Review from Joy R (Respite Resident) published on 18 March 2022
Submitted via Postal Card • Report

Overall Experience

All staff very helpful, sometimes a long wait when ringing the bell occasionally as staff are short. Food is good, but if you have a cooked breakfast, not very warm in the morning.

Reply from Julie Caygill, Hospital Liaison Team Administrator at The Polegate Care Home

Thank you for your kind review, it is lovely to see that we have some good ratings. We are sorry that there was a wait for the call bell. I can assure you that we have not been short-staffed and the waiting time has been addressed by the home manager. He now has a special pager that goes off if call bells go over the expected response time and we are pleased to report that things have improved. We do also apologise that the cooked breakfast was not very warm in the morning, we have since purchased a new hot trolley which has improved the temperature of the food.

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Review from Daniel B (Grandson of Resident) published on 3 January 2022
Submitted via Website • Report

Overall Experience

At the start of my grandmother's admittance to the home, I was happy with how she was being taken care of. Unfortunately, as her health declined and she needed end of life care I was not happy with how she was dealt with. It was a distressing time and the unsatisfactory level of end of life care only

made the situation even more distressing for our family.

Reply from Diane Kerwin, Hospital Liaison Team Administrator at The Polegate Care Home

Please accept our sincere condolences on the recent passing of your Grandmother, we also want to thank you so much for your lovely comment about our staff who do their best at all times and always treat our Residents very kindly. At HC-One we always listen and ensure feedback is used to reflect and learn lessons. I would like to assure you that we have reviewed our end of life practices at the Home and have implemented robust plans to ensure our Resident and Relative experiences remains of a high standard.

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Review from Margaret W (Wife of Resident) published on 2 August 2021
Submitted via Postal Card • Report

Overall Experience

My husband has been at The Polegate Care Home for a very short time and I find the staff kind and caring, also patient. Looking forward to longer visiting hours when rules are relaxed.

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Review from Margaret C (Respite Resident) published on 14 April 2021
Submitted via Postal Card • Report

Overall Experience

Very reassuring when doing the exercise, great support; felt safe at all times when walking.

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Review from Audrey M (Respite Resident) published on 15 January 2021
Submitted via Postal Card • Report

Overall Experience

I have enjoyed my stay here. A caring staff, happy and friendly. The atmosphere is a happy one. The meals were very good.

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Review from M F (Resident) published on 22 December 2020
Submitted via Postal Card • Report

Overall Experience

Very good. All staff and residents lots of camaraderie.
I shall miss everyone immensely.

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Review from P M (Resident) published on 9 October 2020
Submitted via Postal Card • Report

Overall Experience

As everyone here knows I don't want to leave. The reason being they are all so kind, helpful and friendly. I still don't want to go! Boohoo!

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Review from L L (Respite Resident) published on 6 October 2020
Submitted via Postal Card • Report

Overall Experience

Staff helpful and respectful, especially to the elderly with specific difficulties. One problem was dealt with promptly with respect to me, as was the other. I never complain lightly. Agency staff were involved, the staff who saw knew I would say something. I would not want my mum to be treated without

respect! Day and night staff helpful. Best of the three homes I have been in. Training is thorough, lovely atmosphere. You are lucky to have a caring team.

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Review from P H (Respite Resident) published on 16 September 2020
Submitted via Postal Card • Report

Overall Experience

Pleasant room with all mod cons, but exposed to noise at night from other residents either in pain or watching TV very late and very loud. The night staff were very helpful in getting me comfortable in my chair at 5am. Meals very tasty but the portion size was larger than I am used to. Helpful and friendly

day staff.

Reply from Julie Caygill, Hospital Liaison Team Administrator at The Polegate Care Home

Further to our conversations both during your stay and after, we confirm that you were happy with your care as per the remainder of your comments and were offered resolutions to the TV issue noted satisfactorily. We were so pleased to be able to support you with your rehabilitation and wish you well with being back home in the community. Thank you so much for your lovely card which we received. I have also passed your comments onto the NHS team.

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Review from S W (Respite Resident) published on 5 May 2020
Submitted via Postal Card • Report

Overall Experience

Very good, friendly atmosphere. Good service. Good food. Good team.

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Review from M M (Resident) assisted by family/friend published on 8 April 2020
Submitted via Postal Card • Report

Overall Experience

Very good.

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Review from V F (Resident) published on 7 April 2020
Submitted via Postal Card • Report

Overall Experience

Waiting up to 20 minutes for bell to be answered!

Reply from Julie Caygill, Hospital Liaison Team Administrator at The Polegate Care Home

Thank you for your review. As discussed with you we monitor the call bells daily as part of our practice and the staff team are reported back to with any findings that exceed our preferred response time. I understand that you are now happy with this explanation. We also appreciate your comments regarding the kind care you receive and that staff are sweet, which have been shared with the team.

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Review from Adriana L (Resident) published on 30 March 2020
Submitted via Postal Card • Report

Overall Experience

The entire nursing staff are really kind, patient and caring. I feel very lucky to be here.

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Review from Eileen G (Respite Resident) published on 23 January 2020
Submitted via Postal Card • Report

Overall Experience

Lack of information of move from hospital to home. Being unable to weight bear, time waiting to use the commode, once 15 minutes and 20 minutes after toilet. I could have had a fall.
Lack of bed changing, dull room, no colours or pictures. The manager never came to see if I was alright. No blood pressure,

blood sugars or temperature taken. Being left without water, food very poor, soup too salty.
Not pleasant having males to attend toilet.
Nurses could have been smarter. More staff needed, the girls run off their feet. Too greater contrast in type of patients.

Reply from Clare Sheehan, TBC at The Polegate Care Home

Thank you for your review. Family members were met with several times during your stay at the home and all areas were addressed to the best of our capabilities. It has highlighted the need to ensure that our home is the best place to meet the needs of those Residents on temporary placement and is decided in conjunction with East Sussex Healthcare NHS Trust.

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Review from P H (Respite Resident) published on 22 January 2020
Submitted via Postal Card • Report

Overall Experience

In the short time, I have been here the staff have been very kind and caring. The food is good. The first bath in 14 days and I had my hair done and I've been kept informed by your staff every step of the way.

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Review from T D (Resident) published on 13 December 2019
Submitted via Postal Card • Report

Overall Experience

I have found the staff and facilities at The Polegate Care Home to be excellent, would not hesitate to recommend them to anyone. Their care and attention has helped us a great deal and I thank all the staff for this help.

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Review from G S (Resident) published on 17 October 2019
Submitted via Postal Card • Report

Overall Experience

Very satisfied. This is a well-organised operation with friendly staff and good care and food.

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Review from D W (Respite Resident) published on 17 October 2019
Submitted via Postal Card • Report

Overall Experience

Feel I am leaving good friends behind, not just carers and nurses. Wonderful people, every one of them.

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Review from J K (Resident) assisted by family/friend published on 19 September 2019
Submitted via Postal Card • Report

Overall Experience

Extremely pleased with all staff and their dedication and assistance in caring to rehabilitation, after trauma.

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Review from F N (Resident) published on 19 August 2019
Submitted via Postal Card • Report

Overall Experience

Excellent.

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The Polegate Care Home

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