Review from R F (Resident) published on 19 June 2018
Submitted via Postal Card • Report

Overall Experience

I like the staff and the place, service.

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Review from T G (Daughter of Resident) published on 19 June 2018
Submitted via Postal Card • Report

Overall Experience

My mother was in Chess House at River Court. I found my mother was looked after extremely well and she was treated with respect and dignity at all times, nothing was too much trouble for the staff. The staff also looked after us as a family, making sure that at times we were aware of my mum's condition

and what would be happening. Mum was kept pain free and comfortable right up to the end of her life. I would like to say a very big thank you to everyone that looked after my mum and us as a family. Thank you.

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Review from Dudley W (Resident) published on 18 June 2018
Submitted via Postal Card • Report

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Altogether satisfactory.

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Review from Anne G (Friend of Resident) published on 6 June 2018
Submitted via Postal Card • Report

Overall Experience

Staff are always friendly and caring but since they have been taken over, I have found on several occasions that residents are left in the day room with no staff around. I have walked all around and seen staff attending to individual residents in their rooms, but feel that at least one member of staff

should be in the day room at all times. I do not blame this on the staff whatsoever, but feel the company should employ more staff. I emphasise that I have NO complaints re staff.

Reply from Clare Sheehan, Careline Advisor at River Court Care Home

Thank you for your comments. I am very sorry that there appeared to be no staff in the lounge on the day you visited. I have addressed your concerns with every unit manager to reiterate the need for an allocated staff member to look after Residents in the communal area. Staff allocation will continue to be monitored on an ongoing basis.

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Review from Jane M (Daughter of Resident) published on 10 May 2018
Submitted via Postal Card • Report

Overall Experience

River Court Home is clean and comfortable, the rooms are bright and welcoming. The staff are friendly and appear to treat the residents with kindness and respect.

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Review from Angeline P (Daughter of Resident) published on 2 May 2018
Submitted via Postal Card • Report

Overall Experience

My mother is cared for in a compassionate way with lots of patience and understanding.

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

Overall Experience

My sister and I both find the care home very good. We do find the washing not so good especially white items, they seem to go grey very quickly. We think the food, on the whole, is very good, but it would be nice if they had some little treats, such as chocolate, sweets, crisps and chocolate biscuits.

There are occasions when we visit we can see our mum hasn't had her hair combed, also they seem to put the same clothes on her, when she has many clothes to wear, but on the whole things are quite good.

Reply from Clare Sheehan, Care Advisor at River Court Care Home

Thank you for your kind comments regarding the Home overall. HC-One has its own unique detergent products and chemicals for washing and laundry. The supplier visited the Home to discuss products and provide adequate training to staff which will hopefully address your concern. We sincerely apologise for the inconvenience caused. Kitchen staff have been requested to increase supplies of snacks and chocolate treats in all our units. We apologise that your mother was given the same clothing to wear and looked unkempt when you visited. This has been raised with the team who will continue to monitor to ensure all our Residents are well looked after.

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Review from Sheila M (Wife of Resident) published on 5 April 2018
Submitted via Postal Card • Report

Overall Experience

I am very happy with the care my husband is getting. All the staff very helpful. I am kept up to date with everything regarding him. All questions I ask are always answered best possible.

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Review from Thomas M (Son of Resident) published on 5 April 2018
Submitted via Postal Card • Report

Overall Experience

My dad is very happy here, that is all I was worried about when he came. He is looked after very well.

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Review from Joan A (Daughter of Resident) published on 3 April 2018
Submitted via Postal Card • Report

Overall Experience

My mother is happy and settled in River Court Care Home. I find the staff helpful when I ask any questions about my mothers care. I have phoned the unit and have had good feedback from the staff when I have any concerns about her. They have often phoned back to keep me up to date on my mother.

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Review from V S (Daughter of Resident) published on 27 March 2018
Submitted via Website • Report

Overall Experience

The staff at the home were fantastic in every way
Kind, caring, sympathetic to my mother's needs especially towards the end.
Consideration at all times and also with my family.
The family were always welcome any time and mum was taken care of like she was their own.

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Review from Ros (Daughter of Resident) published on 23 March 2018
Submitted via Postal Card • Report

Overall Experience

My mother presently resides in Hampermill Unit, where we visit very frequently. I am always extremely impressed the professionalism, cheerfulness and compassion of all the caring staff and nursing staff who are inevitably confronted with all manner of situations be they ones of companionship to the

ones of emergency nature. The care home was completely refurbished last year and the staff dealt with the inconveniences of this sort of operation in a very calm and controlled way. I would thoroughly recommend River Court Care Home to anyone considering either short-term or long-term care.

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Review from Julie (Daughter of Resident) published on 13 December 2017
Submitted via Website • Report

Overall Experience

My father was in Rivercourt for only a relatively short time but the care and attention he received was excellent. Nothing was too much trouble for the any of the carers to offer help when asked. We will be forever grateful for the attention he received and hope he felt the same although suffering from

Dementia. With his activeness, he had a smile on his face to the end so I'm sure he did.
The home had been refurbished when dad joined being very presentable and clean with new decor and furniture.
Our family would definitely recommend any families seeking a care home for a loved one.

