Review from Peter C (Son of Resident) published on 3 August 2021
Submitted via Postal Card • Report

Overall Experience

Generally, the experience has been very good. We had an experience when my mother was given the wrong drugs and on another occasion, drugs were not given, this is a cause for concern.
The care home agreed to call me every Wednesday at 4:30 pm this was very hit and miss from the start and now has stopped

completely. Without any notifications, Mum generally seems very happy and well cared for.

Reply from Jayne Wood, Director of Nursing & Registered Manager at Manor House Nursing Home

Thank you for taking the time to write this review. Regarding the wellbeing calls, we apologise if there has been any misunderstanding, these calls are made weekly on a Monday. When the nurse calls next week we'll ensure we confirm the correct time for you. Regarding the medication we can confirm there was not an episode where the wrong medication was given - we'd welcome a conversation about this to put any concerns you have at ease. Again, we thank you for your review, we are all very fond of your mother, her and indeed all of our residents' happiness and wellbeing is our number one priority so to hear you think she is happy means a lot to us. Looking forward to talking to you. Jayne.

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Review from Carol W (Daughter of Resident) published on 23 July 2021
Submitted via Postal Card • Report

Overall Experience

During the many years that my mother has been at the care home, she has always received the best possible care for her needs.

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Review from S W (Wife of Resident) published on 23 July 2021
Submitted via Postal Card • Report

Overall Experience

So good, can not say anything bad at all. My husband is so happy here. I know he feels safe here and is treated so well by all staff, never left alone and enjoys all the things they do like going to the hub and gardens.

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Review from Georgina C (Daughter-in-law of Resident) published on 23 July 2021
Submitted via Postal Card • Report

Overall Experience

Lovely setting in large grounds - helpful and friendly staff who all seem to know my mother-in-law and care for her which is a welcome feeling as you tend to be anxious as to how they are.
COVID has been concerning, but I feel the staff and home are doing their utmost to keep Mom safe and, essentially,

well.

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Review from T M (Daughter of Resident) published on 25 November 2020
Submitted via Postal Card • Report

Overall Experience

Manor House Nursing Home truly cared with kindness for our mum and the whole family. After horrific treatment elsewhere, everyone in the Manor House treated mum, in the last stages of her dementia, with true love and one to one care and kindness.

Reply from Jackie Davies, Operations Director at Manor House Nursing Home

Thank you for writing these kind words. It really saddens us when we hear that people have experienced poor treatment elsewhere, and we're happy we could help support you and care for your Mum at such a difficult time for you all. Wishing you and your family all the very best.

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Review from F H (Son of Resident) published on 24 November 2020
Submitted via Postal Card • Report

Overall Experience

Mum had a terrible experience at a previous care home which showed a marked difference to her time at the Manor. At every stage and with every dealing with the staff at the Manor we were treated with care, concern and compassion, not just mum but the rest of the family too. Given the extraordinary circumstances

of the current lockdown, staff did everything they could to support us and make mum's passing as peaceful as possible.

Reply from Jackie Davies, Operations Director at Manor House Nursing Home

Thank you for taking the time to write this kind review. We were sorry to hear of the experience you had encountered before your Mum came to us. You are a lovely family and it was a privilege to be able to help you and do everything we could to support you at such a difficult time. All the best and take care, from the team at the Manor House.

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Review from R M (Friend of Resident) published on 8 October 2019
Submitted via Postal Card • Report

Overall Experience

Our elderly neighbour went to an assessment bed. The staff were very caring and professional. Attention was given to her mobility and good progress was made in improving her diet and food intake. This would be an expensive, long term, residential home, but is high quality. Well equipped rooms if a little

dated. Comfortable lounges. Seemed to be a good variety of events.

Reply from Jackie Davies, Operations Director at Manor House Nursing Home

Thank you for taking the time to give us such a lovely review. I'm pleased that you and your neighbour were happy with the service we provided her at The Manor Nursing Home. I hope that your neighbour has settled into there new accommodation.

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Review from Jeanette H (Daughter of Resident) published on 22 July 2019
Submitted via Postal Card • Report

Overall Experience

I could not get a home like this, so caring and supportive. You can phone about 6 times and they would always answer straight away. Just extremely wonderful staff. Food wonderful, just breathtaking. Pleasant gardens.

