Review from M C (Niece of Resident) published on 9 May 2023
Submitted via Website • Report

Overall Experience

The recent CQC report is a reflection of what we witnessed during our aunt's stay at this establishment. Awful is the first word that comes to mind. It is heartbreaking to think of those still there. The lack of care and understanding by the staff for those suffering with dementia is hard to comprehend.

Residents left alone in their rooms with walking aids removed, inedible food served, medication not correctly controlled, missing clothes, dirty clothes, excrement on walls, handrails, doors, the list goes on. The new management in August'22 made no visible difference to the standards of care. We visited regularly (every day) and witnessed staff ignoring residents, with no thought for their dignity, inaccurately recording residents' daily activities, writing blood pressure readings and oxygen levels on paper hand towels, or their arms. It truly is a very sad state of affairs that places with this level of 'care' exist.

Reply from Tara Oakley, Customer Experience and Wellness Officer at Priory Mews Care Home

Dear Maria,
I'm sorry to hear that you had a negative experience with our establishment during your aunt's stay, and we appreciate you taking the time to share your feedback with us.
We have taken steps to ensure that all staff receive comprehensive training in dementia care, and we have implemented a new onsite trainer to ensure that all staff receive the best possible training. These changes include enhanced supervision of staff, better communication between staff and residents, and regular reviews of care plans to ensure that they are tailored to each individual's needs.
We also recognize that there were issues with the management of medication and the cleanliness of the home. We have put in place new systems and changes in personnel, to ensure that medication is correctly controlled.
We acknowledge that the changes we have made may not be immediately visible, but we are committed to making ongoing improvements to the care provided to residents.

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Review from Nicola H (Great-Niece of Resident) published on 28 April 2023
Submitted via Website • Report

Overall Experience

My Aunt was a resident in Mountenay House. We would visit at least twice a day.
My Aunt would be in her pyjamas at lunchtime. She was not dressed to attend appointments. Her walking stick was often ‘mislaid’ and then found hidden in the office (taken to prevent her from moving).
After a fall, we

discovered my Aunt was given medication (without consent) that is likely to cause falls in elderly people. We found tablets on the floor in her room. We had to collect medication ourselves from the chemist.
There were faeces covering the toilet, walls and sink.
We washed her hair and took her to the hairdresser as the home's hairdresser didn’t turn up. When she did, she cut out lumps of hair even though she wasn’t asked to. The money we submitted for hair washes disappeared.
The food was inedible. We would bring in food.
New clothes disappeared. I saw a carer taking underwear from one room to another. I assume the underwear was then put on the other resident.

Reply from Tara Oakley, Customer Experience and Wellness Officer at Priory Mews Care Home

Thank you for your comments. Can I first of all apologise for your experiences at Priory Mews. We only acquired the home in September 2022 and sadly inherited many issues. Since the CQC inspection in February 2023, we have made wholesale and deep-rooted changes not only to the policy and procedures but to personal care too. We have hired a new experienced team including a new manager, new deputy, new clinical lead, new nurses, safeguard lead and 35+ nurse-trained care staff. These additions have very much changed the culture and fabric of the home in a positive way, not our words but the words of current residents and family members. If we may, we would like to invite you back to see the changes we have made, and continue to make, which we hope is a complete transformation to the home which you sadly experienced earlier in the year.

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Review from J O (Nephew of Resident) published on 28 April 2023
Submitted via Website • Report

Overall Experience

Shocking! This is the most dreadful place to leave anyone you truly love.
Our auntie was placed here after a short spell in hospital and she failed to thrive at Mountenay House, in fact she became worse. We finally took her to a new care home where she was treated as a person and not ignored and left

to rot as she was in Priory Mews.
A few days after her leaving Priory Mews we reported our concerns to the governing body the CQC and the local Social Services. Out of respect for other residents that still remain at Priory Mews, we have waited until the CQC report was published which has now happened.
Please read as every word is true.

Reply from Tara Oakley, Customer Experience and Wellness Officer at Priory Mews Care Home

Thank you for your comments. Can I first of all apologise for your experiences at Priory Mews. We only acquired the home in September 2022 and sadly inherited many issues. Since the CQC inspection in February 2023, we have made wholesale and deep-rooted changes, not only to the policy and procedures but to personal care too. We have hired a new experienced team including a new manager, new deputy, new clinical lead, new nurses, safeguard lead and 35+ nurse-trained care staff. These additions have very much changed the culture and fabric of the home in a positive way, not our words but the words of current residents and family members. If we may, we would like to invite you back to see the changes we have made, and continue to make, which we hope is a complete transformation to the home which you sadly experienced earlier in the year.

