Review from Robert T (Son of Resident) published on 21 January 2021
Submitted via Website • Report

Overall Experience

My mother moved into Cleveland House in February 2019. We were immediately struck by the warm, comfortable, non-clinical, and homely atmosphere of the place. Compared to others on our list, this one felt more like living in your own home; the beautiful garden was an added bonus! Of course, you never

know until you've tried something, but in the period after Mum moved in, we quickly became assured that we'd made a good choice.
The staff generally have exceeded expectations.
From the beginning, we always felt that Mum was being well looked after. Onsite chef and staff provide lovely meals, served in a cosy, communal restaurant ambience. Social contact and activities are enthusiastically encouraged by an extremely committed Coordinator and her colleagues. Hand in hand with all of this is the level of care; we felt that this was very high, a number of the caring staff going beyond the norm of their duties and becoming very attached to Mum. My wife and I always felt welcome. Thanks to all!

Reply from Greta Narbutaityte, Customer Advisor on behalf of the team at Cleveland House Care Home

Thank you for taking the time to leave us such kind comments, we deeply appreciate this feedback.

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Review from Julia C (Daughter of Resident) published on 12 January 2021
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Overall Experience

Mum had always enjoyed a quiet and private environment so for her to go into a care home was quite a worry. She has complex needs but the staff here couldn’t be more helpful in making her feel at home. She has won their hearts and now she loves the hustle and bustle of everyday life here. She tells

us she’s happy and feels it her home now. She contracted COVID-19 but it was speedily recognised and Mum got treated at the local hospital and made a full recovery. She has had to endure numerous isolation periods but the staff have made sure she is well looked after and entertained. The manager made it possible for Mum to come home for Christmas which was such a relief as no physical contact with her has been excruciating. They now have a POD so we can again visit and sit with Mum albeit behind a glass window. Tremendous effort by all - constant communication with the staff enables the best cate for Mum.

Reply from Greta Narbutaityte, Customer Advisor on behalf of the team at Cleveland House Care Home

Thank you for your understanding during such a difficult time. We appreciate it is very hard not being able to see your loved as frequently as you used to. Please let us know if there is anything else we can do to help.

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Review from Richard T (Friend of Resident) published on 12 January 2021
Submitted via Website • Report

Overall Experience

The establishment is second to none! Staff are fabulous and are always going above and beyond to meet each residents individual needs. Expectations are exceeded and are outstanding. Residents are always carrying out a variety of activities and are well catered for. Food is excellent and no one needs

to worry about anything. There is outstanding leadership and this is seen throughout the staff team the staff all have the same vision which is excellent.

Reply from Greta Narbutaityte, Customer Advisor on behalf of the team at Cleveland House Care Home

Thank you for your praise. We are very happy to hear you are satisfied with the quality of our care.

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Review from T B (Son of Resident) published on 13 August 2020
Submitted via Website • Report

Overall Experience

Our family cannot thank the new manager and staff enough for the excellent care provided at Cleveland House not just to our mum but to all residents. They are friendly, professional and caring at all times, especially during the ongoing COVID quarantine. It became apparent during Mums lengthy stay in

hospital that as she was not able to be safe at home or to continue an independent life. We visited various care facilities and thank goodness we picked Cleveland House, it has been a huge change for Mum.
The home itself is second to none professionally managed, safe, clean, warm the private rooms are spacious and the house is set in beautiful surroundings. We cannot praise Cleveland House enough. May we thank the new manager along with her dedicated, friendly staff for all they do to keep our mum safe and well cared for, in March Mum celebrated her 96th birthday we are all looking forward to her next birthday keep up the good work and all stay safe.

Reply from Emily Wilson, Customer Services Adviser at Cleveland House Care Home

Thank you sincerely for sharing your kind and thoughtful feedback, regarding Cleveland House Care Home. We are so pleased to hear you are fulfilled with the care they are providing, to both your Mum and the other residents. Please let us know if there is anything else we can do for you and your family.

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Review from David O (Husband of Resident) published on 31 October 2019
Submitted via Website • Report

Overall Experience

One rarely meets such kind and caring people like those on the staff at Cleveland House. The nurses and carers treated my wife (and myself and daughter as visitors) with the utmost professionalism and compassion. I should like to comment, also, on the high standard of cleanliness of the care home

- and the overall dedication of the staff in general.

Reply from Greta Narbutaityte, Customer Adviser at Cleveland House Care Home

Thank you for your praise. It is always nice to hear from family members feeling like their loved one is cared for and looked after.

