Review from Sue M (Niece of Resident) published on 12 April 2022
Submitted via Website • Report

Overall Experience

My Aunt was cared for at Astley House. The staff were amazing with her, she loved them and they treated her as part of the family. The communication was excellent even through the pandemic. I felt they supported us through this too and were always willing and had time to answer questions and put our

minds at ease. So thank you to all the staff. Each and everyone went above and beyond and for that, I am truly grateful. The staff were caring, compassionate and professional even in the difficult times the pandemic brought. A credit to Bedford. Thank you so much for taking good care of my Aunty and also making sure my Mum (91 yrs young) was ok when she came to visit.

Reply from Emily Hocking, Regional Customer Relations Manager at Bedford Care Home

Thank you so much for taking the time to share your experience. It really is so lovely to hear such kind and lovely words about the team and how well supported you and your family have been.

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Review from Adele M (Daughter of Resident) published on 11 April 2022
Submitted via Website • Report

Overall Experience

Croft House. Very understaffed, with nurses telling residents to soil in their pads and then leaving them for hours before changing them. Rude agency staff. Residents all lay in their beds with a nappy/pad tied around them. Not allowed to leave their rooms. The place stinks, only one visit per day and

this includes medical staff. My sister was told our mum had her one visit booked and that was with physio. Patients/residents still not dressed or washed/changed at lunchtime. Six days to get a doctor to visit. If you have any love or respect for the one needing care, please find another home. We have witnessed residents crying because they have wet themselves and they are scared to tell some members of staff (mostly agency). I haven't got the energy to put in words (again) how bad this place is. This could be an amazing place, but lack of staff, bad management, and underfunding means the residents are suffering, physically and mentally.

Reply from Julia Bentley, COO at Bedford Care Home

Thank you for taking the time to review the home, I am sorry that your experience at the Home has been so negative. Your concerns are currently being investigated and the Home Manager will be contacting you to discuss further.

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Review from R H (Resident) assisted by family/friend published on 17 August 2021
Submitted via Postal Card • Report

Overall Experience

Discharged from the hospital for one week's respite and was placed in the dementia unit. Own room which was dirty, including furniture, no bed rails on the bed (history of falls). The panic/calling button on the side table had no battery in, so not able to call for assistance (I am bed-bound). My wife

confirmed to staff my room was dirty (they said it was because of me gathering up the quilt cover!) The food was bland and not appetising. Some staff were bullying me. My wife, on visiting me a few days after my admittance, stated I looked like I had never been washed because of dirt around my nails, and the groin area looked unclean. My catheter bag had not been changed by staff and was overdue for this. I was not given liquid often (just spent two weeks in hospital with a bad water infection) plus, when I had my 4 pm meds, I was also given a purple liquid, which was not my usual medication.

Reply from Emily Hocking, Regional Customer Relations Manager at Bedford Care Home

I'm sorry you have had cause to make a complaint in regards to the care provided. At Bedford we appreciate any criticism good or bad and this helps us to make any changes that are required. To answer a couple of your points; all rooms are fitted with electronic call bells that are attached on an internal system, this can lead people to believe there are no batteries in them. Daily walk rounds are completed of the entire home and we apologise if you found the room to be untidy. Whereby it is established that a resident requires bedrails we would complete a risk assessment. However with any resident we always look for the least restrictive measure to put in place for any residents. On some occasions whereby residents will not take their medication with water, we offer alternatives such as blackcurrant juice.

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Review from Brian H (Son of Resident) published on 9 July 2021
Submitted via Website • Report

Overall Experience

My father spent his final six months in Bedford Care Home, which is managed by a fabulous lady who is always so supportive and willing to answer queries honestly. They have fabulous staff too, including three members of staff in particular. Thank you so much to everyone for making my father's final

days as comfortable as possible. My father loved his time at Bedford Care Home despite his Dementia and underlying health conditions. I shall never forget your kindness and compassion. You're all a blessing to humanity. Thanks again to the manager and another member of staff in particular, your careers will go far.

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Review from M C (Daughter of Resident) published on 9 April 2021
Submitted via Postal Card • Report

Overall Experience

My mother was first of all in Astley, which I cannot complain about anything, she was very well looked after with care and dignity. She is now in Croft Unit where again she is extremely well looked after with care and dignity, their job now with her is now more hands-on, again I cannot thank both units

for their care and compassion a very difficult job.

Reply from Paul Millar, Sales Manager at Bedford Care Home

Thank you for your review; we value all feedback as this helps us to improve our service where required. We are delighted that your Mother settled so well and the reassurances it provided to you as a family. 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, of course, pass on your kind words to the Bedford team.

