Review from Catherine A (Daughter of Resident) published on 7 July 2020
Submitted via Postal Card • Report

Overall Experience

Mum moved into Wiltshire Heights Care Home on the first day of the COVID lockdown and it hasn't been an easy transition for her. The staff have done their utmost to help her settle in difficult circumstances and keep me informed along the way. I can't comment on activities or care as I haven't been

in and the activities haven't happened during COVID.

I know the home is good but haven't been there enough to put 'Excellent'.

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Review from P B (Resident) published on 9 June 2020
Submitted via Postal Card • Report

Overall Experience

I have no previous experience of care homes so this opinion is based on three months living at the home. My only criticism concerned on my arrival I found I needed to ask for everything I required.

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Review from J T (Son of Resident) published on 31 October 2019
Submitted via Postal Card • Report

Overall Experience

Mum was only with the care home for 4 weeks. Her care was perfect - attention to her wellbeing and comfort all we could ask for.

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Review from S K (Daughter of Resident) published on 30 October 2019
Submitted via Website • Report

Overall Experience

Wiltshire Heights is a pleasant care home and the staff are caring and do their best under sometimes challenging circumstances. This being said please be aware if your relative's dementia progresses they may be asked to leave and this was highly distressing in our particular experience.

Reply from Libby Miles, Client Services Manager at Wiltshire Heights Care Home

Thank you for your kind comments about the Home and the staff. Prior to admission to our home, we are always completely transparent with prospective residents and their representatives, that whilst many people can remain in our care throughout their dementia journey, that there are occasions, albeit rare, where this may not always be the case. In these rare instances, we are in constant discussion with the supporting person or persons highlighting any concerns as soon as they arise, conducting resident care reviews, engaging a multi-disciplinary approach with external healthcare partners and experts, all in the hope of finding a solution for the Resident to remain in our care. It is with great reluctance where these efforts fail, that we are left with no alternative but to support the family to find the right environment where the changing needs of their loved one can continue to be met.

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Review from B B (Son of Resident) published on 14 August 2019
Submitted via Postal Card • Report

Overall Experience

Simply, it is nigh on impossible to find any shortcoming and hence suggest any area where improvement is required.

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Review from N A (Daughter of Resident) published on 4 July 2019
Submitted via Postal Card • Report

Overall Experience

Could there be more classical music played instead of the usual pop music?
My father and I are sure other residents would appreciate more variety.
Could there be more outside visits, including music concerts etc which would stimulate my father's memory?

Reply from Libby Miles, Client Services Manager at Wiltshire Heights Care Home

Thank you for your review. We note your comments with regards to music in the home. We play a variety of music within the home to reflect the different musical tastes of our residents and this is monitored by the senior team within the home. We offer many opportunities to connect with classical music in the home through visiting performers and externally through trips to the Wiltshire Music Centre which we have done three times so far this year. This is offered to all residents and we try and facilitate as many of those who wish to go to attend, hiring extra transport where needed. We also have been running this year “music appreciation” sessions where residents have an opportunity to listen to their favourite classical pieces either on a 1-1 basis or in a group. Lastly, we have created the “music room” on Poppy where residents are free to go either independently, with their families or carers to listen to any music they wish or even use some of the instruments in the room. Please ask to speak to a member of the Leisure and Wellness team who will be able to feed back to you about your loved ones' specific interaction with our musical activities.

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Review from Paul R (Son of Resident) published on 28 June 2019
Submitted via Postal Card • Report

Overall Experience

Absolutely wonderful.

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Review from Sarah- Jayne C (Daughter of Resident) published on 15 May 2019
Submitted via Postal Card • Report

Overall Experience

I received the most wonderful, kind, respectful treatment of myself and my relative. Nothing was too much trouble and the care my relative was given was so mindful of his well being, dignity and pride. I will never be able to thank the nursing and care staff, as well as the manager and deputy manager

for everything they did.

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Review from T W (Son of Resident) published on 12 April 2019
Submitted via Postal Card • Report

Overall Experience

Very friendly and welcoming care home but not cheap!

