Warmley House Care Home has a Review Score of 9.8 (9.754) out of 10, based on 11 reviews in the last 2 years. Over all time Warmley House Care Home has 56 reviews.
Overall Experience
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6
2
2
Date Published
56
2
4
11
45
Reviewer Connection to Warmley House Care Home
19
18
3
3
3
2
1
1
1
1
1
1
1
1
Overall Experience
25
21
6
2
2
Date Published
56
2
4
11
45
Review from Adrian T (Son of Resident) published on 24 August 2020
Submitted via Postal Card •
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Overall ExperienceOverall Experience5.0 out of 5
Since COVID-19, we have been unable to visit mum. However, the management and staff have communicated excellently with us and mum is being really well looked after.
Reply from Olivia Shields, Marketing Assistant at Warmley House Care Home
Thank you, Adrian, for letting us know how we are doing at Warmley House Care Home. The care and wellbeing of every resident is our number one priority and it is rewarding to have such positive feedback about how we are doing.
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Review from James C (Son of Resident) published on 20 August 2020
Submitted via Website •
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Overall ExperienceOverall Experience5.0 out of 5
I cannot fault this care home they have gone over and above! Especially during these hard times they are dedicated caring and have a fun attitude it seems. We have had the opportunity to visit outside the home and really appreciate the effort they have all put in enabling this when they must have so
much else going on.
Reply from Olivia Shields, Marketing Assistant at Warmley House Care Home
Thank you, James, we always appreciate individuals taking the time to give their feedback and we are very pleased to hear that your experience at Warmley House Care Home was so positive. All of our staff are committed to providing the best possible care experience for all of our residents and it is very rewarding to have their efforts recognised.
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Review from K E (Wife of Resident) published on 14 August 2020
Submitted via Postal Card •
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Overall ExperienceOverall Experience2.0 out of 5
The previous manager insisted on moving my husband to another room - he might be less cared for on lower floor with dementia patients. The previous manager had a massive argument with staff member at husband's bedside. Urine bags were not emptied lots of times causing trauma with bags full of red urine.
Doctor called numerous times regarding this. Day staff blamed night staff! Staff stopped getting him out of bed soon after he came in (approximately 8 years ago) as they were not trained and felt they couldn't keep him safe. I visited him every day to check him! Caused me extreme worry and distress.
Reply from Olivia Shields, Marketing Assistant at Warmley House Care Home
Thank you for taking the time to leave us your feedback. We are very sorry to hear of the concerns that you have raised and would welcome the opportunity to discuss these in more detail. The current Manager has been in post since April 2019. Since then, all staff (both new and existing) have undertaken and repeated all the required training modules and through our continuous recruitment process, the use of agency staff has significantly reduced. Although we are unable to comment on all of your concerns here, we welcome an opportunity to discuss these further with you. Can we ask that you kindly contact the Home Manager or Regional Manager to do this? Thank you again, we look forward to hearing from you.
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Review from R D (Nephew of Resident) published on 12 August 2020
Submitted via Postal Card •
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Overall ExperienceOverall Experience2.0 out of 5
This care home is a fine old mansion but it has not been properly converted to a care home. Some of the rooms are tiny and made by splitting a corridor down the middle and building a partition wall to create rooms less than 3 m wide. My uncle was moved around to 5 different rooms during his stay here.
One room was so inappropriate I had to complain to the manager.
My uncle suffered from 'mysterious' bruising, we understand a member of staff was removed from this care home as a result.
Reply from Olivia Shields, Marketing Assistant at Warmley House Care Home
Thank you for taking the time to leave us your feedback. Our staff are committed to providing the best possible care experience for all of our residents and we are sorry to hear that you feel this has not happened in your case. Warmley House Care Home is a converted, Grade 2 listed building with many original features. As such, the rooms have been created by the construction of partition walls. The decision to move a resident is never taken lightly and is usually to support their ever-changing care needs. The current Home Manager, Peter Mason, has been in the home since April 2019. In this time, all new and existing staff members have completed the required training and the use of agency staff has vastly decreased. Although we are unable to comment on all of your concerns here, we welcome an opportunity to discuss these further with you. Can we ask you kindly to contact the Home Manager or Regional Manager to arrange a meeting? Thank you once again, we look forward to hearing from you.
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Review from J F (Son of Resident) published on 21 July 2020
Submitted via Postal Card •
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Overall ExperienceOverall Experience5.0 out of 5
Throughout my mother's stay she was very happy and there was no cause for complaint. The staff were always cheerful and kind, and have all my gratitude and thanks.
