Merlewood

Hollow Lane, Virginia Water GU25 4LR
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9.7 84 Reviews
  • Merlewood, Virginia Water
Merlewood Nursing & Residential Home is a converted Victorian house with bedrooms purpose-built all on the ground floor for nursing and elderly care needs, located within 23-acre grounds and surrounded by the picturesque Surrey landscape.

The service keeps close links with related health services, including hospices, GPs in order to ensure personal care packages remain updated and effective to each individual.

Many trips, outings and events are organised as part of the home's activities programme, including musical entertainment, art and handicrafts, film shows and garden fetes.

With 42 beautifully appointed rooms, Merlewood provides a range of care types, including residential care, nursing and palliative care, and respite and short stay options, all tailored to individual needs with personalised care plans.

Merlewood is a converted Victorian house with all bedrooms on the ground floor enjoying views of the beautifully landscaped grounds. Merlewood has a tranquil atmosphere that feels like home. Residents enjoy the beauty of nature with manicured gardens, quiet walking paths, and outdoor seating areas ideal for relaxation. Known for its vibrant community and active social calendar, designed to cater to varied interests and abilities. From art classes and music therapy to themed events, residents are encouraged to engage, connect, and thrive.

Dining at Merlewood is a daily enjoyment. The in-house chef prepares nutritious and delicious meals using fresh and seasonal menus, served in an elegant dining room where residents dine together.

Merlewood’s warm and welcoming team ensures each resident feels valued, supported, and cared for in every aspect of daily life, making it a place where comfort, companionship, and exceptional care come together seamlessly.

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Care Provided by Merlewood

  • Primary Care Categories
  • Mental Health Condition
  • No Medical Intervention
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Care Types Provided
  • Nursing Care
  • Residential Care
  • For a maximum of 54 Service Users
  • Voluntary / Not for Profit Owned
  • Care Offered
  • AIDS/HIV
  • Asperger Syndrome
  • Autism/ASD
  • Bipolar/Manic Depression
  • Cancer Care
  • Cerebral Palsy
  • Colitis & Crohn's Disease
  • COPD/Pulmonary Disease
  • Epilepsy
  • Head/Brain Injury
  • Hearing Impairment
  • Motor Neurone Disease
  • Multiple Sclerosis
  • Muscular Dystrophy
  • Neuropathic
  • Orthopaedic
  • Parkinson's Disease
  • Speech Impairment
  • Stroke
  • Visual Impairment
  • Other Care Provided
  • Convalescent Care
  • End of Life Care
  • Own GP if required
  • Palliative Care
  • Physiotherapy

Good to Know

  • Person in charge
  • Debbie Vellender (General Manager)
  • Admission Criteria
    • Ages 65+
  • Room Information
    • Single Rooms (54)
    • Couples/Companion Rooms (0)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Last Refurbishment: 2022
    • Number of floors: 1

Funding & Fees Guide for Merlewood

  • 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 from £1,500
    • Self-Funded Nursing Care from £2,250
    • RESPITE Self-Funded Residential Care from £1,600
    • RESPITE Self-Funded Nursing Care from £2,350

  • We will apply for NHS-funded Nursing Care (FNC) for all residents receiving nursing care and if awarded this will be deducted from your fees.
  • (these prices are only a guideline, please contact Merlewood to find out the exact price for your requirements)

Facilities

  • Bar/Café
  • Close to Local shops
  • Gardens
  • Ground Floor Accommodation only
  • Minibus or other transport
  • Near Public Transport
  • Own Furniture if required
  • Phone Point in own room
  • Residents Internet Access
  • Residents Kitchenette
  • Smoking not permitted
  • Television point in own room
  • Wheelchair Access
  • Visiting

  • The home have an open visiting policy.


  • Parking

  • Ample parking on site and disabled parking by the entrance.


Merlewood Reviews (84)

Total of 84, showing 41-60
9.7

Merlewood has a Review Score of 9.7 (9.653) out of 10, based on 23 reviews in the last 2 years. Over all time Merlewood has 84 reviews.

