Review from J S (Daughter of Resident) published on 30 August 2018
Submitted via Postal Card • Report

Overall Experience

Individual carers are kind and relate well to Mom. She is improving each time we visit. Food adequate but attention should be given to fluid intake.
Similarly, some aspects of personal care seem to be missed; teeth and nails rarely cleaned. No evidence of activities for residents.
Room clean and comfortable.

Reply from Clare Sheehan, Careline Advisor at Florence Mill Care Home

Thank you for your review, we value all feedback as this helps us to improve our service where required. We are very sorry that there are certain aspects of our service which you are concerned about. Please do liaise with home management so that these can be immediately addressed. We aim to deliver kind quality care at all times as the happiness and wellbeing of our Residents is of paramount importance to us.

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Review from Jean M (Niece of Resident) published on 30 August 2018
Submitted via Postal Card • Report

Overall Experience

Find very good, apart from the laundry i.e. things are getting lost and she is wearing other people's stuff. Do not like that when she has got clothes and shoes of her own. Also, I do not like the clothes parties. We like to buy her clothes ourselves as we don't know what to buy her for birthdays and

Christmas.

Reply from Clare Sheehan, Careline Advisor at Florence Mill Care Home

Thank you for your review, we value all feedback as this helps us to improve our service where required. Please feel free to speak with the Home Manager about your concerns regarding the laundry. We do hold regular clothes parties which the Residents enjoy; the happiness and wellbeing of all our Residents is of paramount importance to us.

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Review from G H (Son of Resident) published on 30 August 2018
Submitted via Postal Card • Report

Overall Experience

Overall, care is satisfactory. Although there was an incident on one occasion that I was really not happy about and reported the matter to the nurse in charge. It has not happened since.

Reply from Clare Sheehan, Careline Advisor at Florence Mill Care Home

Thank you for your review, we value all feedback as this helps us to improve our service where required. Thank you for reporting your concerns to the nurse in charge; we are pleased this has been resolved.

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Review from Janet C (Daughter of Resident) published on 30 August 2018
Submitted via Postal Card • Report

Overall Experience

Sometimes there are not enough staff on duty. Why?
There are no activities at all, nothing to stimulate the mind, just left in front of the TV mainly to fall asleep. Why?
There should be a separate family room for visitors, instead of sitting with other residents which can be distressful.
We have

yet to meet with any management after 6 months. Why?
Staff are brilliant, could not be more pleased.

Reply from Clare Sheehan, Careline Advisor at Florence Mill Care Home

Thank you for your review, we value all feedback as this helps us to improve our service where required. Thank you for your kind comments regarding our staff team, they work hard to deliver kind quality care. Our staffing levels are regularly reviewed to ensure we have sufficient staff to meet the individual needs of all our Residents. We have taken on board your concerns regarding the lack of a family room. Family meetings are held regularly by the Home Manager and everybody is welcome to attend. Alternatively the Manager has an open door policy and is happy to help to resolve any concerns you may have.

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Review from Janet P (Daughter of Resident) published on 27 August 2018
Submitted via Postal Card • Report

Overall Experience

My mum likes privacy. The door to bedroom always locked. Mum often sits alone in corridors (if a chair is available). Old-time music being played in the lounge would be good. Often the TV os on with modern day music or sport. A table in mum's room for her to have her meals from would be appreciated.

Last three visits I have had to cook for one. Clothing often missing. Mum's nails often unclean. The skin on feet very dry.

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Review from Aileen Mae K (Relative of Resident) published on 24 August 2018
Submitted via Postal Card • Report

Overall Experience

We have found the service to be excellent from the home, staff very supportive and helpful. Nurse in charge very helpful and listen well to what I recommend for my family.
They have encouraged independence and treated my family with dignity at all times.
The overall standard is excellent and the care

worker with the activities lovers her post. You can see it in the way she supports the service user.

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Review from Trevor E (Husband of Resident) published on 22 August 2018
Submitted via Postal Card • Report

Overall Experience

As a family, we find the staff in Fern House in Birch Court, to be most helpful and caring.
On the administrative side, we are disappointed with some of the nursing staff.
On two occasions, when routine hospital visits were needed, the paperwork passed to us for use by the hospital staff were returned

to your staff but then on subsequent hospital visits, they could not find them.

Reply from Clare Sheehan, Careline Advisor at Florence Mill Care Home

Thank you for your review, we value all feedback as this helps us to improve our service where required. Thank you for your words of praise regarding our staff team although we are disappointed you have encountered these issues around hospital visits. Upon investigation, I believe this misunderstanding was rectified at the time and the hospital appointment went ahead. As a result, staff are now double-checking that all appointment letters are available and that appointment details are entered in the diary in order to book transport.

