Review from Joe P (Husband of Resident) published on 14 July 2022
Submitted via Website • Report

Overall Experience

I write this as my wife was a resident for 4-5 weeks.
I intend no malice, but if the situation regarding staffing was known, I would not have agreed to admittance for my wife.
My 3 children have submitted reviews of their mother’s experiences during her stay so I will not repeat these failings but

just summarize the obvious reason why they occurred.
The manager is lovely, as were most of the carers. But they are so understaffed and could never fulfil the care that they profess to provide to the residents.
As evidence, on one occasion, my wife needed assistance, I went looking for a carer and on a floor with 64 rooms, there wasn’t one to be found.
My wife was unhappy for most of the time as she was just left in her room.
The manager has responded to my family's reviews saying that we didn't report the issues during the stay. That is not true - there were calls/emails highlighting our concerns. The last email dated 4.6.22 has never been acknowledged.

Reply from Tori Pollard, General Manager at Brentwood Care Centre

Thank you for your review. Having received the reviews from yourself and your children we want to express our sadness that on this occasion the service you and your family found here at Brentwood Care Centre didn’t meet your expectations and our high standards; which are demonstrated by other recent reviewers seen here. It is always difficult when NHS funding is removed for 1:1 care but this is unfortunately not within our control and my apologies for any missed opportunities to support and resolve your concerns and questions in a way which satisfied you as a family. All feedback is valued and our aim is to always to develop our service further. As I have mentioned in my other responses, I am glad that your wife is now closer to you and in a smaller home; we wish you our sincere best wishes for the future.

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Review from Ruth F (Daughter of Resident) published on 5 July 2022
Submitted via Website • Report

Overall Experience

My mother was a resident for a short while thankfully, as they are extremely understaffed, resulting in residents' needs not being met. Whilst visiting my mother, she was always in her room at times without a wired buzzer to press if she needed anything. Other residents were allowed to wander into her

room and nothing was done to get them out. I witnessed a poor lady walking around in a dirty nappy for well over an hour, nothing was done to help or clean her. I would seriously think twice before you place your loved one in this very uncaring home. Thankfully we have managed to move our mother to a far better and very caring home now.

Reply from Tori Pollard, General Manager at Brentwood Care Centre

Your Sister and Brother have already written reviews and it feels very sad that you also are only now raising concerns, which if raised at the time would have enabled them to be resolved. I appreciate you did not want your Mum to come here, because the journey for your Dad was too much. The team here did everything they could to support both your Mum and Dad for the planned short period your Mum was here. The team treated your Mum with dignity and respect as they do all those we care for, and your Dad was clear he did not want to leave our home but the journey was too much and we supported a positive transition into a smaller but closer service. We wish both your Mum and Dad all the best.

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Review from Kay N (Daughter of Resident) published on 5 July 2022
Submitted via Website • Report

Overall Experience

Mum moved here in March 2022. She was unable to walk due to falls and was quite often confused due to not taking her medication correctly. She is now up and about, joining in the activities and going into the dining room all by herself. We feel like we have Mum back. Although the care home is understaffed

(like most care homes), the staff are so lovely, and Mum really enjoys talking to them. She is dressed and washed every day and encouraged to join in activities. The only reason the care home did not get five stars are; I feel, the food could be better. I have been advised that this is being addressed. The carers and nurse staff are excellent, and Mum is happy.

Reply from Torie Sabbarton, General Manager at Brentwood Care Centre

Thank you for your feedback. We too are delighted by your Mums progress since being in the home; it is lovely to see people in our care becoming more confident and independent again. We have a new Head Chef, and the menus have been enhanced to create more options and nutritional content along with an improvement of quality through locally sourced produce. We will be holding a food forum with those in our care, so we can gain further feedback and continue to develop the mealtime experience within the home on a regular basis, so will encourage your Mum to attend. Again, thank you for sharing this with us.

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Review from Alan P (Son of Resident) published on 5 July 2022
Submitted via Website • Report

Overall Experience

My mum was admitted to the home after I was misled on the services by their representative at the time. The home manager and her team were lovely, but it was clear early on they were ill-equipped to give proper care to the residents due to being so understaffed. Mum has dementia and is unable to walk

or stand, and spent many days (not every day) in the room by herself. Once, when my sister was visiting, mum needed the toilet, 10 minutes after buzzing, a carer came and said she needed a colleague to assist to get mum on the commode, they turned up after 20 minutes, by which time mum had soiled herself. Residents constantly wandered into her room which really upset her. On my last visit, I found mum on the floor in the corridor! All of the things I raise were due to the lack of carers, yet they will still admit a family's loved one. Families should look further than the exterior and reception before deciding whether to place a family member there. For me, the home is just a money-making machine!

