Pilgrims Way Nursing Home

10 Bower Mount Road, Maidstone ME16 8AU
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7.5 70 Reviews
  • Pilgrims Way Nursing Home, Maidstone
Pilgrims Way Care home is family run and has been established for almost 27 years.

It is committed to providing high standards of care in a safe and comfortable environment 24 hours a day. It has a bright, warm
And friendly atmosphere as you walk in. The staff are friendly and helpful and the home is very clean and also decorated to a high standard.

It is located on the outskirts of Maidstone:

Easy access to motorway
Local transport links
Convenient to London

Set in beautiful, well-kept gardens, Pilgrims Way is a 64-bed purpose built home which is registered for both nursing and residential clients.

Pilgrims Way also has a separate unit known as the Coach House located behind the main home which has 16 residential beds. The whole home as recently under gone a complete refurbishment but has retained its character and charm. It is the residents home and has a warm and friendly environment with lots of natural light which is important for the individuals total well being. Many rooms offer access to their own outside space.

En-suite rooms are also available within the Coach House and main Care Home. The admission age at Pilgrims Way is normally 65 - however, individual cases will be considered. The newly refurbished coach house is now ready to be opened to admissions December 2017.

Pilgrims Way Care Home is committed to the highest standard of care and they are members of several quality standard Care Home Associations. These are the Care Quality Commission and National Care Standards Commission. It has an excellent repretation within the area.

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Care Provided by Pilgrims Way Nursing Home

  • Primary Care Categories
  • Dementia
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Care Types Provided
  • Dementia Nursing Care
  • Dementia Residential Care
  • Nursing Care
  • Residential Care
  • For a maximum of 76 Service Users
  • Privately Owned
  • Care Offered
  • Alzheimer's
  • Cancer Care
  • Cerebral Palsy
  • Colitis & Crohn's Disease
  • Epilepsy
  • Hearing Impairment
  • Motor Neurone Disease
  • Multiple Sclerosis
  • Orthopaedic
  • Parkinson's Disease
  • Speech Impairment
  • Stroke
  • Visual Impairment
  • Other Care Provided
  • Convalescent Care
  • Own GP if required
  • Palliative Care
  • Physiotherapy

Good to Know

  • Owner
  • Pilgrims Way Care Ltd
  • Person in charge
  • Cara Lean (Registered Home Manager)
  • Admission Criteria
    • Assessment required
    • Ages 65+
  • Room Information
    • Single Rooms (44)
    • Couples/Companion Rooms (16)
    • Single Rooms with ensuite Wet Room (5)
  • Care Home Design/Build
    • Purpose Built: No
    • Last Refurbishment: 2011
    • Number of floors: 2

Funding & Fees Guide for Pilgrims Way Nursing Home

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • NHS Continuing Healthcare (CHC) Funding
  • Weekly Charges per Person
    • Self-Funded Residential Care £1,000 – £1,400
    • Self-Funded Residential Dementia Care £1,000 – £1,400
    • Self-Funded Nursing Care £1,000 – £1,400
    • Self-Funded Nursing Dementia Care £1,000 – £1,400
    • RESPITE Self-Funded Residential Care £1,000 – £1,400
    • RESPITE Self-Funded Residential Dementia Care £1,000 – £1,400
    • RESPITE Self-Funded Nursing Care £1,000 – £1,400
    • RESPITE Self-Funded Nursing Dementia Care £1,000 – £1,400

  • All of our rooms are currently single occupancy although dual occupancy for couples can be considered in a larger room
  • (these prices are only a guideline, please contact Pilgrims Way Nursing Home to find out the exact price for your requirements)

Facilities

  • Close to Local shops
  • Gardens
  • Lift
  • Near Public Transport
  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Phone Point in own room
  • Residents Internet Access
  • Smoking not permitted
  • Stairlift
  • Television point in own room
  • Wheelchair Access
  • Visiting

  • The home encourages people to view at any time and an appointment is not required


  • Parking

  • The home has ample parking off road available


Pilgrims Way Nursing Home Reviews (70)

Total of 70, showing 1-20
7.5

Pilgrims Way Nursing Home has a Review Score of 7.5 (7.533) out of 10, based on 9 reviews in the last 2 years. Over all time Pilgrims Way Nursing Home has 70 reviews.

Overall Experience

  • 53
  • 12
  • 1
  • 0
  • 4

Date Published

70
2
4
9
61

Review from Martyn S (Son of Resident) published on 7 January 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My father spent the last year of his life in Pilgrims Way Nursing Home. At all times he was cared for in a professional, patient and caring manner. On numerous occasions, he told me that he liked being there. In my opinion, the staff and standard of care were excellent and they always kept me informed
as to what was going on. I would recommend this care home without reservation, thank you for looking after my father so well.

