Highclere Care Home

1 Chapman Avenue, Downs Barn, Milton Keynes MK14 7NH
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9.7 61 Reviews
  • Highclere Care Home, Milton Keynes
Situated in the heart of Milton Keynes, Highclere Care Home is a warm and welcoming setting offering personalised residential, nursing and residential dementia care to older people.

Each member of the care team at Highclere Care Home is on hand to help you or your loved one settle into life at the home. They understand that moving to a residential setting can be challenging, and they work with you to make the transition as easy as possible for both residents and their loved ones. They pride themselves on delivering the kindest possible care to all residents, meaning that you can be sure that you'll receive the highest quality support from every member of the team.

With sitting rooms, space for residents to pursue their hobbies and interests and a delightful dining room, the purpose-built and recently refurbished care home has a host of places in which to relax, dine, exercise, socialise and be creative. The pretty landscaped garden and patio is the perfect spot to spend time with friends and family, and is happily looked after by some green-fingered residents.

Highclere also boasts a selection of specially designed dining areas that provide the perfect space to share meals with fellow residents, or family and friends. On those sunny summer days, the outdoor spaces are the ideal spot for some alfresco dining and the catering team prides itself on ensuring that each meal is an enjoyable and heart-warming experience for every resident and visitor to the Highclere.

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Care Provided by Highclere Care Home

  • Primary Care Categories
  • Dementia
  • Older Person Care
  • Respite Care
  • Care Types Provided
  • Dementia Residential Care
  • Nursing Care
  • Residential Care
  • For a maximum of 40 Service Users
  • Privately Owned
  • Care Offered
  • Alzheimer's
  • Cancer Care
  • Cerebral Palsy
  • Colitis & Crohn's Disease
  • Epilepsy
  • Hearing Impairment
  • Multiple Sclerosis
  • Muscular Dystrophy
  • Parkinson's Disease
  • Stroke
  • Other Care Provided
  • Convalescent Care
  • Palliative Care
  • Physiotherapy

Good to Know

  • Person in charge
  • Gigi Jacob (Home Manager)
  • Admission Criteria
    • Ages 65+
  • Room Information
    • Single Rooms (40)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Last Refurbishment: 2021

Facilities

  • Close to Local shops
  • Gardens
  • Lift
  • Near Public Transport
  • Own Furniture if required
  • Residents Internet Access
  • Wheelchair Access

Highclere Care Home Reviews (61)

Total of 61, showing 21-40
9.7

Highclere Care Home has a Review Score of 9.7 (9.725) out of 10, based on 17 reviews in the last 2 years. Over all time Highclere Care Home has 61 reviews.

Overall Experience

  • 43
  • 17
  • 1
  • 0
  • 0

Date Published

61
3
5
17
44

Review from John F (Husband of Resident) published on 27 October 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My wife has suffered with advancing dementia for several years but I was in hospital when she was admitted to Highclere Care Home. I therefore didn't have much control over events. I found my fears groundless, however, when I saw her. She was treated with consideration and kindness and couldn't have
been better looked after anywhere. Thank you Highclere.

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Review from Chris P (Son of Resident) published on 26 October 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My father was only there for 6 days, but in that time he was very happy.

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Review from Paul B (Son of Resident) published on 6 October 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother came to Highclere Care Home for respite care due to having a fall and fracturing her pelvic bone in two places. The staff have been absolutely wonderful to her. Mum is hard of hearing and being 102 years old I was concerned as to how she would be cared for. I had no need to worry, all the
staff involved caring for Mum have treated her with the utmost respect and kindness. Mum did not want to leave when it was time for her to leave. That's how good it is.

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Review from gaynor b (Daughter of Resident) published on 29 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Just wanted to pass on my mother’s thanks for her treatment while recently at Highclere.
She, unfortunately, had a nasty fall and had to be transferred there after being in hospital before being able to go home.
She is 96 and has Leukaemia so rather frail but still bright as a button!
She told me
all the staff - nurses, carers, cooks, physiotherapists and cleaners were all lovely and very helpful and kind!
So although she is very pleased to be back home - her stay was made as pleasant as possible by the staff
Thank you again.

