Review from Anthony H (Nephew of Resident) published on 23 December 2022
Submitted via Postal Card • Report

Overall Experience

Excellent. My aunt was very well looked after. She came in underweight and malnourished. She has been well-liked by the staff. All in all, could not fault the care and fondness she has had. Would not have any problem recommending Tower Bridge Care Home to anyone that was looking for a great care home.

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Review from Vasil V (Husband of Resident) published on 28 November 2022
Submitted via Postal Card • Report

Overall Experience

Everything excellent.

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Review from Sharon M (Daughter of Resident) published on 8 November 2022
Submitted via Postal Card • Report

Overall Experience

Since my mum arrived at Tower Bridge, the staff have been informally helpful and attentive to my requests and doing their best to comply.
My mum's needs are complex, and they all strive to meet her needs.
I am happy overall with her care.

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Review from B S (Sister of Resident) published on 2 November 2022
Submitted via Postal Card • Report

Overall Experience

Everyone was very friendly and helpful and very considerate of his care.

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Review from F B (Niece of Resident) published on 2 November 2022
Submitted via Postal Card • Report

Overall Experience

The staff are very efficient caring and respectful. The resident's room was always clean and we always felt welcomed.

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Review from Jules M (Son of Resident) published on 2 September 2022
Submitted via Postal Card • Report

Overall Experience

My mum would not be alive today if the services, nurses and care workers weren't there to look after her at the care home.

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Review from S M (Wife of Resident) published on 26 August 2022
Submitted via Website • Report

Overall Experience

I placed my 70-year-old husband with middle-late stages of Alzheimer's in the home yesterday. One hour later I got a call to say he went missing. They reckon he scaled a 10ft tall wooden fence and escaped. My husband doesn't know how to open a door or window or even switch a light on. Although they

said they phoned the police I doubt it. My family searched the streets local to the home and found him with a rope tied around his waist wondering very close to the home. He didn't have a scratch on him despite as they claim he jumped over a 10ft fence and landed on the other side without breaking his frail bones. My daughter found him distraught and confused. We removed him from the home. Please don't put your loved ones in this home. The care stops the minute you leave. I'm still waiting for a call from the manager, it has been 24hrs since the incident. I wouldn't trust them with my dog or cat let alone a vulnerable person. I will be taking this further for putting my husband's life at risk.

Reply from Diane Kerwin, Hospital Liaison Team Administrator at Tower Bridge Care Home

Thank you for your feedback. We are sorry that you and your husband's experience in Tower Bridge were not pleasant, especially the last time your Husband was re-admitted to the Home. We understand the distress the incident caused when your Husband went missing. The team in Tower Bridge searched the vicinity, called the police, and escalated the incident immediately. The team in Tower Bridge was not able to respond to your questions nor apologised as the situation was already stressful for all involved at the time. As part of our lessons learned, we have now requested an additional camera in the garden and that the fence be extended. We have also redirected our staff to ensure kind and dignified care is always provided and we will continue to monitor this. Again, please accept our sincere apologies and if there is anything else you will like us to do, we are happy to meet with you to discuss.

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Review from Tijen M (Daughter of Resident) published on 26 August 2022
Submitted via Website • Report

Overall Experience

Very bad care home. Staff leave residents to their own devices with loud TVs and do not check on them. Residents often scream for help but are ignored. When dad was on the first floor, the nurses were on their mobile phones with earpods and rude attitude when we asked for help with dad. It was an inconvenience

for us to talk to them. They also lost dads clothes and couldn't find them. We packed loads of clothes and he was left with a few t-shirts and wearing other people's bottoms. Again no apology or explanation at all. Yesterday my vulnerable dad with alzheimer's went missing from the ground floor and the staff didn't even care. They said because it's residential they don't need to check on anyone. We searched the area for 4 hours. Dad had a rope around his waist I attached photos. The staff did not comment or apologise or say anything when we raised our concerns.