Reply from Jayne Duck, Customer Services Administrator at River Court Care Home

So sorry to hear of your loss, please accept our condolences. Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments of our home and will share your comments with the home’s manager.

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Review from Bozena M (Daughter of Resident) published on 7 July 2017
Submitted via Website • Report

Overall Experience

The staff at Hampermill Unit of River Court are amazing. Although my mother speaks English, her Dementia has caused her to revert to her 1st language Polish. At times her behaviour can be challenging but staff have learned key words/phrases in order to communicate with her.
My mother is treated with

dignity and affection and I always have total confidence in staff's ability to care for her physically, emotionally and medically.
The managers at Hampermill are extremely efficient and communicate promptly medical or well-being concerns. Records are kept up to date.
The senior leadership team is accessible and members know each resident personally.
The open door policy operates efficiently.
The Admin Team is friendly and efficient and as 'first contact' do a brilliant job creating a welcoming atmosphere.

Reply from Jayne Duck, Customer Services Administrator at River Court Care Home

Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments of our home and will share your comments with the home’s manager

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Review from Joy L (Daughter of Resident) published on 31 May 2017
Submitted via Postal Card • Report

Overall Experience

Overall my mum is well cared for, sometimes there is not enough staff per residents, as they age they obviously need more. I am there 4/5days a week and help with my mum's personal hygiene. As my mum is now 99years she needs more help doing simple things.
A refurbishment is going on at the moment,

so not easy for the staff or residents as disruption to routine causes problems, but it is much needed in areas.

Reply from Simone Berkeley, Customer Service Advisor at River Court Care Home

Thank you for your review, we appreciate your feedback. We will discuss your feedback with the home’s manager to help them continually improve their service.

The Bupa Customer Care Team.

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Review from Stephen T (Son of Resident) published on 21 November 2016
Submitted via Website • Report

Overall Experience

Very happy that Mum is safe and being cared for. The staff couldn't do more. Mum loves the food which is generally very good and there's always a cup of tea available. I take my hat off to the staff who have an unenviable job but do it with a smile on their face.

Reply from Rose Pickering, Customer Service Administrator at River Court 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 Shirley M (Sister of Resident) published on 12 October 2016
Submitted via Postal Card • Report

Overall Experience

My sister only resided at Rivercourt for approximately 2 weeks before passing away but throughout this time, I found the staff very caring, and totally devoted to their residents. Treatment to me and my family was exceptional.

Reply from Jayne Duck, Customer services administrator at River Court Care Home

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

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Review from Liz F (Wife of Resident) published on 20 January 2016
Submitted via Postal Card • Report

Overall Experience

The home is light and bright and sunny. the lounge is well designed and staff can keep constant observation. the bedrooms are light and airy with adequate space. The staff are friendly and helpful and any issues are dealt with immediately if possible. My husband has been in the home for 4 years and

they have kept him alive on many occasions. Nothing is perfect but I would recommend it very highly, especially as I visit nearly every day so is a second home for me too! The gardens are well kept and accessible and the home is easy to reach. Sometimes there does not seem to be enough staff especially at weekends and I think relatives need to constantly check on events.

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Review from Clare H (Daughter of Resident) published on 17 November 2015
Submitted via Postal Card • Report

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The staffing levels and standard seem to have declined recently. On several occasions my mother has been left in her nightie, soiled and with her teeth missing. The staff had tried to get her to change but she had refused. But they should have a plan for each resident with ways that they can use to

persuade them or as I did yesterday just get a wheel chair and away you go.

Reply from JW, ME at River Court Care Home

We take all comments extremely seriously and are very disappointed to hear that you are unsatisfied with your experience of care at one of our homes. Our residents’ health and wellbeing is our absolute priority. We would like to contact you so that we can discuss this in more detail and investigate it fully. Please can you contact our customer services team by emailing feedback@bupa.com so that we can discuss this feedback further.

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Review from Jane K (Relative of Resident) published on 27 October 2015
Submitted via Postal Card • Report

Overall Experience

My father;s cousin has been a resident of River Court for six months. During this time I have noticed how kind and caring the staff have been to him, who is not always an easy man to look after. The only time things went wrong was when he was taken outside for the fete. It was a cold day, although sunny,

and his wife, found him outside very cold and miserable. He was sitting in a wheelchair and wanted to be back in bed. I did not see this myself, but his wife told me about it. I like River Court and I am pleased that my father'c cousin is with you. Thank you all very much.

Reply from River Court Care Home, Bupa Care Homes at River Court Care Home

We take all comments extremely seriously and are very disappointed to hear that you are unsatisfied with your experience of care at one of our homes. Our residents’ health and wellbeing is our absolute priority. We would like to contact you so that we can discuss this in more detail and investigate it fully. Please can you contact our customer services team by emailing feedback@bupa.com so that we can discuss this feedback further.

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