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Review from Alison M (Daughter of Resident) published on 22 July 2019
Submitted via Website • Report

Overall Experience

The Manor accepted my dad into their care after a spell in hospital. He was a very poorly man and deteriorated quickly to need palliative care.
We decided to move him.
Positives were the cheerful activities team who always were pleased to see Dad and included him as best as they could.
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seemed to listen and hopefully acted appropriately on what I was saying.
However, being in a room down the corridor I found that Dad could be overlooked. If he wasn't awake food would be taken away and not given later. His nutritional needs weren't being met.
Most of the carers and a particular male nurse cared and provided excellent care, however when I pointed out my frustration I was told 'He's not the only one here' by a staff nurse. The thing is, he was my dad, the only dad I had and it was not unreasonable to want the best care.
The set up at the Manor is good and the building is beautiful. Always ask, what is the staff turnover rate.

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Review from Edith R (Wife of Resident) published on 22 July 2019
Submitted via Postal Card • Report

Overall Experience

This is the first care home that I have been connected with. It is friendly and helpful but the lack of stimulation in the way of activities is very disappointing. Other than the TV there appears to be no other stimulation at all.

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Review from A H (Daughter of Resident) published on 7 December 2018
Submitted via Website • Report

Overall Experience

Did not like this place at all. Staff didn't listen to what was required for my mother, to get her back to where she was after a fall. Only did what was easier for them. Room was pokey and the bedding not changed often and was told it was done daily, the bathroom needed updating (plughole was disgusting).

Waited 45 minutes for them to attend to my mother for pain relief and when the nurse came she was rude. Then asked for my mother to be put in bed and was told I was there and could do it. Took my mother out for lunch one day, yet in her notes for that day, she apparently ate all her lunch and dessert... complete lies she wasn't even there! When she was getting discharged, we asked for any paperwork and medication to be ready as we needed to keep to a schedule. This wasn't done and nobody seemed to know who was doing what. The previous care she received and the standards in the mental health part of the Manor were much better.

Reply from Phillip Searle, Managing Director at Manor House Nursing Home

I am very sorry that you appear to have had such a negative experience of our service. Your review is not indicative of the service we aim to provide. Could I ask if you raised any of the issues stated in your review at the time of your Mother's tenure with us? We strive to resolve concerns within 14 days. Whilst we aim to get things right, there are occasions when things go wrong, however, if concerns or issues are not brought to our attention at the time, then it is impossible to put things right. We are currently going through a programme of refurbishment of service users ensuite bathrooms, I can only assume that the room allocated for your Mother hadn't yet received its refurbishment. I'm not sure what you mean when you refer to the room as "pokey". Our rooms in the original 200 year old part of the home are admittedly smaller than the much newer rooms on the Mental Health Unit built in 2011 to a more modern design. Having said that, we have never in 20 years of operating the home had an issue raised about the size of the rooms by previous service users, their families or regulatory bodies. To openly comment about the home in such a derogatory manner without approaching a member of the management team, one of whom is available 7 days a week when you had an opportunity is somewhat disappointing as I'm sure we could have resolved your concerns at the time. Please do contact me by email if you wish to discuss the matter further. In the meantime please accept my sincere apologies that our service wasn't as good as you expected.

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Review from Sarah R (Friend of Resident) published on 30 October 2018
Submitted via Website • Report

Overall Experience

Huge thanks to the activities team at Manor House Nursing Home for their enthusiastic and energetic help in arranging a surprise 90th birthday party for a resident. The careful attention to detail – including the decorating of the lovely room at the front of the building, and the serving of a really

excellent buffet – made a special occasion truly memorable. The afternoon was greatly enjoyed and appreciated by everyone who was there. Thank you so much.

Reply from Phill Searle, General Manager at Manor House Nursing Home

Thank you for your kind review, I will share it with all staff involved in preparing for the surprise 90th Party. I'm really pleased to hear that the day was enjoyed by everyone who attended, not least the celebrant and that some special memories were made. Many Happy Returns.

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Review from A B (Wife of Resident) published on 8 October 2018
Submitted via Postal Card • Report

Overall Experience

The overall feeling of Manor House is happy and caring.
Lovely staff.
The bathroom within the room was adequate but dated.
When flushing the toilet the noise was loud and whiney as if the plumbing was an issue.
The food was just OK. My husband said you could live off it, but nothing special.
In

all it was good.
My husband only stayed 2 weeks for convalescing from hospital.

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Review from Sandra L (Sister of Resident) published on 20 August 2018
Submitted via Website • Report

Overall Experience

Thank you from my heart to all the staff at Manor House who looked after my brother so well. His stay was extended from 2 weeks to 6 or 7 and in all time we had not a single doubt that he was in good hands. He has now moved on to independent living accommodation and seems to be doing well, but neither

he nor his family will forget the wonderful care he, and we, received at Manor House. He was treated with the utmost respect by every member of staff and leaving you all was bittersweet as we were saying goodbye to friends. Bless you all and loving thanks.