Reply from Cara Lean, Manager at Pilgrims Way Nursing Home

Thank you for taking the time to share the positive experience your father had while living at Pilgrims Way. We're so pleased to hear that the care given really did make a difference for him and your family. Thank you for the kinds words they will get shared with the team.


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Review from P S (Son of Resident) published on 13 October 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

When my mum came here she was bedbound and mostly sleeping. The care home got her up out of bed to sit in the lounge for her lunch and activities. It's amazing to see and made a massive difference.
The care home is always clean, she is well looked after. Always plenty of friendly and helpful staff
around.

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Review from Antony L (Son of Resident) published on 27 August 2024
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

My father died in early January 2024. Pilgrim Way tried to charge me for the month of January after he had died. The managers can't communicate with the owner. There is hardly any entertainment or trips out for the residents. The way they charge on a four-week basis is done in an unprofessional way,
as the so-called accountant is working part-time. You end up with another month to pay when your loved ones die. Absolutely all about the money. No one ever answers the phones, total lack of communication. Would not recommend.

Reply from Rashmi Yadave, Company Secretary at Pilgrims Way Nursing Home

Thank you for your feedback Tony. I have spoken to the accountant and they advised me that the invoice sent for your late father was not an invoice to pay but a credit which Pilgrims owed back to you. However, there were some outstanding invoices for sundries and your mum's and dad's care going back 5 months which never got paid and you were very rude to the accountant and denied that you owed the money. We had to take legal action to reclaim what was outstanding and then you paid.


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Review from Valerie S (Wife of Resident) published on 30 May 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband has lived at Pilgrims Way for nearly 4 years. He needs a lot of nursing care and both the nursing staff and the carers treat him with great kindness and respect. The staff are cheerful and we are always welcomed with a warm smile.
My communication with the nursing team is very good, if there
is a problem, it is dealt with promptly and I am kept informed.

Reply from Roxana Rosca, Manager at Pilgrims Way Nursing Home

Thank you, I will share this with my team. it is refreshing to know residents and relatives are happy here.


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Review from John B (Husband of Resident) published on 19 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

My Wife spent 4 months at Pilgrims Way Nursing Home in Maidstone. The experience was less than satisfactory. A number of times I was present, my wife pressed the buzzer for assistance and no one came for over an hour. I would not recommend this place because I do not think it is worth anyone's relatives
staying there. We did, however, give a thank you card and flowers to one of the carers who did try to help care for my wife and show compassion; for that we are grateful but this was an anomaly compared to the whole experience.

Reply from Roxana Rosca, Manager at Pilgrims Way Nursing Home

Thank you for your review, I am sorry you found the care here unsatisfactory.


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Review from S B (Daughter of Resident) published on 6 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

My Mum unfortunately spent nearly 4 months here until we couldn't deal with it any longer. The website is nothing like the actual place. The quality of the food was particularly poor and mealtimes were a depressing experience. No menus, food served is cold and unappetising. Under-staffed. Staff seems
to be to a minimum (especially at night), uses a lot of agency staff that don’t seem to care about the residents. The call assistance bell got turned off by an agency worker and she walked away (whilst I was present) without asking my Mum what the issue was.
The phone constantly rings, and then it goes to a mailbox that is full! Can’t get any messages through to anyone. No receptionist for months. The chef is injured and carers have to cook.
Nursing care of poor quality. Hygiene needs to be addressed. The whole place could seriously do with a refurb. Visiting Dr - no empathy; no communication just a tick-box exercise to make sure the resident is still breathing!

Reply from Roxana Rosca, Manager at Pilgrims Way Nursing Home

I am very sorry you found our care unsatisfactory.
I am taking this opportunity to say thank you to your father for the lovely bunch of flowers which he provided to my staff along with a thank you card on 18 February. If you would like a copy of this, I can scan and send it to you.


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Review from Marion S (Daughter of Resident) published on 10 January 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The care Mum received from the moment she arrived was incredible.
Everyone was so very kind and caring. At Pilgrims Way, you can feel the care and compassion. Not only for residents, but as a family we felt so very well supported.
Nothing was too much trouble, the kindness was phenomenal.
Thank you
so very much, for caring for our lovely mum.

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Review from L D (Daughter of Resident) published on 10 January 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My Mum was at Pilgrims Way for a few months. She was discharged there from hospital and needed 24-hour nursing care. Family members visited frequently and we all felt that the level of care and compassion shown to Mum was excellent. She was treated with respect and dignity and everyone showed great
care and kindness to her (and us family). The home was excellent at managing the admin associated with her admission and visits from local services such as the GP happened very quickly. And even though Mum was not taking part in the numerous activities on offer the lady who managed that element took time to check in with Mum.
The staff were attuned to how Mum was doing and as she became more poorly they kept the family informed and this meant the family were with her when the end came.
I would not hesitate to recommend this home and I thank them for the care they gave.