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Review from Sarah W (Daughter of Resident) published on 27 May 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother came to Highclere Care Home for palliative care after a short stay in hospital. Sadly she passed away only two weeks later but the care she received was exceptional. All the staff were compassionate, kind, professional and efficient. Everything was always so neat, tidy and clean and the food
looked and smelt wonderful. It was an extremely difficult time but they showed the family so much support and care too. Thank you so much to all at Highclere.

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Review from J G (Daughter of Resident) published on 7 April 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff are extremely competent and caring and kind. The home is very well run. A great deal of thought has gone into making the residents feel at home and providing them with interesting and stimulating activities. My mother has particularly enjoyed pet visits. eg. the shetland ponies.

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Review from J P (Son of Resident) published on 7 April 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother who is 91 came to Highclere Care Home for rehabilitation post 6 weeks in hospital a year ago. Highclere offers excellent care and was so good she has remained here, On research of care homes in Milton Keynes it is one the best. Excellent manager nurses and staff. Very good Covid protocols,
compact size with 40 residents. Would highly recommend.

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Review from John H (Respite Resident) published on 5 April 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent food, great variation. Looked forward to mealtimes. Soups were very good.
Professional carers who looked after all my needs. Top class! I still miss them, their aim was to supply quality care and support. Thank you fo4r looking after me.

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Review from Gillian T (Daughter of Resident) published on 14 March 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother was a resident at Highclere for two and a half years and passed away in January 2022. I always found the staff and management very helpful. My mother received the best of care. The staff treated her with dignity and respect.

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Review from Peter B (Respite Resident) published on 28 September 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I left the hospital and came to Highclere for rehab, I was at first apprehensive but was made so welcome on my arrival. The nursing and care staff were amazing, very caring and knowledgeable. I felt very secure in my welfare. The food was excellent with a varied menu. To summarise, nothing was too much
trouble, I would not hesitate to be a resident if the opportunity arose.

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Review from Stephen W (Son of Resident) published on 1 September 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

Difficult to review due to Covid restrictions, as contact is limited to 30 minutes a visit and not in the home. Some concerns that the balance between Covid protection and the mental well-being of residents is inappropriate.

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

Thank you for your feedback, as you are aware our staff have continued to work very hard throughout this pandemic to ensure that the risk of Covid-19 outbreak at Highclere is kept to a minimum by adhering to our prevention and protection plan. This is why we have not had a major outbreak in the home. Balancing and mitigating the risk of infection and allowing unrestricted visits has meant that in order to allow as many visits as possible we have had to limit the time each visitor is allowed. We are now allowing indoor visits including room visits, please speak to our home manager if you require a room visit.


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Review from Menna O (Resident) published on 21 July 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot fault any of the treatment I have received. I have been extremely well looked after and encouraged to make progress. Every member of staff I have encountered has been kind, courteous and has had my wellbeing at the fore.

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Review from A G (Son of Resident) published on 14 July 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother knew she was at the end of her days but was still articulate and inquisitive. It was important that people talked to her about her life and family and not just asked how she was. This happened and was appreciated by her and me. Medical care is very good from genuinely caring staff. Letter
of thanks already sent to the manager.

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Review from Amanda W (Daughter of Resident) published on 9 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The best thing about the home is the kind and sensitive care given by the staff, who are always cheerful. They have been professional and dedicated, particularly through the challenges of Covid.

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Review from Andrew S (Son of Resident) published on 29 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

There has never been a year like this in living memory and I have been very pleased that the care given by the Highclere Care Home staff has kept its residents safe and free from infection.

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Review from Alison A (Daughter of Resident) published on 28 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My mum is very well cared for, always happy and caring staff taking excellent care whilst we cannot get to see her. Looking forward to coming back inside the home.

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Review from J B (Daughter of Resident) published on 21 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Although the care home is friendly and the staff are relaxed and caring. I feel the communication between management, staff and relatives is poor. These have been difficult times for everyone and when phone calls go unanswered and booked slots for calls go without acknowledgement, it can be difficult.
Having only one mobile for video calls is also very poor. Staff not having the vaccine has also led to a Covid outbreak in the home - this is not acceptable.

