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 41-60
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
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Date Published

61
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5
17
44

Review from G C (Son of Resident) published on 18 June 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Highclere looked after Mum superbly for over 5-years before her recent death. I always knew she was safe, and being well care for, which was a great comfort. I cannot commend all the staff highly enough. I couldn't have wished for a better home for her.

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Review from Keith H (Son of Resident) published on 4 May 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I would like to thank all the staff at Highclere Care Home for the wonderful care given to my dad during his short stay. He was only there for two months before he passed, without question the last weeks of his life were the best he could have possibly hoped for. He adored all the staff, he loved his
room which he personalised with his own furniture, and he loved being able to get outside into the lovely gardens. He also enjoyed the food and for a long time, put weight on. He was really well cared for; on behalf of the family, thank you.

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Review from Michael M (Nephew of Resident) published on 14 June 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff are excellent and extremely caring. I feel my auntie is very well cared for.

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Review from Jane R (Daughter of Resident) published on 12 April 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am so very relieved and happy that my mother is at Highclere Care Home my mother is too. The staff are all wonderful, kind, caring and lovely. To see and hear my mother's pleasure at being here is wonderful. Today we celebrated Mother's Day with high tea all the trimmings just like being at the Ritz.
Thank you to the two ladies for their hard work putting it together. It was very much enjoyed.

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Review from Deborah (Daughter of Resident) published on 1 April 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Our mum came to Highclere having spent 53 days in hospital for end of life palliative care.
Mum was treated very well, with compassion and dignity from the moment she arrived to the time she passed away.
The staff took great care of our mum and my sister, niece and myself who spent 24 hours with
mum (doing shifts so she wouldn't ever be on her own).
When it came to end of life, we were all given the support that we needed and the staff were absolutely amazing.
On behalf of our mum and family, I would like to thank all the staff for making our time at Highclere comfortable and welcoming and the loss of mum that much easier.
THANK YOU ALL SO MUCH xx

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Review from Ann B (Daughter of Resident) published on 13 December 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very friendly, helpful staff. Mum seems calmer and well cared for. I arrived midweek and during my visit mum had her hair done and we enjoyed a trip to central Milton Keynes together organised by Highclere Care Home.

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Review from V C (Daughter of Resident) published on 27 November 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Since my mother has been in this home I have been overall very pleased with most aspects. She has Alzheimer's and is sometimes very anxious and confused. The staff are very helpful and sympathetic, but sometimes the evening/night staff are agency and not so used to this. Some aspects of the home need
looking at re alarm mats at the side of beds and securing bedroom locks.

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Review from Diane S (Daughter of Resident) published on 18 September 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My family couldn't be more happy with our mothers quality of care and attention. All the staff even when they are short of staff they stretch themselves to the limit in all ways, going the extra mile for the residents. We love the staff they make this home a family long may it continue. They deserve
great recognition for all they do.
The Wifi needs to be consistent as mum keeps contact with family on it, one is in Australia.

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Review from Jill M (Wife of Resident) published on 26 July 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband has had several respite stays at Highclere and I would recommend them to anyone thinking of respite care.
Very caring staff and a well-managed home.
I always feel happy to leave my husband in their care.

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Review from Richard B (Son of Resident) published on 18 July 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The level of help and general support since my mother came to Highclere in April has been outstanding. The change in her was amazing and this was due to the attentiveness from the staff.


She hated her previous care home and wanted to leave however here, she has been settled and comfortable. While

her time here will be short due to her condition her last months will have been made as comfortable and easy as possible, both for my mother, and us her children.


Thank you to all her staff who look after her.


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Review from J S (Wife of Resident) published on 2 July 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Clean and very friendly (all staff). Rooms well laid out. Patient happy in Highclere Care Home.

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Review from A K (Resident) published on 11 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

New uniforms - hot, not practical, inappropriate colours.
Some young carers do not appear properly trained. Do they listen properly?
However, most staff are friendly, kind and very helpful.
I am looked after very well.