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Review from P H (Daughter-in-law of Resident) published on 27 March 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

All the staff, carers and medical teams were very professional, caring, sympathetic and supportive of my mother-in-law and her family. She was in the home for a short time but was always treated with respect and kindness.

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Review from Maureen A (Daughter of Resident) published on 24 February 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum is very happy staying at the nursing home. All the staff are polite, considerate and caring. When Mum first went to stay (April 2022), the manager was very helpful, especially when I was dealing with social services. I can't thank him enough. It's very reassuring knowing that my mum is being
cared for so well.

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Review from Lynda M (Daughter of Resident) published on 14 February 2023
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

My mum was only in there for 3 weeks. We had a call at 7.10 in the morning to say she deteriorated and would we like to go in. I went to be met at the door, and taken to her room, not once was I told she had passed away, I only knew when I walked into the room and saw her, do not send your loved ones
there.

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Review from G S (Daughter of Resident) published on 30 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Our mother was in the nursing home under the Pathway Scheme.
She sadly passed away, but she was treated with lovely care and dignity. When mum passed they treated us and mum with care and consideration, almost as if she was one of their own. Thank you.

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Review from Linda B (Daughter of Resident) published on 24 August 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

When our mum arrived at Pilgrims Way Nursing Home for end-of-life care, she was very poorly, and we felt she would sadly not be there for very long. However, she settled in quickly and made noticeable improvements in both her health and happiness. The love and care she received made her feel happy and
valued, which we feel certain gave us more time with her. The home is run in a compassionate and caring way, and the manager takes a personal interest in the residents, has their best interests at heart at all times and is always available for a chat. This ethos filters down through all the staff, who are attentive in their duties and kind in their approach. As visitors, we were also made to feel welcome, and everyone was respectful and friendly. Mum, and indeed, the whole family, formed a special bond with her main carer, which we will be forever grateful for. I would not hesitate in recommending Pilgrims Way as a nursing home and will look back with happy memories of mum's time there.

Reply from Stephen Norris, Manager at Pilgrims Way Nursing Home

Thank you, Linda, for your kind words of support. We strive at all times to deliver high-quality care for our residents and their families, and I am happy to hear that your experience was just that.


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Review from J F (Daughter of Resident) published on 8 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

National Health Service fast-track discharge for end-of-life palliative care only (advanced dementia and cancer).
Every staff member encountered treated mum with the utmost dignity, respect and care. Every question we asked or issue we raised was dealt with promptly and with professionalism, in liaison
with the local hospice. We let staff know that we wanted to be with mum at the time of her passing (we visited every day). again, the staff facilitated our request with love and kindness. Can not fault this exemplary nursing home. Thank you to you all.

Reply from Stephen Norris, Manager at Pilgrims Way Nursing Home

Thank you for such wonderful words of feedback.


We strive daily to deliver high-quality care to the residents in our home and their families when they need support.


I am glad you found your short time with us comfortable and that we were able to provide the care your mother needed in her final days.


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Review from Julie F (Daughter of Resident) published on 8 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother was taken to Pilgrims Way Nursing Home from hospital to receive palliative care, unfortunately, she was only there for three weeks. During her stay we found all the carers and nurses were very kind, they treated mum with dignity, love and affection. It is a terrible job watching people die,
I don't know how these people do it week in week out. Well I do, they are truly very special people. Love and thanks to you all. I can't comment on activities as Mum was bedridden or value for money as I don't know the cost of it.

Reply from Stephen Norris, Manager at Pilgrims Way Nursing Home

Thank you for your kind words of feedback.


It is a tough job to do as you described but it is feedback such as yours that tells us were are doing everything right every day.


I hope you found some comfort in the care that your mother received during her stay with us, and that this has helped you to come to terms with your loss as a family.


Thank you again for your feedback.


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Review from Jenny M (Daughter of Resident) published on 3 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Pilgrims Way provided end-of-life care for my mum. At all times, she was treated with dignity, respect and kindness. Every staff member dealing with Mum's care was a credit to the home. All our difficult questions were answered with empathy and honesty, which we greatly appreciated. At the worst time
of our lives, we were shown many small kindnesses, as was our mum.

Reply from Renata Hatch, Manager at Pilgrims Way Nursing Home

Thank you for your comments, all feedback is valuable in our quest to continue to offer the very best care we can. I will pass your comments to the team.


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Review from A B (Husband of Resident) published on 3 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My wife was in the home on respite care for two weeks. When she passed away, the care she received was the very best, and the staff were really kind to her and helpful. Super care home.

