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Review from J W (Respite Resident) published on 10 March 2022
Submitted via Website • Report

Overall Experience

Excellent service, foods up to standard, the room is a nice size bathroom is all up to standard. Carers are all helpful and all the staff are very friendly. The dining room is lovely and up to standard, all staff are very lovely and caring.

Reply from Jane Selkirk, Divisional Sales & Marketing Manager at Barchester Hilderstone Hall

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Review from Katrina D (Daughter of Resident) published on 8 March 2022
Submitted via Postal Card • Report

Overall Experience

Very welcoming and warm. My mum came in for emergency respite care following discharge from hospital. It was a very stressful time, but everyone here was extremely caring and supportive. Mum is really happy here.

Reply from Jane Selkirk, Divisional Sales & Marketing Manager at Barchester Hilderstone Hall

Thank you for your review. We value all feedback as this helps us to improve our service where required. Thank you also for your positive comments regarding our home and team, who work hard to deliver high standards of quality care at all times. I will pass on your feedback to the team.

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Review from L P (Resident) published on 25 February 2022
Submitted via Postal Card • Report

Overall Experience

Difficult to tick 1 box with confidence owing to inconsistency. I am happy overall with the food and welcome alternatives if necessary but rather disappointing when other staff have to step in. Need additional activities coordinator to ensure 7 days per week are covered. Still lacking sufficient exercises

for all residents and mine on a 1 to 1 daily basis. Frequently not ready early enough on a daily basis as stipulated in my care plan. Staff need to be supplemented by agency staff, some of whom lack training and manhandling. use appropriate behaviour, communication or what their remit entails. More established staff are hard-working, polite, willing, helpful and pleasant including household and hospitality teams. Staff morale generally has improved since the appointment of the current manager the deputy manager have been welcomed by both staff and residents.
I have no intention whatsoever of leaving here, for positive reasons given [particularly the safety and security in the current climate. However, would welcome more consistency and communication overall with staff at all levels.

Reply from Jane Selkirk, Divisional Sales & Marketing Manager at Barchester Hilderstone Hall

Thank you for taking the time to provide us with this review. We value all feedback and it’s really good to read your positive comments regarding some of our longer-standing staff and meals. It will mean a lot to our team at Hilderstone, and I will make sure those compliments are passed onto the wider team. I understand that using agency staff comes with particular challenges, however, we will always try to use agency staff only when necessary to ensure we are offering the high-quality care expected at every Barchester Home. If you do have any queries or concerns in terms of the care you receive or activities on offer, please speak to any of the team within our home or alternative email feedback@barchester.com. I would welcome the opportunity to discuss these with you further and support you going forward to keep improving our service for yourself and all our residents.

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Review from M M (Brother-in-law of Resident) published on 8 September 2021
Submitted via Postal Card • Report

Overall Experience

I have visited 3 times to see my brother-in-law who is being well looked after. The hall is clean and fresh if a little too warm. The welcome is excellent from the lady who has to carry out Covid tests each time because of our poor IT skills.

Reply from Jane Selkirk, Divisional Sales & Marketing Manager at Barchester Hilderstone Hall

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Review from L P (Sister-in-law of Resident) published on 7 September 2021
Submitted via Postal Card • Report

Overall Experience

The staff seem very caring and considerate. My brother-in-law is being well looked after. He is enjoying the food although he is still low in spirit.

Reply from Jane Selkirk, Divisional Sales & Marketing Manager at Barchester Hilderstone Hall

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Review from Joyce B (Wife of Resident) published on 31 August 2021
Submitted via Website • Report

Overall Experience

After nearly three years of caring for my husband, it was with great sorrow that I had to resort to a nursing home for some respite care for myself. I chose Hilderstone because I had been to an open day there some 2.5yrs ago and was impressed with what I saw. It cost £2600 for two weeks.
How wrong

can one be. I was horrified by what happened. The first 48 hrs he was given no medicines because of wrong information given to me. The nurses had no bedside manner whatsoever. He was left to eat a meal with a dirty open commode at his side and dishes left from the night before. On an outside visit, he was brought out to me in unsuitable clothing on a bitterly cold day. I was blatantly lied to, and the final straw was two bruised and taped fingers which no one had any idea of how it had happened. After eight days I removed him. It took 60 days to get my money back with still unanswered questions. I honestly believe if I had left him there it would have been disastrous. Please don’t be fooled.

