Review from Rosalind O (Sister of Resident) published on 10 May 2019
Submitted via Postal Card • Report

Overall Experience

Extremely pleased that we chose this home for my sister. I can't praise enough the way my sister and relatives were treated by the staff. Excellent.

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Review from S G (Wife of Resident) published on 1 March 2019
Submitted via Postal Card • Report

Overall Experience

The Harefield Care Home is a very caring home for all those with dementia and nursing care needs.
The carers are excellent, very patient and they get to know the patients really well. Activities are held every day, there are books and games, a TV, radio and the food is excellent. We personalise the

bedroom with photos, pictures, own cushions etc which help to make it more like home.

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Review from B B (Wife of Resident) published on 22 February 2019
Submitted via Postal Card • Report

Overall Experience

Staff are very good and caring.

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Review from C B (Son-in-law of Resident) published on 8 November 2018
Submitted via Postal Card • Report

Overall Experience

It is always a pleasure to visit my mother-in-law as the staff are very caring with her.
They always try to get the best from her and make her cheerful.
The home always has a calm atmosphere.

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Review from P S (Daughter of Resident) published on 8 November 2018
Submitted via Postal Card • Report

Overall Experience

The residents are treated with respect.
The carers work hard and know all the residents well and try to meet their individual needs. Good entertainment. Lovely soups and great cakes too.

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Review from Derek R (Brother of Resident) published on 5 October 2018
Submitted via Postal Card • Report

Overall Experience

My brother was treated very well at the home and got on well with all the staff, however, we feel that the home was understaffed. His bedroom at times we felt should have been disinfected more often, his false teeth could have been cleaned more often. On the whole however he was very happy living there

for seventeen years until he passed away in March 2018. The staff were excellent towards the family at the funeral and especially the wake.

Reply from Claire Hurworth, Care Line Manager at The Harefield Care Home

I would like to thank you for taking the time and providing us with your valuable feedback. Your brother was our longest stay resident and everyone at The Harefield was very fond of him and he is greatly missed. Since March we have implemented a new cleaning program and products to ensure our home is to the highest standard of cleanliness. Our committed Home Manager reviews our staffing levels regularly to ensure that it is reflective of our resident's individual dependency, it’s unfortunate on occasion sickness occurs, however, we have contingency plans in place. We are thoroughly pleased that you enjoyed the wake we provided for you and your loved ones and to reiterate as always we look forward to seeing you at our next event.

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Review from L R (Niece of Resident) published on 5 October 2018
Submitted via Postal Card • Report

Overall Experience

Friendly and welcoming, but short staffed.
Sometimes my dad, even though next of kin, wasn't told some things, he should have been told. His room smelled of urine as well. His false teeth were a terrible state.
One of our relations complained about his room and his teeth.
On one occasion, he never

had his harness on when he was in his wheelchair, which we found out and he fell out.

Reply from Claire Hurworth, Care Line Manager at The Harefield Care Home

I would like to thank you for taking the time and providing us with your valuable feedback. Your uncle was our longest stay resident and everyone at The Harefield was very fond of him and he is greatly missed. Since March we have implemented a new cleaning program and products to ensure our home is to the highest standard of cleanliness. Our committed Home Manager has ensures safety of all those who use wheelchairs and has discussed the importance using the harness if resident is supposed to. In addition, residents are not left unattended unless safe to do so and to reduce any incidents occurring.

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Review from Khurram H (Son of Resident) published on 12 September 2018
Submitted via Website • Report

Overall Experience

Short-term placement at Harefield nursing home for a relative (nursing non-dementia section).

Poor staffing levels especially at night. Staff apologetically admit they cannot provide the service that they'd like to. High turnover agency meaning continuity of care difficulty.

My relative (the resident

at care home) has a disability that means unable to move but can feel, speak communicate and is continent. She feels that she has been treated with little respect.

For example, last night she was left in the middle of the night after using bedpan soiled 'swimming' in her urine: very seriously threatening her pressure areas.

During the day she has had to wait long periods of time for simple personal care.

Since the start of her stay, we have complained to management every working day and have had conciliatory apologies and conversations with management.

Requested kosher or halal menu which the home has been unable to provide.

Avoid this home if you can.

Reply from Clare Sheehan, Careline Advisor at The Harefield Care Home

Thank you for your review, we value all feedback as this helps us to improve our service where required. We complete a monthly dependency review of residents in our home to ensure our staffing levels are reflective of individual Residents’ needs; this is overseen by the Area Director and Clinical Quality Manager. Agency colleagues are used to supporting with shortfalls; we are actively recruiting to reduce our reliance on the agency. Where possible to ensure our agency colleagues are consistent, we complete staff rosters six weeks in advance and try always to have our own staff pick up extra shifts. We are excited that we have a number of new starters joining the nurse and care teams as of this week. To ensure your relative was given regular opportunity to voice her needs due to her disability restricting the use of the call bell, the Home Manager implemented regular checks so that all needs were met especially through the night. The home assessed and admitted your relative the same afternoon on Friday of the bank holiday weekend and therefore no time was given to get halal or kosher food from suppliers, of which the family were informed. The family requested vegetarian food as the stay was a respite and the resident enjoyed vegetarian food. Although the Catering Manager looked into getting halal or kosher food delivered, the family declined the choice provided. The health, wellbeing and quality of life of everyone living at The Harefield is our priority and I want to assure you of our determination to support the team to deliver against the promise of a kind and effective care for all our Residents.

