Review from Andrew T (Son of Resident) published on 17 February 2023
Submitted via Website • Report

Overall Experience

My Mum stayed in Waterside due to her dementia. I wasn't looking forward to bringing her in and didn't know how she would react to leaving her home and staying in a care home but I needn't have worried as all the staff at Waterside were lovely and welcoming and Mum absolutely loved it. I think she thought

she was on holiday. The facility is clean and they have great entertainment and interaction which Mum was lacking at home. They even had a picnic party out the front on one summer's day and had them all up dancing. So I would highly recommend this place for your loved ones. The back garden is also a nice peaceful area where you can sit and feed the ducks.
Just wanted to take this opportunity to thank everyone at Waterside for looking after Mum and putting a smile back on her face.

Reply from Penelope Cottrill, Manager at Waterside Care Centre

Thank you so much Andrew for taking the time to leave such a lovely review of our home. The Staff aim to make a difference to the lives of our residents that live here and understand the difficulties and uncertainty faced by families when making the difficult decision of placing their loved ones in a home. The staff at Waterside pride themselves on getting everyone together to enjoy life, and there is nothing more satisfying than smiles and laughter.

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Review from Matthew M (Son of Resident) published on 13 February 2023
Submitted via Website • Report

Overall Experience

My Mom was moved to Waterside in mid-January 2023. So it is very early days but all I have seen is love and care and a personal touch given to my mom. I am looking forward to visiting once a week and am already impressed with the setup and really believe her brain will be triggered to help her get some

quality of life within the Waterside family.

Reply from Penelope Cottrill, Manager at Waterside Care Centre

Thank you for your kind words, it's been an absolute pleasure getting to know your Mom. We strive to provide an outstanding quality of care and improve our service user's experience wherever possible and we appreciate the time you've taken to acknowledge your experience so far.

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Review from S L (Daughter of Resident) published on 10 February 2023
Submitted via Website • Report

Overall Experience

Father complained of rough care and felt there was no respect and he felt humiliated by being washed when he was able to do it himself. His views were dismissed and staff tried to persuade him this was not the case. Clothes, glasses and hearing aids were lost. Demonstrated poor compliance with and understanding

of deprivation of liberty and COVID measures. No call bell, on the floor and not answered when rung. No communication with LPA. No differentiation between informal and formal patient enrichment activities not evident. A noisy unit where patients are often screaming. I have grave concerns for the residents who are unable to vocalise what might be happening to them. A strict 2-person visiting regime.

Reply from Penelope Cottrill, Manager at Waterside Care Centre

Thank you for taking the time to bring your experience to our attention, I'm deeply sorry your experience did not meet your expectations and we take all feedback very seriously.
During your father's stay, some assistance was given to maintain his dignity. We are a dementia home and it is not unusual for items to be misplaced, and when found, returned immediately, as was your father's. All staff receive training and regular updates on DOLs, MCA and Safeguarding. All residents have hourly welfare checks and all bedrooms have a call bell system in place.
I can assure you that discussions took place with both LPAs and no concerns were raised. When you visited, the home was in a COVID outbreak, we followed strict government guidelines to protect both residents and visitors maintaining essential caregiver visits. We have residents with various complex needs, many visitors recognise our resident's needs and do not feel offended by outbursts.
We wish you all the very best for the future.

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Review from S C (Daughter of Resident) published on 16 January 2023
Submitted via Postal Card • Report

Overall Experience

I would like to compliment management/staff at Waterside Care Centre during the transition of my mother from hospital to Waterside. It was all done professionally and smoothly. From day one the care and attendance to Mom have been brilliant. She seems very settled and is now eating well. I feel she

is in caring and capable hands and when I leave after visiting I have no concerns.

Reply from Penelope Cottrill, Manager at Waterside Care Centre

Thank you for the lovely comments. Mum is settled and seems to be happy. We aim to make all transitions as smooth as possible for residents and their families during an already extremely stressful time.

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Review from Marilyn P (Daughter of Resident) published on 19 December 2022
Submitted via Website • Report

Overall Experience

Both my sister and I are retired nurses, but we have never witnessed better care than that given to our lovely Mum over the final months of her life.
Dealing with people with Alzheimer's or Dementia requires a great deal of patience and understanding and the staff at Waterside Care Centre have that

in spades. They tolerated Mum's disagreeable periods with skill and professionalism but also recognised the real person when it appeared and made her feel part of the family. Thank you all so much.

