Willows Care Southern Ltd

5/13 Second Avenue, Cliftonville, Margate CT9 2LL
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9.3 45 Reviews
  • Willows Care Southern Ltd, Margate
The Willows Care Centre in Margate is experienced in helping adults with often complex mental health, such as memory loss, helping to benefit thanks to personalised care and a living atmosphere that can be both stimulating and relaxing.

Care at The Willows is tailored to suit each resident and this enables staff to provide a person centred approach.

The Willows Care Centre is known for its homely, comfortable surroundings and a warm family atmosphere.

The care home offers flexible care options, residential long-term and respite care.

At the Willows, residents can enjoy home cooked foods suited to their individual needs and preferences. Friends and family are always encouraged to join residents at mealtimes.

Residents can take part in group activities, one-to-one personalised sessions and benefit from visiting entertainers and therapists.

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Care Provided by Willows Care Southern Ltd

  • Primary Care Categories
  • Dementia
  • Mental Health Condition
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Care Types Provided
  • Dementia Residential Care
  • Residential Care
  • For a maximum of 40 Service Users
  • Privately Owned
  • Care Offered
  • AIDS/HIV
  • Alzheimer's
  • Bariatric Care/Obesity
  • Bipolar/Manic Depression
  • Cancer Care
  • Challenging Behaviour/Psychosis
  • Colitis & Crohn's Disease
  • COPD/Pulmonary Disease
  • Epilepsy
  • Head/Brain Injury
  • Hearing Impairment
  • Huntington's Disease
  • Multiple Sclerosis
  • Parkinson's Disease
  • Schizophrenia
  • Speech Impairment
  • Stroke
  • Visual Impairment
  • Other Care Provided
  • Convalescent Care
  • End of Life Care
  • Own GP if required
  • Palliative Care

Good to Know

  • Owner
  • Willows Care Southern Ltd
  • Person in charge
  • Tracy Butler (Home manager)
  • Admission Criteria
    • Ages 65+
  • Room Information
    • Single Rooms (40)
    • Couples/Companion Rooms (0)
  • Care Home Design/Build
    • Purpose Built: No
    • Last Refurbishment: 2023
    • Number of floors: 3

Funding & Fees Guide for Willows Care Southern Ltd

  • 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 £900 – £1,350
    • RESPITE Self-Funded Residential Care £899 – £1,500
  • (these prices are only a guideline, please contact Willows Care Southern Ltd 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

  • Visitors welcome anytime


  • Parking

  • Street Parking


Willows Care Southern Ltd Reviews (45)

Total of 45, showing 21-40
9.3

Willows Care Southern Ltd has a Review Score of 9.3 (9.305) out of 10, based on 6 reviews in the last 2 years. Over all time Willows Care Southern Ltd has 45 reviews.

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Review from E R (Wife of Resident) published on 3 September 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Pleasant atmosphere and well cared for.

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Review from Jez T (Son of Resident) published on 23 July 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The care that my mother is receiving is amazing.
The home is lovely and peaceful.
The staff are so lovely, kind and caring. The have gone above and beyond with the care fro my mother and they have also taken great care of me in this difficult time.

Reply from Eve Balcombe, Home Manager at Willows Care Southern Ltd

I’m so pleased to hear you found your experience at the willows to be a positive one. I wish you all the best for the future and I will pass the positive feedback onto the team.


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Review from Julie E (Daughter of Resident) published on 16 July 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My beautiful mum went here for a 2-week respite placement. Everyone of the staff was welcoming, friendly and reassuring. They were very attentive and met all of Mum's needs. It took a few days for Mum to settle and she was treated with dignity and respect throughout. The food was very good and plentiful
and it has a very homely atmosphere. All of my questions and wishes for Mum were dealt with quickly and professionally. It felt safe to leave my mum in the care of The Willows at such a stressful time.

Reply from Eve Balcombe, Home Manager at Willows Care Southern Ltd

Thank you for the positive feedback, Julie. I'm pleased to know we delivered a high standard of care to your mother, I will pass this feedback onto the team.


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Review from L B (Friend of Resident) published on 27 February 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I came to The Willows on valentines afternoon for a Valentines Tea Dance, the resident was very clean and well dressed. Staff interacted with residents and guests with a welcome cup of tea for friends and family. The staff are friendly with guests and compassion and love to residents. The residents
were encouraged to interact with other residents and staff. All the staff are very happy and professional within their role. Well done to all.