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Review from David H (Son of Resident) published on 29 March 2021
Submitted via Postal Card • Report

Overall Experience

My mum was a bit apprehensive and nervous at first, but due to the staff, she fitted in well. All she could say was how good the staff were and how good the food is. My mum is very happy here, which in turn fills me with confidence that she is being looked after properly. Thank you.

Reply from Paul Millar, Sales Manager at Bedford Care Home

Many thanks for taking the time to review our home. It is our pleasure to care for your mum.
Thanks again for your kind words and I will make sure I pass them on to the Bedford team.
Regards

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Review from R B (Sister of Resident) published on 29 March 2021
Submitted via Postal Card • Report

Overall Experience

First time for a visit because of the lockdown restrictions, everyone was helpful and seem to be very caring and the visit went well.
I didn't get to see the rooms because of restrictions or anywhere else.

Reply from Paul Millar, Sales Manager at Bedford Care Home

Many thanks for taking the time to review our home. It is our pleasure to care for your sister.
I will of course pass on your kind words to the Bedford team.
Regards.

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Review from John H (Son of Resident) published on 18 March 2021
Submitted via Website • Report

Overall Experience

First visit since pre covid. Great staff. Really friendly and helpful. Excellent care home 10/10. I can’t thank the staff of this home enough for looking after my mum so well, especially during the pandemic.

Reply from Paul Millar, Sales Manager at Bedford Care Home

Many thanks for taking the time to review our home. It is our pleasure to care for your loved one.
I will of course pass on your kind words to the Bedford team. Regards

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Review from Michelle B (Daughter of Resident) published on 19 January 2021
Submitted via Website • Report

Overall Experience

Despite the ongoing issues regarding care homes being unable to offer visits due to the Covid 19 pandemic, following the government announcement that families could mix over the Christmas period, the care home manager worked endlessly with the relevant authorities and was determined to get a plan approved,

despite the ever-shifting ground, in order for a closed window visit to be permitted on Christmas Day and Boxing Day. The efforts paid off and the plan was approved.
In a year where many people have been separated from their loved ones, this meant a lot.
In addition, all the staff have worked tirelessly under the circumstances to arrange Zoom meetings for the residents to connect with relatives, despite the pressures they are under and new technology they have had to master! A big thank you to everyone.

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Review from Lee R (Son of Resident) published on 11 December 2020
Submitted via Website • Report

Overall Experience

My mum lives on the Beech House at this home, I have had issues in the past with the Beech House, not updating me on mum and mum looking unkempt at times when visiting. I have been very anxious about not being able to visit due to the current situation. I was worried if mum was being properly cared

for as I was always speaking to staff about things I wasn’t happy with.
However these past couple of months I have been regularly updated on mum, there has been a new manager put in place at the Beech House, she always has time to speak and is very professional, as are all staff. There is also a male nurse who is excellent and always very friendly, although I’ve not been able to see mum I feel happier that she’s receiving the care she deserves. There are always activities on and staff will ring regularly when mum needs anything. I am very eager to see mum but am now content she is being very well looked after. I feel the change in management and nurses has improved the Beech House considerably.

Reply from Paul Millar, Sales Manager at Bedford Care Home

Many thanks for taking the time to review our home and it is our pleasure to care for your Mum.
We are delighted that you appreciate the positive changes being made.
I will of course pass on your kind words to Kelly and the Bedford team.
Best Regards

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Review from Andrea B (Daughter of Resident) published on 2 December 2020
Submitted via Postal Card • Report

Overall Experience

Beech ward is very frienly. The staff are professional, caring, attentive carers. The ward is immaculately clean. The rooms are of a good standard. My mum settled in very quickly and is very happy. My mum struggles with food, but there is always something to tempt her with.

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Review from Dawn S (Daughter of Resident) published on 3 November 2020
Submitted via Website • Report

Overall Experience

My mother is a resident on the dementia unit at this care home, I must say the care she receives is outstanding. I am constantly kept updated about mum, there’s a new manager in place who takes time to explain things to you and listen to any concerns you may have, she always makes time for you although

I know all staff are very busy, I have spoken to her on a couple of occasions now and any issues or concerns are dealt with. Mum struggled to settle when she first moved in but there has been new staff started and who care fantastically for mum, nothing is too much trouble. However the decor is very tired and dated, the rooms are very basic, but the care is fantastic, staff have always got time for both families and residents.

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Review from L T (Daughter of Resident) published on 15 July 2020
Submitted via Postal Card • Report

Overall Experience

Astley unit is my mum's home.
The most wonderful, caring staff; very person-centred approach.
Rooms very, very poor.
Decoration very, very poor.
No consistency with the higher management, very little feedback to families.

