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

Overall Experience

Mum was very reluctant to move in but with the excellent care and support here from the lovely staff she relaxed.
Special thanks to the lady for phoning me in time to say goodbye to mum.

Reply from Greta Narbutaityte, Customer Adviser at Waverley Grange Care Home

Thank you for taking the time to leave such a kind review. Thank you, again, for trusting us with your mother's care.

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

Overall Experience

Mum moved into Waverley Grange following Dad's death last November. She missed him terribly but the kindness and care shown by all the staff enabled her to make the best of her last months. She really appreciated the coffee machine in the small cafe and the chance this gave her to get to know other

residents and visitors. Staff respected her opinions and preferences and did all they could to accommodate them. She wanted to return to Waverley Grange from hospital to die and was able to do so peacefully.

Reply from Greta Narbutaityte, Customer Adviser at Waverley Grange Care Home

Thank you for taking the time to leave your review. We are saddened about your loss and thank you for trusting us with your mothers care.

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Review from Lizzy S (Daughter of Resident) published on 16 April 2019
Submitted via Website • Report

Overall Experience

After my mother had a stroke, I felt I couldn’t leave her on her own but I had to go away for a few days so I booked her into Waverley Grange for a week’s respite care. Mum had a great week, the staff were so friendly and I felt mum was in a secure homely environment.
I would have no hesitation in

booking mum in again for another respite week should the need arise.

Reply from Greta Narbutaityte, Customer Adviser at Waverley Grange Care Home

Thank you for taking the time to leave your review. We are glad to help you and your family and we hope to see you soon!

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Review from J M K (Daughter of Resident) published on 22 March 2019
Submitted via Website • Report

Overall Experience

My mother moved to Waverley Grange nearly four years ago when she became too frail to stay in her own house. We live just a few minutes away, so it was ideal for us to be able to visit her frequently and have her round to our house. We were extremely impressed with the care and attention shown by all

the staff, and as her health deteriorated it was greatly reassuring to know that nursing care was available if necessary. It was also reassuring that many of the core members of the team cared for her throughout her time there, so we really felt that they got to know her. At the end of her life, they were all very supportive and helpful. The surroundings were always pleasant and well-maintained. Food was always a difficult issue for my mother, but they were very accommodating and would always find something she liked. She was not a particularly sociable character, and although they did their best, she did not choose to join in with many of the activities.

Reply from Greta Narbutaityte, Customer Adviser at Waverley Grange Care Home

Thank you for your kind words. We have a genuine regard for all of our residents, therefore we are very pleased to hear you could feel at ease when trusting us with your mum's care.

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Review from Simon A (Son of Resident) published on 21 March 2019
Submitted via Postal Card • Report

Overall Experience

Very well looked after, exceptional staff.

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Review from Nigel B (Son of Resident) published on 29 January 2019
Submitted via Website • Report

Overall Experience

My mother was in the home for 5 years. I cannot compliment the staff enough for their care and support. Their team looking after my mother were always there to help, so caring and were amazing in Mum's last few months. The manager was close to each of the residents and so reassuring to see his hands-on

approach to caring. My thanks to everyone at Waverley Grange for making my mothers stay so pleasant. We will miss you all.

Reply from Greta Narbutaityte, Customer Adviser at Waverley Grange Care Home

Thank you for your review. We are pleased to hear about your positive experience and will share your comments with the home’s manager.

The Bupa Customer Care Team.

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Review from Jean M (Wife of Resident) published on 9 November 2018
Submitted via Postal Card • Report

Overall Experience

I am extremely pleased with the care that my husband is receiving.

Reply from Josephine Gaupholm, Customer Adviser at Waverley Grange Care Home

Thank you for your review of Waverley Grange Care Home. We are pleased to hear that you are happy with your husbands care and will share your comments with the home manager. The Bupa Customer Care Team.

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Review from Alma C (Resident) assisted by family/friend published on 7 November 2018
Submitted via Postal Card • Report

Overall Experience

I have found the staff to be friendly and helpful.

Reply from Josephine Gaupholm, Customer Adviser at Waverley Grange Care Home

Thank you for your review of Waverley Grange Care Home. We are pleased to hear that you have had a positive experience with the home and appreciate your comments regarding the staff being friendly and helpful. We will share your comments with the home manager.
The Bupa Customer Care Team.