Reply from Diane Kerwin, Hospital Liaison Team Administrator at Tower Bridge Care Home

Thank you for your feedback. We are sorry that you and your Father’s experience in Tower Bridge was not pleasant especially the last time your Father was re-admitted in the Home. We understand the distress the incident caused when your Father went missing. The team in Tower Bridge searched the vicinity, called the police, and escalated the incident immediately. The team in Tower Bridge was not able to respond to your questions nor apologised as the situation was already stressful for all involved at the time. As part of our lessons learned, we have now requested an additional camera in the garden and that the fence be extended. We have also redirected our staff to ensure kind and dignified care is always provided and we will continue to monitor this. Again, please accept our sincere apologies and if there is anything else you will like us to do, we are happy to meet with you to discuss.

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Review from L G (Daughter of Resident) published on 13 June 2022
Submitted via Postal Card • Report

Overall Experience

I had lots of stress after the death of my father. My mum has dementia. By taking my mum to the care home, I got rid of a lot of pressure. From what I saw during my visits, the administrators, carers and reception staff are very friendly and supportive. I am grateful to the guards at the Tower Bridge

Care Home for taking care of my mum to the best of their ability. I am always happy to come and spend time with my mum and interact with the caregivers and the nursing team. Highly recommended.

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Review from Kathleen D (Daughter of Resident) published on 6 June 2022
Submitted via Website • Report

Overall Experience

I visited my mum yesterday and noticed an open sore on her face then there were another 4 sores on her chest I went and got the nurse and asked her to cover them up because they looked infected and with her dementia, she keeps on scratching them? I also said I would like the doctor to see her, I was

told the doctor is coming Tuesday? This was Saturday anyway I went down to office and insisted my mum sees a doctor urgent the doctor came I was told and said it was probably an allergic reaction to something! It’s not, anyone can see they are bites from something and she was just given antihistamine. Today my brother visited and he said that no dressings were on sores? Why is that? She could get cellulitis? My mum should see a skin specialist but I think it’s bed bugs.

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Review from J G (Friend of Resident) published on 26 May 2022
Submitted via Postal Card • Report

Overall Experience

The care provided for my friend was excellent. I can' thank you enough! The staff are very caring. I'll miss the staff so much. Thank you again for everything. I really appreciate it.

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Review from Dennis J (Son of Resident) published on 9 May 2022
Submitted via Postal Card • Report

Overall Experience

I am glad to say my mum is well looked after; she is treated very well, and the staff are excellent towards her, always popping in to see if she is ok. It is a clean home.

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Review from Margaret S (Daughter of Resident) published on 4 May 2022
Submitted via Postal Card • Report

Overall Experience

Reception staff are always welcoming on entry to the care home and have been an excellent help over these difficult two years with connecting to relatives. They also make a great effort to decorate the area for each special holiday eg, Easter! Dad is very comfortable and happy.

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Review from J W (Daughter of Resident) published on 4 May 2022
Submitted via Postal Card • Report

Overall Experience

I have found the management, staff and nursing to be of a high standard. All are dedicated and have always provided good communication and support in respect of my father. This has especially been the case during Covid when rigid restrictions have been in place and prevented the home from being able

to run "as normal", especially in regards to activities, this is now due to change. I feel confident in the care my father is receiving and his interest/needs are being met.

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Review from Ben S (Friend of Resident) published on 27 April 2022
Submitted via Postal Card • Report

Overall Experience

Very friendly and helpful staff at reception and nursing staff.
It's always a pleasant visit. My friend is well cared for.

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Review from Eric W (Brother of Resident) published on 5 April 2022
Submitted via Postal Card • Report

Overall Experience

The staff and management are excellent. Our brother is looked after really well by the caring staff. The building is kept clean and is welcoming. We would recommend it.