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Review from Anthony C (Nephew of Resident) published on 20 August 2018
Submitted via Postal Card • Report

Overall Experience

Very nice care home. Staff very caring. Not long been refurbished. All seemed OK.

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Review from G F (Daughter of Resident) published on 20 August 2018
Submitted via Postal Card • Report

Overall Experience

My mother moved into Birch Court in July. I am very pleased with the level of care, the staff have not only cared for mum, they have welcomed the rest of the family and involved me from day 1. Mum appears to have settled in and seems very happy and content. I am sure this is due to the staff.

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Review from Anthony S (Son of Resident) published on 15 August 2018
Submitted via Postal Card • Report

Overall Experience

All staff friendly, caring and helpful to residents and visitors alike. From managers and carers to cleaning staff. As for the carers, they genuinely care about the residents and nothing is ever too much trouble. A really nice place with really nice staff.

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Review from Gail H (Daughter of Resident) published on 13 August 2018
Submitted via Postal Card • Report

Overall Experience

Overall happy with the level of care.
Sometimes feel mum left on her own too long as she is bed bound and seems at times upset and realises something is not right.
In an ideal world, it would be nice for someone sitting with her and holding her hand as reassurance. Realise the practicality of this

may not be possible.

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Review from D P (Son of Resident) published on 13 August 2018
Submitted via Postal Card • Report

Overall Experience

Very caring and friendly home and looked after my mother in a caring and professional manner.

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Review from Andrew C (Son of Resident) published on 10 August 2018
Submitted via Postal Card • Report

Overall Experience

The home appears clean, well maintained and organised. The staff are always friendly and interact with all the residents.
My mother seems to be happy at the home, staff have been most helpful on the occasions we have taken my mother for a day out.

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Review from Garry N (Nephew of Resident) published on 10 August 2018
Submitted via Postal Card • Report

Overall Experience

Staff work very hard to look after residents which is very difficult with all their different problems.
Had a special birthday to celebrate recently and staff were very helpful.

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Review from Linda K (Daughter of Resident) published on 10 April 2018
Submitted via Postal Card • Report

Overall Experience

My father was a resident for the last three years and my mother for one year (2015) Both were cared for in Fern Unit. The care they both received was outstanding. The kindness and care shown were wonderful to see. The staff are hardworking, patient and genuinely caring, treating residents like one of

their own. I highly recommend Fern Unit nursing and care staff.

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Review from Keith B (Son of Resident) published on 4 April 2018
Submitted via Postal Card • Report

Overall Experience

Activities are excellent which my mum enjoys. The care staff and nurses are very caring and attentive. Rooms and communal areas are very clean.

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Review from Kenneth R (Husband of Resident) published on 20 March 2018
Submitted via Postal Card • Report

Overall Experience

My wife was cared for very well.

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Review from Tim H (Son of Resident) published on 1 March 2018
Submitted via Postal Card • Report

Overall Experience

They do such a wonderful job. Always a happy atmosphere. Very difficult job looking after so many people with complicated needs. Thank you.

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Review from S M G (Wife of Resident) assisted by family/friend published on 21 February 2018
Submitted via Postal Card • Report

Overall Experience

I feel that the care home is lacking in staff. Also, breaks should be split so there are at least two carers in the lounge at one time.
Also, this is a very vulnerable unit and should have more carers on Waterside House.
No security at all - my grandson had his motorcycle taken in broad daylight.

Security must be a priority for all!

Reply from Clare Sheehan, Care Advisor at Florence Mill Care Home

Thank you for your review; we value all feedback as this allows us to improve our service where required. We were sorry to hear of the theft of a family member’s motorcycle, however, unfortunately, as with most car parks, vehicles are left at the owner's risk. Our home is staffed according to Residents needs and staffing levels are regularly reviewed. Waterside is staffed with 2 nurses, 4 carers and a hostess and staff breaks are split, with 2 out of 7 staff taking breaks at one time. Please don’t hesitate to liaise with management at the home, we are always happy to assist with any issues you may have.

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Review from Susan M (Daughter of Resident) published on 9 January 2018
Submitted via Website • Report

Overall Experience

My mum went into the Waterside Unit in Birch Court in August 2015 when she was in a bad way, since then she has come on fantastically. She now eats on her own and has calmed down a lot. She interacts with the staff and other residents alike. She has put on nearly 2 stone in weight which was needed,

she was skin and bones because she refusing to eat. The staff are wonderful, patient and kind, so I would strongly recommend the Waterside Unit. Thank you so much from myself and the rest if my mum's family.

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Florence Mill Care Home

Care Provided by Florence Mill Care Home

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Funding & Fees Guide for Florence Mill Care Home

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