Reply from The Customer Feedback Team, The Customer Feedback Team at Barchester Hilderstone Hall

Dear Joyce, We are really sorry again to hear of your experiences with Hilderstone. We would like to reassure you, as we did throughout the formal complaints process, that all your concerns were treated very seriously. We value any feedback we receive and would like to confirm again that lessons have certainly been learnt where there were any shortfalls in the service provided. We had truly hoped our previous responses, and outcomes reached, would offer you and your family some reassurance and comfort at this difficult time.
If there is anything else we can do to support – please don’t hesitate to get in touch with us again.

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Review from M M (Son of Resident) published on 20 July 2021
Submitted via Postal Card • Report

Overall Experience

Some staff are excellent. Minimizing use of agency staff would improve this. The home gardens are unkept and neglected. Covid protocols are good - most staff appear to understand them. Telephone answering is always slow. All the above should be addressed. Overall there is a sense of a warm/caring environment.

Reply from Rachel Magenheimer, Customer Relationship Manager at Barchester Hilderstone Hall

Thank you for your review, we value all feedback as this helps us to improve our service where required. Thank you also for your positive comments regarding our home and team who work hard to deliver high standards of quality care at all times. We are working hard to improve the gardens this summer and thank you for your feedback in this area. I will pass on your feedback to the team.

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Review from Stewart M (Next of Kin) published on 28 May 2021
Submitted via Website • Report

Overall Experience

My cousin is currently under your care. I have ordered a jig-saw board for her which was delivered to the home on the 27th March 2021. To date, my cousin states that she has not received this board to which she was really looking forward to using. I have repeatedly asked members of staff to try and

find out the whereabouts of the board, some promise to find out but no response is forthcoming, and one even told me that she has received the board! I am most annoyed and disappointed that this home cannot provide me with a straight answer to what has happened to, what is a rather expensive item for me, and an essential enjoyment for my cousin. I look forward to hearing your response.

Reply from Jane Selkirk, Divisional Sales & Marketing Manager at Barchester Hilderstone Hall

Thank you for your review, we value all feedback as this helps us to improve our service where required. This has been located and delivered to your cousin and I will pass on your feedback to the team. Should you have any problems our General Manager operates an open door policy.

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Review from Melissa M (Granddaughter of Resident) published on 28 April 2021
Submitted via Postal Card • Report

Overall Experience

Staff are always on hand and willing to help. There is a great atmosphere of happy enthusiasm. Concerns and suggestions are taken seriously and where necessary action is taken. Overall, I am very happy with the standard of care that my beloved and quite particular grandma receives.

Reply from Jane Selkirk, Divisional Sales & Marketing Manager at Barchester Hilderstone Hall

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Review from Sally E (Daughter of Resident) published on 20 April 2021
Submitted via Website • Report

Overall Experience

On paper, it sounds great but in practice, it feels grossly lacking! The grounds could be beautiful but with broken and loose paving it made it hazardous to go in the garden, no summer planting and looks drab and uninviting. Sewerage was often overflowing the manhole cover just outside my mother's

room and up through her en suite toilet. We were told this would all be fixed within a few months of arriving but then head office rescinded the funding so it went on for years.
My mother and other residents plus staff members had to endure nearly a year of physical and mental abuse from another resident. My mother lived in fear! Management should have protected them and sorted the problem in much less time.
The Manager in place for most of Mums time gave us no confidence. We were forced to move mum to another care facility as many members of staff were leaving due to low staff morale.
We felt the owners were not interested and we feared it may close down at any point.

Reply from Jane Selkirk, Divisional Sales & Marketing Manager at Barchester Hilderstone Hall

Thank you for your review, we value all feedback as this helps us to improve our service where required. I will pass on your feedback to the team.

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Review from Patricia L (Wife of Resident) published on 2 November 2020
Submitted via Postal Card • Report

Overall Experience

In 2019 my daughter and I visited Hilderstone Hall, we were shown around the hall and were very impressed. My husband came to stay in the Hall for 2 weeks respite. From the telephone calls I made to them they said he was doing very well and joining in the activities which I believe he enjoyed. As he

was in memory lane I think he was comfortable. So I can only say his respite was satisfactory. I can only go on what the staff have told me.

Reply from Jane Selkirk, Divisional Sales & Marketing Manager at Barchester Hilderstone Hall

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Review from Joanne P (Granddaughter of Resident) published on 22 September 2020
Submitted via Website • Report

Overall Experience

My Gorgeous Grandma has been living at Hilderstone Hall for the past 5 years. She is 103 years old and loves to sing. Grandma came into the home very poorly and through the dedication, love, care and attention of all the staff, she has thrived, enjoyed her time and feels very cared for. This has been

even more apparent during Covid-19. Living 200 miles away and not being able to visit has been very hard for me but I have had regular FaceTime ‘Visits’. She is bed-bound and unable to have window/garden visits so I have a huge Thank you to the staff for sorting out special permission for me to visit grandma while I was up in the area. I had not seen grandma since February and being able to see her face to face meant the world to both of us. She is still my gorgeous Grandma and it was clearly evident that the staff have really looked after her, kept her well, happy and still singing. Thank you, it has been a weight off my shoulders knowing she is so well cared for and very much loved by you all.

