Review from K W (Son of Resident) published on 28 July 2023
Submitted via Postal Card • Report

Overall Experience

Very friendly care home and staff.

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Review from Julia C (Daughter of Resident) published on 19 April 2023
Submitted via Postal Card • Report

Overall Experience

When Mum first moved into Newlands we had a lot of teething problems and some more serious safeguarding issues which were reported. Things have settled down now and the vast majority of the staff are very kind and caring. Sometimes it feels to still be a bit short staffed though ie first thing in the

morning. My mum's main complaint though is the food, the menu is quite uninteresting and the food is badly cooked.

Reply from Diane Kerwin, Hospital Liaison Team Administrator at Newlands Care Home

Thank you for your review, we value all feedback as this helps us to improve our service where required. We would like to apologise for the initial issues experienced when your Mother was admitted to the home; we are pleased these are now resolved. Regarding staffing levels, we use a robust dependency assessment tool which helps us to review and determine staffing levels including taking environmental factors into account. We acknowledge in the past concerns have been raised about food and menus but are pleased to share we have recently recruited an experienced and highly recommended chef who is now in post. We have had fantastic feedback from those we support who have noticed the positive changes.

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Review from P B (Brother of Resident) published on 24 March 2023
Submitted via Website • Report

Overall Experience

First-class caring staff. First class home. All relatives and friends that visit are very impressed, particularly with the staff's friendliness and professionalism.
I can’t speak too highly of Newlands and it's staff.

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Review from M J (Daughter of Resident) published on 24 March 2023
Submitted via Website • Report

Overall Experience

My mum has lived at Newlands Care Home for nearly 4 years. She has consistently been treated with great kindness and respect. Her room is kept beautifully clean and the laundry service is amazing. The dining room is light and airy and a lovely range of food is always offered. The carers are almost always

the regular staff who know Mum well and she knows and trusts them. The floor manager is superb and Mum’s care (even, and especially, when she has been under the weather) is full of kindness and compassion. The manager and admin staff are always there to help when needed. I’m very pleased that we chose Newlands for Mum.

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Review from M M (Son of Resident) published on 23 March 2023
Submitted via Website • Report

Overall Experience

All the staff are friendly, polite, professional and helpful.
When asked for personal care for Mum, this is done within 10 minutes - no long waits.
Mum is clean and looked after.
I feel confident that she is cared for excellently.

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Review from Gordon S (Husband of Resident) published on 31 January 2023
Submitted via Postal Card • Report

Overall Experience

The care provided and staff are excellent.
My wife was recently in hospital and I really appreciated a courtesy call from them to see how I was coping. Thanks.

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Review from D B (Daughter-in-law of Resident) published on 20 December 2022
Submitted via Website • Report

Overall Experience

Newlands staff were wonderful with my mother-in-law and always very welcoming to the family when we visited. They kept us informed and always listened to us and took on board what we said. Loads to do for residents. Highly recommended.

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Review from Graham S (Son of Resident) published on 3 November 2022
Submitted via Postal Card • Report

Overall Experience

I am pleased with the care that mum receives in Newlands. She would like to be able to walk a little more but other than that everything is fine.

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Review from Raj P (Son of Resident) published on 11 October 2022
Submitted via Website • Report

Overall Experience

Generally pleasant if slightly sterile environment. Caring & responsive staff. Night staff seem stretched at times. Rooms and facilities are well appointed. The safety of residents is treated as paramount. Team leaders are visible and coordinate staff well. Culturally responsive but could do better

for minority ethnic residents in terms of food and religious needs. Night and day staff could rotate for better continuity. Could do with better access for relatives to get into the building and frustratingly to get out of the building. I often have waited 5 minutes or more to be let in or out.