Reply from Clare Sheehan, Careline Advisor at Highclere Care Home

We are very grateful for your comments and feedback regarding the new uniforms and the Care Staff. We are continually supporting our team to develop their skills and are pleased that you feel well looked after.


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Review from V R (Resident) published on 10 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Food not as good as it used to be.

Reply from Clare Sheehan, Careline Advisor at Highclere Care Home

Thank you for your comments regarding the Home. I have asked the Chef Manager to come and see you to discuss your food concerns and we are currently awaiting the start of a new Chef at the Home. We hope that you will enjoy the changes we will make. Please do not hesitate to let us know if you have any further concerns. Your feedback is very important to us and to the other Residents living in the Home.


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Review from Gill G (Daughter of Resident) published on 4 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

At last, my dad is in a safe comfortable place, The food is excellent and dad enjoys it. The carers are exactly that, caring and kind, we have sat in the garden today which is lovely to have that option.

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Review from J S (Daughter of Resident) published on 15 March 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum moved into Highclere in August 2017 as she was becoming less able to manage (especially overnight) in her own home.
Aged 97, she was fiercely independent and did not relish giving up her house.
The staff at Highclere at all levels, from housekeeping up to manager made her welcome - and also welcomed
me into their 'family'.
Unfortunately, she recently passed away following a chest infection. My only regret is that we did not access Highclere sooner.
My thanks to them all.

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Review from Margaret B (Respite Resident) published on 26 February 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

On a friend's recommendation, I came to Highclere for two weeks to convalesce after a heart operation and it was an excellent choice. I had none of the responsibility I should have had if I had come home; the staff took care of everything and I am now back to thinking for myself - no one to dole out
the medication!

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Review from Zoe R (Daughter of Resident) published on 24 January 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Sadly, my father was only at Highclere Care Home for a very short time, but the staff made a very difficult time much more bearable. Everyone was so kind, caring and helpful, both to my dad and to us. I thoroughly recommend it, and only wish that he'd been able to transfer there earlier.

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Review from Carol-Anne (Daughter of Resident) published on 28 November 2016
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother used to be a Senior Nurse looking after others in Hospitals, Nursing Homes, Residential Homes and Care Homes. She was a compassionate, dedicated loving Nurse. Well-known. Always smiling, laughing and singing - she LOVED singing. We were a musical family and she would invite me to come in and
we would sing to the residents. She was an inspiration.


Sadly, now she is in need of 24-hour care due to a neurological degenerative disease. I have found BUPA Highclere's environment, administrative, nursing and support staff are as dedicated as she used to be when she worked. As I daughter, I am comforted to know that she is in capable, professional hands. She is respected, protected and safe.


We never know when we would need specialised care, but if that time should come, consider BUPA Highclere. My mother deserves the best. Doesn't your loved one?


I love you so much mum!


Thank you Highclere!


Reply from Rose Pickering, Customer Service Administrator at Highclere 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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Review from Sarah H (Daughter of Resident) published on 21 November 2016
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum moved into Highclere initially for a months respite care after coming out of hospital, but she liked it so much that she has stayed permanently. The nurses and care staff are very attentive and friendly and nothing is too much trouble. If Mum has had an issue, it was always dealt with quickly and
to her satisfaction. She is very happy here and she is looked after well. They are very attentive to her medical needs.
The home is always clean and tidy and doesn't have that "nursing home" smell. The food is tailored to the resident's needs and there are always drinks available for visitors if required. I have visited at various times of the day and there is always staff around. It is the little things that I am impressed with - like arranging an opticians appointment and taking Mum to her appointment at the hospital.
I would recommend Highclere to friends and family for either nursing or residential care.

Reply from Rose Pickering, Customer Service Administrator at Highclere 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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Review from K W (Wife of Resident) published on 26 October 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

A warm friendly atmosphere. Continuity of staff who were interested in us and were understanding and helpful. They were attentive to my husband's needs and willing to listen and act on my concerns for his care. It was small which gave it a family atmosphere. It was clean with a pleasant atmosphere.

Reply from Rachel Elliott, Customer Service Administrator at Highclere 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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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.