Review from Ian A (Brother of Resident) published on 26 January 2024
Submitted via Postal Card • Report

Overall Experience

Any initial concerns regarding the care home were completely forgotten from the moment my brother entered. We were very impressed by every member of staff, admin, nursing, care workers, maintenance and activity team. All first class, exceptional! This home is friendly, clean, helpful and caring! Five-star

rating.

Reply from Sia Lebbie, Reviews Team at Maidstone Care Centre

Dear Ian, thank you so much for taking the time to share your positive experience and leaving us a 5-star rating. We are thrilled that we could give you reassurance from the onset and have since provided you and your brother with top-notch services. Your feedback is invaluable to us, and we are committed to consistently providing excellent care for your brother.

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Review from R N (Son of Resident) published on 25 January 2024
Submitted via Postal Card • Report

Overall Experience

I find the care good for my mum and she is made to feel comfortable and her needs are met. She has a good spacious room with a great outlook. The staff at the home are both friendly and efficient and it has a good feel around the home. The facilities are good although she is unable to make the most

of them.

Reply from Sia Lebbie, Reviews Team at Maidstone Care Centre

Dear Robert, we take great pleasure in hearing that your mum feels comfortable and is being catered to well. Creating a welcoming and supportive atmosphere is a priority for us, and we're glad that it reflects in the overall feel of the home. We understand that your mum is unable to make the most of the facilities, and are constantly evaluating our services to see how best we can enhance her experience and other residents in similar positions.

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Review from Roderic H (Husband of Resident) published on 25 January 2024
Submitted via Postal Card • Report

Overall Experience

My wife has now been in Maidstone Care Centre for over two years and for this, I am very grateful. The standard of care my wife receives is first class, not just for its professionalism but it's administered with affection and open friendliness. In the past two years, my wife has been free of infection,

not even a cold. The food given is done so with a concern for what my wife would like as well as what would be in her best interest. Long may it continue.

Reply from Sia Lebbie, Reviews Team at Maidstone Care Centre

Dear Roderic, we are deeply grateful for your thoughtful and positive review. It warms our hearts to hear that your wife has been a part of the Maidstone Care Centre for over two years, and we sincerely appreciate your trust in us. The acknowledgement of the first-class care provided is truly heartening, and we're delighted to have created an environment that feels welcoming for both residents and their loved ones. We also appreciate your mention of the consideration given to her food preferences, reflecting our dedication to personalised care. We look forward to continuing to provide exceptional care for your wife.

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Review from Suzi P (Daughter of Resident) published on 23 January 2024
Submitted via Website • Report

Overall Experience

When my Mother first came to Maidstone Care Centre in September I felt we had been lied to as it definitely didn't live up to what we had been told when viewing Maidstone Care. At the time there was a temporary manager and for the first six weeks, I would go as far as to say my Mother was being neglected.

This all changed when a new lady became manager we had a few 'heated' meetings but she asked me to give her some time to turn things around and in a very short time she did exactly that. She runs this care home with strong leadership but also with caring and empathy. If possible I would clone the carers as these ladies go beyond what is expected of them and every care home needs the likes of them. There is also a good relationship not just with my Mother but with myself and the manager's door is always open.

Reply from Sia Lebbie, Reviews Team at Maidstone Care Centre

Dear Suzi,
We genuinely appreciate your candid feedback and the time you took to share your experience with us. We regret that your initial impression did not align with the expectations set during the viewing, and we apologise for any inconvenience this may have caused. We acknowledge the challenges faced during the transitional period, and we appreciate your patience and understanding. We understand the crucial role our carers play in providing exceptional care, and we appreciate your recognition of their efforts. We are also pleased that the current manager is demonstrating strong leadership with care and empathy, fostering a positive environment within the care home. We value your input and are dedicated to continually improving the care and services we provide.

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Review from Charlie F (Brother of Resident) published on 16 January 2024
Submitted via Website • Report

Overall Experience

We are happy with everything here at Maidstone Care Centre, my brother is very happy and contented even joining in with activities which he didn’t do at home. We feel he is very well looked after by the staff here.

