Review from Jeannette S (Daughter of Resident) published on 23 August 2023
Submitted via Website • Report

Overall Experience

Our mum spent the last few weeks of her life at Hillbro after a short stay in hospital. We were initially nervous about moving her into a nursing home but it turned out to be the best place for her to end her days and we were delighted with the level of care and compassion she received.
The home was

always immaculate and we were always made to feel welcome when we visited our mum. There were always plenty of staff around and they dealt with any issues professionally - responding quickly and efficiently. During her final few days, our mum was in bed all the time. The care and compassion of the nurses who dealt with her medical needs was exemplary. They kept us informed of what was happening during the final stages and this helped us enormously at this difficult time. My sister and I shall always be so grateful to everyone in the Hillbro team for making the last weeks of our mum's life as comfortable as possible.

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Review from Alyson W (Daughter of Resident) published on 23 August 2023
Submitted via Website • Report

Overall Experience

A Wonderful place - it is difficult to put into words but I will try. My lovely mum went into Hillbro Nursing Home from the hospital a few weeks ago, her room was freshly decorated and they made her most welcome. The care was second to none in fact it was over and above anything I have ever experienced.

All the staff are hand-picked by the management, it's like they chose all your favourite sweets in a sweet shop - so loving, caring, compassionate and gentle with not just my mum but all the residents. They told me it was like a family and it was - from the kitchen staff, laundry ladies, carers, nurses, and management well done for making my mum's life so comfortable and pain-free in her final days. Hillbro is immaculate with a handyman always touching up here and there and on one occasion I witnessed the chandeliers being taken down and polished so the residents could enjoy their sparkle. Thank you sounds so insignificant for everything your staff do, keep doing what you do so well because it's perfect.

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Review from Rosamund C (Daughter of Resident) published on 13 January 2023
Submitted via Postal Card • Report

Overall Experience

We have been extremely happy with the care my father has received at Hillbro Nursing Home! Dementia is such a debilitating illness and staff at the home have a very high level of skill and professional experience in dealing with sufferers. To entrust others with the care of your loved one is extremely

difficult and they have done so with the utmost tenderness, professionalism and dignity at all levels. We could not have asked for more.

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Review from P C (Daughter of Resident) published on 2 March 2022
Submitted via Website • Report

Overall Experience

Mum has recently gone into Hillbro Nursing Home. The difference in her in just a few weeks is amazing. She has dementia and was finding it increasingly difficult living on her own. The staff are wonderful. So kind and caring not only to Mum but to the family as well. She is really well cared for and

loves being there. I cannot recommend Hillbro enough. We no longer have to worry about her and that is because of the kindness of all the staff. Mum is so happy there. Thank you.

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Review from Amanda P (Daughter-in-law of Resident) published on 31 January 2022
Submitted via Website • Report

Overall Experience

We feel very privileged that Mum was able to be cared for at Hillbro Nursing Home. The level of care was outstanding and the staff were so kind and patient. Although it was during the pandemic and visiting was limited we were regularly updated and as soon as visiting was allowed we were always accommodated.

Mum loved to go for walks and this was actively encouraged and enabled by the staff at Hillbro. One of my lasting memories will be of accompanying mum and other residents and families for a Christmas Lunch at the local Garden Centre, the organisation and care that this required must have been huge but it was a great success.

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Review from Michele M (Daughter of Resident) published on 16 May 2021
Submitted via Website • Report

Overall Experience

The dedicated and pleasant staff at Hillbro cared for both our mother and the family in our difficult times and made life bearable for us all. We cannot praise the staff led by a dedicated and professional manager enough for offering their attention to detail and support and kindness. Our mother retained

her dignity and was treated with respect and love.
Thanks again.

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Review from John W (Husband of Resident) published on 11 March 2021
Submitted via Website • Report

Overall Experience

During my wife's several years at Hillbro, I have been very satisfied with her treatment and the consideration she has been given. I must say that similar consideration has been given to me when visiting. Neither my wife nor myself find our situation easy, but Hillbro has done their best to make it

as easy as possible.

