Review from KatKit S (Daughter of Resident) published on 6 January 2017
Submitted via Postal Card • Report

Overall Experience

The unit my mother lives in is formerly run by Tor 1 unit manager. The unit manager (in my family's opinion) cannot be "praised" highly enough. Not only is she very efficient, she connects wonderfully with all residents. She is a credit to this residential home. It is with her kindness that my mother

has settled into her new environment with relative ease. Most of the other staff are wonderful too. The ladies in Ro3 have lovely personalities and great abilities in communicating with dementia sufferers - which is very important. Great staff maketh a great business. Please value them.

Reply from Alison Foreman, Business Development Manager at Devonshire House and Devonshire Lodge Care Home

Thank you so much for reviewing the care and services at Devonshire House. Our staff team will be overjoyed to know that their hard word and dedication has been recognised! It will also give other family members searching for care a real picture of how care is delivered in the home. Kind Regards

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Review from Cyril (Husband of Resident) published on 29 September 2016
Submitted via Postal Card • Report

Overall Experience

Still awaiting assessment.

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Review from Peter R (Son of Resident) published on 6 September 2016
Submitted via Postal Card • Report

Overall Experience

Visited on several occasions to find drinks had solidified with thickner so much so unable to drink. No replacement offered. Clothes misplaced even though clearly marked. Why dad had a woman's blouse I really don't know!
Being moved from a spacious room with en-suite wet room to a room a third of the

size with toilet and hand basin that dad is unable to use due to mobility. When our concerns were made to the manager, her response was "speak to the owners" who have no idea of my dads needs!

Reply from Alison Foreman, Business Development Manager at Devonshire House and Devonshire Lodge Care Home

It is unfortunate that when Harbour Healthcare recently became the provider for the home, some immediate decisions had to be made to ensure the resident's well-being and to secure the long-term future of the home. Recruitment and training of staff was a high priority, as was the introduction of policies and procedures to put in place recognised best practice in the care sector. You have given some examples of the poor standards which were acceptable in the home in the past. As explained to you by the Regional Manager, this all-encompassing review of services and resident care necessitated some residents moving rooms to ensure that their needs could be met in the appropriate areas of the home with the appropriate staff teams.
The room moves were not without thought, families were contacted with the opportunity to discuss the plans and all rooms to which people moved were freshly decorated prior to moving in. As you highlight, due to the design of the home, room sizes vary but in the defence of the home, fee levels paid by yourself and other families have reflected this and rightly so.
So our apologies again that a room move had to happen, but it was necessary on this occasion, solely for the sake of care provision, your father's care is first and foremost in our considerations and we will never compromise on this. I am sure that you agree that well-being and care of a resident is paramount and room size further down the list of priorities. Harbour Healthcare are committed to the support of the staff team and residents and with hard work and dedication we are sure the home will flourish. Changes are happening now and our residents and visitors are giving some very positive comments. Kind regards

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Review from Jan B (Wife of Resident) published on 6 September 2016
Submitted via Postal Card • Report

Overall Experience

I think the carers on my husband's unit do an amazing job but they are so often understaffed, which can cause problems. The food very often was bad but I can see an improvement. Laundry is horrendous - lost clothes, even when they are clearly marked and when put away the wardrobe is often full of empty

hangers. Women's clothes and other people's clothes often in the wrong rooms. I feel the carers do not always get the praise they deserve, they do a very hard job for very little reward. I also feel it is important to have consistency on this unit with staff.

Reply from Alison Foreman, Business Development Manager at Devonshire House and Devonshire Lodge Care Home

Thank you very much for sending your honest feedback for the home. As the new care provider in the home we wish to uncover all concerns and issues which relate to the care of residents, but as you rightly say above all else, our care team are to be applauded for their hard work and dedication. We will be sure to pass on your kind remarks.
As you might imagine, all aspects of the home are currently being reviewed, but most importantly in regard to your comments, we are busy recruiting and training additional team members to ensure all services for residents are lifted to an excellent standard. Please take the opportunity to review the home again in 5/6 months time so that you may be able to comment on the impact of the changes Harbour Healthcare have made in the home. Kind regards

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Review from Susanne J (Wife of Resident) published on 30 August 2016
Submitted via Postal Card • Report

Overall Experience

Since new owners, lots of different staff, regularity is important when the patient has dementia most of the staff are very caring. My husband has been here for full nursing care for 8 months. We are still waiting for a suitable chair otherwise he is bed ridden. The only time he can be out of bed is

when he has a weekly bath. Please please can he have a special chair. He came from somewhere else with one he had it only for 8 weeks?