Reply from Julie Caygill, Hospital Liaison Team Administrator at Highclere Care Home

Thank you for your kind words about the staff and the care in the home and also for raising your issue with us regarding communication and concern over the Covid pandemic in the home and staff vaccinations. We understand that it has been a very difficult time for Relatives and Residents and our Management and staff have been under considerable pressure to ensure that the safety of both Residents and staff has been the priority. We are sorry that this situation has impacted you when you have been trying to contact the home. We are currently trying a pilot of an online visiting booking system, which should aid in booking your visiting slot. Regarding staff vaccinations, we can assure you that at the time of this response 80% of staff at the home have had their vaccine. We are continuing to encourage all colleagues to have their vaccination to ensure everyone is protected.


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Review from Mary W (Daughter of Resident) published on 19 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

During the Covid outbreak, over the past 12 months, we have found it very stressful as communication has been poor. Booked calls/video calls have not always happened and when calling on the mobile it has been difficult to get through and then get told they are waiting for a doctor to call! Only having
one mobile for the whole home has been an issue. Most of the staff have been brilliant but there seems to be a huge turnover in management.

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

Thank you for your kind words about the staff in the home and also for raising your issue with us regarding communication during the Covid outbreak and turnover of management in the home. We understand that it has been a very difficult time for Relatives and Residents during Covid and our management and staff have been under considerable pressure to ensure that the safety of both Residents and staff has been the priority. We are sorry that this situation has impacted you and we have spoken with the IT department who is looking to rectify the issue with the telephones. The new CEO has committed to lead the sector with staff retention levels of 85%+ by investing and providing a rewarding place to work for our staff and management.


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Review from Sue F (Stepdaughter of Resident) published on 3 February 2021
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Our stepmother quickly settled into Highclere and soon became used to living there. Everyone on the staff was extremely kind and made her feel comfortable right from the start. It was a great relief to know that she was safe, secure and being cared for properly.

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Review from R J (Daughter of Resident) published on 7 August 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff/carers at Highclere treated Mum in her final days with kindness, dignity and love.
It made a hard time, the death of a beloved mother, much more bearable. Thank you to you all.

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Current Review Score: 9.7 (9.725)

Overview of Review Score

The Review Score of 9.7 (9.725) out of 10 for Highclere Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.7 out of 5 from 17 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 17 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.725 for Highclere Care Home is calculated as follows: ( (154 Excellents x 5) + (37 Goods x 4) + (9 Satisfactorys x 3) ) ÷ 200 Ratings = 4.725

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 5 Points relating to the number of positive Reviews for Highclere Care Home is based on 17 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4

    • ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 40 registered maximum number of service users is 8, which has been reached with 17 Positive reviews. Points = 1

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Performance

Care Quality Commission (CQC) Rating

Date: 11 Mar 2020

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Good

Care Quality Commission is responsible for the registration and inspection of social care services in England.

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Bed Vacancies

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Awards / Recognitions (6)

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Meet the Team (1)

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Gigi Jacob

Job Title: Home Manager

Joined: 2019

Introducing Gigi Jacob
Home Manager at Highclere, Milton Keynes


What does ‘kindness’ mean to you?


“It’s a feeling. Feeling happy, feeling valued and respected, feeling as if you can be yourself. Kindness enables everyone to feel appreciated and understood, which in turn makes them feel safe and secure – a part of the family.”


As a Registered Nurse, Gigi has gained a wealth of experience in providing care and nursing support to elderly people, to enrich their lives. She is a knowledgeable and dedicated leader who is passionate about delivering the highest standards in care and quality of life for Residents.


Having worked at Highclere since August 2019, Gigi closely shares HC-One’s vision in aiming to provide the kindest care for each and every Resident. She extends this caring approach to her Colleagues and works closely with them to deliver care and support to Residents in a way that they gain the most benefit, in a warm and welcoming home.


When asked what she enjoys most about her role, Gigi remarked:


“To be able to lead the team in a positive way and also support our Residents and their families.”


Outside of work, Gigi enjoys many hobbies and activities, but most of all she enjoys travelling and tries to visit as many places on her bucket list as possible.


If you would like to find out more information about Highclere, Gigi would be pleased to welcome you for an informal discussion, over the phone.