Reply from Julie Caygill, Hospital Liaison Team Administrator at Newlands Care Home

Thank you for leaving Newlands a review on CareHome.co.uk.
Please accept my apologies for your experience, I really appreciate you bringing your concerns to our attention, allowing us opportunity to improve.
I am more than happy to meet with you, at a time that is convenient, to discuss your concerns in more detail, and what actions we will take to improve the quality of service and experience

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Review from E B (Resident) published on 24 May 2022
Submitted via Postal Card • Report

Overall Experience

Newlands did very well during the period of COVID.

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Review from B M (Wife of Resident) published on 25 April 2022
Submitted via Postal Card • Report

Overall Experience

It is very good and in services. Staff are very good.

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Review from P F (Niece of Resident) published on 23 February 2022
Submitted via Postal Card • Report

Overall Experience

In these difficult times, we have been kept informed of what we need to do in order to visit our relatives. It's been hard all around for everyone.

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Review from Liz D (Daughter of Resident) published on 14 June 2021
Submitted via Postal Card • Report

Overall Experience

I'm very happy with the care my mum receives. She gets on very well with the staff and they do an amazing job at looking after her and keeping us up to date on her wellbeing. They have managed lockdown visits extremely well under difficult circumstances and we're very grateful for the professional way

it's been handled.

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Review from C N (Sister of Resident) published on 22 March 2021
Submitted via Postal Card • Report

Overall Experience

Staff are helpful and readily give answers when questions are raised. Security and safety was uppermost in their minds during lockdown. Daily activities have always been planned for residents to take part in, their circumstances being taken into consideration.

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Review from A B (Daughter of Resident) published on 17 February 2021
Submitted via Postal Card • Report

Overall Experience

I have visited on two occasions this month. The staff were very keen to accommodate my visits as I live over 200 miles away. They had my mother ready in good time, in the lounge for my window visit. Mum smiled all the time. She is really thriving. The second visit was via the pod. Again Mum was very

well prepared, knew what to expect, was relaxed and comfortable. Sound quality between petition very good, Surroundings were excellently cleaned and flowers on each side of the pod in vases. Very nice visit, thanks to all staff!

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

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The new visitor pod is an excellent facility.

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Review from T J (Daughter of Resident) published on 27 January 2021
Submitted via Postal Card • Report

Overall Experience

We are so happy with the care received. All staff are very caring and friendly and our relative has been very happy. The measures taken to try and keep families together during the pandemic have been wonderful and much appreciated.

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Review from Rose M (Daughter of Resident) published on 18 December 2020
Submitted via Website • Report

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My Mum was recently admitted to Newlands and I can't sing the praises of all staff that we have had contact with.
All have been helpful, caring and compassionate and extremely understanding.
I feel reassured that our Mum will and is getting the best possible care.
Thank you, Newlands and all the

staff who work there.

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Review from Alan M (Son of Resident) published on 21 October 2020
Submitted via Postal Card • Report

Overall Experience

The resident is well cared for and looked after however she has advised us her TV hasn't worked for months and she is cold at night as there has been no quilt on her bed for a couple of years. It is hard on the family with limited contact due to Covid, but we understand the rules.

Reply from Julie Caygill, Hospital Liaison Team Administrator at Newlands Care Home

Thank you for your review, we value all feedback as this helps us to make improvements where required. We would like to apologise for any upset this may have caused. The bedroom has been reviewed and we have ensured the TV is in working order; the aerial needed retuning and is now working effectively and our resident is enjoying watching the television in her bedroom. The bedroom radiators have also been checked; the room is warm and our resident has a duvet and blankets too. We appreciate the restrictions on visiting is difficult due to the local lockdown. We have several tablets in the home whereby we can facilitate video calls with loved ones and we encourage all families to book in with our Wellbeing Coordinator to maintain family relationships and lift spirits. We continue to work alongside the local council and Public Health of England and will update you further with our visiting options.

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Review from M R (Friend of Resident) published on 15 May 2020
Submitted via Postal Card • Report

Overall Experience

My friend has been in Newlands for 2 years and has had excellent care. The staff are always welcoming and friendly when we visit. During the Covid 19 pandemic, I have been kept up to date with my friend.

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