Primrose House Care Home

2 Crowhall Lane, Felling, Gateshead NE10 9PU
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9.5 36 Reviews
  • Primrose House Care Home, Gateshead
Situated in Felling, Gateshead, Primrose House Care Home offers residential and nursing care for up to 65 adults.

With an experienced and compassionate team, residents receive personalised care designed around their individual needs and requirements. The team strive to create a positive and welcoming environment, aiming to ease residents and their loved ones into life at the home.

Inside Primrose House there are well presented bedrooms and spacious living and dining areas. Outside there is a garden space for residents to enjoy as well as ample parking for visitors.

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Care Provided by Primrose House Care Home

  • Primary Care Categories
  • Dementia
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Younger Adults
  • Care Types Provided
  • Dementia Nursing Care
  • Dementia Residential Care
  • Nursing Care
  • Residential Care
  • For a maximum of 65 Service Users
  • Privately Owned
  • Care Offered
  • Alzheimer's
  • Challenging Behaviour/Psychosis
  • Parkinson's Disease
  • Stroke
  • Other Care Provided
  • Convalescent Care
  • Own GP if required
  • Palliative Care
  • Separate Specialist Dementia Care Unit

Good to Know

  • Person in charge
  • Katie Cummin (Home Manager)
  • Admission Criteria
    • Ages 18+
  • Room Information
    • Single Rooms (65)
    • Couples/Companion Rooms (0)
    • Single Rooms with ensuite Wet Room (4)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Last Refurbishment: 2017

Funding & Fees Guide for Primrose House Care Home

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • NHS Continuing Healthcare (CHC) Funding
  • Weekly Charges per Person
    • Self-Funded Residential Care from £746
    • Self-Funded Residential Dementia Care from £768
    • Self-Funded Nursing Care from £997
    • Self-Funded Nursing Dementia Care from £1,018
  • (these prices are only a guideline, please contact Primrose House Care Home to find out the exact price for your requirements)

Facilities

  • Close to Local shops
  • Gardens
  • Lift
  • Minibus or other transport
  • Near Public Transport
  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Phone Point in own room
  • Residents Internet Access
  • Residents Kitchenette
  • Smoking not permitted
  • Television point in own room
  • Wheelchair Access
  • Parking

  • Ample parking front and back


Primrose House Care Home Reviews (36)

Total of 36, showing 1-20
9.5

Primrose House Care Home has a Review Score of 9.5 (9.503) out of 10, based on 13 reviews in the last 2 years. Over all time Primrose House Care Home has 36 reviews.

Overall Experience

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  • 9
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Date Published

36
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23

Review from T P (Granddaughter of Resident) published on 7 March 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

There is always a good atmosphere on my grandad's floor. The staff are always welcoming and great with my grandad. Grandad always looks clean and happy when I visit him which means a lot to me, the past few years have been hard when it comes down to my grandad's diagnosis but with the staff here looking
after him, I can now relax and sleep at night. Thank you to all the staff who are looking after him.

Reply from Bernadette Cromwell, Head of Marketing at Primrose House Care Home

Thank you so much for your kind words. We're truly honored to care for your grandad and are so glad to hear that he's happy, well looked after, and comfortable. It means the world to us to know that our team's efforts bring you peace of mind. We'll continue to provide the best care possible, and we're grateful for your trust in us.


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Review from Barbara T (Resident) published on 7 February 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Excellent! The staff are excellent, they take care of all of my needs. They are very friendly and helpful and I am glad I live here.
All of the facilities are good. I enjoy being in the lounge and mixing with other residents. The home frequently bring in singers and I like to see the therapy dog each
week.

Reply from Bernadette Cromwell, Head of Marketing at Primrose House Care Home

Thank you for your wonderful feedback! Your kind words mean a lot to us!


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Review from Gaynor K (Daughter of Resident) published on 7 February 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Lovely staff. Really happy that Dad is being cared for well. He's also happy with the food, so we have no complaints at all with his treatment.