Reply from Elizabeth Walsh, General Manager at Barchester Hilderstone Hall

Thank you for your review. Thank you also for your positive comments regarding my team who work hard to deliver high standards of quality care at all times. We are so pleased the visit went well. I will pass your feedback back to my team. Thank you again.

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Review from P C (Resident) published on 17 June 2020
Submitted via Postal Card • Report

Overall Experience

The staff are very nice and helpful.

Reply from Jane Selkirk, Divisional Sales & Marketing Manager at Barchester Hilderstone Hall

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Review from P R (Son of Resident) published on 31 January 2020
Submitted via Postal Card • Report

Overall Experience

My mother spent 3 weeks in respite at Hildersotne Hall and I cannot fault it. The staff were excellent, care first class, food good and plentiful, ambience great.

Reply from Jane Selkirk, Divisional Sales & Marketing Manager at Barchester Hilderstone Hall

Thank you for your review, we value all feedback as this helps us to improve our service where required. Thank you also for your positive comments regarding our home and team who work hard to deliver high standards of quality care at all times. We are so pleased that your Mother enjoyed her stay with us and if she would like to visit to join us at one of our many social activities, the door is always open. I will pass on your feedback to the team.

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Review from M H (Friend of Resident) published on 31 December 2019
Submitted via Postal Card • Report

Overall Experience

We have visited this home on a few occasions to see one of our friend who is a resident here.
The staff are very friendly and welcoming and clearly look after the residents attentively.
The home is very nice, clean and tidy with adequate facilities.

Reply from Elizabeth Walsh, General Manager at Barchester Hilderstone Hall

Thank you for this positive review of the team here at Hilderstone Hall. Your comments mean so much. Thank you again on behalf of the team.

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Review from Lorraine S (Daughter-in-law of Resident) published on 22 October 2019
Submitted via Website • Report

Overall Experience

Our Dad was treated with respect and dignity. All the staff became like family and nothing was too much trouble. They all deserve a huge thank you for making his last few months a lovely memory.

Reply from Elizabeth Walsh, General Manager at Barchester Hilderstone Hall

Thank you for your lovely comments regarding the staff and the care they deliver here at Hilderstone Hall. I will ensure that they are passed on.
We too have some lovely memories of the times shared with your father. Thank you again on behalf of my staff. Take care, please keep in touch.

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Review from C F (Daughter of Resident) published on 30 September 2019
Submitted via Postal Card • Report

Overall Experience

Mum can be difficult but the staff are always patient and kind.
We are able to have a cake with our coffee and we can have this whenever we visit.

Reply from Elizabeth Walsh, General Manager at Barchester Hilderstone Hall

Thank you for this review. I will feedback to the staff your appreciation of the care they deliver. So pleased you enjoy our selection of homemade cakes which are always available to residents, relatives and visitors at our cafeteria area.

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Review from Harry D (Husband of Resident) published on 24 September 2019
Submitted via Postal Card • Report

Overall Experience

I was extremely pleased with the treatment and environment experienced at Hilderstone Hall.

Reply from Elizabeth Walsh, General Manager at Barchester Hilderstone Hall

Thank you for this review and that you were so pleased with your time here at Hilderstone Hall. Hoping to see you both soon.

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

Overall Experience

I am a fairly newcomer to Hilderstone Hall but to date have found nothing but help, compassion and understanding and I am sure this last chapter of my life will be happy and contented. Each and every one of the staff treat me with the politeness and patience.

Reply from Elizabeth Walsh, General Manager at Barchester Hilderstone Hall

Thank you very much for a lovely review, so pleased that you are enjoying the lifestyle here at Hilderstone Hall. Many thanks.

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Review from Jan W (Daughter of Resident) published on 12 August 2019
Submitted via Postal Card • Report

Overall Experience

Moving to the care home in November 2018 was quite traumatic for Mom as she was transferred from the hospital due to her health deteriorating, so she could not return home. Only the wonderful care, support and kindness shown by the team ensured that she settled into her new home. Whenever I visit I

see a team dedicated to the care and comfort of the elderly. There is a lovely homely feel to Hilderstone Hall but also it feels "alive". I would wholeheartedly recommend this wonderful home.

