Review from E L (Resident) published on 18 September 2019
Submitted via Postal Card • Report

Overall Experience

I can't think of anything negative aside from waiting a long time when staff are 'buzzed'. I do realise that not everyone can have their meds attended to at the same times.
I am about to transfer to a physio unit and will miss not only the room but most of all the staff, who are incredibly warm and

responsive.

Reply from Greta Narbutaityte, Customer Adviser at Broad Oak Manor Care Home

Thank you for your feedback. There is always something we can improve so we really appreciate you taking the time to leave your comments.

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Review from Marilou M (Wife of Resident) published on 16 August 2019
Submitted via Postal Card • Report

Overall Experience

I was very pleased that my husband had very caring staff to care for him on Broad Oak Manor. I found the staff had acted professionally, understanding and compassionate and tolerant with my husband's needs. I hope that my husband hasn't been much of a headache to them. I'm very grateful to all the staff,

also Broad Oak Manor is a very ideal place in a nice setting in the community.

Reply from Greta Narbutaityte, Customer Adviser at Broad Oak Manor Care Home

Thank you for your praise, Marilou.

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Review from Linda L (Daughter of Resident) published on 14 May 2019
Submitted via Postal Card • Report

Overall Experience

Mum was admitted to Broad Oak Manor Care Home in October 2017. After all the horror stories about care homes we were naturally concerned about her care and treatment but we had had two unsolicited recommendations from a friend and a doctor so we entrusted her to their care. We were not disappointed,

she was treated kindly and professionally and with dignity throughout her stay and her end of life care and support for her family were second to none.

Reply from Greta Narbutaityte, Customer Adviser at Broad Oak Manor Care Home

Thank you for your kind words. It is always nice to hear from family members feeling like their loved one has been cared for and looked after. Thank you for trusting Broad Oak Manor with your mother's care.

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Review from S A B (Daughter of Resident) published on 4 December 2018
Submitted via Website • Report

Overall Experience

The care provided was exemplary, the staff were very sympathetic and considerate to both our mother and to us. They treated Mum with compassion even in the most distressing situations as she was bedridden. Their many kindnesses made her stay comfortable and contented. We were informed of the changes

in mother's health and the staff looked after her in her last hours with dignity and respect.

Reply from Josephine Gaupholm, Customer Adviser at Broad Oak Manor Care Home

Thank you for your review of Broad Oak Manor Care Home. We're pleased to hear that your mother was treated with kindness and compassion, and are sorry to hear about your loss. We will share your comments with the home manager. Our deepest sympathies, the Bupa Customer Care Team

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Review from A H (Resident) published on 19 September 2018
Submitted via Postal Card • Report

Overall Experience

I came to have respite care for two weeks, after postoperative surgery on my heart.
Where to staff and support facilities allowed for much improvement in my recovery from surgery and future recovery of my condition.

Reply from Josephine Gaupholm, Customer Adviser at Broad Oak Manor Care Home

Thank you for your review of Broad Oak Manor Care Home. We are pleased to hear that you have had a positive experience with the home and appreciate your comments regarding how the support and facilities helped you recover postoperatively. We will share your comments with the home's manager. The Bupa Customer Care Team.

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Review from D U (Resident) published on 15 May 2018
Submitted via Postal Card • Report

Overall Experience

For the first twelve months, I didn't think that I would settle down because I had given my home up and it was a huge change. After the twelve months, I realised I was actually quite happy here.

Reply from Gabriella Mills, Customer Adviser at Broad Oak Manor 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 are pleased to hear that you have settled in and feeling happier in the home. However, we will discuss your feedback with the home's manager to continually improve their service. The Bupa Customer Care Team.

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

Overall Experience

I love this place, marvelous and excellent care.

Reply from Holly McGough, Customer Adviser at Broad Oak Manor Care Home

Thank you for such an excellent review, we are pleased to hear about your positive experience and value your feedback of our home and will share your comments with the Broad Oak Manor management team. Bupa Customer Care Team.