Reply from Penelope Cottrill, Manager at Waterside Care Centre

Thank you for your lovely comments.
Mum was a beautiful person with a colourful personality. We were so lucky to have known her and she was definitely part of our family.

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Review from Kevin H (Son of Resident) published on 6 September 2022
Submitted via Website • Report

Overall Experience

Dad had been in the care home since October last year and in July it was moms 80th birthday meal at a local pub restaurant. I wanted to arrange a surprise visit by dad to the restaurant and spoke to the manager to see if it would be an issue. I was advised that it was a great idea and no big problem

but we would have to check on the day also. The day arrived, all the family and friends arrived for the meal and in the background, I called the carehome it was all systems go! We had the main meal and before the dessert, I slipped out to fetch dad, the staff had got him ready and they helped pop him into the car and off to the pub we went. Singing on route and as good as gold dad sat there and we arrived and what a nice surprise mom had. At the restaurant dad was great, he sat there drawing and having a good look around, he even had half a shandy and the staff at the pub were great. All in all it was worth the effort and was no risk to dad. So glad I went with the plan and made a great memory.

Reply from Penelope Cottrill, Manager at Waterside Care Centre

Thank you so much for this review, we are so happy you all had a great time! It sounds like Dad had a really good time too, he always entertains us with his singing and brightens our day! If there's anything more we can do, please let us know!

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Review from Elaine T (Daughter of Resident) published on 24 June 2022
Submitted via Postal Card • Report

Overall Experience

On the whole, I am very happy with Dad's care. He is always spotlessly clean, his bed fresh and clean and he seems happy. The staff are friendly, helpful and work hard. On the whole, very good.

Reply from Rahi Joshi, Marketing Associate at Waterside Care Centre

Thank you for taking the time to leave a review. It's lovely to hear you are happy with the home and your dad's care. Your feedback is very much appreciated. I will ensure your comments are shared with the team.
Best Regards,
Rahi.

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Review from Kathy M (Daughter of Resident) published on 6 June 2022
Submitted via Website • Report

Overall Experience

Waterside offer excellent care to mum. The staff take the time to get to know her, what she likes/what she doesn't like - they really know her and her personality. Everyone is so caring, kind and patient and always welcoming whenever I visit. We recently had a review of her care plan and were really

impressed with the level of detail and knowledge everyone has of Mum. We can rest easy knowing that she is so well looked after and cared for.

Reply from Penelope Cottrill, Manager at Waterside Care Centre

Thank you for the review, the staff really appreciate everything you've said and have expressed it's an absolute pleasure looking after Mum, she always makes us smile when we're not expecting it with her dry wit and sense of humour!

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Review from Selena D (Daughter of Resident) published on 15 April 2022
Submitted via Postal Card • Report

Overall Experience

We have been very pleased with the care they have provided. Always keeps us in touch with information and up to date about our family member. They help us as much as they can and put things in place. Would be very nice for other family members to visit soon and my father's friends, can't wait for this

to be possible.

Reply from Penny Cottrill, Acting Home Manager at Waterside Care Centre

Thank you for your review, we are so pleased you are happy with the care your loved one receives. If there's anything we can do to improve our service, please let us know. We will be in touch soon with an update on visiting.

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Review from Prunella K (Partner of Resident) published on 10 March 2022
Submitted via Postal Card • Report

Overall Experience

My partner seems happy and the staff are very good with him. I think the rooms could do with redecoration and some new bed linen i.e. pillows, duvet and sheets.

Reply from Penny Cottrill, Acting Manager at Waterside Care Centre

Thank you so much for your review, the staff really appreciate your kind words and we take on board your comments.

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Review from J P (Cousin of Resident) published on 8 March 2022
Submitted via Postal Card • Report

Overall Experience

My cousin has been a resident at Waterside for sixteen months and the level of care she is receiving is excellent. The home is warm, clean and fresh. All members of staff are very kind, caring and professional. I could not wish for a better home for her. My thanks to you all.

Reply from Penny Cottrill, Manager at Waterside Care Centre

Thank you for your kind words, we all really appreciate your comments on the care we give. Thank you!

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Review from Jennie K (Wife of Resident) published on 15 February 2022
Submitted via Postal Card • Report

Overall Experience

On the 4th of August 2021, my husband came to Waterside Care Centre suffering from dementia. During the following few months, his condition deteriorated rapidly and he died on the 28th of December. The Waterside nursing and administrative teams were exceptionally kind and professional in caring for

his needs and very supportive to the family. I would highly recommend their services.