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Review from Melvyn S (Son of Resident) published on 16 August 2019
Submitted via Postal Card • Report

Overall Experience

My mother was taken to Cleveland House in December 2015 and remained there until she died peacefully in her sleep in July 2019 at the age of 101.
The staff were very kind and caring and although my mum's sight was poor, they found ways of including her in activities, especially singing which she really

enjoyed.

Reply from Greta Narbutaityte, Customer Adviser at Cleveland House Care Home

We are saddened about your loss, Melvyn. Hopefully you can go away from this feeling like your mother received the best possible care.

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Review from D A (Wife of Resident) published on 5 June 2019
Submitted via Postal Card • Report

Overall Experience

My repeated complaints have not been adhered to. My husband has not had the care he requires. The bell is not always near the patient to ring for assistance. The bell is not answered when rung. Left to feed without attention. Too many complaints to write about.

Reply from Greta Narbutaityte, Customer Adviser at Cleveland House Care Home

Thank you for your feedback. We are concerned to hear this. Could you please contact our Feedback Team by emailing feedback@bupa.com or calling 0113 381 6293 so we could discuss this further?

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Review from Roger D (Son of Resident) published on 3 June 2019
Submitted via Postal Card • Report

Overall Experience

Mum's smile suggested that she was being well looked after and had many moments of contentment, which meant a lot to the family. Dementia is a cruel condition but is a part of life, the care Mum received helped a lot. Thank you to all those involved.

Reply from Greta Narbutaityte, Customer Adviser at Cleveland House Care Home

Thank you for your feedback. We are happy to help your mother and your family through such a difficult time. Thank you for trusting us with her care.

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Review from Steven B (Son of Resident) published on 21 May 2019
Submitted via Postal Card • Report

Overall Experience

Since the first date my mother entered the care home the staff and management provided a level of care that was absolutely amazing. Nothing was too much trouble. Her diet, medication and overall needs were attended to instantly. I would highly recommend this care home facility to anyone. The Manager

and her staff are fantastic. She leads by example. Keep up the excellent work.

Reply from Greta Narbutaityte, Customer Adviser at Cleveland House Care Home

Thank you for your praise. We are delighted to hear that you can feel at ease with your mother in our care. We have a genuine regard for all of our residents, therefore we always appreciate the feedback from family and friends of our residents. Please let us know if there is anything else we can do to make your mothers stay as comfortable as possible.

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Review from Diana P (Daughter of Resident) published on 28 March 2019
Submitted via Postal Card • Report

Overall Experience

The home is always clean and tidy. The staff are friendly and helpful. I help Mum at lunchtime and the food looks very appetising, all home cooked.

Reply from Greta Narbutaityte, Customer Adviser at Cleveland House Care Home

Thank you for taking the time to leave your review. We are very happy to hear you can feel at ease with your mum in our care.

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Review from Kathryn H (Daughter of Resident) published on 27 March 2019
Submitted via Postal Card • Report

Overall Experience

The management team has improved tremendously the running of this care home in recent months.
The activities leader has become very good at communicating with the residents and is continuing to listen to the resident's requirements and coming up with new ideas and trips to entertain them.

Reply from Greta Narbutaityte, Customer Adviser at Cleveland House Care Home

Thank you for your kind words. We have a genuine regard for all of our residents, therefore, we are very glad to hear the residents feel entertained and listened to while under our care.

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Review from Gordon W (Respite Resident) published on 25 February 2019
Submitted via Postal Card • Report

Overall Experience

Very good experience needed respite after having hip replaced.
All staff from top to bottom were really kind and caring, nothing seemed to cause them any problem.
More of them would have been a help as they were very pushed at times.

Reply from Greta Narbutaityte, Customer Adviser at Cleveland House Care Home

Thank you for your review. Your comments are extremely important to us and our residents’ health and wellbeing is our absolute priority. We will discuss your feedback with the home’s manager to help them continually improve their service.

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Review from Iain D (Son of Resident) published on 11 February 2019
Submitted via Postal Card • Report

Overall Experience

Extremely good care, efficient and kind.

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Review from Charles F (Son of Resident) published on 11 January 2019
Submitted via Postal Card • Report

Overall Experience

The room my mother used was pleasantly decorated and clean. All the care workers and nursing staff, as well as management, were pleasant, helpful and respectful.
I was invited to eat and have a hot drink anytime I wanted, at no cost.
Everything was there to make me feel OK about my mother's care whilst

at the home.

Reply from Greta Narbutaityte, Customer Adviser at Cleveland House Care Home

Thank you for your review. Your comments are extremely important to us and our residents’ health and wellbeing is our absolute priority. We will certainly pass on your comments with the home’s manager. The Bupa Customer Care Team

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Review from David F (Son of Resident) published on 10 January 2019
Submitted via Postal Card • Report

Overall Experience

My mother was admitted to Cleveland House in the final stages of bowel cancer. The care she received couldn't be faulted. Right through from the cleaners, who maintained the home in a spotless condition without unduly disturbing the residents, to the care staff and managers who looked after her with

the ultimate care and respect. Nothing was too much for them both day and night.