Reply from Sia Lebbie, Reviews Team at Maidstone Care Centre

Thank you for your lovely review. We are glad that you and your brother are happy with the care being provided. I will share this with the team.

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Review from Richard C (Son of Resident) published on 15 January 2024
Submitted via Postal Card • Report

Overall Experience

Mum has been in the home for a year now and I am delighted with the care she has received throughout her time here. The staff will always take time to discuss any issues or leave a message. I appreciate that staff will not push residents to do things but with lots of staff dealing with mum, some were

not aware they should call me if she declined a bath/washing - a note on her file would have avoided this and ensured mum was bathed - Issue now resolved.

Reply from Sia Lebbie, Reviews Team at Maidstone Care Centre

Thank you for your feedback, it is very valuable to the home and the team. I am glad that any issues have now been resolved.

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Review from Deborah H (Daughter-in-law of Resident) published on 11 December 2023
Submitted via Website • Report

Overall Experience

First impressions were good but soon realised how short-staffed this home is which impacts on care. My relative was found slumped in her bed and dehydrated as lack of staff to attend to her in the mornings or even open the curtains. Record keeping is poor, test results not recorded and we weren't kept

informed. No medical records could be found for Paramedics. My relative sadly passed away and we were left to it with no support or even offered a cup of tea as we had not had anything to eat or drink. We were told to clear the room as soon as she had passed. No contact after and they held on to funds for 3 months that were provided for extras. Only then sent to us as we questioned it, not sure how long it would have been kept for. Admin is therefore inadequate and follow-up care for the relatives after death is non-existent.

Reply from Abigail Draper, Customer Relations Team at Maidstone Care Centre

Thank you for your feedback, we have taken seriously the issues which you have raised within your review. We want to express our sadness that on this occasion, during such a sensitive time for you all that we didn't meet your expectations and our high standards; which are demonstrated by other recent reviewers seen here. We would also like to apologise for any missed opportunities to support and resolve your concerns and questions in a way which satisfied you. All feedback is valued and our aim is to always provide kind, compassionate care and support.

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Review from Liz D (Daughter of Resident) published on 30 November 2023
Submitted via Postal Card • Report

Overall Experience

Excellent service and exceptional care for my mum. The nursing care was professional, thorough and so kind. The healthcare assistants treated my mum with great care and dignity. The activities team encouraged my mum to participate, which is essential for her mobility and are a real asset to the wellbeing

of the residents. My only disappointment was the laundry service - lots of missing items never to be found despite labelled with name and room!

Reply from Abigail Draper, Customer Relations Team at Maidstone Care Centre

Thank you for taking the time to leave a review for our home, the team at Maidstone Care Centre are passionate about the high standard of care and dignity we provide at the home. We value all feedback as this helps us to develop all areas of our home and the facilities.

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Review from Kevin E (Son of Resident) published on 29 November 2023
Submitted via Postal Card • Report

Overall Experience

Recently, under new management, residents and their families have been assured that any concerns and suggestions for improvement will be heard and acted upon if at all possible. New, permanent staff replacing agency help, especially at weekends, have been trained and introduced. All staff, from office

to carers are very helpful and available. The lifestyle staff make a great difference to residents' well-being and it would be a huge benefit for this to be extended more to cover weekends.
The home is always warm, welcoming, clean and bright, thanks to the efforts of the maintenance and domestic team. Food and drink are plentiful and the catering staff provide a really appetising range of meals and snacks. Entertainment is first-class and always engages residents who want to participate. Overall, a very good environment for loved ones to be cared for.

Reply from General Manager at Maidstone Care Centre

Thank you for taking the time to give your feedback. It is very much appreciated, our aim is to provide all-round excellent care to our residents. I will pass on this lovely review to the team.