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Review from Eileen A (Wife of Resident) published on 25 April 2018
Submitted via Postal Card • Report

Overall Experience

Myself, 3 sons, daughter and partners all described Manor House as homely and welcoming from the day my husband arrived on a hospital assessment. He was treated with warmth and respect by everyone from the manager to cleaner. His needs were dealt with efficiently and respectfully. There is a lot of

laughter between staff and residents and residents are treated with compassion, procedures are explained simply and gentleness ins the norm. The staff are friendly to each other including management. Staff appear to be valued as all female staff working on Mothering Sunday were presented with a single rose and residents were given Easter eggs. The only reason my husband is moving to another home is to bring him closer to home.

Reply from Phill Searle, Managing Director at Manor House Nursing Home

Thank you for taking the time to give us such an outstanding review. I'm pleased that you, your husband and family were happy with the service we provided and hope that he has settled into his new accommodation.

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Review from Jane P (Sister of Resident) published on 9 November 2017
Submitted via Website • Report

Overall Experience

My sister received palliative care at the Manor House for the last few weeks of her life. During this time we have been very reassured and impressed by the standard of care provided. Nursing staff were highly professional and compassionate, going much further than the requirements of their job description.

Nothing was too much trouble. I would like to thank everyone there for making a very difficult and painful time more bearable for our family.

Reply from Phill Searle, Registered General Manager at Manor House Nursing Home

Thank you for taking the time to review our service. I will convey your comments to the care team and ensure they receive your thanks. Please accept our condolences for your loss.

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

Overall Experience

My mother was resident at the Manor House nursing home for four years with dementia. All staff provide excellent care, were very kind and very compassionate. It has been a great comfort to all the family to know that mum has been so well looked after. All staff did far more than just their jobs.

Mum

passed away August 2017 with all staff very supportive to her and relatives on the day.

Reply from Phill Searle, Registered General Manager at Manor House Nursing Home

The management and staff thank you for your kind comments and for taking the time to write a review at what must be a difficult time for you and your family. It was a privilege to be able to care for your mum and I know the staff directly involved with her care will miss her.

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Review from Ben A (Grandson of Resident) published on 12 May 2017
Submitted via Website • Report

Overall Experience

I am very close to my grandmother and it saddened me to see her decline so much. My aunt and my mother arranged for her to move to The Manor and I have been amazed at the improvement in her over the last 9/10 months. All the staff at The Manor care about the residents. Many times I have visited during

shift changeover and observed just about every staff member walk past my grandmother and say hello or wave at her! Special mention to the nursing team who within days of Nan's arrival had diagnosed the source of her pain and arranged for a doctor to attend to prescribe neuropathic pain relief. This one tablet has made such a difference to her mood as it allows her to participate more in day to day events. It is particularly lovely to hear her tell me of what she's been getting up to whenever I visit. I would happily endorse the Manor to anyone needing nursing care.

Reply from Phill Searle, General Manager at Manor House Nursing Home

It is rare to receive such high praise working in the healthcare sector. Your comments will be shared with the staff team. Thank you for taking the time to submit a review.

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Review from Lady M (Daughter of Resident) published on 12 May 2017
Submitted via Website • Report

Overall Experience

Our Mother has several complicated medical conditions and these were not being managed well at the previous establishment, as a family, we decided the best decision was to move her to one that could. She moved into The Manor in Aug 2016 and has flourished in the last 9 months becoming more and more

comfortable in her surroundings, increasing in confidence and demeanour on a daily basis. We find every staff member are not only extremely competent but also happy to be there. The genuine care and affection shown to our Mother have been wonderful. We are also very pleased with the efforts made to provide stimulating activities to residents, regardless of ability. To hear our Mother tell us of her trip out to 'on the bus' was wonderful. It is clearly evident that she thoroughly enjoys these trips out. Finally, we must also pay tribute to the Kitchen staff who make every effort to ensure our Mother eats well despite her conditions and we have seen a return of her appetite during this time.

Reply from Phill Searle, General Manager at Manor House Nursing Home

Thank you for your kind comments, I will ensure they are shared with the staff team.

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Review from Norrie W (Son-in-law of Resident) published on 14 October 2016
Submitted via Postal Card • Report

Overall Experience

Mother in Law received compassionate and professional care. The job of keeping her pain free and as comfortable as possible was done 100% by all staff involved. The home was clean and well appointed. Anybody leaving this world would only hope for such help and care given at Manor House Stafford. The

gardens and buildings were lovely.

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