Review from L F (Niece of Resident) published on 11 September 2017
Submitted via Postal Card • Report

Overall Experience

My aunt stayed at Waterside Care Home for a period of 6 weeks, convalescing after a three and a half month stay in the hospital. Waterside gave her the care she needed. She left Waterside feeling stronger and more confident. She was treated with the help and respect she deserved from all of the staff

involved.

Reply from Jayne Duck, Customer services administrator at Waterside Care Home

Thank you for your review. I'm so glad to hear that your aunt left us feeling stronger and confident again. I hope that she continues in good health.

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Review from Diane M (Granddaughter of Resident) published on 1 September 2017
Submitted via Postal Card • Report

Overall Experience

Waterside is fantastic. Both my grandparents have been in before and it's the second time for my grandmother. The staff are very attentive and nothing is too much trouble. The rooms are comfortable and the food is excellent, nan has never eaten so much!

I can't say enough good things, it's like

a home from home.

Reply from Jayne Duck, Customer Services Administrator at Waterside Care Home

Thank you for your review. I'm so glad that your grandmother is enjoying her stay with us and enjoying the food.

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Review from S C (Daughter of Resident) published on 25 August 2017
Submitted via Postal Card • Report

Overall Experience

My mother has been a resident in the Waterside rehabilitation facility for nearly three weeks.
Her family have felt content with the dedicated care she is receiving.
All her visitors have been made welcome and accommodated throughout the day only being requested to avoid the highlighted meal times.
Mom

enjoys the variety and quality of the food served and that she can choose from a daily menu. We have found the staff to be pleasant, friendly and helpful and feel they treat mom with the respect she deserves for someone of 83 years of age.

Reply from Jayne Duck, Customer Services Administrator at Waterside Care Home

Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments of our home and will share your comments with the home’s manager

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Review from J C (Daughter of Resident) published on 6 July 2017
Submitted via Postal Card • Report

Overall Experience

My mum is attending Waterside for some respite care after falling and breaking her hip. The staff have been excellent. They have taken extremely good care of my mum. She is having a wonderful experience.

Reply from Jayne Duck, Customer Services Administrator at Waterside Care Home

Thank you for your review. So glad to know that your Mum is enjoying her time with us and I wish her a speedy recovery after her fall.

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Review from B P (Daughter of Resident) published on 8 June 2017
Submitted via Postal Card • Report

Overall Experience

My father has only been here for two weeks at the moment, having come from hospital. This short time here has been brilliant, nothing is too much trouble for any member of staff. Management/the senior nurse make a point of keeping me up to date on Dad's recovery. He is well looked after and treated

with care, respect and dignity by everyone at the home. The staff are friendly, having a laugh and joke which is lovely as the days can be very long for the patients. I would like to thank everyone involved with Dad's care. Thank you.

Reply from Jayne Duck, Customer Services Administrator at Waterside Care Home

Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments of our home and will share your comments with the home’s manager. The Bupa Customer Care Team.

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Review from J S (Resident) published on 1 June 2017
Submitted via Postal Card • Report

Overall Experience

Very good. If I had to go in again I would. Absolutely wonderful and I fell in love with the place. Food and staff are fantastic. Nothing was too trouble. A real home from home. Lots of privacy which I really like and one-night nurse, in particular, was ace.

Reply from Simone Berkeley, Customer Service Advisor at Waterside Care Home

Thank you for your review, we appreciate your feedback. We are pleased to hear about your positive experience and appreciate your comments about our home and will share your comments with the home’s manager.

The Bupa Customer Care Team.

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Review from E T (Daughter of Resident) published on 25 May 2017
Submitted via Postal Card • Report

Overall Experience

My mother seems happy at this home but wants to go back to her own home ASAP.
I would recommend to friends and family to use this home.

Reply from Simone Berkeley, Customer Service Advisor at Waterside Care Home

Thank you for your review, we appreciate your feedback. We are pleased to hear about your positive experience and appreciate your comments about our home and referring people to us, we will share your comments with the home’s manager.

The Bupa Customer Care Team.

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Review from J J (Resident) published on 11 May 2017
Submitted via Postal Card • Report

Overall Experience

Everything has been fine.

Reply from Jayne Duck, Customer Services Administrator at Waterside Care Home

Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments of our home and will share your comments with the home’s manager. The Bupa Customer Care Team

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Review from M B (Resident) assisted by family/friend published on 5 April 2017
Submitted via Postal Card • Report

Overall Experience

Given a bit more life to carry on, motivation to get better as I was very ill when I first arrived. Outlook has changed.
Care and attention is excellent. Staff very friendly and helpful, always offer alternatives for food and drink. There is nothing that is too much for them.
I think they are a band

of angels.

Reply from Emily Wilson, Customer Service Administrator at Waterside Care Home

Thank you so much for sharing your lovely review with us, we really appreciate your feedback. I am so pleased that the support Waterside Care Home have provided you has been able to improve your mindset and outlook. We wish you all the best. The Bupa Customer Care Team.

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Review from W M (Daughter of Resident) published on 4 April 2017
Submitted via Website • Report

Overall Experience

Could do better, instead of a good care home it could become an excellent care home with a few adjustments. I feel communication between staff could improve. Information that is relevant to a resident is not always shared between different shifts. I am not always kept informed about matters concerning

my relative. The food is adequate, but the winter menu advised by BUPA Is a bit repetitive and boring.

Reply from Emily Wilson, Customer Service Administrator at Waterside Care Home

Thank you for your review. Your comments are extremely important to us and our residents’ health and wellbeing are our absolute priority. We will discuss your feedback with the home’s manager to help them continually improve their service. The Bupa Customer Care Team.