Reply from Olivia Shields, Marketing Assistant at Warmley House Care Home
Thank you for your wonderful feedback about our home. We are pleased to hear that your experience has been positive and appreciate all of your kind comments about our team. Take care.
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Review from C H (Daughter of Resident) published on 21 July 2020
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Overall ExperienceOverall Experience3.0 out of 5
The reason I have given an 'unlikely to recommend' is based on our experiences as a family over the last 3 years. The first two years when the management was poor, we looked at moving Dad several times but due to his dementia, we felt it would unsettle him. We had no issues with the care but the communication
was poor, some of the chairs and general surroundings were in poor condition and Dad was frequently in other people's clothes. There were other issues too.
Reply from Olivia Shields, Marketing Assistant at Warmley House Care Home
Thank you for your feedback. We appreciate you taking the time to share your views. All of the staff are committed to providing the best possible care experience for all of our residents and we are disappointed to hear that you feel this has not happened in your case. In the past year, the home has been under a new management team who have worked hard to address the concerns you have raised. We have improved communication through a comprehensive recruitment and training programme as well as improving the surroundings by installing new dining rooms and redecorating areas of the home. We appreciate all of your comments and encourage you to reach out to us directly at the home if you would like to discuss anything further. We look forward to hearing from you.
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Review from L D (Daughter of Resident) published on 15 July 2020
Submitted via Postal Card •
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Overall ExperienceOverall Experience4.0 out of 5
Mum went into the nursing home already bedbound in February 2020. The staff and management have always been polite, professional and caring, treating Mum with respect and kindness.
Reply from Olivia Shields, Marketing Assistant at Warmley House Care Home
Thank you for sharing your recent experience of our home. We are pleased that it has been so positive and look forward to seeing you again soon. Take care.
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Review from Julie B (Daughter of Resident) published on 15 April 2019
Submitted via Website •
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Overall ExperienceOverall Experience5.0 out of 5
My mum was made to feel very welcome and was put at ease from the minute she arrived. We were allowed to bring her home comforts such as glass cabinet and wall shelves. The home was very accommodating and nothing was too much for the staff to sort out.
We did look at a few homes, we found Warmley
House Care Home and Warmley was the best, mainly down to the staff. They listened to what we needed and were very helpful and understanding of my mum's needs. We had a choice of rooms and I chose one that fitted my mum's disabilities. In fact, mum said it was her little palace.
The standards of the care home were excellent, the food was lovely and hot with plenty of choices. It was clean and tidy and was most of all according to my mum. There was never a bad odour which I did find in other homes. There were regular daily activities, mum really loved the singing.
We would like to thank all the staff that looked after my mum.
Reply from Ronnie Cavanagh, Marketing at Warmley House Care Home
Thank you, Julie, for your comments about your recent experience at Warmley House Care Home. Our residents’ wellbeing is our main priority and it is great to hear that you were so pleased with the quality of our care. We always appreciate individuals taking the time to give their feedback and we are very pleased to hear that you had a positive experience. All of our staff are committed to providing the best possible care experience for all of our residents and it is very rewarding to have their efforts recognised.
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Review from Alison H (Daughter of Resident) published on 14 February 2019
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Overall ExperienceOverall Experience3.0 out of 5
If you had asked me during the first few weeks after placing Mum into a home how I felt, I would have told you without a doubt that it had been the hardest decision I had ever made and it left me heartbroken.
Looking back now I know that placing Mum at Warmley House was the best decision for her
and for my Dad. Mum settled after a couple of weeks and became accustomed to her new home.
During their last month due to ill health Dad joined Mum in Residential in November. The day he arrived staff ensured Mum and Dad spent the afternoon together, both of them sporting new hairdos and looking their very best.
Mum and Dad's health declined and both were moved into Nursing ensuring that they had a room next to each other so that they could remain as close as possible. The care they both received from all the staff was exceptional and very often over and above what was expected.
The dedication and support of all the staff at this sad time meant so much to my sister and I.
Thank you.
Reply from Ronnie Cavanagh, Marketing at Warmley House Care Home
Thank you, Alison, for your kind comments about our Care team. We appreciate you taking the time to leave feedback for Warmley House Care Home. We understand how upsetting it must have been, and are so pleased you felt that our team lived up to expectation and treated your Mum and Dad with dignity and the compassion they deserved during their time at our home. We hope that their time at Warmley House did see some friendships flourish with both the Care team and residents. Thank you again, Alison, if there is anything more we can do please do not hesitate to reach out.
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Review from Gill C (Daughter of Resident) published on 11 December 2018
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Overall ExperienceOverall Experience1.0 out of 5
My father has been a resident for almost 4 years at the home and in that time I have found it necessary to contact the CQC 3 times.