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Review from Dean A (Son of Resident) published on 24 March 2023
Submitted via Website • Report

Overall Experience

Our father had a 2 weeks stay at the home and they looked after him so well that he cried when he had to go home. The home is clean and well managed, my father loved the food that was served throughout the day and the snacks given in between also the cups of tea flowed throughout the day. My father's

room was kept clean and tidy with clean bed sheets regularly. The unit manager was extremely helpful and friendly as were all the staff at the home.
They also kept us up with our Dad's progress throughout his stay. Our dad has 5 children and their partners and 15 grandchildren so every day a few from our family turned up at the home and the staff were always welcoming to us all.
It was lovely to know our dad was looked after and they cared about him.
So thank you from our family for making his stay a happy one.

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Review from Sally S (Daughter of Resident) published on 15 March 2023
Submitted via Website • Report

Overall Experience

After a week in Priory Mews, Berkeley House, my dad was sent to A&E at the house doctor's request because the home manager wasn't managing my dads' dementia care needs well. Even though they are a dementia home and he'd had an assessment. 5 hours later the home wouldn't open the door to the ambulance

crew taking him back with a clean bill of health! Shouting at the crew and dad through the door. Appalling care. No interaction with residents. Twice-a-day activities as advertised by the manager never took place. Medicine changed without chatting with the family by a doctor who never met the patient in favour of drugging him to keep him calm instead of interacting with him. Stay away at all costs.

Reply from Cameron, Administrator at Priory Mews Care Home

Thank you for your feedback. We apologise for any inconvenience this caused you and your family. However, after seeking advice and explaining the situation to medical professionals such as the Local Authority and GP, they stated that it was in your father's best interest that he remained in the hospital for further observation as we could no longer meet his needs. However, there appears to be miscommunication internally at the hospital as they still discharged him and brought him back to the care home, when earlier on they said they would not.
Please note we followed all the correct medical advice we were given from all the health professionals. Apologies again for the inconvenience caused.

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Review from Kim H (Daughter of Resident) published on 23 August 2022
Submitted via Postal Card • Report

Overall Experience

My mother was brought to Priory Mews after being diagnosed with terminal cancer. I cannot fault the care that was provided to my mum by all the staff here. They have also been so kind and considerate to all the family members that came to the home to visit Mum. Great team, exceptional care. Thank you

so much to you all.

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Review from Mavis Z (Wife of Resident) published on 10 August 2022
Submitted via Website • Report

Overall Experience

Amazing staff so helpful with any questions I might have. They treat my husband with total respect and dignity, he is very well looked after. Thank you all at Marchall House for your hard work and devotion.

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Review from Janice L (Daughter-in-law of Resident) published on 15 July 2022
Submitted via Postal Card • Report

Overall Experience

My mother-in-law was quite upset and agitated on admission but I was very impressed with the way the staff supported and persevered with her. She is now settled and seems happy and calm. Her eating, accepting medication and acceptance of help with personal care have all improved greatly. The staff keep

me informed of any concerns and/or progress which is greatly appreciated.

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Review from J M (Daughter of Resident) published on 24 June 2022
Submitted via Postal Card • Report

Overall Experience

dad has been happy at Priory Mews. He is very well looked after and enjoys the banter with his carers. The home is very good at letting me know if he is under the weather. Equally, if he is having a really good day. Overall Dad and his family are happy with his care.

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Review from J M (Son of Resident) published on 13 June 2022
Submitted via Postal Card • Report

Overall Experience

I have had only good experiences when dealing with all staff at Priory Mews - Dartford. All aspects of care so far have been good.

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Review from P L (Son of Resident) published on 17 June 2021
Submitted via Postal Card • Report

Overall Experience

The main criticism is attempting to contact by landline. Often your call is answered only to be immediately transferred to a switching system. Why?

Reply from Diane Kerwin, Hospital Liaison Team Administrator at Priory Mews Care Home

Thank you for your review. When the home has a call in progress, further attempted calls are automatically diverted to our Careline team, based at our central support office to assist with the query. When a further response is needed an email is sent to the home for actioning. Every call is important to us and that is why we have the Careline team to assist when the home’s phone line is busy.

