Review from Jen G (Granddaughter of Resident) published on 17 January 2023
Submitted via Website • Report

Overall Experience

Firstly this has taken me 8 months to write as I have been so angry with this place and I wanted to make sure I chose the right words to express how I feel about this so-called amazing care home!
After my nan had a fall to then find out that she had lung cancer we decided the best place of care for

my nan would be this care home and how shocked were we!
My nan was in this home from October 2021 to May 2022 where she passed away. The care given by the staff was appalling, they kept her in a room downstairs which is not staffed, and whenever she rang the buzzer no one would come. She had a broken toilet door with nails hanging out of it which was reported over and over and she was treated like utter trash. Many times I would visit and my nan would be crying asking to go home many times I ended up in huge arguments with the management. Let's skip to May of 2022 the morning my sweet Nanny passed away. I got a call just after midnight telling me to come in as she was in her final hours.

Reply from Grace Langfield, Customer Service Adviser at Norewood Lodge Care Home

Hello, thank you for getting in touch. We are sorry to hear you're not happy with your experiences with us and with your nans care. Please could you contact us at feedback@bupa.com so we can investigate your concerns in more detail? Many thanks.

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Review from Andrea I (Daughter of Resident) published on 6 January 2023
Submitted via Website • Report

Overall Experience

I am so happy and quite overwhelmed with the overall care and support of the staff at Norewood Lodge. Not only did they do an excellent job caring for my dad, but they supported me and my mum through the whole two years my dad was a resident. And it wasn't just the nursing staff, the whole team from

management and reception staff to the gardener and cleaners, they truly do look after everyone! I would definitely recommend Norewood Lodge to anyone who is struggling to find the perfect care home for their loved ones. You and your family will be looked after right from the very beginning to the end and thereafter.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Norewood Lodge Care Home

Thank you for your lovely review. We are so happy that we were able to provide the care and support you all needed throughout the last couple of years. Thank you again for your kind words and recommendation.

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Review from S K (Daughter of Resident) published on 24 March 2022
Submitted via Postal Card • Report

Overall Experience

Mum received excellent care from all the staff at Norewood Lodge. So helpful with a quick response so we were able to transfer mum from the hospital. They were compassionate and caring and remembered mum from a previous respite visit. It was tremendously reassuring knowing mum was being so well cared

for and we can't thank all the staff enough.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Norewood Lodge Care Home

Thank you for taking the time to leave us your review. We are so happy that we were able to get your Mum back into Norewood Lodge. Thank you for choosing us again.

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Review from G S (Son of Resident) assisted by family/friend published on 18 January 2022
Submitted via Postal Card • Report

Overall Experience

My mother was accepted into Norewood Lodge Care Home initially for two weeks of respite care but after a diagnosis of cancer, stayed for five months until her death. At any stage of her illness, she was cared for and treated with kindness and respect. Our family were all welcomed by members of staff

and kept informed of any changes in her condition or needs.

Reply from Amanda Barnes, Customer Service Adviser at Norewood Lodge Care Home

We appreciate you taking the time to leave us your comments. We are sorry to hear about your loss, please accept our condolences, We are glad to have helped you and your family through such a difficult time. Hopefully, you will go away from this feeling like your mother received the best possible care.

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Review from Andrew T (Son of Resident) published on 16 September 2021
Submitted via Website • Report

Overall Experience

We are extremely happy with how Norewood Lodge Care Home in Portishead made the final few months of my Dads life full of care, safety and dignity. My Dad had been suffering from Parkinson’s disease for years and when he started to struggle to get out of bed and repeatably falling over Norewood Lodge

was an obvious choice for somewhere that could make sure he was safe in his final time with us. We’d heard good things about Norewood Lodge from friends that lived in the area and whilst Covid made it difficult to see him at times we always felt the staff to be friendly and accommodating at all times. My Dad was always well dressed, in clean bedding, nicely shaven and (most importantly) happy. When my Dad died the excellent nursing staff noted his rapid deterioration which allowed us to be by his bedside when he peacefully slipped away from us which we will always be eternally grateful for. Clearly the past few months have been very difficult for us but a silver lining has been Norewood Lodge.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Norewood Lodge Care Home

Thank you for taking the time to leave your review. We are so sorry for your loss but hopefully you were comforted knowing that your Dad received the very best care possible at Norewood Lodge. Thank you again for your kind words.

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Review from H C (Daughter of Resident) published on 20 August 2021
Submitted via Postal Card • Report

Overall Experience

Mum was not well and the hospital said she couldn't come home as I wouldn't be able to manage her care needs. With very little time to the discharge date, I started looking and went to look at Norewood Lodge. The managers were lovely, kind, compassionate and caring. Room was very nice, Mum was allowed

her own furniture, bedding and curtains - anything to make it seem more homely. All staff were kind, patient and looked after Mum extremely well and telephoned with any concerns. Glad Mum was comfortable and feel we were blessed to find such a lovely care home.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Norewood Lodge Care Home

Thank you for your review. We are so glad to hear that you found everyone "kind, patient and compassionate", it is always nice to hear our staff described in this way. Thank you for choosing Norewood Lodge to care for your Mum.

