Review from Dianne W (Relative of Resident) published on 27 June 2024
Submitted via Postal Card • Report

Overall Experience

My relative is really happy here. The staff are wonderful and caring and I am happy to leave her in their care.

Reply from Eduard Lavelle, manager at Victoria House Care Home

Thank you very much for your kind words which I will pass on to the team as it will make them proud.

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Review from A W (Wife of Resident) published on 21 June 2024
Submitted via Postal Card • Report

Overall Experience

Was recommended by a friend whose mum was a resident, so glad she did. The staff do a sterling job, don't know how they do it and still keep smiling. I like that they do things to keep the residents motivated and happy. Keep up the good work.

Reply from Eduard Lavelle, Manager at Victoria House Care Home

Thank you for your kind comments - which I will share with the team. It will make their day - as they are very passionate about the care they deliver.

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Review from A B (Daughter of Resident) published on 21 June 2024
Submitted via Postal Card • Report

Overall Experience

Dad has settled in, he likes his room which is always clean and tidy. The staff are pleasant but some interact with the residents more than others. Photos of activities are on social media but not everyone has access to them, maybe display some in the lounges? Staff don't wear name badges, residents

struggle to remember names. Overall we are happy with Dad's care. Health issues are dealt with quickly and efficiently.

Reply from Eduard Lavelle, Manager at Victoria House Care Home

Thank you for your feedback. We really do appreciate all feedback and have taken your comments on board. We will review our name badges and ensure that all our staff are always wearing them and we will speak to our Activities Co-ordinator to ensure activities are displayed within the home. Thanks for the valuable feedback - which we will implement to improve our service for all.

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Review from Linda G (Daughter of Resident) published on 20 June 2024
Submitted via Postal Card • Report

Overall Experience

All the staff are so caring and thank you all so much for your incredible work and care. Thanks for all you do each day, very much appreciated.

Reply from Eduard Lavelle, Manager at Victoria House Care Home

Thank you for your kind words - which i will pass onto the team. It really does mean a lot.

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Review from M G (Son-in-law of Resident) published on 20 June 2024
Submitted via Postal Card • Report

Overall Experience

All the staff are very caring. Worth their weight in gold.

Reply from Eduard Lavelle, Manager at Victoria House Care Home

Thank you for your kind words - it means a lot to everyone here.

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Review from E J (Son-in-law of Resident) published on 19 June 2024
Submitted via Postal Card • Report

Overall Experience

Lovely care home. My mother-in-law is very well looked after. Her room is lovely and clean and the staff are very caring and approachable.

Reply from Eduard Lavelle, Manager at Victoria House Care Home

Thank you for your kind comments - which staff will be pleased to read.

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Review from Y J (Daughter of Resident) published on 19 June 2024
Submitted via Postal Card • Report

Overall Experience

I cannot thank Victoria House Care Home enough for the care she has had and continues to have since she arrived in November. From day 1 they have made her feel at home and are so caring. She is treated with dignity and nothing is too much trouble for the staff. These past few months have been a real

rollercoaster with my mum's health but the staff have been amazing. We are always welcomed with a smile when we visit. Thank you Victoria House.

Reply from Eduard Lavelle, Manager at Victoria House Care Home

Thank you for your comments - staff will pleased to read your kind words.

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Review from A T (Daughter of Resident) published on 22 May 2024
Submitted via Website • Report

Overall Experience

My father had been unwell. He was unable to obtain his medication during the night when he requested it.
My father appeared to go without medication for a few hours on certain nights as a result of the staff's lack of training in administering it. Father was hospitalized for a few weeks because of

what seemed to be the absence of experienced staff.
The treatment of my father at Victoria House leaves me feeling both regretful and guilty. My father's hospitalization was caused by the absence of experienced staff. It appears that some staff members have negative attitudes towards my father. I did not appreciate the rude carers who shouted at my father. My family has received my wishes. If I must be institutionalized, I would rather give up my life than accept Victoria House.

Reply from Eduard Lavelle, Manager at Victoria House Care Home

We are very sorry to hear that you were disappointed with the experience of our service. We pride ourselves on our great care delivery and our wonderful and fully trained staff team. We are also very proud of how responsive we are to all and any families who have any specific incidents or issues. As a result of our hard work, we currently have 63 family reviews on this platform and are very proud of our score out of 10, which we worked very hard to achieve. If your experience hasn't felt like our best service, please do reach out to info@victoriahouseleeds.co.uk, where you will receive an immediate response to your specific concerns.

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Review from L B (Wife of Resident) published on 20 February 2023
Submitted via Postal Card • Report

Overall Experience

Very helpful, friendly carers who do their very best under a demanding job. Always answered questions I've had and the staff in the office also kept me informed of anything that had happened and updated me. Willing to help when needed in a friendly and professional manner. Making a very sad situation

for me and the family assuring us with kindness.

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Review from C B (Son of Resident) published on 20 February 2023
Submitted via Postal Card • Report

Overall Experience

Everyone has been very helpful.
All the staff are friendly. Regular food and drinks throughout the day.
Nothing is too much trouble.

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Review from G P (Son of Resident) published on 13 February 2023
Submitted via Postal Card • Report

Overall Experience

A neat and tidy home with high consideration for residents' welfare. Our mother was at Victoria House for seven weeks and was capable for discharge home after her stay. Her condition improved dramatically whilst in care at Victoria House.

Reply from Eduard Lavelle, Manager at Victoria House Care Home

Thank you for your kind comments. The team will be pleased to hear that mum's stay enabled her to return home safely.