Reply from Tori Pollard, General Manager at Brentwood Care Centre

Thank you for your opinion of our service, some of which we discussed and resolved whilst your loved one was resident in the home. As your Mother required 1:1 care she had her own carer assigned which only changed once she became more settled in the home. The care received enabled your Mother to gain strength and mobility in standing and moving. We do recognise that crawling is not the most dignified but your Mother was living with Dementia and this was her preference in feeling safe. I appreciate your view about staffing, however staff levels are not determined by the number of people alone, but on the needs of people. People who live with Dementia should be able to move around, independently and by the method they choose, albeit the staff do make sure to redirect when needed.
It is a real shame that you did not voice any of these concerns whilst present in the home which would have enabled us to investigate and put other measures in place to support your Mother if required.

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Review from S C (Power of Attorney of Resident) published on 30 June 2022
Submitted via Website • Report

Overall Experience

Can’t fault the care and accommodation at the care home. The only problem is, I can never get in touch by phone with the unit. I do get through sometimes, but if I can’t get there for a few days, I do like to ring, but everything else is fine.

Reply from Tori Pollard, General Manager at Brentwood Care Centre

Thank you for your feedback, we have changed the phone downstairs as there was a fault with the handset and have reminded the shift leads to carry the phone with them. We will monitor this to ensure this situation improves. My apologies for the difficulties you have found and thank you for your positive comments in regards the care and accommodation we provide.

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Review from Barbara S (Daughter of Resident) published on 27 June 2022
Submitted via Website • Report

Overall Experience

The care home looks lovely but a visit to Balmoral (the dementia care unit) is a real eye-opener. Most of the staff are wonderful but there are far too few of them. The smell is often overpowering as residents are left for prolonged periods of time with soiled pads. Buzzers, pressed by residents needing

help, are left unanswered and there is a regular shortage of staff. Residents wander the corridors and walk into other residents' rooms and it is difficult to find staff to help. Residents that cannot walk spend prolonged periods of time in their rooms. I sent an email to the manager asking why our mother had been accepted to the unit when there weren't enough staff to deal with the residents already there and she did not reply. We are so happy that we have been able to move our mother to a small residential home where there is plenty of interaction with staff and she isn't left in her room most of the day.

Reply from Tori Pollard, General Manager at Brentwood Care Centre

I am sorry that you found the service lacking on the occasion that you visited. Balmoral is not our Dementia community, but I am pleased to hear from staff that your visit in the garden went well. Your Father frequently told us how he enjoyed our communities, activities, the gardens and the food he was served when he visited every other day. Your Mum's 1:1 carer ensured they spent quality time together. We are so pleased that Mum was able to move closer to Dad, as was the plan from the start. The journey across Essex was not easy for him, it is lovely that he remains in touch to keep us updated on how they both are. Concerns can be raised directly to the team, a number of whom spoke to you during your visit, perhaps you felt unable to discuss concerns at that time which is understandable. We welcome all feedback so if you could forward your email we will look into your concerns as we have not received it. We wish both your Mum and Dad well for the future.

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Review from Joy E (Wife of Resident) published on 12 May 2022
Submitted via Postal Card • Report

Overall Experience

My husband was transferred from hospital into Brentwood Care Centre, initially on a temporary basis. He very soon settled into the new surroundings and routine and is now very happy. The staff are very friendly and caring towards him and I am so grateful he was able to stay there on a permanent basis

and did not have to be moved. Thanks to all staff from management down.

Reply from Tori Pollard, General Manager at Brentwood Care Centre

It has been amazing to work with you as a family and be part of your journey into care. Always lovely to receive such positivity and to know that we have made a difference. Thank you for the lovely review!

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Review from Mike F (Brother of Resident) published on 1 April 2022
Submitted via Website • Report

Overall Experience

The reception staff were always welcoming, friendly and helpful. The nursing staff were caring and professional at all times. The care home is well run, clean and tidy. In all respects deserves five stars.

Reply from Tori Pollard, General Manager at Brentwood Care Centre

It was a pleasure to welcome you and your family member to our home and I thank you for such positive feedback, which will be shared with the team.

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Review from Jacqueline A (Daughter of Resident) published on 22 March 2022
Submitted via Website • Report

Overall Experience

Our dear mother was not here long and for palliative care. The amazing staff were exemplary, both medically and personally. As a family we were totally supported by the management, to facilitate the transfer of our mum from a heartbreaking stay via the hospital, on arrival to the home. We were supported

with our visits as a family and end of life care. We all felt the compassion and caring consideration and support as we said our last goodbyes to our dear mum. Thank you, for your kindness and support at this very hard time. An amazing team that care. Thank you, from the bottom of our heart to the manager and two members of staff in particular.

Reply from Tori Sabbarton, General Manager at Brentwood Care Centre

It was so lovely to meet you all and I am truly thankful that we could provide the care and support for your mum, for you, and for your family at such a time of sadness. What an amazing family you have, so kind, polite and pleasant. Thank you for your review, I know it means a lot to the team and myself, to have your thoughts about our care and service. I will ensure the nursing and care team, receive this review.

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Review from Edwin D (Friend of Resident) published on 21 March 2022
Submitted via Postal Card • Report

Overall Experience

The staff are always pleasant and polite. Our friend has settled down well here. When we have been in the care home, the place has been immaculately clean and tidy.

Reply from Tori Pollard, General Manager at Brentwood Care Centre

Thank you for your review, we will pass on your positive feedback to the team.