Overall Experience

  • 68
  • 14
  • 2
  • 0
  • 0

Date Published

84
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Review from D W (Husband of Resident) published on 21 October 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Fantastic care.
So friendly and capable staff.

Reply from Debbie Vellender, General Manager at Merlewood

Thank you for taking the time to complete the review. It was a pleasure to care for your wife, and we look forward to seeing you back again soon.


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Review from Patricia S (Resident) published on 23 September 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I was given a very pleasant and comfortable room with splendid views across the grounds and the arboretum. The staff were very kind and friendly and popped in and out socially. I was very taken with how well they looked after people in the dining room who needed help and care.

Reply from Debbie Vellender, General Manager at Merlewood

Thank you for taking the time to complete the review. When chatting to you it is lovely to hear that we have also helped restore your social confidences that have been affected by the covid lockdowns and isolation. We look forward to you staying with us again.


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Review from Caroline K (Daughter of Resident) published on 7 July 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has lived at Merlewood for eleven years. She has received excellent care and attention. As well as providing for all her basic needs, the care team have consistently ensured that her daily life is rich in experiences and tailored to her character and wishes. The staff always treat her with
respect and dignity and pay attention to her as an individual, taking her preferred activities and enjoy a choice of food. She is encouraged to have her own things with her and to opt to be in her own room or to use the communal facilities. Special occasions (eg birthdays) are always marked and celebrated. Staff keep a careful eye on her personal needs and are very supportive in helping with the telephone etc.
As her daughter, I have been very impressed by the consideration shown to me in my support for my mother. The team ensure that I am always kept fully informed of all matters regarding her welfare and have enabled me to organise social occasions for her at Merlewood.
Finally, Merlewood's response to the Covid pandemic has been exemplary. Well done, Merlewood!

Reply from Debbie Vellender, General Manager at Merlewood

Thank you so much for your lovely review. We are looking forward to celebrating your mother's 102nd birthday today. I will ensure your comments and gratitude are shared with everyone.


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Review from Richard B (Resident) published on 30 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The fact that I have stayed for the third week speaks for itself. All the staff have been helpful day and night.

Reply from Debbie Vellender, General Manager at Merlewood

Thank you for your review. It was lovely to see you again for your second short stay, we look forward to seeing you and welcoming you again.


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Review from Deborah B (Daughter of Resident) published on 24 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Merlewood has exceeded my expectations - my father was suddenly discharged from hospital on a Friday afternoon and they were able to take him at short notice and managed the situation for us - my father has settled well and has gone from respite to permanent resident. He is well looked after and we
are kept informed of changes promptly.

Reply from Debbie Vellender, General Manager at Merlewood

Thank you for taking the time to review Merlewood. It is always a huge compliment and pleasure when new residents decide to stay permanently. I will ensure the whole team have an opportunity to read your comments.


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Review from J P (Daughter of Resident) published on 25 May 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum has been a resident in Merlewood for 3 years now and the care is exceptional. They have looked after her so well when she had pneumonia and nursed her through COVID19, which she survived despite being 97 years old. She has a lovely sunny room overlooking the grounds and she has enjoyed the social
activities and trips out in the minibus. The carers are lovely with her and are also very efficient and professional. Mum is happy here.

Reply from Debbie Vellender, General Manager at Merlewood

Thank you for your lovely review of the home and the staff, I will not hesitate to share your kind words with the team. It is so nice to see your mum and other residents bounce back to themselves from a difficult year.


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Review from T F (Son of Resident) published on 12 May 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Fine!

Reply from Debbie Vellender, General Manager at Merlewood

Thank you for taking the time to review the care at Merlewood. It is great to see you would recommend Merlewood as a care provider.


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Review from M H (Regular Volunteer) published on 23 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The care home, which I have volunteered at from 2006 until the start of the Covid-19 pandemic, is a friendly place. Lovely decor and caring staff. The home is set in stunning grounds and has good accommodation.

Reply from Debbie Vellender, General Manager at Merlewood

Thank you for taking the time to complete this review. You and the other volunteers have been really missed. We truly look forward to seeing you again very soon.