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Review from M S (Daughter of Resident) published on 12 September 2018
Submitted via Website • Report

Overall Experience

My family were very disappointed with our mother’s experience at Waverley Grange. Mum went for respite here after an illness left her too weak to be at home. It was intended that she spend a few weeks at Waverley Grange to rest and recover before going back to her own home. Waverley Grange failed

to deliver the level of care that we would have expected from such a large and well-known company as BUPA. There did not appear to be sufficient staff on the nursing floor which meant that family had to visit every day to ensure Mum was receiving the care she deserved and needed. We had many issues during the two week period that our mum was at Waverley Grange but generally, it was staff not following the care plan on several occasions. Our mother was left with no nightwear at least twice and had to sleep in her underwear. We moved mum to another local care home where she is being looked after by the lovely staff and she is much happier.

Reply from Josephine Gaupholm, Customer Adviser at Waverley Grange Care Home

Thank you for your review of Waverley Grange. We take all comments extremely seriously and are very disappointed to hear that you are unsatisfied with your experience of care at one of our homes. Our residents’ health and wellbeing is our absolute priority. We would like to contact you so that we can discuss this in more detail and investigate it fully. Please, can you contact our customer services team by emailing feedback@bupa.com so that we can discuss this feedback further?

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Review from Frederick B (Brother of Resident) published on 14 August 2018
Submitted via Postal Card • Report

Overall Experience

For the brief time he was a resident, his care was first class.

Reply from Josephine Gaupholm, Customer Adviser at Waverley Grange Care Home

Thank you for your review of Waverley Grange Care Home. We are pleased to hear that you and your brother had a pleasant experience at the home and appreciate your comments regarding his short stay. We will share your comments with the home's manager. The Bupa Customer Care Team

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Review from R M (Friend of Resident) published on 8 August 2018
Submitted via Postal Card • Report

Overall Experience

I was very impressed by the standard of facilities, accommodation and care at the home. The kindness shown by staff in the last days were particularly appreciated and displayed a recognition of residents' individual characters and needs. I just wish such a standard of care was accessible to all.

Reply from Gabriella Mills, Customer Adviser at Waverley Grange Care Home

Thank you for your review of Waverley Grange Care Home, we are pleased to hear that you are happy with the care the residents receive at our home. We appreciate your comments on the staff and glad that you have had a positive experience when visiting us. We will share your comments with the care homes manager. The Bupa Customer Care Team.

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Review from M G (Daughter of Resident) published on 15 June 2018
Submitted via Postal Card • Report

Overall Experience

My mother has been living in Waverley Grange for 2 and a half years and I can't fault the love and care she has been given. In recent months she's needed far more help with day to day living as her confusion has worsened. The wonderful team treat her with respect and encourage her to join in with all

activities instead of just sitting in her room. I can enjoy my visits without worrying over the day to day living of my mother - thank you.

Reply from Gabriella Mills, Customer Adviser at Waverley Grange Care Home

Thank you for your review of Waverley Grange we are pleased to hear that you happy with your Mothers care. We appreciate your comments on the staff and glad they can help give you peace of mind. We will share your comments with the home's manager, The Bupa Customer Care Team.

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Review from Kenneth H (Respite Resident) published on 6 June 2018
Submitted via Website • Report

Overall Experience

I spent 10 days at Waverley Grange after having surgery and I have to say, it was the best decision I could have made to aid my recovery. My room was perfect for my needs, quiet, peaceful and when I opened my patio door, I was in a beautiful garden. The staff, day and night, were superb and all of them

could not do enough to help in any situation and at all times were very professional. I would highly recommend Waverley Grange to anyone who find themselves in the same situation as I was in, great place, great people, well done.

Reply from Gabriella Mills, Customer Advisor at Waverley Grange Care Home

Thank you for your review of Waverley Grange, we are pleased that you had a pleasant stay with us during your recovery. We appreciate your comments of the staff and glad you liked your surroundings. We will share your review with the home's manager. The Bupa Customer Care Team.

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Review from Petrina R (Wife of Resident) published on 30 May 2018
Submitted via Postal Card • Report

Overall Experience

My husband stayed at Waverley Grange for 3 weeks for respite care. During this time he received excellent care from attentive and friendly staff. Mealtimes are a highlight with ample and varied meals which he thoroughly enjoyed. Unfortunately, he couldn't be persuaded to participate in the many activities.