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Review from Kay H (Daughter of Resident) published on 5 March 2021
Submitted via Website • Report

Overall Experience

My mum moved from the sister home around Christmas as her needs became greater. My brother and I were worried about the change but, I am so pleased to say, that the transition was carefully planned and dealt with sensitively. Her room was newly decorated for her arrival with the decor to make her feel

at home. The staff are caring and wonderful with my mum. She has settled very well, and I feel totally reassured. Staff seem to know her well even in this short period of time and are able to update me anytime through phone calls and visits. During visits, it’s lovely to watch the interaction between staff and Mum, which obviously residents families are currently unable to do. I feel well informed at the current time about any changes and updates in relation to visitations, and am I pleased to be a part of a Hillbro WhatsApp group... it is so obvious that the ethos of Hillbro is about being a team! Great teamwork! Thanks for the great service you are providing!

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Review from Kathryn A (Daughter of Resident) published on 5 March 2021
Submitted via Website • Report

Overall Experience

My mother moved into Hillbro, after she was told she needed full nursing care. She was moved from a residential home, and we were astounded by how well Hillbro was run compared to her last one. It is lovely and clean, and the staff are genuinely caring. They keep us informed if she has any health issues,

and during the lockdown, they have set up a WhatsApp group to let us know of any important information. I would not hesitate to send another family member to Hillbro. Well done.

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Review from Sharon B (Daughter of Resident) published on 5 March 2021
Submitted via Website • Report

Overall Experience

Mum has been at Hillbro for over 3 years - she has had the most amazing care and we have been welcomed like family! Without exception the staff are amazing, nothing is too much trouble especially over the recent difficult times. My sister brother and I could not wish for better care for our mum.

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Review from Lisa M (Daughter of Resident) published on 5 March 2021
Submitted via Website • Report

Overall Experience

I honestly cannot recommend the team at Hillbro enough. My lovely dad, unfortunately, entered the home during the first lockdown in March 2020, and it was from recommendations with social care and chats with the manager at the home that put our mind at rest that he would be well looked after there,

without us actually being allowed to visit.

The team have gone above and beyond during an incredibly difficult time and have adapted as quickly and safely as they possibly could, arrange new visiting guidance, and communicating this to families. They are all such a friendly bunch (my dad would love to have a good chin wag with them if he could). Our dad is, unfortunately, in the later stages of Alzheimer’s, but they still make the effort to get him up and out of his room, even if he does go back to sleep! I hope I can give the team (and my dad) a big hug soon; they deserve medals.

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Review from Ann W (Daughter of Resident) published on 5 March 2021
Submitted via Website • Report

Overall Experience

Having to decide on when the time has come for your loved one to cared for and looked after by a care home is the biggest decision my family has ever made. My mother has been cared for, for 3 1/2 years by the group.
Understandably, at first, the family were nervous and cautious. However, from the

beginning of the process, the staff have been wonderful. Taking the time to find out about Mum personally, her likes, dislikes and all Mums traits. Mum absolutely loves every member of the team. The family are reassured she's extremely well looked after. Her condition has progressed over the years, all the staff understand her frequent changes.
Any concerns are quickly and professionally dealt with.
The family are totally happy with the home.

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Review from Lynn H (Wife of Resident) published on 5 March 2021
Submitted via Website • Report

Overall Experience

Would recommend Hillbro. My husband has been with them for nearly 4-years. Cannot fault the care and kindness he receives from all members of staff. Always looks well cared for and clean and tidy; would not hesitate to recommend Hillbro to others.

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Review from Sue S (Daughter of Resident) published on 5 March 2021
Submitted via Website • Report

Overall Experience

Excellent care from all the staff that looked after my mum, and by this, I mean the carers, kitchen staff and the office staff.
My mother's room was always clean and warm, I was able to visit anytime, also was able to take my dog in to see her; and the other residence just loved to see her. I would

highly recommend this care home to anybody, knowing that their family member will be looked after very well.

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Review from Angela E (Daughter of Resident) published on 4 March 2021
Submitted via Website • Report

Overall Experience

My mum became a resident at Hillbro at the start of the pandemic 12-months ago. She has end-stage Alzheimers, and sadly we could no longer manage her care at home. I had expected her to have died within 6-months, as she had deteriorated so much. However, she is still going strong 12-months later, purely

thanks to the excellent care that all the staff at Hillbro have given her. I know that my mum is happy and she always looks clean and well cared for. Big relief to all of us, particularly my dad. It has been a very challenging year for Hillbro with Covid, and I think they have managed it extremely well. The manager has always kept us up to date with any changes. She is very approachable and willing to discuss any concerns, not that we've had any. Thank you, Hillbro; you're a lifesaver, literally.