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Review from S A (Daughter of Resident) published on 2 August 2021
Submitted via Postal Card • Report

Overall Experience

My mother spent the last two months of her life here and was very well looked after. The staff are lovely, so kind and helpful. Even though she had trouble eating, they would always find something tasty that she could manage.

Reply from Amanda Barnes, Customer Service Adviser at Norewood Lodge Care Home

We appreciate you taking the time to leave us your comments. We are sorry for your loss. Thank you for trusting us to care for your Mother in her last few months. Hopefully, you will go away from this, feeling like your Mother received the best possible care.

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Review from E V (Sister-in-law of Resident) published on 14 July 2021
Submitted via Postal Card • Report

Overall Experience

From the very moment I heard my sister-in-law has been offered a place, my experience has been quite wonderful, caring, kind, wonderful nursing, compassionate nursing and warm and friendly overall atmosphere.

Reply from Amanda Barnes, Customer Service Adviser at Norewood Lodge Care Home

We appreciate you taking the time to leave us your comments. It is always nice to hear words like “Kind” and “Compassionate'' being used to describe our care. Please, let us know if there is anything we can do to make your sisters-in-law's stay as comfortable as possible.

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Review from J H (Daughter of Resident) published on 28 April 2021
Submitted via Postal Card • Report

Overall Experience

This was the 5th nursing home my father stayed at for respite and the only one that could manage his needs effectively so that he could have a good quality of life. He needed 1800ml of fluid per day in order to remain healthy and lucid which was quite a task, but Norewood very successfully rose to this

challenge. All carers are very friendly and lovely people, making positive relationships with residents and relatives. Food is really excellent, environment clean, no smells, rooms spacious with ensuites and my father had beautiful sea views. End of life care was excellent and very compassionate stimulating activities and very well managed. Would highly recommend. So glad Dad decided to stay and said that it was better than having his live in carers.

Reply from penelope kudelnitzky, Customer Service Adviser at Norewood Lodge Care Home

Thank you for leaving your review and entrusting our home for your father's care and what a lovely room to have with the sea views. Our resident's health and well being are our most important priority and you have left such comments regarding the staff which will be passed on. If there is anything you wish to discuss further please do let us know.

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Review from Sue D (Daughter of Resident) published on 16 March 2021
Submitted via Website • Report

Overall Experience

My mother was well cared for, the staff were amazing. Thank you all for the hard work you do. Mother was a very happy lady in the last days of her life. Staff were very good to me and my brother with help and support.

Reply from Melanie Cope, Customer Service Adviser at Norewood Lodge Care Home

We really appreciate you taking the time to leave such lovely comments. We are so pleased that the last days of Mum's life were happy. We are very glad to hear you felt supported, so please let us know if there is anything further we can do for you and your family at this time.

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Review from Veronica S (Respite Resident) published on 5 February 2021
Submitted via Postal Card • Report

Overall Experience

Almost like being on holiday, not a care home.
Almost sorry to leave, a lovely atmosphere.

Reply from Melanie Cope, Customer Service Adviser at Norewood Lodge Care Home

Thank you for your kind words, we are very glad your loved one enjoyed their stay with us.

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Review from D L (Son of Resident) published on 18 August 2020
Submitted via Postal Card • Report

Overall Experience

My father was very well looked after. The staff and premises were very clean. Although visits were limited, it was no problem for us to call the nurses. Generally very very pleased with all aspects of the service and would highly recommend Norewood Lodge.

Reply from Greta Narbutaityte, Customer Adviser at Norewood Lodge Care Home

Thank you for your kind words. We are very happy to hear you are satisfied with the quality of our care.

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Review from A D (Son of Resident) published on 29 June 2020
Submitted via Postal Card • Report

Overall Experience

My father was extremely poorly when he arrived at the home. He was made to feel so welcome. As a family, we could not have put him anywhere better. It is extremely hard for everyone at the moment, but to know he was so well looked after has made his passing so much easier to cope. Thank you Norewood

Lodge.

Reply from Greta Narbutaityte, Customer Adviser at Norewood Lodge Care Home

Thank you for trusting us with your father's care. Please let us know if there is anything else we can do for you or your family.