Reply from Elizabeth Walsh, General Manager at Barchester Hilderstone Hall

Thank you so much for your comments and thanks. We are very pleased that your Mom has settled and enjoys living at Hilderstone Hall . Your comments are very much appreciated, Thank you again on behalf of the team at Hilderstone Hall.

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Meet the Team (18)

Melanie Fenton

Job Title: General Manager

Joined: 2022

Hi, my name is Melanie and I am the General Manager here at Hilderstone Hall.

I have a wealth of experience in Social Care. I endeavour to ensure high standards are implemented to ensure that the home operates above the essential standards of quality and safety that respect the dignity and protect individual rights. I am passionate about making a difference to the residents who live with us, and that the home is run in the best interests of the residents.

I commenced employment in the Care Sector in 1987. During this time I have worked in a variety of roles. I started my career in Care as a Care Assistant, working my way up from a Care Assistant to a Registered Home Manager. I have been registered with the Care Quality Commission for the last 22 years. I have longevity of employment only having two employers for the last 30 years.

Myself and my team look forward to welcoming you to our home.

Charlotte Lownds

Job Title: Deputy Manager

Joined: 2024

Hello, I'm Charlotte, the Deputy Manager at Hilderstone Hall. I joined the home in early 2024, initially as a Bank Nurse before progressing into the post of Deputy Manager.

I had previously visited Hilderstone Hall when working for the NHS as a Community Nurse and Practice Nurse and I was delighted to have the opportunity to work here. The home is stunning, I was drawn to the beautiful countryside setting and the Residents and staff here are remarkable.

I am a Registered General Nurse and have additional qualifications alongside my nursing degree in disease management, specialising in diabetes and respiratory conditions. I am passionate about encouraging and promoting high standards for the delivery of person-centred holistic care.

Outside of work, I am kept busy with my family, and my two pooches and I am a lover of holidays - I always make sure the next one is in the planning!

Carrie-Anne Howard

Job Title: Home Administrator

Joined: 2023

Hello, my name is Carrie, I have been in the care sector as a Home Administrator since 2006.

I joined Hilderstone Hall in April 2023, with a wealth of experience in administration roles including completing a NVQ Level 3 in Business Administration.

My duties are the day-to-day running of the home, payroll, invoicing and contracts. I enjoy meeting and greeting relatives, residents and professionals, making time for everyone as I have an open-door policy.

The staff at Hilderstone Hall are all very welcoming and strive to give the best possible care which I am very proud to be a part of.

Ellie Robinson

Job Title: Activities Co-ordinator

Joined: 2024

Hi, my name is Ellie and I am the Activities Co-ordinator here at Hilderstone Hall.

I joined the team in November 2024 having previously worked in hospitality and event planning. I am not new to working in healthcare - earlier in my career I trained and worked as a Care Assistant and obtained my NVQ Level 2 and Higher Diploma Level 3 in Health and Social Care.

I bring bags of energy and enthusiasm and I enjoy spending time with Residents, getting to know them individually, their personalities, likes and dislikes. Ultimately, this enables me to plan and deliver a tailored activities programme to suit their wants and needs.

I am also a qualified florist, which supports the creativity involved in the role and I can inspire Residents to participate in regular and new activities and events.

Outside of work, I am a Mum to my young Son, which keeps me busy! In my spare time my family and I enjoy getting out in the the fresh air for walks and there is usually a coffee and cake stop too!

Rodney Buultjens

Job Title: Head Chef

Joined: 2023

Hi, I'm Rodney and I have been the Head Chef at Hilderstone Hall since September 2023.

I bring bags of experience and of course recipes from my expansive career as a Chef. I qualified from Guildford College London in 2003 and spent time perfecting my craft in a care home kitchen. I enjoy taking suggestions from Residents and making sure we are providing them with the food of choice as well as ensuring they have a healthy, balanced diet.

My favourite meal to cook is a good old-fashioned roast dinner with all the trimmings.

I have been married for many years, I attribute this to my excellent cooking! When I am not cooking up a storm in the kitchen, I enjoy food shopping and tinkering with electronics.

Tania Lane

Job Title: Head of Housekeeping

Joined: 2016

Hi, my name is Tania Lane, I joined Barchester in 2016. I started as a housekeeper and worked my way up to the position of Head Housekeeper. I take great pride in my work, I am so happy when residents really like how their rooms look and feel. I also love to talk to the residents while I’m cleaning their rooms. I aim to help residents remain as independent as possible. I also especially enjoy facilitating new families and future residents' show-around so that they can experience the home before moving in.

Lyle Mitchell

Job Title: Head of Maintenance

Joined: 2022

Hi, my name is Lyle and I joined the team at Hilderstone Hall in 2022 as Head of Maintenance.