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Review from Wendy E (Cousin of Resident) published on 19 July 2016
Submitted via Postal Card • Report

Overall Experience

My cousin is getting very good care. Staff all most kind.

Reply from Alison Foreman, Business Development Manager at Devonshire House and Devonshire Lodge Care Home

Thank you very much for reviewing the home. Your comments will certainly help those who are searching for a home on behalf of their loved ones. Kind Regards

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Review from Jane J (Friend of Resident) published on 19 July 2016
Submitted via Postal Card • Report

Overall Experience

1. Flowers fresh and plants in room are not regularly tended- dead flowers in stale water.
2. Hearing aids not always in situ.
3. Not always encouraged to use the garden when weather is suitable.
4. Not always encouraged to drink.

Reply from Alison Foreman, Business Development Manager at Devonshire House and Devonshire Lodge Care Home

Thank you very much for taking the trouble to review our home. You raise some important issues and Harbour Healthcare, as new providers of care in the home since 31st May 2016, really appreciate that these resident matters are highlighted. It gives the opportunity for them to be addressed with improved resident focused staff training and adherence to best practices in resident care. We very much hope that you will review the home again in the near future to chart the progress with such matters in the home.
Kind regards

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Review from Wilma B (Sister of Resident) published on 19 July 2016
Submitted via Postal Card • Report

Overall Experience

Staff friendly and caring. Room bright and cheerful with a nice view.

Reply from Alison Foreman, Business Development Manager at Devonshire House and Devonshire Lodge Care Home

Thank you very much for taking the time to review the home. Your feedback is valuable and we hope that now Harbour are in place as new care providers in the home, you might review the home again in a few months time and highlight the improvements you see.
We look forward to hearing from you again. Kind Regards

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Review from Carol A (Daughter of Resident) published on 6 June 2016
Submitted via Postal Card • Report

Overall Experience

Bickleigh is generally a very good home. The management and care staff are friendly, kind and always approachable. Like all business these days funds are tight, therefore it seems as if some corners may have been cut. A permanent experienced chef for instance, weekend staff rarely enough, there are

many different areas in this home some better run than others. At the moment my mother has been assessed as residential, but as time has gone on her ability has diminished and she could do with more help than is sometimes available. We have requested a review which we assured will take place soon. For all this compared to many others Bickleigh still comes out on top.

Reply from Alison Foreman, Business Development Manager at Devonshire House and Devonshire Lodge Care Home

Many thanks for your honest feedback. As you will know the home has changed care providers and since 30/05/16 Harbour Healthcare have taken over the running of the home. There are many plans in place to improve the life and days of our residents and we look forward to working with you to make the necessary improvements you have highlighted. We hope that you will continue to give constructive feedback, as this will continue to drive standards upwards. Kind regards

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Review from V P (Daughter of Resident) published on 14 March 2016
Submitted via Postal Card • Report

Overall Experience

The carers are very helpful if you ask them to do something for mum its no problem, names of carers should be recognised, nurses too, supervisor is lazy. My mum has improved lovely.

Reply from Georgina Linnell, Home Manager at Devonshire House and Devonshire Lodge Care Home

Thank you for your review of Bickleigh Down - we appreciate all comments and feedback. I’m delighted to read such kind words about the service here, however I am concerned about a member of the team being seen as ‘lazy’. I can assure you that all the staff are completely dedicated to providing the best possible care. I will talk personally with you regarding this. Best wishes, Georgina Linnell.

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Review from Bill W (Son of Resident) published on 15 February 2016
Submitted via Postal Card • Report

Overall Experience

Bickleigh Down is a very well run nursing home and caters for all my required needs. The staff are very professional, polite and caring. Visitors are welcome at most times of the day and if they have any questions the staff and management are only to willing to help.

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Review from R M (Husband of Resident) published on 4 February 2016
Submitted via Postal Card • Report

Overall Experience

I find the staff very helpful, especially the one to one care that is provided. The general care of my wife is more than adequate. There are one or two issues I would like to point out. Firstly, there seems to be a lack of wheelchairs and secondly, I think it would be nice if my wife could be taken

out of the building from time to time.

Reply from Georgina Linnell, Home Manager at Devonshire House and Devonshire Lodge Care Home

Hello there, thank you for taking the time to review Bickleigh Down - we really appreciate all feedback and comments on the service we provide. I’m pleased that since your review we have talked further about the amount of wheelchairs here and the reasoning behind this. We’re also looking forward to getting some better weather so your Wife can get out into the garden more. Thank you again and speak soon.