Reply from Greta Narbutaityte, Customer Adviser at Cleveland House Care Home

Thank you for your review. Your comments are extremely important to us and our residents’ health and wellbeing is our absolute priority and we will share your comments with the home’s manager. The Bupa Customer Care Team

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Review from David M (Son of Resident) published on 29 October 2018
Submitted via Postal Card • Report

Overall Experience

As mum always says when I visit, "I am so happy here".
Mum has been at Cleveland House since April 2017. Her needs are fully met by the wonderful staff there. Mum has Huntington's.
Specifically, I would like to mention a senior nurse who sat in on a recent review - her knowledge of mum's condition

was very impressive and know how mum needs to be treated.

Reply from Josephine Gaupholm, Customer Adviser at Cleveland House Care Home

Thank you for your review of Cleveland House Care Home. We are pleased to hear about your positive experience at the home and appreciate your comments regarding the senior nurse and how happy your mum is there. We will share your comments with the home's manager. The Bupa Customer Care Team

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Review from Dave A (Son of Resident) published on 25 October 2018
Submitted via Postal Card • Report

Overall Experience

Reassured confident in the care provided.
Excellent staff, competent, caring.
This being my first experience of respite in a care home. Totally satisfied.

Reply from Josephine Gaupholm, Customer Adviser at Cleveland House Care Home

Thank you for your review of Cleveland House Care Home. We are pleased to hear that you have had a positive experience with the home and appreciate your comments regarding feeling confident in the care provided. We will share your comments with the home's manager.

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Review from Helen B (Daughter of Resident) published on 21 September 2018
Submitted via Website • Report

Overall Experience

Our mum came to Cleveland House in July 2018 after being diagnosed with terminal brain cancer. The move to this environment was a challenging one for both mum and the family. The staff have been absolutely amazing in their care, management and understanding of both the needs of mum and those of her

family. Her condition has deteriorated quite rapidly since she was admitted but the changes have been managed incredibly well by the team. I say, team, because that is how they function, from the maintenance chappie to the lovely lady who chases around looking for unlabelled clothes, the kitchen staff, the nurses, the care team and of course the manager and her team, they all have one thing in common, they care!

I have been most pleasantly surprised by this experience, not one many of us want to have, watching a loved one slip away. But, I do know that when the time comes to say goodbye, this team will have become family and will feel the loss of our mum as deeply as us.

Thank you.

Reply from Josephine Gaupholm, Customer Adviser at Cleveland House Care Home

Thank you for your review of Cleveland House Care Home. We are happy to hear that you have had a positive experience at the home and appreciate your comments regarding how much the team truly cares about your mum and your family. We will share your comments with the home's manager. The Bupa Customer Care Team

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Review from Sally T (Daughter of Resident) published on 16 August 2018
Submitted via Website • Report

Overall Experience

My Dad has only been at Cleveland House for a month and has complex care needs but the home has responded positively, demonstrating both patience and care in the way they support and look after him. Coming to terms with the fact that Dad's health was never going to improve well enough for him to return

to his own home was and is very difficult. It was important to find somewhere that felt like home. Cleveland House feels less clinical and more homely but the care provided is professional and of a high standard. The manager spent time with us when we were looking around the home and offered appropriate support and guidance when we asked questions. The staff have a very positive approach to the residents and create a happy environment. Dad is eating well and is more active; I am confident that this is the right place for him to be.

Reply from Josephine Gaupholm, Customer Adviser at Cleveland House Care Home

Thank you for your review Cleveland House Care Home. We are pleased to hear that you and your father have had a positive experience at the home and appreciate your comments regarding the support and positivity from the staff. We will share your comments with the home's manager. The Bupa Customer Care Team

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Review from Linda H (Niece of Resident) published on 24 July 2018
Submitted via Postal Card • Report

Overall Experience

After my Aunt being in Cleveland House for almost 3 years, I must say it is the best it has been, especially with the new manageress.
She's always there to be seen and any queries are dealt with promptly.
I only hope this carries on as the home progresses.

Reply from Gabriella Mills, Customer Adviser at Cleveland House Care Home

Thank you for your review of Cleveland House Care Home, we are pleased to hear that your aunt is being well cared for at our home. We appreciate your comments on the new management and will share your feedback with them. The Bupa Customer Care Team.

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Cleveland House Care Home

Care Provided by Cleveland House Care Home

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Funding & Fees Guide for Cleveland House Care Home

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