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Review from K W (Daughter of Resident) published on 10 August 2018
Submitted via Postal Card • Report

Overall Experience

My mother has recently come to live at The Harefield Care Centre following her discharge from hospital. Like most families, we did not know anything about the world of nursing homes. The manager and deputy manager have been so helpful in what was a very stressful situation. The staff are so kind and

welcoming and mum has now put on healthy weight as she is at last eating well. I can recommend the home to any families looking for a nursing home.

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Review from Oda P (Resident) assisted by family/friend published on 7 August 2018
Submitted via Postal Card • Report

Overall Experience

They don't take any notice of all the screaming I have to put up with both day and night. Grossly understaffed. When I ring the bell it is too long to wait.

Reply from Clare Sheehan, Careline Advisor at The Harefield Care Home

We apologise that you feel that you have had to raise concerns and would like to thank you for taking the time to provide this feedback. Following the relatives and Residents meeting on 3 August 2018 where the Home Manager explained staffing levels and reiterated that they are reflective of Residents needs and individuals dependencies. The Home Manager will arrange an individual meeting with you to discuss in detail, arrange a care review and discuss and action the concerns you have raised. Once again thank you for taking the time to provide us with valuable feedback to support with improving our service.

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Review from J S (Sister of Resident) published on 10 July 2018
Submitted via Postal Card • Report

Overall Experience

The Harefield was taken over in November 2017 by the new owner and so far the relatives haven't seen or been introduced to anyone from the new company. The manager has tried to reassure families that she has requested certain things that need to be done, however, nothing has been done as yet.
The home's

garden hasn't been touched and there are no summer plants. By now the garden is usually looking lovely for the residents to enjoy.

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Review from David P (Husband of Resident) published on 1 May 2018
Submitted via Postal Card • Report

Overall Experience

My wife is being well looked after by a team of sympathetic, caring, kind, patient, happy and loving carers and staff that anyone could wish for. My family and I are happy with the way she is treated. We hope this carries on with the regular carers and not agency staff. I would be willing to increase

my contribution to increase the regular carers wages.

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Review from D L (Wife of Resident) published on 25 April 2018
Submitted via Postal Card • Report

Overall Experience

During weekdays a warm welcome is always given to everyone. The home is clean and rooms are well looked after. Care given to residents is very good, staff are all friendly and will answer any queries or questions an enjoyable home to visit.

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Review from Sue G (Daughter of Resident) published on 10 April 2018
Submitted via Postal Card • Report

Overall Experience

The greeting we get is always extremely kind and attentive thank you.

All the staff are extremely good to my dad for which I am very grateful, excellent care.

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Review from Julie G (Daughter of Resident) published on 14 December 2017
Submitted via Website • Report

Overall Experience

At first felt very happy with the care home as the care seemed pleasing and good but later felt the organisation of management was very poor with staff feeling exhausted and morale was at an all-time low with the lack of staff to cover shifts, therefore, the care wained. We were pleased to move my father

elsewhere which we were very happy with. I feel our family would not recommend this care home.

Reply from Jayne Duck, Customer Services Administrator at The Harefield Care Home

Thank you for your review. Your comments are extremely important to us and our residents’ health and wellbeing is our absolute priority. We will discuss your feedback with the home’s manager to help them continually improve their service.

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Review from Dianne B (Daughter of Resident) published on 6 June 2017
Submitted via Postal Card • Report

Overall Experience

My father is always well looked after and is very happy in the home.
He looks healthier and happier than he has done for 5 or 6 years and he has been in the care home for 4 years now.
The staff are doing an excellent job.

Reply from Jayne Duck, Customer Services Administator at The Harefield Care Home

Thank you for your review. Great to hear that your dad is happy and healthy and well looked after. The Bupa customer care team.

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Review from Kathleen G (Sister-in-law of Resident) published on 18 May 2017
Submitted via Postal Card • Report

Overall Experience

I have found Harefield a caring and reliable home for my sister-in-law over the last eight years.
She has always seemed settled and comfortable and the carers always have time for her, that I have seen.
Her clothes have been clean and changed as far as I'm aware. Feeding is a problem at times as

she plays with food at times rather than eating it. I think they do their best though to manage this problem. It's also nice to know chiropody and hairdressing are an option in the home.

Reply from Simone Berkeley, Customer Service Advisor at The Harefield Care Home

Thank you for your review, we appreciate your feedback. We are pleased to hear about your sister-in-law being settled within the home, and appreciate your comments about our home and will share your comments with the home’s manager.

The Bupa Customer Care Team.

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Review from Ann G (Daughter of Resident) published on 28 November 2016
Submitted via Website • Report

Overall Experience

It was a very hard decision to make when a nursing home had to be found for my mother, but after a long search, I found the best! The Harefield Care Home. My mother is treated with kindness, respect and dignity and has great person-centred care. The manager is a great role model, very supportive and

is never too busy to see me . The atmosphere is homely. The cleanliness is excellent the food good and every member of the team shows professionalism at all times.

Reply from Rose Pickering, Customer Service Administrator at The Harefield Care Home

Thank you for your review, we appreciate your feedback. We are pleased to hear about your positive experience and appreciate your comments about our home and will share your comments with the home’s manager. The Bupa Customer Care Team.

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