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Review from S D (Daughter of Resident) published on 20 December 2021
Submitted via Website • Report

Overall Experience

Our mother has been in this home for two years. 90% of her personal belongings have gone missing including clothes, shoes, books etc. We were assured all her own clothes would be labelled but they obviously were not. Recently I found men's shorts and pants in her bedroom drawers with her room number

written in them. I find the whole place is extremely badly run. The residents have no stimulation and sit in a line in the corridor. We are in the process of moving our mother to another home where she will be cared for with the dignity and care she deserves. The only good things are that there are a couple of good carers and the food is of good quality.

Reply from Diane Kerwin, Hospital Liaison Team Administrator at Tower Bridge Care Home

Thank you for your feedback and importantly the positive feedback about our carers and the food. Having reviewed the information and investigated the matter, we have found that the matter with regards to the lost properties could be as a result of Residents wandering into rooms and possibly taking other belongings including books, photo albums and clothes. This tends to happen due to the mix of Residents we have and the different diagnoses. My staff at Tower Bridge work extremely hard to ensure that the personal belongings of Residents are kept safe, and we are really sorry that on these occasions we have some failings. We appreciate your feedback and will ensure we improve on this. Thank you for your observations about Residents stimulations, we have regular activities taking place within the home, individual and group activity sessions, as well as outings. Some of these are limited due to the current climate with the pandemic. Some Residents make the choice of sitting together whilst supervised by our care staff. We will make sure that your feedback is discussed within our team and that they learn and improve from this.
We are sorry to learn that you will be moving your Mother, and hoped we could have resolved this for her. We wish her the very best.

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Review from A A (Son of Resident) published on 16 December 2021
Submitted via Postal Card • Report

Overall Experience

My father spent his last two months at Tower Bridge care home, after a long stay in hospital. We are very grateful to everyone at the home who made his time there so comfortable, despite all his issues. Everyone was so supportive of his needs and our needs to visit - we were never rushed and they supported

us, making my father's time there as comfortable as possible.

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Review from B M (Daughter of Resident) published on 25 November 2021
Submitted via Postal Card • Report

Overall Experience

My mum spent the last few weeks of her life at Tower Bridge Care Home. The care she received from the whole team on the third floor, was second to none. The care and compassion shown to mum, and indeed the whole family, was excellent. Nothing was too much trouble, ensuring that in her last days she

was treated with the utmost dignity. Every one of the team should be commended for their kindness.

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Review from Richard L (Brother-in-law of Resident) published on 27 October 2021
Submitted via Website • Report

Overall Experience

My sister-in-law is, unfortunately, bed-bound and is reliant on the kindness and help from staff at Tower Bridge. The kindness and help lacking right up to the manager.
For instance, take today as a common factor. My sister-in-law phoned at 08:40 to say she needed the bedpan from 06;00 and pressed

her buzzer for assistance but no one answered her buzzer or repeated calls. We phoned the manager which I presume is the weekend manager. She said she would deal with the problem. 10:00 came and still, no one turned up to help. I had to phone again. I also found that breakfast had not been served either and this was 10:30 am by now and the nurse said breakfast was being prepared. This is not the first time we've had to phone up and complain either. There is staff constantly complaining and threatening to walk out and leave the residents to fend for themselves. The manager is next to useless as she just ignores everything we complain about and never gets back with a response.

Reply from Rita Aujla, Home Manager at Tower Bridge Care Home

Thank you for your feedback, it is valued and instrumental in how we better ourselves as a home. Upon review of the information supplied a team meeting was held with staff, documentation reviewed and evidence gathered in relation to the events that you highlighted. I can confirm that any requests made by our Resident regarding using the bed pan, were adhered to in a timely manner and staff are working efficiently to ensure our Resident is kept comfortable. Our Weekend Manager was also aware of the situation and ensured that our Resident’s requests were adhered to in a timely manner. I have met with the family on more than four occasions to discuss concerns raised and with staff to discuss our Resident’s needs, these were also discussed with the Local Authority and the CQC. There have been odd occasions whereby requests from our Resident could not be fulfilled at that very moment, due to other Residents’ needs, however, we always ensure that requests are fulfilled within realistic timeframes, or sooner.

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Tower Bridge Care Home

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