Reply from Eve Balcombe, Registered Home Manager at Willows Care Southern Ltd

Thank you LB for your positive review, Valentine's day was great and enjoyed by all! It is always positive to hear that my staff are friendly and compassionate with both visitors and residents. I will pass your feedback onto the team.


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Review from F M (Daughter of Resident) published on 19 February 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Very impressed by the care and dedication of the staff. Extremely friendly and approachable people. They go that extra mile with care and support. Very much like the mix of ages, types of the staff - a good mix.

Reply from Eve Balcombe, Registered home manager at Willows Care Southern Ltd

Thank you for taking the time to review The Willows Frances, your feedback is important to us as we will continue to strive for an outstanding level of care. I am pleased to hear you are very impressed by the care and dedication of the staff. Also that they are extremely friendly and approachable people, that also go that extra mile with care and support. If you have any advice or ideas on how we can continue to improve the service, please do not hesitate to contact me, or pop in the office for a chat.


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Review from A D (Daughter of Resident) published on 10 December 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff are great. My mum has only been here for two weeks and she is looked after so well. The home-cooked food is good.

Reply from Eve Balcombe, Home Manager at Willows Care Southern Ltd

Thank you for taking the time to leave us positive feedback. We will continue to strive to provide a good care service to your mum. If you have anything you feel we could improve on as a service, please don’t hesitate to ask.


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Review from Cheryl T (Friend of Resident) published on 28 November 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The decoration is nice, kind staff and nothing is ever too much, and my friend likes her meals. The ladies in the office are helpful and always smiling. The room is big with a sea view at the front.

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Review from Dawn O (Daughter of Resident) published on 25 November 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum was very happy at The Willows Care Centre. All the staff are exceptional and very friendly. I cannot fault the home in any way at all, it really must be one of the best, if not the best in the Southeast. If I ever get to a stage in later life, that I need care, then The Willows Care Centre is for
me.

Reply from Eve Balcombe, Home Manager at Willows Care Southern Ltd

Hi Dawn, thank you so much for your kind and considerate words. The Willows would not be able to strive for the level of care we provide without the fantastic team behind us, for which I am truly grateful. I will pass your feedback onto the team and you will always be welcome to visit us at any time.


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Review from A B (Brother of Resident) published on 21 November 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My brother is a lot happier and enjoys all the meals at his new home and is a lot more secure with all staff.

Reply from Eve Balcombe, Home Manager at Willows Care Southern Ltd

Thank you for taking the time to review The Willows, your feedback is greatly appreciated. Please do not hesitate to use our comments and suggestions box, as we are continually aiming to improve our service.


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Review from M L (Son of Resident) published on 6 November 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very nice and welcoming place, staff are all very friendly and attentive to residents and know exactly what each one needs.

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Review from Barbara S (Niece of Resident) published on 26 July 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Seeking out suitable affordable residential care for a vulnerable aged relative is a huge responsibility. You have to act quickly, want to do what's best and get it right the first time. Good location and CQC rating vital.
We drove past The Willows in the evening and arrived unannounced the next morning
to look around. Led by a young, enthusiastic management team, the staff are, without exception, kind, caring, gentle, respectful, firm, fair, professional, hard-working and compassionate.
This is where my 98-year-old aunt now lives.
They understood her initial fears. She's now enjoying plenty of good food, activities, outings, fresh air and company. The Willows care model is innovative and forward-thinking, hopefully, further investment in the building is in the pipeline.
We are so lucky to have found it.

Reply from Eve Balcombe, Home Manager at Willows Care Southern Ltd

Thank you for such for taking the time to leave positive feedback, Barbara! it means a lot to myself and the team as we strive for excellence each day. It is a pleasure caring for your Aunt and working in partnership with yourself. I will pass this review on to the team.


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Review from T R (Daughter of Resident) published on 12 July 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

All the staff at The Willows are kind and caring and take good care of my dad. He has been there for just over 4 years and is currently the happiest he has been there, it is lovely to see.

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Review from Sylvia C (Resident) assisted by family/friend published on 21 June 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

Comfortable. Happy. Friendly, helpful staff.
Average food - could do better. Very comfortable bed. Nice sea view.

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Review from Natalie M (Daughter of Resident) published on 12 June 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff were friendly and welcoming. My Father had met some of the staff in a previous care home which was why I chose The Willows as they were working here now.
This was my first respite since my Father moved in with me in August 2018 so it was good to feel that I could leave him and not worry,
which was not the case in the previous home.