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Review from Richard S (Nephew of Resident) published on 27 March 2017
Submitted via Postal Card • Report

Overall Experience

My aunty has been very happy at the care home.

Reply from Jamie, National Development Manager at Waterside Care Home

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

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Review from L B (Daughter of Resident) published on 19 March 2017
Submitted via Postal Card • Report

Overall Experience

Feel happy with the home and the staff and the management are all friendly.
Home kept lovely and well run. Very content.

Reply from Emily Wilson, Customer Service Administrator at Waterside Care Home

Thank you so much for your kind review. I will feed back your kind words to the home manager. Thank you again, The Bupa Customer Care Team

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Review from J S (Resident) published on 19 March 2017
Submitted via Postal Card • Report

Overall Experience

Like family.

Reply from Emily Wilson, Customer Service Administrator at Waterside Care Home

Thank you for your lovely comment, I am so pleased that the staff at the home have bonded with you. The Bupa Customer Care Team

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Review from P T (Friend of Resident) published on 19 March 2017
Submitted via Postal Card • Report

Overall Experience

On coming once a week to see a very good friend of many years, I found this home excellent. Everyone is very friendly and helpful. There is always plenty of activities for the residents to help them. On all of my weekly visits, everyone is pleasant and helpful.

Reply from Emily Wilson, Customer Service Administrator at Waterside Care Home

Thank you for your review, we appreciate your feedback. I am very happy to hear that you are impressed with the care your friend is receiving and I am pleased to hear about your positive experience and appreciate your comments about our home and will share your comments with the home’s manager. The Bupa Customer Care Team.

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Review from P E (Resident) published on 24 January 2017
Submitted via Postal Card • Report

Overall Experience

I arrived at Waterside apprehensive, very low and depressed. The staff are welcoming, reassuring, competent and friendly with care and concern expressed at all times and always ready to go that little bit further to help. The food was excellent, this was commented on by visitors who booked a meal most

weekends etc. that I was there. Patients were encouraged to meet with each other and use the day room, which made for more socialising and was beneficial. All female carers and an ensuite room made my stay even more enjoyable and appreciative. Any queries were answered quickly by a friendly helpful manager.

Reply from Jayne Duck, Customer services administrator at Waterside Care Home

Thank you for your review, we appreciate your feedback. We are pleased to hear about your positive experience and appreciate your comments about our home and will share your comments with the home’s manager. The Bupa Customer Care Team.

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Review from M H (Daughter of Resident) published on 19 January 2017
Submitted via Postal Card • Report

Overall Experience

Staff and management work very hard to make the home a welcoming and pleasant place. Activities programme is good and facilities are well maintained, clean and tidy. Food and drink are good quality and resident wellbeing is a priority with GP visits, eye test, flu jab etc, all organised well. Staff

are friendly and warm and most seem to genuinely care about the residents. Occasionally staff can take a long time to answer the bell but overall care is very good.

Reply from Rose Pickering, Customer Service Administrator at Waterside Care Home

Thank you for your review, we appreciate your feedback. We are pleased to hear about your positive experience and appreciate your comments about our home and will share your comments with the home’s manager. The Bupa Customer Care Team.

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Review from John G (Brother of Resident) published on 29 December 2016
Submitted via Postal Card • Report

Overall Experience

Staff care is excellent.
Cleanliness is excellent.
Food is good when well enough to enjoy. Mostly same menu every week. Visitors made very welcome, not enough staff to help with all patients.

Reply from Rose Pickering, Customer Service Administrator at Waterside Care Home

Thank you for your review, we appreciate your feedback. We are pleased to hear about your positive experience and appreciate your comments about our home and will share your comments with the home’s manager. The Bupa Customer Care Team.

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Review from Yvonne L (Daughter of Resident) published on 2 December 2016
Submitted via Postal Card • Report

Overall Experience

Mom joined Stepdown in June 2016 when the decision was made it was unsuitable for her to return home as her needs now requiring nursing care. As a family, we are grateful that Mom became a resident. Mom has settled well joining in activities and communicating with other residents. Mom's needs are met

with smiles, her care with dignity and the environment calm. This level of respect has been shown since day one through each stage of Mom's needs and at times the staff have been a great support to us as a family. As a family, we find comfort in the respect shown to our mother and the comfort Mom experiences as a resident.

Reply from Jayne Duck, Customer Services Administrator at Waterside Care Home

Thank you for your review, we appreciate your feedback. We are pleased to hear about your positive experience and appreciate your comments about our home and will share your comments with the home’s manager. The Bupa Customer Care Team.

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Review from Kathryn A (Daughter of Resident) published on 15 November 2016
Submitted via Website • Report

Overall Experience

Thank you for giving my mother a wonderful birthday party. The care and attention taken by all the team to make her day a happy one, is much appreciated by all the family. We could not have chosen a better care home for Mum and we feel extremely fortunate that Mum has so many kind and caring staff around

her. Well done Waterside!

Reply from Rose Pickering, Customer Service Administrator at Waterside Care Home

Thank you for your review, we appreciate your feedback. We are pleased to hear about your positive experience and appreciate your comments about our home and will share your comments with the home’s manager. The Bupa Customer Care Team.

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Review from R B (Resident) published on 9 November 2016
Submitted via Postal Card • Report

Overall Experience

My stay at the home has been excellent.

Reply from Jayne Duck, Customer Service Administrator at Waterside Care Home

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

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