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Review from Colin H (Grandson of Resident) published on 21 March 2022
Submitted via Website • Report

Overall Experience

For our family, this was a difficult decision, but the staff and the home have confirmed, the decision was the right one. Their care and warmth has been so reassuring and allowed us peace of mind. The home, in our family's view, has gone above and beyond in their care and to accommodate all and any

needs.

Reply from Tori Sabbarton, General Manager at Brentwood Care Centre

It has been our pleasure to care for your loved one and your family. Decisions about care are never easy to make and so it is lovely to receive your positive feedback about your experience. We will share your feedback with staff and thank you for taking the time to review our service.

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Review from Dawn L (Daughter-in-law of Resident) published on 17 March 2022
Submitted via Website • Report

Overall Experience

The majority of the staff were very helpful, caring and friendly. However, we did find that it was sometimes difficult to speak to people, because they were so very busy. We got the impression they were under-staffed, especially from a nursing perspective. There was one particular nurse, who was great

and very helpful, but unfortunately she wasn't there all the time. The management were very helpful and caring and when we had questions or concerns they were always addressed. The rooms are great and very clean.

Reply from Tori Pollard, General Manager at Brentwood Care Centre

Thank you for your feedback. The health and safety measures in place during the pandemic have made it more difficult for staff to stop and chat and I know it is hard when we have a number of visitors within the nursing community, at one time, for the nurse to get to speak to everyone. We do have nursing assistants working within the team who support the nurse and of course our dedicated care and support team. I see how this may feel that we are understaffed, but be assured we are not. It is simply that people are more spaced out within the community and therefore staff will be working in separate areas and not always visible.

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Review from June H (Daughter of Resident) published on 10 March 2022
Submitted via Postal Card • Report

Overall Experience

Excellent in every way.

Reply from Tori Pollard, General Manager at Brentwood Care Centre

Thank you for your review, feedback is very important to us and our team.

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Review from S B (Wife of Resident) published on 17 September 2021
Submitted via Postal Card • Report

Overall Experience

The staff have been very helpful regarding visits due to Covid. Unfortunately due to Covid, we haven't been inside so cannot stay.

Reply from Tori Pollard, General Manager at Brentwood Care Centre

Thank you for your kind review. Covid-19 has seen challenges for us all and we appreciate that experiences for families of our home have not been as they would normally be due to the restrictions. We have continued to facilitate visits in the garden, in our visiting pod and rooms as recommended by the government and this does limit families access inside in order to keep everyone as safe as possible. We hope you continue to stay safe and well.

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Review from S H (Sister of Resident) published on 7 September 2021
Submitted via Postal Card • Report

Overall Experience

All the staff have been very caring and always willing to discuss my sister's problems which has made me feel much better. The fact that she can have her hair washed regularly, washed and dressed on a daily basis as none of this was happening when she was at home, her self neglect was extremely worrying.

Reply from Tori Pollard, General Manager at Brentwood Care Centre

We appreciate your feedback, moving into care can be very emotional so I am glad the team have been able to support you through this. I completely agree we do have a great care team!

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Review from C O (Resident) assisted by family/friend published on 7 September 2021
Submitted via Postal Card • Report

Overall Experience

It is lovely here. Most of them are really nice. It is peaceful and quiet.

Reply from Tori Pollard, General Manager at Brentwood Care Centre

It is a pleasure to support you, thank you for reviewing our service it really helps us to understand how people feel about what we do.

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Review from J P (Son of Resident) published on 7 September 2021
Submitted via Postal Card • Report

Overall Experience

It is the people that are of consequence all have a deep affinity for all they care for.

Reply from Tori Pollard, General Manager at Brentwood Care Centre

Thank you for your great review, I am glad you see the care and understanding of our care team, with all they are in contact with.

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Review from J S (Daughter-in-law of Resident) published on 7 September 2021
Submitted via Postal Card • Report

Overall Experience

The staff are attentive and informative and have been excellent. They know all about my mother-in-law. They give me full and honest information. I feel they are brilliant, happy staff who enjoy their jobs.

Reply from Tori Pollard, General Manager at Brentwood Care Centre

It is a pleasure to receive your feedback which recognises our team and the impact they have to families we support and those residing at Brentwood Care Centre. Thank you for sharing your view.

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Review from L B (Daughter of Resident) published on 6 September 2021
Submitted via Postal Card • Report

Overall Experience

Dad moved here from a previous home, we moved him as we were unhappy with the standard of care. Our choice with Brentwood Care Centre was made on the care and professionalism from the managers. Dad has settled in and seems content considering the Covid challenges we feel as a family well supported.

Reply from Tori Pollard, General Manager at Brentwood Care Centre

Thank you for your review and for entrusting your Father into our care it is a pleasure to support you all.

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Review from D H (Son of Resident) published on 2 September 2021
Submitted via Postal Card • Report

Overall Experience

Very pleased with the way the care home is run.

Reply from Tori Pollard, General Manager at Brentwood Care Centre

Thank you for your review, we are very proud of every team member and the contribution they make.

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