Reply from Bernadette Cromwell, Head of Marketing at Primrose House Care Home

Thank you for your wonderful feedback! Your kind words mean a lot to us!


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Review from Steven F (Friend of Resident) published on 3 February 2025
Submitted via Website • Report

Overall Experience  Overall Experience 3.0 out of 5

My friend moved into Primrose House 13 months ago and has settled in ok. The staff have been great with him, but they do seem to have a regular turnover of staff (carers), which is hard for my friend to understand and get used to. The home itself is showing signs of age, the lift broke down and was
out of order for 3/4 weeks, he needs a wheelchair so was stuck on the third floor and couldn't get out, there were issues with the toilet/shower door which rendered the toilet/shower unusable for a number of days. His room does have great views and is kept clean, he spends all of his time in his room, as he is not very sociable, and the staff check on him regularly and keep him topped up with tea or coffee with biscuits. My friend does have issues at meal times, mainly due to his dental issues, and often sends his food back. Maybe diet requirements could be looked into.

Reply from Bernadette Cromwell, Head of Marketing at Primrose House Care Home

Thank you for your feedback. We're glad to hear that your friend has settled in and that the staff have been great with him. We apologise for the issues with the lift and the toilet/shower, and we'll take steps to address them. We'll also look into his dietary needs to ensure he's comfortable at mealtimes. Thank you for bringing these concerns to our attention.


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Review from Julia L (Daughter of Resident) published on 31 January 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The staff have been brilliant in looking after Mum and giving her the support she needs. All the staff are friendly and caring.

Reply from Bernadette Cromwell, Head of Marketing at Primrose House Care Home

Thank you for your lovely feedback. We're so pleased to hear that Mum is receiving the care and support she needs. Our team is dedicated to providing a friendly, caring environment, and we truly appreciate your trust in us.


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Review from K O (Daughter of Resident) published on 31 January 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

We are happy with this place. My dad, even though he speaks a different language, is happy with his stay here.

Reply from Bernadette Cromwell, Head of Marketing at Primrose House Care Home

Thank you for your kind feedback. We're so glad to hear that your father is happy, and we're proud to provide a welcoming environment for all our residents, no matter their language or background!


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Review from Susan L (Daughter of Resident) published on 7 November 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My dad moved into Primrose House in early August this year, when we could no longer care for him at home.
He was poorly and because of his condition exhibited some challenging behaviour.
The manager and deputy manager were welcoming and skilled at dealing with Dad and putting us all at ease.
Dad
soon entered end-of-life Care at Primrose.
The manager and deputy manager and their teams of carers and nursing staff were amazing. They all provided Dad with cheerful, professional and dignified care during his last few weeks.
My son and I did shifts of sitting with my dad during his final days and we are forever grateful for the support we received from all the staff. Nothing was too much trouble.
This was a very stressful and difficult time for us all as a family but we feel lucky to have found Primrose House. Dad was looked after very well there in his final few weeks.

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Review from P W (Wife of Resident) published on 3 October 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

It was the first time my husband had been in respite care. I was most concerned about his welfare/well-being and acceptance of his situation. On my unannounced initial enquiry visit, I was met by staff who were passionate about their work and were freely shown around the home without having any prior
invitation. My fears were unfounded, he was well looked after in all aspects of care and even left his visitor on their own to go and sit with his 'new friend'. The staff were compassionate, polite and friendly, knowing everybody by name. He has joined in the activities provided and the home was clean, bright and welcoming. 100% recommended.

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Review from Julie F (Daughter of Resident) published on 23 June 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mam has just had another birthday in this home and the staff were amazing helping her celebrate it. New manager has made improvements within this home from employing extra carers and cleaners who are hard-working and friendly to a new activity lady who absolutely brilliant she is very caring and
friendly and always has the residents smiling. She has a great variety of activities going on. My mam's carer we couldnt ask more of her she goes the extra mile nothing is to much trouble and is very professional regarding worries I have about my mam's health. Senior members of staff are a credit to Primrose House.