Most of all I love the interaction and variety my role provides and I feel privileged to be able to make a difference in people’s lives by ensuring their home is maintained and presented to a high standard. Before joining the Hilderstone team, I worked in the theatre world.

Cheznath Montero

Job Title: Registered Nurse

Joined: 2023

Hi, my name is Cheznath and I am a Registered Nurse here at Hilderstone Hall.

Tess Harris

Job Title: Registered Nurse

Joined: 2023

Hi, I’m Tess and I am a Registered Nurse here at Hilderstone Hall. I recently joined the team and I love working here and bonding with the residents. I am always happy to help and enjoy chatting with the residents about themselves as I do my nursing. I have many years of experience in the nursing industry and have a background in acute medicine.

Jacqui Fleary

Job Title: Senior Care Assistant

Joined: 2022

Hi, I’m Jacqui and I am a senior carer here at Hilderstone Hall. I have been in the health profession for over 30 years in all aspects from manager to cook to pot washer!

I came to Hilderstone in January 2023 after following my Nan who worked here over 30 years ago as a cook and passed away 5 years ago after choosing to spend her last few weeks here.

I am very bubbly, chatty and always singing and I have a passion for sewing and fast cars.

David Birks

Job Title: Senior Care Assistant

Joined: 2022

Hi, I’m Dave and I am a Senior Care Assistant here at Hilderstone Hall. I have worked in the care sector since 2009 and I am qualified in Level 5 Management and Leadership.

Brenda Jones

Job Title: Senior Care Assistant

Joined: 2022

Hi, my name is Brenda. I have worked at Hilderstone Hall for 2 and a half years on memory lane. I have worked in the care industry for 30 years in a range of different sectors. My hobbies include gardening, which I encourage the residents every year to plant seeds and grow veg. I also enjoy sewing, making bags, and aprons and attending local craft fairs. I have 3 grown-up children and many grandchildren.

Sarah Turner

Job Title: Senior Care Assistant

Joined: 2021

Sarah joined the team working at Hilderstone Hall in 2021 as a senior carer. Sarah enjoys her role within the care team and takes pride in her work. Sarah enjoys the challenges of her job and ensures people’s day-to-day life routines are followed.

Sarah Gregory-Haynes

Job Title: Administration Assistant

Joined: 2023

Hello my name is Sarah and I am the Admin Assistant and Receptionist at Hilderstone Hall; I joined the team here in November 2023. I previously worked in administration in an SEN School for 10 years and came to Hilderstone for a new adventure with a passion for providing support to vulnerable people.

The team here have been wonderful and welcoming; Hilderstone feels like a true home from home. It has been a pleasure to bond with the residents and their families and get to know everyone. In my spare time, I enjoy the outdoors and going for walks with my children, my partner and our dog.

Lesley Stirzaker

Job Title: Laundry Assistant

Joined: 2001

Housekeeping and Laundry Assistant Lesley Stirzaker began working at Hilderstone Hall in 2001.

Lesley is dedicated to her work and exudes a positive attitude in all that she does for residents every day. Lesley's long service is very much appreciated by all residents and colleagues.

Joanne Macari

Job Title: Hostess

Joined: 2014

Hi, my name is Joanne and I joined the home in 2014. Within my role as a Hospitality Host, I strive to create a stimulating environment for our residents so that we can give them the all-round care and support they deserve.

We want our homes to be warm and welcoming with interesting events and first-class hospitality. As a Hospitality Host, we have an important part to play in making sure that happens. In particular, we provide a friendly, engaging and helpful service in our dining room and bar areas. It’s a fulfilling role that will give me a real opportunity to enhance the lives of all our residents and one which I enjoy!

Samantha Cowie

Job Title: Second Chef

Joined: 2023

My name is Sam and I am a Chef at Hilderstone Hall. I am bubbly and happy and always chat with the residents I cook for. I enjoy travelling with my Husband and I have been to many beautiful places across the world.

Recently I have been sharing home-made family recipes with the residents who have given me plenty of inspiration!

Claire Smith

Job Title: Kitchen Assistant

Joined: 2019

Hi, my name is Claire and I joined Barchester in September 2019 as part of the Housekeeping Team before transferring over to the Kitchen in 2022. I enjoy working with the hospitality team talking to residents and making sure they are happy. I enjoy helping to serve the nutrient menu to all of our residents. I want to help residents remain as independent as possible. I work hard to ensure that the home maintains Barchester's high standards and that they work to create a relaxed, personal atmosphere for residents, relatives and staff.

Barchester Hilderstone Hall

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