I have yet to find a manager who can manage the home successfully, standards are appalling there. Communication between management and carers is now non-existent. Regular
meetings with families do not happen. If it wasn't for my father having dementia, I would consider another home for him.
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Review from C J (Son of Resident) published on 6 December 2018
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Overall ExperienceOverall Experience3.0 out of 5
My father has been in this care home for just over two years. In this time, he has been happy here. The staff have always been very helpful and done their best.
Reply from Ronnie Cavanagh, Marketing at Warmley House Care Home
Thank you, for letting us know how we are doing at Warmley House Care Home. The care and wellbeing of every resident is our number one priority and it is rewarding to have such positive feedback about how we are doing.
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Review from R W (Niece of Resident) published on 28 November 2018
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Overall ExperienceOverall Experience4.0 out of 5
Thank you for the care and friendliness given to my auntie during her stay with you!
Reply from Ronnie Cavanagh, Marketing at Warmley House Care Home
Thank you for your feedback and for taking the time to share your experience at Warmley House Care Home. We appreciate you letting us know how we are doing.
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Review from M S (Son of Resident) published on 20 November 2018
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Overall ExperienceOverall Experience3.0 out of 5
I find the staff at Warmley House very good, but I feel the home needs more staff.
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Review from Stephen E (Son of Resident) published on 11 October 2018
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Overall ExperienceOverall Experience4.0 out of 5
From the time my father came to live in Warmley House, he was treated with the utmost dignity and respect. Staff took time to engage with him and from his comments to me about the activities they engaged him in, he was truly happy and grateful to all the staff for the time they took with him. The efforts
of staff did give my father a purpose and helped him live a meaningful time at the end of his days, something he would not been able to achieve if he had remained at home.
I am very pleased we found Warmley House in order to give him these happy days, as he did things he never had and never would have.
Although standards have improved, the company still need to make an investment to improve these further. A good standard of education for staff is required, there is no questioning staff commitment to their work. In my experience, staff did go beyond what would normally be expected of them especially during my fathers deteriorating health, and for this, I am eternally grateful to them all.
Reply from Ronnie Cavanagh, Marketing at Warmley House Care Home
Thank you, Stephen, for your comments about your recent experience at Warmley House Care Home. Our residents’ wellbeing is our main priority and it is great to hear that you were so pleased with the quality of our care. We always appreciate individuals taking the time to give their feedback and we are very pleased to hear that you had a positive experience. All of our staff are committed to providing the best possible care experience for all of our residents and it is very rewarding to have their efforts recognised.
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Review from Pauline F (Daughter of Resident) published on 11 November 2016
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Overall ExperienceOverall Experience1.0 out of 5
My father has been at this nursing home for 2 years. Always excuses when something hasn't been done for dad, he is usually dirty, filthy nails, wet trousers, no jumper on, and feels the cold, shared stand aid and straps. Left for hours on his own, if he didn't have visitors most days, he would be in
a terrible mess. We have to tell the staff what to do. There is no care in this care home, only the odd care nursing staff. Pretty rubbish!
Reply from Susan Horsewell, Home Manager at Warmley House Care Home
Dear Pauline,
Thank you for taking the time to review our care home – we appreciate all comments and feedback on the service we provide here.
I regret to read that your experience with us hasn’t been a more positive one and I will certainly look into the issues you have raised so we can hopefully resolve them.
I will be in touch to discuss everything in further detail soon.
Best wishes,
Susan Horsewell
Home Manager
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Review from Kathryn C (Daughter of Resident) published on 22 April 2016
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Overall ExperienceOverall Experience4.0 out of 5
The manageress is very obliging. If there is any problems it is soon sorted. Dad rarely wishes to participate in any activities and can be difficult due to his increasing dementia. On the whole the carers are very good.
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Current Review Score: 9.8 (9.754)
Overview of Review Score
The Review Score of 9.8 (9.754) out of 10 for Warmley House Care Home is based on a) the Average Rating and b) the number of positive Reviews.
a) The Average Rating is 4.8 out of 5 from 11 Reviews in the last 24 months.
b) The score for the number of positive Reviews is 4.9 out of 5 from 11 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 4.806 for Warmley House Care Home is calculated as follows:
(
(112 Excellents x 5)
+
(13 Goods x 4)
+
(1 Satisfactorys x 3)
+
(2 Poors x 2)
+
(1 Very Poors x 1)
)
÷ 129 Ratings = 4.806
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 4.948 Points relating to the number of positive Reviews for Warmley House Care Home is based on 11 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 58 registered maximum number of service users is 11.6. 11 Positive Reviews ÷ 11.6 = 0.948
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.