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Review from Richard G (Husband of Resident) published on 21 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My wife has been in Merlewood Care Home for more than twelve months during which she has received constant and overwhelming support and attention. All the staff, nurses, carers have become her friends and she tells me she is very happy at Merlewood.

Reply from Debbie Vellender, General Manager at Merlewood

Thank you for your kind words and lovely comments. The last 12 months have been hard for everyone. I will ensure your comments are shared with everyone.


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Review from Angela S (Daughter of Resident) published on 21 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother is extremely well looked after. All of her needs are met and she is included in social activities. I am regularly informed of her progress and the staff are all so kind and helpful, nothing is too much trouble. Merlewood go above and beyond to ensure their residents are happy and stimulated.

Reply from Debbie Vellender, General Manager at Merlewood

Thank you for taking the time for this lovely review. I will ensure your comments are shared with everyone.


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Review from Alison P (Daughter of Resident) published on 18 March 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother entered Merlewood 3 weeks before the national lockdown in March 2020. Her arrival from hospital was extremely well managed by Marlewood and our family was made very welcome by all staff there. Due to lockdown restrictions, access has been minimal, however, communication between the home and
my father has been excellent with daily phone calls being made by Marlewood. My mother has built a close, happy and trusting relationship with the staff.

Reply from Debbie Vellender, General Manager at Merlewood

Thank you for your review, I will ensure it is shared with the staff. We are looking forward to welcoming family and friends back in to visit as soon as we are able.


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Review from Linda C (Daughter of Resident) published on 8 March 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum moved to Merlewood nearly two years ago after being unable to continue living at home. She was reluctant at first, but it did not take long for her to settle and to join in with some of the activities on offer. She has been very well looked after, her needs are all met with unfailing kindness and
it is a great relief to her family to know that she is safe. The last 12 months have been so challenging, but everyone at Merlewood has risen to that challenge and dealt with whatever was thrown at them. We are now hoping for some normality to return - but we know that whatever happens, Mum is well cared for and safe - and we cannot thank the manager and her team enough for that.

Reply from Debbie Vellender, General Manager at Merlewood

Thank you for your heart felt review. The team have been amazing in the last 12 months, they have shown true dedication. Your mum clapped for carers weekly at her door during the height of the pandemic. We are all truly looking forward to something nearer normal and seeing you more frequently again in the not too distant future all being well.


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Review from Emma P (Daughter of Resident) published on 18 February 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been made to feel so welcome and at home since she arrived at Merlewood in July.
Staff and carers are all so friendly and make Mum feel very comfortable, all her needs are catered for.
She enjoys participating in some of the home's activities and always talks about the quality of the
food they serve, it sounds delicious.
The home has dealt well with the added pressures Covid has brought and strive to keep residents and their families safe by providing a comfortable visiting room with a glass partition.
My mother is very happy here.

Reply from Debbie Vellender, General Manager at Merlewood

Thank you for this lovely review. The team have worked hard through covid. I am glad your mum has settled in well.


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Review from Pam P (Power of Attorney of Resident) published on 14 January 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

All the staff at Merlewood are courteous, caring and helpful. They have made every effort to engage residents in activities and keep contact with friends and family during these difficult months during the covid pandemic.

Reply from Debbie Vellender, General Manager at Merlewood

Thank you for your review. We are very proud of the care we provide for our residents especially in these difficult times.


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Review from Margot B (Regular Volunteer) published on 14 July 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I would like to congratulate Merlewood for the wonderful way in which everyone has worked to keep everyone safe, secure, and thriving! I have come there as a volunteer for many years and have seen and witnessed your great kindness and care for friends and residents - a wonderful place when the time
comes to enjoy and relax.

Reply from Debbie Vellender, General Manager at Merlewood

Thank you for your lovely review. We are proud of the team's response to keep everyone safe. We look forward to seeing you soon.


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Review from Ann H (Wife of Resident) published on 1 July 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband has been a resident for nearly 1 year. During this time he has received the most outstanding care and nursing. The whole feel of Merlewood is one of sincere friendliness and professionalism. Management, which has eased the sadness of missing him at home. I am highly grateful and consider
ourselves very fortunate to have found this nursing home and to have a place there.