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

Overall Experience

I am very happy and get looked after well. Staff are good and I am content here.

Reply from Holly McGough, Customer Adviser at Broad Oak Manor Care Home

We're very pleased to hear that you are enjoying your stay at the care home, we will share your comments with the manager. Bupa Customer Care Team.

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Review from R D (Son of Resident) published on 27 April 2018
Submitted via Postal Card • Report

Overall Experience

Consistent, considerate and affectionate care to a, largely, unresponsive, elderly lady.

Reply from Jayne Duck, Customer Service Administrator at Broad Oak Manor Care Home

Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments about our home.

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Review from B H (Resident) published on 9 April 2018
Submitted via Postal Card • Report

Overall Experience

I find the home very friendly, kind and caring. Always treated with care and respect and dignity. Made to feel at home by everyone at Broad Oak Manor. I am able to go out with my friends and family and I don't feel like I am missing out.

Reply from Natalie Krisman, Customer Services Administrator at Broad Oak Manor Care Home

I'm really happy to hear you're enjoying life a the homes as well as quality time with friends and family. Thank you for sharing this.

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Review from Erica O (Resident) published on 9 April 2018
Submitted via Postal Card • Report

Overall Experience

Well looked after - warm - well fed - friendly atmosphere - I feel safe. My children know I am safe and it gives them peace of mind.

Reply from Natalie Krisman, Customer Services Administrator at Broad Oak Manor Care Home

I'm really glad to hear you feel comfortable and safe in our home. Thank you so much for your review.

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Review from Patricia W (Daughter of Resident) published on 13 February 2018
Submitted via Website • Report

Overall Experience

My mother stayed here for palliative care. Whilst she sadly only stayed here for 1 month, during her stay the staff did everything in their power to make it enjoyable, comfortable and homely. It was a clean and well maintained environment. She was treated with the greatest respect and care. The nurses,

carers, maintenance and catering staff were professional, friendly, compassionate and genuinely took an interest in the welfare and lives of the residents. They kept us informed of the changes in my mother's health and in her last hours provided both her and our family, with all the support we needed. They handled the situation with dignity and respect.

Reply from Jayne Duck, Customer Services Administrator at Broad Oak Manor Care Home

So sorry to hear of your loss, please accept our condolences. Thank you for your review and kind words. I hope that in time when you look back on the short time that your mother spent with us it gives you comfort knowing that she was well cared for.

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Review from P F (Daughter of Resident) published on 30 January 2018
Submitted via Postal Card • Report

Overall Experience

On July 2017 there was an afternoon tea arranged by the activity staff. Due to the weather, it was held in the dining room and was a great success. The food was lovely and the entertainment was superb.
A good time was had by all. A big thank you to to the ladies that organised it and all the staff

that helped too.

Reply from Jayne Duck, Customer services administrator at Broad Oak Manor Care Home

Thank you for your review. I'm so glad to hear that a good time was had by all and I hope that you enjoy things that are on offer this year.

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Review from David S (Son of Resident) published on 2 January 2018
Submitted via Postal Card • Report

Overall Experience

Personally speaking, I have found all members of staff to be friendly, helpful and dedicated. The home is always inviting, clean and tidy. The room my mother has is a good size and provides her with all she needs. My mother has expressed some concern about how long it can take when needing assistance

but has grown to understand that staff are extremely busy caring for all residents and not just her. An aside - they could do with more external lighting at the end of the parking area.

Reply from Jayne Duck, Customer Services Administrator at Broad Oak Manor Care Home

Thank you for your review. 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.

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Review from Dennis W (Husband of Resident) published on 2 January 2018
Submitted via Postal Card • Report

Overall Experience

My wife has had to hemorrhagic bleeds which has left her paralised on her right side and with apraxia so she has special nursing needs which are catered for very well and the carers give her a lot of attention.

Reply from Jayne Duck, Customer Services Administrator at Broad Oak Manor Care Home

Thank you for your review. It is lovely to hear your kind words about our staff and that your wife is been well cared for.