Reply from Gabriella Mills, Customer Adviser at Waverley Grange Care Home

Thank you for your review. We are pleased to hear that your Husband had a positive short stay with us at Waverley Grange and that he enjoyed the food there. We appreciate your comments on the staff and will share your feedback with the home's manager. The Bupa Customer Care Team

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Review from Alistair (Son of Resident) published on 21 May 2018
Submitted via Website • Report

Overall Experience

My sister and I are very grateful to all the carer's and staff at Waverley Grange for the professional and personalised care they provided to our late mother, who has been a resident there for the last 18 months. Our mother was befriended by all and had a good rapport with those she had contact with.

Treated with the respect and made to feel at home.
Although we would both visit regularly, we felt at ease, that our dear mum was in safe and loving hands, with her needs met by the services this professional nursing home provides, that we could not have provided ourselves, to the extent that she required. This allowed our mother the dignity she deserved in the last remaining month's of a very active and proud life.
Well done all at Waverley!

Reply from Holly McGough, Customer Advisor at Waverley Grange Care Home

Thank you for your review. We are pleased to hear about your family's positive experience at Waverley Grange. Our residents' dignity, health and wellbeing is our absolute priority and we appreciate your comments of our home. We will share your comments with the home's manager. The Bupa Customer Care Team.

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Review from Linda L (Wife of Resident) published on 25 April 2018
Submitted via Website • Report

Overall Experience

My husband came to Waverley Grange as end of life care. In the five weeks that he was there, the care was exemplary and we couldn't have asked for more. In his final days, both day and night staff were very caring and went above and beyond the call of duty. They were also there giving support to all

the family which was much appreciated.
I have put don't know against activities as my husband was too ill to participate in any of them but what was on offer looked very good and varied.

Reply from Stephen Rondel, Customer Adviser at Waverley Grange Care Home

Thank you for your review. We are pleased to hear your lovely comments about our home and our staff. We appreciate what a difficult time it must have been for you and your family so we are glad to know that our staff went above and beyond the call of duty.

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Review from Sandra C (Daughter of Resident) published on 24 April 2018
Submitted via Website • Report

Overall Experience

The team at Waverley Grange offer an outstanding level of customer service and I wanted to share with you all an example of the team going over and above.
My mum had a hospital appointment which I attended with her in a wheelchair taxi, however upon leaving the appointment, we were unable to get a

taxi back to the home. The Resident Experience Manager kindly offered to come along and pick us up. The Home Manager, came along to give a helping hand also. We laughed and sang all the way home, reminiscing about trips to the seaside, and fish and chips on the pier which made it more relaxed and happy as my mum was getting upset and agitated for the thought of being stranded at the hospital.
A huge thank you again for the outstanding care you are delivering at the home.

Reply from Stephen Rondel, Customer Adviser at Waverley Grange Care Home

Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments about our excellent staff. It is lovely to hear you had such a personable, friendly service.

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Review from S N (Daughter of Resident) published on 8 March 2018
Submitted via Postal Card • Report

Overall Experience

My mother has received excellent care and understanding from the staff. I would say that the food could improve and perhaps the provision of fresh fruit.

Reply from Jayne Duck, Customer services administrator at Waverley Grange 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 Peter S (Son of Resident) published on 7 February 2018
Submitted via Website • Report

Overall Experience

Thank you so much for the bridge table. It has made a huge difference. My mother and friends are all delighted. Indeed having the opportunity to play bridge twice a week is hugely important for my mother as it provides a continuity with her life prior to coming to Waverley Grange, as well as a sense

of pride in being able to continue with challenging mental activities even at the age of 101.

Reply from Jayne Duck, Customer Services Administrator at Waverley Grange Care Home

Thank you for your review. I'm so pleased that your mother and her friends can continue to enjoy their games of bridge together. It is the little things like this that make all the difference.

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Review from A W (Son-in-law of Resident) assisted by family/friend published on 17 August 2017
Submitted via Postal Card • Report

Overall Experience

My mother in law entered the home on end of life care after a serious stroke. The facility was excellent, the staff very caring and friendly.

Reply from Jayne Duck, Customer Services Administrator at Waverley Grange Care Home

So sorry to hear of your loss. Please accept our condolences. 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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Waverley Grange Care Home

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Funding & Fees Guide for Waverley Grange Care Home

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