Reply from Stephen Norris, Manager at Pilgrims Way Nursing Home

Thank you for your positive feedback. All feedback is valuable to us in this career and positive feedback only reassures the team of the fantastic job they are doing.


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Review from T C (Daughter of Resident) published on 26 April 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Having been a resident for a few years, my mother has always been treated with respect and kept safe, especially during Covid. She has always had a great relationship with the care, nursing and activities staff.
The only issue I have is communications. In this digital age, an email address would be
helpful. Also, it can take many attempts to contact the home by phone.
Visiting arrangements during Covid - the conservatory being available, testing, and bookings were well implemented.

Reply from Stephen Norris, Manager at Pilgrims Way Nursing Home

Thank you for your great review and for your comments which will be taken on board.
As a new manager in post, I am currently collating a list of email addresses for relatives so that I can communicate, quicker and easier, about any changes that may affect you.


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Review from H W (Son of Resident) published on 24 March 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We have had a connection with the home since 2015. My mother passed away in April 2020, my dad went into the Home from June 2021 to February 2022. Throughout that time, my parents were really cared for and treated with dignity, care and respect. I would certainly recommend. Thank you.

Reply from Stephen Norris, Manager at Pilgrims Way Nursing Home

Thank you for those lovely comments. The staff really do appreciate the feedback they receive and this ensures we are giving the best to our residents at all times and guides us to make changes if we falter. I am glad we were able to fulfil your expectations on two occasions with both of your parents. Keep in touch and there is always a boiling kettle here if ever you are passing.


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Review from W K (Wife of Resident) published on 24 March 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

It is very difficult to give a proper review with not being able to gain access due to Covid.

Reply from Stephen Norris, Manager at Pilgrims Way Nursing Home

Thank you for your comment. We really do understand how frustrating it is with visiting being controlled to a degree at this time. I hope you understand that we are also frustrated at this and we are doing everything we can to open back to normality as quickly as possible.


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Current Review Score: 7.5 (7.533)

Overview of Review Score

The Review Score of 7.5 (7.533) out of 10 for Pilgrims Way Nursing Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 3.5 out of 5 from 9 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.0 out of 5 from 6 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 3.538 for Pilgrims Way Nursing Home is calculated as follows: ( (55 Excellents x 5) + (14 Goods x 4) + (3 Satisfactorys x 3) + (1 Poors x 2) + (33 Very Poors x 1) ) ÷ 106 Ratings = 3.538

  • 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 3.995 Points relating to the number of positive Reviews for Pilgrims Way Nursing Home is based on 6 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 = 3.6

    • 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 76 registered maximum number of service users is 15.2. 6 Positive Reviews ÷ 15.2 = 0.395

  • 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: 6 Dec 2023

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Requires improvement

Care Quality Commission is responsible for the registration and inspection of social care services in England.

View Latest Report

Bed Vacancies

Please Contact Us for Latest Vacancies

Awards / Recognitions (0)

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Meet the Team (1)

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Stephen Norris

Job Title: Manager

Joined: 2021

Stephen has been a Registered Nurse since 2014 having commenced pre-registration training in 2010. Stephen brings with him a wealth of knowledge from acute hospitals and also almost 6 years of experience working in Nursing Homes. He has worked for some of the larger multi-home companies and also for smaller home groups. Prior to nursing Stephen spent 6 years serving in the Royal Navy as a Marine Engineer but left this career to start a family. Stephen has 2 young children and lives in Faversham, Kent with his wife and children.


Stephen sees himself as an approachable manager who is always willing to help and solve any issues you may have whilst use our service. He is not a font of all knowledge but will endeavour to find the answers to your questions if he does not already know.


Frequently Asked Questions about Pilgrims Way Nursing Home

What types of Care is Pilgrims Way Nursing Home registered for?

Older Person Care, Dementia, Respite Care, Physical Disability & Sensory Impairment are the registered (by the Care Quality Commission) categories of Care.

What additional types of Care does Pilgrims Way Nursing Home provide?

Palliative Care, Convalescent Care, Physiotherapy & Own GP if required are other types of care provided.

How many Rooms does Pilgrims Way Nursing Home have?

There are 44 Single Rooms and 16 Couples/Companion Rooms.

What are the Facilities & Services at Pilgrims Way Nursing Home?

Own Furniture if required, Pet Friendly (or by arrangement), Smoking not permitted, Close to Local shops, Near Public Transport, Lift, Stairlift, Wheelchair Access, Gardens, Phone Point in own room, Television point in own room & Residents Internet Access are some of the Facilities & Services.

How far is Pilgrims Way Nursing Home to the centre of Maidstone?

0.5 mile(s) as the crow flies, distance by road may be significantly further.