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Review from Daran S (Son of Resident) published on 5 October 2023
Submitted via Website • Report

Overall Experience

My Mother was placed at Maidstone Care Home two years ago. There have been 3 changes of management since then - the most recent not being communicated. The last manager provided much assurance on changes to full-time dedicated staffing as opposed to ongoing agency staff. This did begin to show improvement

so hopefully will continue. Overall the level of care and attention from the staff for my mother is good. However, the facilities are average to poor. Her room is somewhat shabby, lacking attention to maintenance issues. Having seen others, there is no consistency. The events team deserves to be fully praised for their engagement and caring approach to residents as individuals. They always make time for a catch-up chat when I visit ad-hoc. The company suffers from a lack of administration which is noted in external audits. Minutes from Relative Meetings have never been sent as promised. There is much that is good at the Care Home but much room for improvement on basic services.

Reply from Abigail Draper, Customer Relations Team at Maidstone Care Centre

Thank you for taking the time to review & share your experience of the service. We understand a change in management can be unsettling for families & residents. There has been a recent recruitment drive to reduce the use of agency & hope to appoint into our vacant care hours & minimise any use of agency. Thank you for sharing that the care & attention your mother receives is good. Our staff have a reputation for being very caring towards our residents, & care is a big part of our ethos. We’re currently undergoing a schedule of works & are also updating some furnishings. If you discover any maintenance issues when you visit, please do raise these with staff. Thank you for sharing your experience with our lifestyle team. They are very dedicated to making our residents' lives happy. We endeavour to get all minutes from meetings delivered within 24 hours. We acknowledge that this has not always been the case & take your comment on board as an area for improvement.

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Review from M P (Daughter of Resident) published on 13 September 2023
Submitted via Postal Card • Report

Overall Experience

Dad seems to be in same clothes and hardly ever shaved and smells. Overall it's not a bad place but I do have issues. We put my dad in the home due to the old manager singing its praises, but he has left and not really been told why and not met new manager. The nurse who used to keep me informed also

seems to have gone, so I can't comment on new nurses and can't really comment on care staff, I don't really see them. One lady who does stand out is very happy and good with my dad but dad does seem OK being there. Bedsheets are always dirty.

Reply from Mark Bennett, Senior Management Team at Maidstone Care Centre

We appreciate all feedback regarding care quality at Maidstone Care Centre. We are saddened that the overall experience has not been positive and we do apologise. Whilst we cannot divulge personal information online we would be more than happy to meet you at a day and time convenient to you to discuss this matter further. Maidstone Care Centre want to ensure all residents and resident's family members have a positive experience in the residents' home.

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Review from Sarah E (Granddaughter of Resident) published on 16 August 2023
Submitted via Website • Report

Overall Experience

Staff are very friendly and attentive to my grandmother. One staff member today was particularly friendly and caring. She knew my grandmother well and her love for ice cream and had brought her some. Small things like that make a difference. Thank you.

Reply from General Manager, General Manager at Maidstone Care Centre

Thank you for taking the time to send your review Sarah. It's good to hear that you find our team to be very friendly. Many thanks.

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Review from Malcolm G (Husband of Resident) published on 31 July 2023
Submitted via Postal Card • Report

Overall Experience

We had a very good experience for the two weeks' respite, all staff were very helpful and helped my wife with all her needs. Well done to all at this centre.

Reply from Abigail Draper, Customer Relations Team at Maidstone Care Centre

Thank you for taking the time to leave a review. We're really pleased to hear that your wife had a good experience whilst staying at Maidstone Care Centre. We really appreciate your feedback and we will pass it on to the team at the home.

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Review from J S (Brother of Resident) published on 25 July 2023
Submitted via Postal Card • Report

Overall Experience

To support my brother at his betrothal ceremony. I attended the event with an estimated 40 other guests, held in the garden of Maidstone Care Centre. The friendly provision of facilities and food by the local management and staff enabled the event to pass with maximum success and was a credit to all

involved, not least to my brother and his partner. Thank you!

Reply from Kerry Cattell, General Manager at Maidstone Care Centre

Thank you so much for taking the time to review our care home. Your brother's betrothal ceremony was indeed an amazing event. We will all hold many happy memories of the day, for years to come.

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Review from Ann D (Daughter of Resident) published on 18 April 2023
Submitted via Postal Card • Report

Overall Experience

My mum arrived at the home ill and frail, after three months in the hospital.
The staff have been kind in listening and supporting her to eat and walk again.