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Review from J C (Daughter of Resident) published on 14 July 2020
Submitted via Postal Card • Report

Overall Experience

My mum lives on the Astley Unit; this had been made her home. The staff on this unit are excellent and treat my mum as part of their family, and go above and beyond what is expected. However, the rooms are very outdated and poorly decorated.

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Review from Lauren J (Granddaughter of Resident) published on 31 December 2019
Submitted via Website • Report

Overall Experience

The lack of care in this care home is unbelievable. Residents including my grandad are left lying in their own urine and are not changed for ages, even though the buzzers are going off. Staff are rude and the list goes on, for example, we were told by staff ‘We can’t take your grandad to the toilet

as we are doing breakfast’ and ‘He can’t get back in bed yet as we are busy doing staff change over’ and I could go on. A formal complaint has been put into CQC due to the care of the staff, the staff's attitude and the overall care within the home. Would not wish this home on my worst enemy. Avoid at all costs!

Reply from Wendy Lees, Home Manager at Bedford Care Home

It is disappointing to read such a review and not reflective of the standard of care we strive to deliver at Bedford Care Home. As a Manager, I investigate thoroughly any concerns and will hold to account any staff responsible for such care and failings in protecting the vulnerable people we are entrusted to care for. We have recently had senior staff from the local hospitals in, inspecting and evaluating our care and they were more than happy, hopefully this gives a level of confidence that poor care isn't the norm at Bedford and we have many happy residents and relatives here. I would urge any prospective families and future residents to come and meet myself and the staff, have a look round and then make a judgement. I am always happy to see people in the home.

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Review from C A (Daughter of Resident) published on 15 October 2019
Submitted via Website • Report

Overall Experience

Mum was discharged from hospital in a rather rushed and unfortunate manner, arriving quite a while after teatime at Bedford House. She was made to feel very welcome and the staff immediately set about settling mum in. During her short stay, she ate very well and was very well looked after. She felt

and looked much better when it was time to leave, compared to how she was on arrival. The staff were all very caring, helpful and pleasant. Mum also enjoyed the social side of sitting and chatting with other residents and staff. She would be happy to go back to Bedford House if the need ever arises and we would be happy knowing she is in good hands. Thank you to all the staff who looked after mum.

Reply from Paul Millar, Sales Manager at Bedford Care Home

Thank you for taking the time to review our home. It was a pleasure to care for your Mum and I will make sure we pass on your comments to the Bedford team .

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Review from Julia H (Daughter of Resident) published on 29 May 2019
Submitted via Website • Report

Overall Experience

My father was admitted for respite from hospital. He was treated with the utmost care, respect and compassion by the staff on Kenyon.
I will never forget their kindness and patience with him as he was in the final weeks of his life. It gave me great comfort to know he was so well cared for and I'll

never forget it.

Reply from Karen McGrady, Home Manager at Bedford Care Home

Thank you so much for taking the time to review the care that your father received with us at his end of life. At a difficult time, it is good to know that we were able to provide comfort to you as well. I will be pleased to pass your comments across to my team on Kenyon.

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Review from Hazel V (Friend of Resident) published on 19 February 2019
Submitted via Website • Report

Overall Experience

There always seems to be a smell when I enter the building.
My friend was sat in dirty clothes, she had, what I take to be, her breakfast down her jumper, I have asked staff put an apron over her and she has dirt under her nails.
The chairs in the dining room also need to be wiped down after mealtimes.
I

always find the staff caring and chatty.
I think the place is tired and could do with a good and more modern refurbishment which I'm sure would benefit staff as well as residents.

Reply from Karen McGrady, Home Manager at Bedford Care Home

Obviously, it's very disappointing to hear your feedback regarding your friend and we would be happy to meet with you to discuss your concerns about her care.

We were inspected by the CQC last week who made positive comments about the care provision at Bedford and particularly mentioned housekeeping and cleanliness of the whole site. However, it is recognised that the home looks tired in areas and in need of some work which will all be done in due course against a managed plan of action.

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Review from Rosemary H (Granddaughter of Resident) published on 1 November 2018
Submitted via Website • Report

Overall Experience

Well, some of the staff are extremely rude and not very professional, they don't see to patients when they press the buzzer they have to wait for ages. But some of the staff are bubbly and happy and caring towards the patients and the relatives it is just the selected few that are not.

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Review from Wayne and Tracey G (Son of Resident) published on 3 September 2018
Submitted via Website • Report

Overall Experience

Kenton house looked after my Mum who had dementia and was being treated by all the staff at Kenyon who must I add were faultless in their caring for mum. Unfortunately, she passed away from this dreaded disease. I would just like to say all the staff were brilliant in all the care they give mum to the

end and made me and my family feel nothing was too much for them. All the staff made her last days very comfortable and looked after all my family their care was second to none and we thank you from the bottom of our hearts.

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