if needed, and are always happy to help and give us updates, nothing is too much trouble.
Thank you so much for caring and looking after my Dad, you are doing an amazing job, even more so at this time.

Reply from Emma White, Home Manager at Highfield Care Centre

Thank you so much for taking your time to leave a review we very much appreciate your appreciation and continuous support.
Thanks

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Review from Janet S (Daughter of Resident) published on 6 July 2020
Submitted via Website • Report

Overall Experience

I transferred my mum here during COVID-19 peak as her previous home isolated her without any form of stimulus whatsoever along with multiple COVID deaths there. I was not able to inspect prior to transfer and so took a gamble. It is not luxurious and if I’m honest I felt I had made a mistake from day

1. The CQC overall is rated ‘Good’. Over time I feel the staff have mutually gotten to know me and mum and vice versa. I am still unsure this is the right place for her. The family have said not to disrupt her again due to her dementia but I want her to feel happy as well as me. Without boring every reader my problem is the aesthetics of the place. My mum’s room/wing is north-facing which means they never see sunlight which is grim in my opinion. Natural light is uplifting.
Cigarette butts from staff on their breaks outside the doorway, unkempt gardens to name a few. Unable to FaceTime in 2020 with a home device rather than using staff’s own.

Reply from Emma White, Home Manager at Highfield Care Centre

Thanks for taking the time to leave a review. We appreciate your honesty and we continue to monitor and resolve any issues we will look into the issues you raised. Thanks, Emma.

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