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Review from Pamela C (Daughter of Resident) published on 9 February 2023
Submitted via Postal Card • Report

Overall Experience

Staff are very friendly. Rooms are clean but a lot of my mum's things go missing and they have her name in.

Reply from Eduard Lavelle, Manager at Victoria House Care Home

I'm really sorry to hear that clothes have gone missing as we do take great care in making sure that clothes are returned to the correct bedrooms.
We have recently purchased a clothes labelling machine to improve this further. Should you have any items that go missing - just let the service manager know and the head housekeeper will find the items for you.

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Review from A G (Partner of Resident) published on 8 February 2023
Submitted via Postal Card • Report

Overall Experience

Just cannot complain.

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Review from Alan C (Son-in-law of Resident) published on 8 February 2023
Submitted via Postal Card • Report

Overall Experience

The staff are very good and look after the patients very well.

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Review from Bob P (Son of Resident) published on 8 February 2023
Submitted via Postal Card • Report

Overall Experience

My mum is very calm and contented since she moved into Victoria House Care Home. I am kept well informed by staff if she has any problems.

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Review from Teresa B (Daughter of Resident) published on 3 February 2023
Submitted via Website • Report

Overall Experience

Terrible experience. Mum was sent by the hospital for a respite period.
She was there for three days and had four falls. Had a head injury. Went back into the hospital with dehydration. She said she was shouted at for standing up. They stated she was doubly incontinent. If asked Mum would use the toilet.
Visiting

was restricted and you had to give two days' notice. No slots for us to visit for two weeks. Although, they opened to anyone on 16th December for a Carol concert. They also said Mum had dementia, she did not have a diagnosis of dementia. She did have delirium.
Clothes went missing in that short space of time. Mum was admitted back to the Hospital and unfortunately passed away. Don't send your loved one here!

Reply from Eduard Lavelle, Manager at Victoria House Care Home

We are sorry to hear of your experience, as a family member, of a client in our care.
We do accept clients for a short period of time, where they are reviewed by the clinical teams in the community before moving to their next destination.
If a client is deemed high risk of falls - as was the case here - the clinical team will feedback to the social worker that nursing care is required. We do appreciate the frustrations that families feel when visiting - as rules do change during cases of Covid outbreaks etc.
We apologise if we used the word Dementia instead of Delirium.
We do take great care and pride in our service to the loved ones in our care and are normally inundated with families giving positive feedback about the care they receive from our staff and the communication they receive.
We are sorry that you did not get a chance to experience the same level of care.

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Review from Peter C (Son of Resident) published on 1 February 2023
Submitted via Website • Report

Overall Experience

I would like to thank all the staff at Victoria House Care Home for the care they showed to my mum throughout her time with them. My mum passed away on the 22nd of December and will be sadly missed. She had been a resident for several years. Mum had mixed dementia and was confined to a wheelchair. Myself

and especially my father were made very welcome when visiting Mum. My father has said that he would be happy to become a resident there himself if and when the time comes for him to be in a home which shows how happy he was with the care shown to his wife.
Many thanks again to all the staff, from management through to the cleaners, they were all great.

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Review from Denise G (Guardian of Resident) published on 11 January 2023
Submitted via Website • Report

Overall Experience

Our Ward was discharged to Victoria House Care Home from the hospital as he was bed-blocking at the hospital. I understand Victoria House is a private nursing home with a Local Authority agreement to take the aforementioned bed-blocking patient under this agreement. Must admit we (including our Ward)

were dismayed at this decision!
Sadly his mental and physical demeanor deteriorated substantially during his stay at Victoria House.
Visiting protocol remained restrictive as per Covid despite government lifting. Told to leave after 45 minutes despite his distress at the time. The phone never answered, and numerous answerphone messages were left, no response from the manager. Some staff were seen to be caring and welcoming, sadly this was not the general norm. The milieu was clean, with no permeating odour detected. I appreciate the difficulties of keeping track of clothing etc. However, what is absolutely appalling is the loss of extremely expensive hearing aids and the lack of communication and compensation.

Reply from Eduard Lavelle, Manager at Victoria House Care Home

Thank you for your review. We are a Residential/EMI Care Home without nursing and do accept clients for a short period of time, where they are reviewed by the clinical teams in the community before moving on to their next destination. This is decided by the social work teams and their families. We do appreciate the frustrations that families feel when visiting as rules do change during cases of Covid outbreaks etc. We are here as a stop-gap for your loved ones and will always aim to do everything we can to make that as seamless as possible for you.
We note your feedback around our phone lines as they can often get so busy - we appreciate it’s hard to get through. You can also email us on (info@victoriahouseleeds.co.uk). As a service, we will be reviewing this during the month of Jan/Feb '23 - so we can improve that for our client’s families. I'm sorry we didn't meet your expectations on this occasion and hope our goodwill gesture of £500.00 will help with your misplaced item.

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Review from Carol W (Daughter of Resident) published on 15 July 2021
Submitted via Postal Card • Report

Overall Experience

Mum has settled in really well. The staff here are so friendly and welcoming, from a smile and a friendly chat on arrival for visiting Mum, to the lady who strokes Mums hair when she gets upset or agitated to calm her down. Keep up the good work everyone. It's great to see all the activities on social

media too.

Reply from Eduard Lavelle, Manager at Victoria House Care Home

Thank you for your lovely review and kind words - which i will share with the team. it means a lot.

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Review from Geraldine H (Resident) published on 30 June 2021
Submitted via Postal Card • Report

Overall Experience

I have been a resident here for 6 months and I find the service excellent.

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Victoria House Care Home

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