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Review from Katy L (Daughter-in-law of Resident) published on 29 January 2016
Submitted via Postal Card • Report

Overall Experience

A fantastic care home, my granny is well looked after. Staff are excellent and the manager and deputy are lovely. Food is lovely as well. Staff always polite and accommodating. Phone answering takes a while as bad set up but no other complaints.

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Review from S G (Friend of Resident) published on 29 January 2016
Submitted via Postal Card • Report

Overall Experience

A very, pleasant care home, specialising in dementia. Clearly named and parking bays on site. Welcome signs at entrance appreciated. Staff warm and friendly and helpful. Accessible sign in book and pen. Building light and attractive and smells clean. Staff recognisable with uniform, busy, but not too

busy to enquire if everything is ok and offer a hot drink. Room fresh and pleasantly decorated with attractive pictures on walls. Plentiful wardrobe, cupboard and drawer space. En-suite. Window looks out onto grounds and smart curtains. My friend is comfortable and feels safe and cared for here. He is a lifelong bachelor and extremely private person, but appreciates this helping hand and the ability to retain is dignity. Thank you

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Review from M O (Son of Resident) published on 28 January 2016
Submitted via Postal Card • Report

Overall Experience

I visit my mother regularly and find the staff extremely helpful and friendly. She is very happy here and I would say that the cleanliness and hygiene has improved over the past 6 months. This may be because the number of staff seems to have increased. I would like to know more about what my mother

does during the week i.e. activities she joins in with as obviously I can't hear from her.

Reply from Georgina Linnell, Home Manager at Devonshire House and Devonshire Lodge Care Home

Hi Michael, thank you for your kind words about Bickleigh Down and the service we provide. I’m delighted to see you would be likely to recommend our home. I’m keen to talk further with you regarding activities - we have a dedicated activities team who provide various activities throughout the week as well as a whole calendar full of special days we celebrate throughout the year. I’ll be happy to discuss this further with you so we can keep you updated on your Mother’s participation. I’ll be in touch but thank you again for your comments. Kind regards, Georgina Linnell.

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Review from Carol (Daughter of Resident) published on 27 January 2016
Submitted via Postal Card • Report

Overall Experience

The staff at the care home have a lovely manner with the patients. In over a year visiting twice weekly I have never found anyone being negative towards patients, they are a wonderful team. My mother has been well fed and hydrated. There have been activities arranged even though the patients are difficult

to engage in these. There has only been 1 incident in the whole time, missing glasses when she went to the hairdresser that were not found. My mother died this evening, the staff were exemplary in the way they handled this.

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Review from J E (Daughter of Resident) published on 11 January 2016
Submitted via Postal Card • Report

Overall Experience

My mother moved into Bickleigh Down Care Home in March 2012. Her care was paid for by our local council, but she was treated with care and love despite being totally reliant on staff for everything.
She spent time in hospital in May 2015 and was sent back to the home for end of life care. I cannot

praise the staff enough for their care of mum and me too during the last five weeks of her life. My one observation would be that the staff deserve a much higher pay rate.

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Review from Keith B (Son of Resident) published on 11 November 2015
Submitted via Website • Report

Overall Experience

Both the management and staff cared for my mum with such love and respect. Mum had dementia and going into a care home filled me with guilt. I have to say this was relieved a lot by the way I was involved in all aspects of mums care. Mum was happy, loved chatting to all the staff and the support I received

at the end of mums life in July was so precious. The management don't hide in offices, but are part of hands on care. No member of the team was ever too busy to stop and listen to me, being on my own, having looked after mum until I burned out, they have helped me through my loneliness.
I have recommended BD to many others, and would be happy passing some of my last days there too.

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Review from Elizabeth C (Daughter of Resident) published on 21 July 2015
Submitted via Website • Report

Overall Experience

Our father recently passed peacefully away after 18 months of palliative care at Bickleigh Down Care Home. My family can only praise the staff who cared for him, they looked after him like one of their own family. They showed him respect and treated him with dignity, always caring but very professional.

My two brothers visited him daily at varying times and were always welcomed by the friendly staff who kept them informed of our dad's condition. I live 240 miles away yet, whenever I rang the staff because I was concerned after talking to him on the telephone, they would check on him and telephone me back, no matter what time it was. It gave us peace of mind to see that he had the right support and he felt happy, safe and secure . The staff encouraged him when he needed encouragement but were understanding and showed great kindness when he became increasingly frail. There were times when we felt the staff were particularly kind and supportive to him, beyond their duty. Some of the staff were able to attend our dad's funeral and their grief at his passing was clear to see. A thank you to the staff at Bickleigh Down Care Home for caring with such gentleness and kindness.

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Devonshire House and Devonshire Lodge Care Home

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