Reply from Eve Balcombe, Home Manager at Willows Care Southern Ltd

Hi Natalie, thank you for taking the time to leave us a positive review, it is much appreciated. It was a pleasure to look after your father as it always has, and will be. I will pass this review onto the team.


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Review from Michael C (Brother of Resident) published on 12 June 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The staff are always very welcoming, they are always very caring towards my brother.
The staff and office staff are very helpful with any questions I needed answering and I would always support any of them whenever I can.

Reply from Eve Balcombe, Home Manager at Willows Care Southern Ltd

Hi Mike, thank you for such a positive review. We try our hardest here at the willows to ensure each resident is happy, healthy and cared for to the highest standard. I will pass this feedback onto the team.


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Review from Alicia H (Wife of Resident) published on 12 June 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

All the staff at The Willows are caring and take such good care of my husband.
It gives me much peace of mind knowing that my husband is happy and content.
I cannot emphasise enough how happy I am that my husband is at The Willows.

Reply from Eve Balcombe, Home Manager at Willows Care Southern Ltd

Hi Alicia, thank you for taking the time to leave the Willows a positive review. It is our pleasure to care for your husband, and it's great to know you are glad that he is happy and content. I will pass this feedback onto the team.


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Review from B P (Resident) published on 18 January 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I felt it difficult to settle in here after nearly 9 years in my old home. But now feel really settled and as if I belong here. I think the staff are excellent. Very friendly and willing to help me with anything I might need. But at present, I feel a bit worried as I have had no cream for the bottom
of my legs, also I'm not getting my laundry back.

Reply from Eve Balcombe, Home Manager at Willows Care Southern Ltd

Thank you for your feedback, I am very pleased to hear that after 9 years in your old care setting that you feel settled and like you belong, this is the positive feeling of wellbeing we aim for. It is very sad when one care home closes, and if there is anything more we can do to support you through the transition, please do not hesitate to ask. I am happy to receive the positive comments and that our staff are very friendly, and willing to help. We believe this to be very important for anyone living in social care. In relation to your cream, I have discussed this with yourself on a 1-1 level and I believe this problem has now been resolved. I have liaised with our housekeeping department who will ensure your laundry reaches you in a timely manner. I will pass this feedback to the team, and thank you for taking the time to do a review.


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Review from Felicity L (Daughter of Resident) published on 9 January 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The care team and activities co-ordinator treat my mother as an individual, with kindness, compassion and humour. They are very proactive, thinking about ways to engage her so that she is stimulated, both mentally and physically. I am delighted by their warm professionalism and that I have found such
an excellent level of care for my mother.

Reply from Eve Balcombe, Home Manager at Willows Care Southern Ltd

Hi Felicity, thank you for your feedback, I am very pleased to hear your positive comments and that our staff are friendly, compassionate and humorous. We believe this to be very important for anyone living in social care. I will pass this feedback to the team.


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Review from Emma H (Daughter of Resident) published on 4 October 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Lovely room. Staff are always friendly and helpful.

Reply from Chris Young, Registered Home Manager at Willows Care Southern Ltd

Thank you for your feedback, I am very glad to hear that our team are friendly and helpful which we believe to be very important in social care. I will pass this feedback to the team.


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Review from Lynda M (Wife of Resident) published on 2 October 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband stayed at The Willows for 2 weeks respite to give me a rest as his dementia has deteriorated and my health suffered.
He was extremely well looked after. The food was excellent and he was very comfortable. It was the first time he had been in residential care so it was important that he was
well looked after. Thank you.

Reply from Chris Young, Registered Home Manager at Willows Care Southern Ltd

We are extremely happy that your husband enjoyed his time with us at The Willows Care Centre, especially as it was his first time experiencing care. I will pass your complimentary feedback onto our team who I know will appreciate your kind words.


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Current Review Score: 9.3 (9.305)

Overview of Review Score

The Review Score of 9.3 (9.305) out of 10 for Willows Care Southern Ltd is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 5.0 out of 5 from 6 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.4 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 4.955 for Willows Care Southern Ltd is calculated as follows: ( (64 Excellents x 5) + (3 Goods x 4) ) ÷ 67 Ratings = 4.955

  • 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 4.35 Points relating to the number of positive Reviews for Willows Care Southern Ltd 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 40 registered maximum number of service users is 8. 6 Positive Reviews ÷ 8 = 0.75

  • 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

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

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Meet the Team (1)

Tracy

Tracy Butler

Job Title: Home Manager

Joined: 2024

I've been running the Willows since January 2024, I am here to support residents and families and make sure the home is run to the highest standards and the home is a happy and safe place for residents to reside.