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Review from Felix O (Husband of Resident) published on 16 June 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My wife is on Rose Unit. She is very happy and well looked after.
The staff know myself and her well.

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Review from Elaine D (Niece of Resident) published on 12 June 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I visited my auntie for her 85th Birthday, she has dementia and I just want to say the staff on floor 3 was amazing. They new exactly how to care for her needs. The transition from her leaving her bungalow has been difficult at times but I'm happy to say the professionalism of the staff has been amazing
and helped her settle into Primrose House. The house itself was lovely it smelt fresh and clean and all the staff were pleasant and helpful. I worked in care for 34 years before my retirement, also been a manager of a residential home, so I know a good home when I see one - I even spoke to the manager and staff who set time aside to speak with me regarding my auntie. I would most definitely recommend this home for people looking to settle their relatives into a home. Thank you to my auntie's key worker and staff of Primrose House Care Home.

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Review from Pauline H (Sister of Resident) published on 12 June 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Since my sister moved to Primrose House 2 years ago, she has really thrived. She is very happy there - and I can't thank enough the many staff (not just the carers) who take the time to chat to her, get to know her, make her laugh and treat her with such kindness and respect. She always has a smile
on her face and I have never seen her unhappy on any of my visits. I particularly want to thank staff on the 3rd floor - who have gone above and beyond what anybody could expect - with countless acts of kindness.
My only real concern was the lack of activities at the home. This has improved dramatically since the new staff's arrival. She is always thinking up fun activities and entertainment that my sister has really enjoyed.

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Review from Karen M (Daughter of Resident) published on 2 May 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My father has flourished during his first eighteen months at Primrose House Care Home due to the excellent support and care that he has received. As his illness progresses, the team continue to plan and react to his new needs. The staff have been fantastic in all aspects of his care, keeping the family
informed and supported along the way.

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

Overall Experience  Overall Experience 5.0 out of 5

My mam lived at Primrose for seven years, during which they helped her through the worst of her Alzheimer's, several strokes, and other aspects of ageing, covid and finally palliative care. My mam was treated with respect and dignity by both the Alzheimer's care and nursing floor staff. I always felt
that Mam was liked by the staff, some of whom knew my mam before she needed care and this showed when visiting her. The fact that the manager and staff were so eager to have her back from hospital for palliative care spoke volumes. The sadness shown and support given upon my mam's passing are a testament to the care given when she was alive.

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Review from A L (Niece of Resident) published on 16 March 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I can only praise everyone involved in caring of my aunt. Patience and compassion was shown even when my aunt was difficult to care for. I spent quite a few hours in the home and was impressed with how clean it was and the thanks given to staff by their manager. If anyone thinking of sending relatives
to this home I would highly recommend they spend some time there, get to know the staff. You find out much more about the home and how hard all the staff work than visiting for an hour at a time. I am so thankful for the care and support given to me and my aunt in recent times.

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Review from D W (Friend of Resident) published on 21 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I visit a friend, she is very happy. She loves the staff and they are very good with her. I always feel at home when I visit her. I find the staff lovely too.

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Review from John H (Nephew of Resident) published on 18 October 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I am so grateful to all of the staff for the kind and compassionate care they have given to my aunty over the last 15 months - they have given her a whole new lease of life. She has thrived since she came into Primrose House - and the way her face lights up when members of staff come into her room says
everything about the quality of care they provide. The management and senior staff are very responsive to any issues raised and I can't thank them enough for the efforts they have made to help me stay in touch via video calls. Thank you.

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Review from Dorothy B (Sister of Resident) published on 11 August 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot thank the staff on Bluebell ward enough for the care they give to my brother. They are the most caring people you could wish for to look after a member of your family.
They always have my brothers interests at heart. They go the extra mile to ensure he is safe and happy.
You can tell that
they genuinely care and that makes all the difference.
Professional, welcoming, and a very homely feel when you go on to Bluebell floor.