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Review from Traci H (Daughter of Resident) published on 4 March 2021
Submitted via Website • Report

Overall Experience

My dad has been in this amazing care home for the last 20-month, and I was so worried when he first went to live there, but he has received outstanding care. They feel like family now and go that extra mile to help and make things as easy as possible. They even bought him birthday gifts. I can Skype

my dad, with there help, and I would like to say a big thank you to all the team.

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Review from Pam P (Sister of Resident) published on 4 March 2021
Submitted via Website • Report

Overall Experience

My sister has been at Hillbro for a number of years, and she beams a smile every time, a sure indication of how well she has been looked after. The communication with staff is beautiful and patient, and nothing but kindness is shown. They have dealt with Covid extremely well keeping me informed regularly

with updates. My sister has been in other care homes previously, so I’m able to compare Hillboro and glad to say the whole team there is very competent and genuinely interested in her well being.

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Review from Angela T (Daughter of Resident) published on 4 March 2021
Submitted via Website • Report

Overall Experience

I can not praise all the staff in Hillbro enough for the fantastic care they have given my mother all through the pandemic and beforehand. She is always clean and well presented on all visits, even unannounced. The staff are always friendly and respectful to me and my mother. I leave the home, feeling

happy that she is in the right place, with the right people. Very organised staff and simply the best. Would recommend Hillbro to anybody looking for 1st class care.

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Review from Caroline T (Daughter of Resident) published on 25 February 2021
Submitted via Website • Report

Overall Experience

Whilst checking the CQC score for this home on the website, it came to our family's attention that our deceased Mum's bedroom with all her private and personal possessions, including private family photos were on this website without our family's knowledge or consent. We certainly didn't give our permission

nor was it sought by the home. As you can imagine this has caused great distress to the family as our beautiful Mum passed away in August 2020. We believe this just shows the lack of compassion and respect this home has towards bereaved families. We would suggest if this home wants to advertise their rooms on a website, our family would prefer you use your own staged photographs and props and not someone’s personal room. May I add that this wasn't the only issue with this home, this has caused great pain to our family and is a clear invasion of our Mum's privacy.
We categorically would not recommend this home.

Reply from Leon Berry, Director at Hillbro Nursing Home

I am so sorry that this has caused you and your family distress and I can ensure that the picture is removed promptly. All the staff in the home really enjoyed looking after mum and had the utmost respect for her along with everyone we care for. Consent is always obtained on admission and in this case it did include, 'Consent to photographs being taken for clinical and social purposes.' I have offered to share this document with you, signed by your sister who was the only one with lasting power of attorney for health and welfare. At Hillbro aftercare is something that we pride ourselves on and we still hold many relationships with past residents' families. I have responded to your concerns formally and I have contacted you and other members of the family several times to try and resolve these issues. At Hillbro we are always contactable and if you want to get in touch I would be happy to sit down with you and go through any issues you may still have as has been offered before.

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Review from J (Daughter of Resident) published on 24 February 2021
Submitted via Website • Report

Overall Experience

Our beautiful mum had a very mixed stay here, for the first couple of months she seemed very lost and very sad, but our visits and hugs/kisses cheered her up. She just really sat in the lounge/dining room and tried her best to watch whatever was going on. She did enjoy her meals but hated the noises,

the clatter of plates. She loved to have her hair and nails done but then March 2020 lockdown, totally shut in her little attic room, no view, no visits, she spent seven months with no interaction. Bless her, she just gave up. We rang every day, tried Zoom, Mum was slipping away. The staff did make a few comments which did not relate to how our mum had really deteriorated and on this, we feel let down.

Reply from Leon Berry, Director at Hillbro Nursing Home

We are very sorry that you feel this way about your mum's time at Hillbro. All of the staff at Hillbro really enjoyed looking after her and commented on what a kind person she was. She always appeared very happy here. We do not have any rooms in the attic. The lockdown has hit everyone hard and I feel for all our residents that have missed out on visits with their relatives and friends and like every care home in the country things have unfortunately had to change to safeguard our residents. As soon as guidance changed to allow visits, we moved with it and we are very glad that you could attend several outdoor visits, we are glad that we could get a picture of you with your three sisters attending a visit outside in April on a sunny day for your mum. As well as several visits when it came to the end, and we were glad to have had you present with your three sisters when she passed away. We do have Skype calling available, but I am aware that it does not work for everyone and their family.

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Hillbro Nursing Home

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