Reply from Debbie Vellender, General Manager at Merlewood

Thank you for you lovely review of the care and team at Merlewood. We take pride in the compassion and homely atmosphere experienced by residents and families.


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Review from Gen S (Next of Kin) published on 25 June 2020
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My aunt has been a resident for 4 years at Merlewood in Virginia Water. She is very happy there and we both are very impressed and happy with the way the home has handled the Covid-19 crisis. Some visiting from outside her room has certainly helped and hopefully, this will be able to be increased
to some extra visiting time slots in the near future.

Reply from Debbie Vellender, General Manager at Merlewood

Thank you for your review. We are slowly moving forward with unlocking and further visiting arrangements.


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Review from Jane C (Daughter of Resident) published on 24 June 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The Coronavirus pandemic has challenged everyone, but we hear so much in the news about how care homes, in particular, have struggled at this time. Merlewood, however, has done a brilliant job. They closed to visitors before the national lockdown and since then have maintained excellent vigilance and
precautions. The staff have been aware of how much the residents miss contact with visitors, but have put on events and services to raise spirits. The home has been free of cases of the virus and is now able to start lifting restrictions in the same careful way that they were put in place. We really appreciate the care and protection our mum has received during this very difficult time for all, especially the elderly.

Reply from Debbie Vellender, General Manager at Merlewood

Thank you so much for your lovely review. We are proud to have remained free from the virus and are now able to offer garden visits.


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

Overall Experience  Overall Experience 4.0 out of 5

The staff have dealt well with all the restrictions resulting from Covid-19, managing to keep residents safe and reassured whilst in lockdown. Activities have had to be suspended for the time being.
Management has kept relatives updated throughout.

Reply from Debbie Vellender, General Manager at Merlewood

Thank you so much for your lovely review. We are now able to offer garden visits and hope to offer more in the near future.


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Review from Liz (Daughter of Resident) published on 18 June 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother became unable to cope during lockdown. As she had previously been to Merlewood for a short stay, it was our first choice. They were able to accommodate my mother within 24 hours which was amazing. The transfer was arranged and she was very efficiently transferred to her room. It was very strange
not being able to help her settle but the staff have helped her to adjust to the new surroundings and she is being looked after very well.

Reply from Debbie Vellender, General Manager at Merlewood

Thank you for taking the time to review and share your experience of your mother's admission to Merlewood. We appreciate your feedback, we take pride and satisfaction in delivering quality compassionate care.


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Current Review Score: 9.7 (9.653)

Overview of Review Score

The Review Score of 9.7 (9.653) out of 10 for Merlewood is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.7 out of 5 from 23 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 21 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 4.653 for Merlewood is calculated as follows: ( (200 Excellents x 5) + (54 Goods x 4) + (19 Satisfactorys x 3) + (1 Poors x 2) ) ÷ 274 Ratings = 4.653

  • 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 5 Points relating to the number of positive Reviews for Merlewood is based on 21 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 + 0.1 + 0.1 + 0.1 + 0.1 = 4

    • 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 54 registered maximum number of service users is 10.8, which has been reached with 21 Positive reviews. Points = 1

  • 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: 22 May 2019

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Good

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 (2)

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Meet the Team (1)

Debbie

Debbie Vellender

Job Title: General Manager

Joined: 2013

Debbie trained as a nurse at St George’s Hospital Tooting and Queen Mary’s Hospital Roehampton in the 90’s. This was followed with over 20 years nursing in the NHS, mainly within Medical and Elderly care, working her way to the position of Advanced (Clinical) Site Practitioner at a large local hospital. It was during this time that Debbie’s passion for care of the elderly blossomed, along with the personal fulfilment of getting to know people in her care, and their families.


Debbie moved into Social Care at Merlewood in 2013 as Deputy/Clinical Care Manager to use her skills and experience in a different aspect of elderly medical care. In 2019 Debbie became General Manager of the home. Debbie gets huge satisfaction from leading a team of like-minded compassionate individuals; Merlewood residents and staff have become a second family to her.