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Review from N C (Daughter of Resident) published on 7 April 2020
Submitted via Postal Card • Report

Overall Experience

We felt great trepidation and relief when our Mum was admitted to Norewood Lodge, trepidation because she never wanted to go into a care home and relief because it took the burden of being her 24-hour carers off our shoulders and allowed us to become her family again.
Our trepidation was ill-founded

as Mum felt very safe and loved at Norewood Lodge and soon felt at ease there calling it her home.
Each and every one of the staff was gentle, kind, patient and caring toward my mum, something which we will be eternally grateful for.

Reply from Greta Narbutaityte, Customer Adviser at Norewood Lodge Care Home

Thank you for such kind comments, we are very happy to hear that you can feel at ease and mum has settled well.

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Review from Susan G (Daughter of Resident) published on 25 February 2020
Submitted via Postal Card • Report

Overall Experience

My mother was at Norewood Lodge Care Home for the last three weeks of her life. The staff and their treatment of her made those weeks extremely special. They were caring, respectful and nothing was too much trouble. Nobody could have done more than they did. In her final hours, the support, care and

dignity were exemplary.

Reply from Greta Narbutaityte, Customer Adviser at Norewood Lodge Care Home

We are very sorry about your loss. Please let us know if there is anything else we can do for you or your family.

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Review from W H (Husband of Resident) assisted by family/friend published on 6 February 2020
Submitted via Postal Card • Report

Overall Experience

Our overall experience for the day my wife entered Norewood Lodge was second to none. All the staff showed care and kindness at all times. We feel very lucky my wife spent her final days at Norewood. My deepest thanks.

Reply from Greta Narbutaityte, Customer Adviser at Norewood Lodge Care Home

We really appreciate you taking the time to leave such kind feedback, thank you.

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Review from Linda S (Daughter of Resident) published on 6 August 2019
Submitted via Website • Report

Overall Experience

Everything about Norewood Lodge exceeded our hopes and aspirations for an environment for my mother to spend the last six months of her life. All members of staff treated my mother with the utmost respect and kindness and always went the extra mile to ensure that she was comfortable and as happy as

could be.
Every member of the family who visited was treated as a friend and it was a great comfort to know that my mum would have the same people looking after her day (and night) in, day out.
On the day of my mum's passing we all cried together!

Reply from Greta Narbutaityte, Customer Adviser at Norewood Lodge Care Home

We are glad to help you and your family through such a difficult time. We are saddened about your mothers passing, so please let us know if there is anything else we can do to help your family.

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Review from B G (Resident) assisted by family/friend published on 8 April 2019
Submitted via Postal Card • Report

Overall Experience

The staff are generally very helpful. The food is good. I have a lovely sea view from my room. It is a very clean and pleasant home.

Reply from Greta Narbutaityte, Customer Adviser at Norewood Lodge Care Home

Thank you for your kind words. We are very glad to hear you are happy with the care you are receiving. Please let us know if we can make your stay any more comfortable.

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Review from Linda W (Daughter of Resident) published on 19 March 2019
Submitted via Postal Card • Report

Overall Experience

Norwood Lodge exceeds all expectations of a very good care home. I would rate Norwood as excellent in all categories. It is spotless. It is bright and welcoming. The staff are amazing. It really does feel like home. The activities are fun for the residents and their families. They make everyone feel

part of a huge family. They go the extra mile to ensure that the time spent there is as pleasant as possible. Each member of staff makes every resident feel they are the only person they are looking after that day. Wonderful.

Reply from Greta Narbutaityte, Customer Adviser at Norewood Lodge Care Home

Thank you for taking the time to leave your review. We are very happy to hear you can feel at ease with your loved one in our care and that you feel like a part of our Norwood Lodge family. Thank you for choosing our care home for your stay.

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Review from Abi G (Daughter of Resident) published on 8 March 2019
Submitted via Website • Report

Overall Experience

Having looked at a lot of other Care homes, I arrived at this Care Home to inquire about a permanent stay for my Mother who has some incurable brain-related damage. From the moment I arrived there was nothing but smiles, positivity and reassurance that my mother would be happy, comfortable and extremely

well looked after. The Care Home Manager was very accommodating and did her utmost to help at this very difficult time, the Reception staff were very informative and lovely to deal with, this all went towards making me feel very much at ease.
We are now 4 months from that day and all of the above were met, unfortunately, she has very much deteriorated with now having Dementia but this doesn't stop all the staff treating her with dignity and respect at all times. The Carer, Nurses and Housekeeping staff are always cheerful, upbeat and nothing is too much trouble. For what is a very heart wrenching and difficult decision for anyone in this situation I would look no further than this home.

Reply from Greta Narbutaityte, Customer Adviser at Norewood Lodge Care Home

Thank you for taking the time to leave your review. We are pleased to hear about your positive experience and appreciate your comments about our home. We will certainly share your feedback with the home's manager. The Bupa Customer Care Team

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Norewood Lodge Care Home

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