Reply from Sandra Carr, Operations Director at Primrose House Care Home

Many thanks for taking time to send such lovely comments. It is good to hear positive news about our care homes - regards Sandra


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Review from J S (Daughter of Resident) published on 9 May 2022
Submitted via Website • Report

Overall Experience  Overall Experience 2.0 out of 5

I am sick and tired of asking for my Mam's nightwear to be returned. I can appreciate that one or two of them had no name on them so not so easy to identify them. But they have been missing now for 8 - 10 weeks at least now. Instead of her wearing a nightie for bed she is often in a day top with no
bottoms on. Many items are often found in her drawers which don't belong to her. A new throw which I bought her has also now gone missing. It's a waste of time trying to get things done in here. If they are not listening about these things then goodness knows what issues other people are having. The nurses are really good here though and most of the carers.

Reply from Sandra Carr, Operations Director at Primrose House Care Home

I am sorry that you are having issues with the laundry and we appreciate your patience in this matter. We have a new temporary manager in post and I have forwarded your concerns onto him and he will be in touch with you to discuss further. We appreciate all feedback and assure you that we take all concerns seriously and will address the issues raised.


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Review from S C (Sister of Resident) published on 10 March 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The home is well maintained, the staff are caring and respond quickly to any issues. The quality of care is excellent.

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Current Review Score: 9.5 (9.503)

Overview of Review Score

The Review Score of 9.5 (9.503) out of 10 for Primrose House Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.6 out of 5 from 13 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.9 out of 5 from 12 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.580 for Primrose House Care Home is calculated as follows: ( (98 Excellents x 5) + (44 Goods x 4) + (5 Satisfactorys x 3) + (3 Poors x 2) ) ÷ 150 Ratings = 4.58

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 4.923 Points relating to the number of positive Reviews for Primrose House Care Home is based on 12 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4

    • ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 65 registered maximum number of service users is 13. 12 Positive Reviews ÷ 13 = 0.923

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Performance

Care Quality Commission (CQC) Rating

Date: 19 Dec 2023

Overall
Requires improvement

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Requires improvement

  • Well-led

    Requires improvement

Care Quality Commission is responsible for the registration and inspection of social care services in England.

View Latest Report

Bed Vacancies

Please Contact Us for Latest Vacancies

Awards / Recognitions (0)

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Meet the Team (1)

No image found

Kirsty Coates

Job Title: Registered Manager

Joined: 2024

Our Home Manager is dedicated to providing the highest standards of care at Kara Healthcare. With years of experience in the care sector, they bring a compassionate and professional approach to managing the home, ensuring a warm and supportive environment for both residents and staff. Passionate about personalised care, they are committed to making a positive difference in the lives of our residents.


Frequently Asked Questions about Primrose House Care Home

What types of Care is Primrose House Care Home registered for?

Older Person Care, Dementia, Respite Care, Physical Disability, Sensory Impairment & Younger Adults are the registered (by the Care Quality Commission) categories of Care.

What additional types of Care does Primrose House Care Home provide?

Palliative Care, Convalescent Care, Separate Specialist Dementia Care Unit & Own GP if required are other types of care provided.

How many Rooms does Primrose House Care Home have?

There are 65 Single Rooms.

What are the Facilities & Services at Primrose House Care Home?

Own Furniture if required, Pet Friendly (or by arrangement), Smoking not permitted, Close to Local shops, Near Public Transport, Minibus or other transport, Lift, Wheelchair Access, Gardens, Residents Kitchenette, Phone Point in own room, Television point in own room & Residents Internet Access are some of the Facilities & Services.

How far is Primrose House Care Home to the centre of Gateshead?

1.6 mile(s) as the crow flies, distance by road may be significantly further.