Reply from General Manager, General Manager at Maidstone Care Centre

Thank you so much for your valuable feedback. We loved looking after your mum and wish her all the very best in her new home. We have taken note of your comments and ratings which are useful in helping us to improve on what we do and do more of what we do well. Take care and thank you again.

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Review from Paula H (Daughter of Resident) published on 26 January 2023
Submitted via Postal Card • Report

Overall Experience

My father has been in the Maidstone Care Centre since July 2022. He is warm and fed and attention is given to his hygiene - hair, nails, shaving etc. Detailed records are kept on his health and well-being, with doctors and nurses available to deal with any problems. Regular medication is given. He has

companionship (including the budgie) and activities to join in. All the staff are friendly and polite. I'm happy to know that he is safe and well cared for.

Reply from Abigail Draper, Customer Relations Team at Maidstone Care Centre

Thank you for taking the time to leave a review with such wonderful comments.

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Review from Lia H (Daughter-in-law of Resident) published on 23 January 2023
Submitted via Postal Card • Report

Overall Experience

A wonderful care home with extremely nice people. I feel that the food is very good from what I've seen but my father-in-law constantly complains so I've rated it as 'Satisfactory'.

Reply from General Manager, General Manager at Maidstone Care Centre

Thank you so much for reviewing Maidstone Care Centre. Your comments and ratings help us to improve what we do and do more of what we are good at. I have taken note of your comment on the food and will pass this on to our kitchen team for review. We would welcome your thoughts on improvements once the review has taken place. Please also feel free to pop into the general manager's office or catch me when I am walking around the home if you would like to chat over a cup of tea. Thank you again.

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Review from J S (Resident) published on 23 January 2023
Submitted via Postal Card • Report

Overall Experience

Some things are annoying, but overall it is comparable to other care homes. A lack of activities means that there is room for improvement, but I could say the same for other care homes. I have received first-class medical attention and nursing care.

Reply from General Manager, General Manager at Maidstone Care Centre

Thank you so much for your review of Maidstone Care Centre. We welcome your comments and ratings as this helps us to improve what we do. I have taken note of your comments regarding Activities. We are working hard with our new Lifestyle Team to add to our engagement with people we support and have plans in place. We are also planning more time out for the wonderful people we support and now have the support of two companies that provide specialist transport services to enable access to days out and the community. Our Lifestyle Team will keep you posted.
In the meantime, please feel free to ask for the General Manager if you would like to chat about anything at all. Thank you again.

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Review from Y C (Niece of Resident) published on 3 January 2023
Submitted via Postal Card • Report

Overall Experience

Overall, I was really happy with my aunt staying in the home. Although my aunt could no longer join in the activities, the activity team often popped in and chatted with her.
Sister was excellent in keeping me up to date with Aunt's progress - good or bad.
Would recommend this to anyone looking

for a good care home.

Reply from General Manager at Maidstone Care Centre

Thank you so much for taking the time to complete a review on carehome.co.uk. Thank you also for your lovely words. Reviews are such an important tool for us to improve the care that we deliver and to do more of what we do well. Your loved one was a pleasure to care for, and we hope that you will visit us soon - there is always a cuppa on offer!

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Review from S T (Daughter of Resident) published on 2 December 2022
Submitted via Postal Card • Report

Overall Experience

I always receive a warm welcome from all staff at the home, whether it's from the maintenance, nursing, activities, management or catering team. As I've been visiting my mother here for a long time, I have witnessed a lot of change through trying times, but remain hugely grateful for the care shown

to my mother throughout. I'm hopeful for further improvements in premises and facilities under the new management.

Reply from General Manager at Maidstone Care Centre

Thank you so much for reviewing our care home. Maidstone Care Centre relies on people we support and their families to let us know what they think and feel about the care and services delivered in your relative's home. As you point out, we have a new management team in place. We are dedicated to making sure that Maidstone Care Centre continues to improve and eventually becomes an outstanding home for your loved one. We will keep you up to date with progress and will be publishing our meeting dates for the relatives' get-togethers for the next 6 months soon. In the meantime, please feel free to contact us at any time or pop into the manager's office to say hi when you are here... A cuppa is always on offer! Thank you again.

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