Review from J M (Cousin of Resident) published on 5 October 2022
Submitted via Postal Card • Report

Overall Experience

This care home is one of the best I have visited people in.

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Review from J M (Friend of Resident) published on 12 September 2022
Submitted via Postal Card • Report

Overall Experience

Very pleasant staff, always ready to help. Manager very approachable and made us very welcome. Nothing too much trouble for the home. And they had a singer and the residents seemed very happy.

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Review from G P (Daughter-in-law of Resident) published on 9 September 2022
Submitted via Postal Card • Report

Overall Experience

My father-in-law has been admitted for end-of-life care. Staff are caring and compassionate. Food is lovely. The home has a warm environment. Staff are friendly and approachable. Nurses keep us up to date with any changes. My father-in-law feels settled and feels staff have time to spend with him giving

him support and reassurance. All staff maintain dignity and respect.

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Review from R W (Husband of Resident) published on 7 September 2022
Submitted via Postal Card • Report

Overall Experience

I am very happy with the care and treatment my wife has received. Could do with a portable electric fan to cool the room.

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Review from J D (Daughter of Resident) published on 19 August 2022
Submitted via Website • Report

Overall Experience

My mum moved into Autumn House at the end of April for palliative care arranged by the hospital after she was given just weeks. The staff were great when they attended to my mum but sometimes she waited up to half an hour for someone to go into her when she was in a mess and that's when either me or

my daughter were there. A week before she died at the home, a carer who had attended to my mum earlier that afternoon came in at 6.50 pm, ten minutes after I'd buzzed for help. I explained she had messed herself and she needed 2 carers because she'd gone off her legs earlier that day. He turned her buzzer off saying he'd get someone else to help and didn't return. After another 15 minutes I buzzed again and a night carer came to see to her. She did get another carer. They are unstaffed for the residents' needs. It really upset me and am still angry a month after her death.

Reply from Alex Hartles, Operations Manager at Autumn House Nursing Home

You have my condolences regarding your mom's passing; I do apologise for how the home has made you feel.
I emailed you (18.08.22) to say that we take complaints extremely seriously, and we are looking into your alleged complaint. Once we have completed the home's internal investigation, we will speak with you directly on this matter or arrange a meeting to go through our findings. If you need to discuss this further, please contact Head office and ask for me.

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Review from V R (Friend of Resident) published on 19 August 2022
Submitted via Postal Card • Report

Overall Experience

Apart from the few, the staff and management were rude/unhelpful and shouldn't even be in the job. I made many complaints and this was repeated continuously by myself about the same issues and about just the basics of care. Any problems I did have were always resolved by one member of staff who was

professional and always willing to assist. She was always the first and last face to see.

Reply from Alex Hartles, Operations Manager at Autumn House Nursing Home

Dear family member, Autumn House management and staff are sorry that you feel the care your loved one received while they resided at home was not up to the standard you expected. My director met with you and your husband to discuss the issues and rectify these. He apologised for the issues not being resolved at an earlier point and agreed with many of your points, he spoke with management and they put into place a new plan for the resident.
As a company, we strive to try to deliver care to a high standard, however, we understand that situations like this can arise but we aim on being open and transparent which allows us to deal with any issues.
Wishing you all the best.

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Review from John F (Son of Resident) published on 18 February 2022
Submitted via Postal Card • Report

Overall Experience

Reliable staff, clean rooms, very good facilities.

Reply from Alex Hartles, Operations Manager at Autumn House Nursing Home

Thank you very much for your comment. Kind regards.

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Review from Barry F (Son of Resident) published on 7 February 2022
Submitted via Postal Card • Report

Overall Experience

Mum spent her final four months in Autumn House. She settled quite quickly following a few months in hospital. The staff here are very pleasant and caring and I always felt Mum was in good hands and very well cared for, and so did she. Autumn House also seems well-run and organised.

Reply from Alex Hartles, Operations Manager at Autumn House Nursing Home

Dear Barry, thank you for your kind words, the staff and management really appreciate what you have said. Your kind words have a huge impact on staff morale and the hard work the team does at the home.

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Review from Clare H (Daughter of Resident) published on 17 December 2021
Submitted via Website • Report

Overall Experience

I have been more than disappointed with the care given to my mum this past five months. Issues that were raised were never addressed until social services became involved regarding safeguarding. My mum is now being moved to a different nursing home as the manager showed no compassion at all towards

the issues raised.
Waiting 1hr 50 minutes to go to the toilet, left for 50 minutes on a commode unattended and not given sufficient pain relief when requested and no referral made to the hospice until ten weeks after the original request was supposed to have been done. It has caused my mum and myself severe distress.
Bad reviews from other families have been removed from social media. This is typical of the home as they choose to ignore issues and complaints rather than addressing them.
Some of the staff have been lovely and caring but the management has been terrible at addressing any issues.

Reply from Alex Hartles, Operations Manager at Autumn House Nursing Home

Dear Clare
As a care provider, we always try to deliver quality care for residents and families, I apologise to your mom and you if this has not been the case.
I genuinely feel Autumn House is an excellent nursing home that is well run by management, from time to time there will be issues that are raised but in general terms, these are few and far between.
There was an incident with your mom where she was waiting to use the toilet, management apologised for this and made sure staff were aware of the seriousness of this incident. A meeting was held with yourself and the management to discuss and rectify this issue.
I do not agree with other aspects of what you state in your review.
It was Autumn House that informed the safeguarding team as part of the nursing home's policy.
Pain relief was given as instructed by the G.P.
Complaints/issues are listened to and followed through vigorously and with transparency.
Social media reviews are opinionated and do not contain the facts.