Reply from Penny Cottrill, Manager at Waterside Care Centre

Thank you so much for your kind words. I have passed your comments onto our team who really appreciate your comments.

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Review from Duncan M (Son of Resident) published on 21 May 2021
Submitted via Postal Card • Report

Overall Experience

My dad was cared for at Waterside Care Centre for the last nine months of his life. Over a period of rapid decline in his cognitive and physical functioning, he was looked after with great expertise and compassion. The home is well managed; has a clear ethos; whoever you spoke to knew Dad well enough

to give you an informed picture of his wellbeing (far from common!). Great sensitivity was shown in the terminal stages of his life by night staff, unit leaders, care staff, activities coordinator etc. It was a relief to know he was in good, safe hands. Waterside may lack very modern facilities but the standard of care is first-class.

Reply from Julia Roberts, Manager at Waterside Care Centre

Thank you for your comments. Very much appreciated. and I will pass them on to the staff.

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Review from Vivien C (Daughter of Resident) published on 22 April 2021
Submitted via Postal Card • Report

Overall Experience

My mother has been in Waterside for some years now. The staff coped really well with her aggressive stage, her falls, and now that she is bedridden, the care she receives is excellent. Great care is taken to protect her fragile body and delicate skin. During the lockdown, the staff arranged for us to

talk to Mum via Zoom, and now that visits have resumed, they are providing tests and PPE for visitors. I really appreciate their care of my mother.

Reply from Julia Roberts, Manager at Waterside Care Centre

Thank you so much for your review, the staff really appreciate your kind words.

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Review from D S (Husband of Resident) published on 15 April 2020
Submitted via Postal Card • Report

Overall Experience

The care my wife received at Waterside during the sixteen months could not be faulted. All the staff were experts and solicitous in their various roles, not just with my wife but me too. The room and the general environment was warm, clean, airy and beautifully and colourfully decorated. I am grateful

for all the love and care.

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Review from Richard S (Son of Resident) published on 15 April 2020
Submitted via Postal Card • Report

Overall Experience

Waterside accomplishes a challenging task with expertise, care, and compassion. I believe that the secret of its success is sound and inspired leadership backed by a team of health professionals with many years of experience. I was impressed by the coordination and communication between the whole teams.

I was left in no doubt that my mother's welfare was the focus of their concern and actions. We were helped immeasurably by the frank advice and kind interventions that allowed my Mother safety and medical care at a time when we were no longer in a position to provide it ourselves. For this to work there had to be implicit trust on both sides and we found ours to be rewarded by the difference and generosity of spirit shown by the staff and management of this exceptional home.

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Review from D S (Sister-in-law of Resident) published on 12 September 2019
Submitted via Postal Card • Report

Overall Experience

The resident is happy and settled. Always acknowledged by staff when passing - a cheery smile and "hello" ensures he is valued and he responds in kind.
Clean and tidy everywhere. It is welcoming for residents and visitors alike.

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Review from M C (Wife of Resident) published on 9 September 2019
Submitted via Postal Card • Report

Overall Experience

Happy with the care and attention, have found the staff to be caring to residents' needs, a few more would make a difference. The sound of laughter can be heard together with a sense of fun, a good sign of a happy care home.

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Review from D H (Daughter of Resident) published on 3 September 2019
Submitted via Postal Card • Report

Overall Experience

Our relative required a higher level of dementia care which necessitated her moving from a residential home to a home providing nursing care.
The manager and staff were very supportive of our mum and the family at this time of transition. As they learned the best way to manage mum, especially significant

behavioural issues, she settled into the routine at Waterside.
One year on, mum's needs have changed and the staff have adapted their approach to accommodate her increased needs.
Management have continued to be supportive of the family through this.

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Review from Angela H (Daughter of Resident) published on 16 August 2019
Submitted via Website • Report

Overall Experience

My Mum has final stages of dementia and has been cared for at Waterside for 2 years now. She is bed-ridden and has to be fed through a cup. However, the whole family are very satisfied with the attention and care shown to our lovely Mum.
My father visits most days and the caring staff there also end

up looking after him too as he tends to fuss over the love of his life all the time. Dad is very happy with everything about Waterside and describes it as a 5 star hotel.
We consider ourselves fortunate to have Mum there as we did visit lots of homes to check them out.
Lovely and clean, great location and gardens - just wish the car park was a little bigger!

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