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Review from Jean B (Daughter of Resident) published on 1 February 2021
Submitted via Website • Report

Overall Experience

I would like to say how happy and very grateful I am that my mother is in Priory Mews, I know she is being looked after very well I have seen her food so I also know she is well fed. This last year has been very hard for everyone but to know she is happy has been a godsend. The staff in the house are

always friendly and have no problem with me if and when I have phoned, they also keep me informed with any issues. So a big thank you from me to them!

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Review from Steve P (Son of Resident) published on 26 January 2021
Submitted via Postal Card • Report

Overall Experience

I want to thank you for looking after our Mother. She visibly improved while in your care home. Moving her into your care home was probably one of the best things to happen to her, given her declining health prior to her death. She always spoke highly about your lovely aesthetic gardens. Thank you for

supporting her hobby - gardening.

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Review from Kay W (Daughter of Resident) published on 13 November 2020
Submitted via Postal Card • Report

Overall Experience

I found it so difficult finding a suitable care home for my mother. the staff at Priory Mews are so very kind and caring. I am confident my mother is in the right place. The manager was very patient with my repeated demands and made me feel reassured with their commitment to care. Although access is

restricted in view of the pandemic, I have been able to view remotely and arrange restricted but safe visits weekly. Thank you for all you do.

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Review from Tracy R (Daughter of Resident) published on 13 November 2020
Submitted via Postal Card • Report

Overall Experience

It has been a very challenging time for all involved during the Covid pandemic. Staff have worked hard to keep my father safe and has ensured us as relatives are kept informed.

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Review from Irene S (Resident) published on 13 November 2020
Submitted via Postal Card • Report

Overall Experience

I came into Priory Mews because I was unable to care for myself after being in the hospital. I have found all staff to be very friendly and helpful. The meals are very good. Medical help seems to be very good and the activities provided are extremely good. There is an opportunity to be social and opportunity

to be alone and private if you prefer that, anytime. Which I am glad for.

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Review from U H (Daughter of Resident) published on 9 July 2020
Submitted via Website • Report

Overall Experience

My thanks go out to all staff in Beaumont House for their excellent care of my father. Dad always mentions how well he is looked after and how friendly everyone is. They have all been very helpful and kind during these worrying times. However busy they are, they always ensure I am well informed about

Dad’s welfare, which is so comforting in these unprecedented times.

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Review from Helen C (Daughter of Resident) published on 8 July 2020
Submitted via Website • Report

Overall Experience

When I visited my father at the home Priory Views - Cressenor House - we were always delighted with the home and the attitude of the staff. They were very open and welcoming whilst also being caring and experienced in working with residents. We were given private space/room for a chance to have some

alone time with Dad. On occasion, Dad would be out in the wheelchair in the gardens listening to music which he loved on a sunny day. Entertainment was also provided and I managed to have a last dance with my Dad a few months before he died. The staff were very mature and able when he was dying and helped us as a family including representing the home at the funeral. I cannot fault them in any way and they never knew when we were coming visiting at different times and days.

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Review from Ian W (Friend of Resident) published on 24 June 2020
Submitted via Website • Report

Overall Experience

I cannot praise highly enough the kindness, thoughtfulness, professionalism and general feel-good factor of, simply, all the staff, whenever and wherever one meets them. My friend has had two respite stays in somewhat plush homes ( fortunately ). I wondered whether he would like a permanent move away

from his beloved home, having lived there all his life. Time has shown me and him that if people go out of their way to be fantastic in their care, all things can be conquered. What a revelation it has all been. Thank you to all the staff, from the maintenance man who put up his pictures and clocks instantly to make him feel better, the care managers and all the staff who are all hugely approachable, caring and knowledgeable, right through to the chefs and the amazing office team who I personally love to bits - they make me feel so welcome.

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Review from Sharon C (Daughter of Resident) published on 31 March 2020
Submitted via Website • Report

Overall Experience

The carers have always shown compassion, care and respect for my father's needs. My father is well cared for in all respects, including meals and personal hygiene. Most of all, the carers show him so much love and personal attention which he appreciates although at times he may not show it.

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Priory Mews Care Home

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