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Review from J W (Son of Resident) published on 27 October 2021
Submitted via Postal Card • Report

Overall Experience

I am very happy with the care my mother has had at Autumn House. She is very well looked after and she is happy there.

Reply from Alex Hartles, Operations Manager at Autumn House Nursing Home

Thank you very much for your comment. It is great to hear that your mum is happy at the home. Kind regards.

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Review from Vivienne S (Daughter of Resident) published on 25 October 2021
Submitted via Postal Card • Report

Overall Experience

This is a good home and they have taken great care of, at times, a difficult resident. The staff have done all they could to keep him safe and well.

Reply from Alex Hartles, Operations Manager at Autumn House Nursing Home

Thank you very much for your review. We are grateful for your comments. Kind regards.

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

Overall Experience

Today I have been to see my Dad. His room was very clean, he had been showered. The staff were all very helpful. I was very impressed and happy. Thank you, all of you. Also, Dad's lunch arrived and looked very nice. Chicken dinner and fruit pie and custard.

Reply from Alex Hartles, Operations Manager at Autumn House Nursing Home

Thank you very much for taking the time to write this review about Autumn House. We really appreciate your kind words towards the home and staff. Many thanks, Alex Hartles.

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

Overall Experience

Since moving into Autumn House dad is more relaxed and much happier. The staff are lovely and do a great job of looking after him. Throughout the difficulties due to the pandemic, staff have done their best to ensure things run as smoothly as possible and we greatly appreciate their care and dedication.

Reply from Alex Hartles, Operations Manager at Autumn House Nursing Home

I would like to thank you for the lovely comments towards Autumn House and especially the wonderful team we have. We are very pleased to hear your dad is happy and settled at the home. Many thanks, Alex Hartles.

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Review from Stephen G (Son of Resident) published on 23 August 2021
Submitted via Postal Card • Report

Overall Experience

Nice, clean nursing home. Father being well looked after. He seems to be better than when he first arrived. Staff always pleasant and friendly.

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Review from Joyce S (Sister of Resident) published on 27 May 2021
Submitted via Postal Card • Report

Overall Experience

This month I have been able to visit my sister along with her husband, although she has lost some weight she looks well and content, her room is a good size and has a large window which makes it light and airy. She has been pleased to see me on each visit and has always given me a big smile. The staff

I have so far met have been pleasant and have also greeted me with a ready smile. I am happy that my sister is being well cared for.

Reply from Alex Hartles, PA to Directors at Autumn House Nursing Home

Thank you for writing this amazing review about Autumn House Nursing Home. It is great to hear that you are able to visit your sister and that you are happy with her care. Best wishes Alex Hartles.

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Review from K A (Daughter of Resident) published on 19 May 2021
Submitted via Postal Card • Report

Overall Experience

I can only praise all the staff here, myself and my family knew that especially throughout this difficult time that my father would be looked after and although it has been torture not being able to visit, our minds were put at rest knowing dad was under their care. The staff are always very courteous

and caring.

Reply from Alex Hartles, PA to Directors at Autumn House Nursing Home

Thank you for the lovely words towards the staff and home. We are sorry that the covid led to not being able to visit your father but we do hope some of the methods we put in place did help slightly, even though it was far from ideal. Thank you for showing the home support over this extremely difficult period. Best Wishes Alex Hartles.

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Review from Amanda R (Daughter of Resident) published on 17 May 2021
Submitted via Postal Card • Report

Overall Experience

Difficult to comment in the current covid 19 climate due to restrictions on visiting until the very recent weeks. Hopefully once restrictions become relaxed things will improve and more activities etc will be reinstated.

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Review from S F (Son of Resident) published on 14 May 2021
Submitted via Postal Card • Report

Overall Experience

I find the staff helpful and friendly. Communication is good by email and phone.
Appear to comply fully with Covid-19 guidance.
Rooms are clean.

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Review from George Y (Son of Resident) published on 14 May 2021
Submitted via Postal Card • Report

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Very good service.

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Review from Michelle S (Daughter of Resident) published on 14 May 2021
Submitted via Postal Card • Report

Overall Experience

My mom was diagnosed with 2 brain tumours and needed 24-hour nursing care, she had never been away from home on her own in the 51 years she was married. The staff at Autumn House were amazing in making her feel at home, helping her with all her needs (not just medical help but emotional care as well),

giving her hugs and love at a time when we as a family can't visit due to Covid. Not only do the staff look after my mom but they always have time for me and to answer any questions.

Reply from Alex Hartles, PA to Directors at Autumn House Nursing Home

Thank you so much for this lovely review of Autumn House. It is really great to hear that all your mom's needs are achieved, and the kind words towards the team really do go a long way. We hope that as restrictions ease that more of your family can come to visit. Thank you for all your kindness and support. Best Wishes Alex Hartles.

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Autumn House Nursing Home

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