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Review from James E (Son-in-law of Resident) published on 14 August 2017
Submitted via Website • Report

Overall Experience

Just before my father-in-law’s terminal illness diagnosis, he needed some short-term respite. We chose Broad Oak Manor as we felt it was the best home, it’s set in peaceful surroundings and the staff were lovely.
Despite not wanting to leave his own home, our relative really took to staying there.

Each room had a flat screen TV, ensuite facilities and internet connection for those with a smart phone/tablet. There’s easy access around the building and call buzzers to attract staff.
The home is clean and residents eat meals in the communal area or their own rooms, taking part in activities if wanting to.
The biggest assets are the staff who are very attentive, treating residents with dignity, care and respect and they keep residents safe. Staff always made us feel welcome and we’d recommend Broad Oak to anyone. Our loved one eventually passed away from his terminal illness and we’ve missed seeing the staff since but we hope to see them at one of their barbeque days later this year.

Reply from Jayne Duck, Customer Services Administrator at Broad Oak Manor Care Home

So sorry to hear of your loss. Please accept our condolences. Thank you for your review, it is lovely to hear that our staff are appreciated and we hope to see you again soon.

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Review from J J (Wife of Resident) published on 27 July 2017
Submitted via Postal Card • Report

Overall Experience

My husband's dementia had deteriorated so the management helped to find a home more appropriate.

Reply from Jayne Duck, Customer Services Administrator at Broad Oak Manor 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 David L (Son of Resident) published on 6 June 2017
Submitted via Website • Report

Overall Experience

My 93-year-old mother was booked for 2 weeks respite/convalescence care here on a self-funding basis, but I moved here elsewhere after 12 days. For the most part, the nursing staff, carers and male support staff were very helpful and friendly, and to be fair, my mother (having previously lived independently)

did not take to being here from the outset.
However, the W.C seat in her toilet was not properly fixed (both hinges were broken), the handles for both taps were broken, the sink basin plug did not fit, and a plastic washing up bowl was wedged into the sink presumably to stop it emptying, in all rendering the in-room washing facilities virtually unusable.
The room was not cleaned at weekends. My mother chose to have meals served in her room rather than in the ground floor dining area, in consequence of which meal times were erratic, the food was cold when it arrived and she was regularly missed from the afternoon tea round. I accept that this was the wrong type
of accommodation for my mother who required residential convalescent care rather than full-on nursing care but my impression is that the staff have too much work to do dealing with patients in far worse health than my mother, and to that extent I accept that this was the wrong type of accommodation for my mother who required residential convalescent care rather than full-on nursing care.

Reply from Jayne Duck, Customer Services Administrator at Broad Oak Manor 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 David S (Son of Resident) published on 19 April 2017
Submitted via Postal Card • Report

Overall Experience

Broad Oak Manor is a haven of peace, calm and respect for its residents. It is beautifully situated with lovely gardens and three lounges. The resident's rooms are clean, well maintained and easily accessible. The homes main attribute, however, is its staff who without exception are caring, loving and

attentive of all their residents. The care they give each of them is outstanding. All of these factors were in evidence during my mother's last days at the home. The nursing staff could not have been more sympathetic and understanding. Thank you to all at Broad Oak Manor.

Reply from Emily Wilson, Customer Service Administrator at Broad Oak Manor Care Home

Thank you for sharing your lovely review with us, we really appreciate your feedback. I am so pleased that you are happy with Broad Oak Manor, and the care and support they provided for both you and Mother. The Bupa Customer Care Team.

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Review from R H (Daughter of Resident) published on 5 April 2017
Submitted via Postal Card • Report

Overall Experience

The care home staff were kind and helpful. My mother was well cared for and comfortable in her surroundings.

Reply from Emily Wilson, Customer Service Administrator at Broad Oak Manor Care Home

Thank you for sharing your kind feedback, I am pleased that you would recommend Broad Oak Manor to others. The Bupa Customer Care Team

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