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Review from Vivienne M (Daughter of Resident) published on 28 February 2019
Submitted via Website • Report

Overall Experience

Clean and warm, accommodation is good.
Food looks OK but doesn't always taste great - biscuits and Quavers for an evening meal (for my mother) on one occasion - not good! Juice with mould reported - resolved.
Issues with clothing getting muddled up and shrunk - the former was resolved.
Frustrations

around giving probiotics approved by GP - now resolved.
At reviews staff tend to be defensive/patronising - had to be assertive.
Faecal matter on duvet cover and bed not made properly - resolved.
Reported incident relating to personal handling - all correct procedures followed, fully informed.
Offers a reasonable standard of care, but pro-active care is lacking.
Lack of suitable activities, limited interaction between carers and residents other than while offering practical care - limited stimulus.
A regular team offering familiarity and consistency - some are exceptionally kind and patient.
The manager is approachable and responsive.

Reply from Sharon Adams, Home Manager at Wiltshire Heights Care Home

Thank you for taking time to share your experience. In care homes, it is difficult to always get things right first time, and I appreciate your acknowledgement of our resolution of the minor issues you have raised with us. We take a great deal of pride in being a responsive provider and as you already know, I operate an open door policy to allow such feedback and resolution to take place without delay.
Our evening meal at Wiltshire Heights is a lighter option as residents are offered a three course lunch and afternoon snacks so therefore may not be hungry at supper time. We do have a comprehensive snack menu, sandwiches, fruit, etc. available 24 hours a day. Residents choose themselves what they wish to eat and we oblige those requests and document them accordingly.
I am sorry that you feel that we are not offering stimulating activities. This is unusual given our 100% approval rating by residents and relatives received via our feedback questionnaires. Whilst I cannot discuss your mothers' individual needs and abilities within this forum, I would welcome a conversation with our Leisure and Wellness team, supported by myself to talk through your expectations in this regard. I note that your relatives' view on our activity provision differs to your own so it may be useful for all to be present at such a meeting.
As always, do not hesitate to let me know if there is anything we can help with.

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Review from Anne C (Daughter of Resident) published on 25 February 2019
Submitted via Postal Card • Report

Overall Experience

Care always good, staff helpful, manager available, father happy.
My father moved here from another home where he had been very unsettled and difficult. He calmed down once at Wiltshire Heights and had 22 months enjoying his final days. The end of life care was excellent.

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Review from Anne C (Cousin of Resident) published on 8 February 2019
Submitted via Postal Card • Report

Overall Experience

My relative resident in Wiltshire Heights is more than satisfied and at Christmas time was telling me so. The whole building is pleasant to visit and always so clean and cared for. The staff I have encountered are always helpful and polite. I have been told the food is good but I have not experienced

a meal at the home myself. I would certainly recommend the home to anyone who could afford to stay there.

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Review from Stephen M (Son of Resident) published on 30 January 2019
Submitted via Postal Card • Report

Overall Experience

The friendly and professional attitude of the staff and the salubrious environment encountered when visiting Wiltshire Heights Care Home instil a justifiably high degree of confidence in their approach to the care of the residents. My mother has been there for nearly 10 months now and we have been very

happy with her care which can be challenging due to her cognitive impairment. The staff and management are extremely patient and helpful and deal with any queries or worries we have promptly and with enthusiastic concern. The rooms and communal areas are clean and attractive and there is a pretty garden for the residents' use. Activities are provided daily and the food provision is of a high standard although a little bland (to my taste). The premises are secure and well maintained inside and out but the reception of visitors is friendly and informal. The only quibble is that it is pretty expensive but with the quality, consistency and number of dedicated staff that is what you should expect.

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Review from Katrina E (Daughter of Resident) published on 25 January 2019
Submitted via Postal Card • Report

Overall Experience

My father was transferred to Wiltshire Heights Care Home from his local hospital where he was bed bound, confused unaware of who we were or where he was and not able most days to eat or drink. In a short space of time since arriving at Wiltshire Heights, he is now sat in a recliner, standing using

a zimmer frame, aware of who we are and at times lucid. He can now feed himself and hold a cup of tea. He is happy, comfortable and improving on a daily basis.

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Review from N H (Son of Resident) published on 25 January 2019
Submitted via Postal Card • Report

Overall Experience

Wiltshire Heights in Bradford-on-Avon is all that one can wish for to see one on one's way, in good company, nice people to care for you and in an environment like a 5-star hotel or a nice club.
It is a place to raise the spirits of both residents and their guests.

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Review from A C (Son of Resident) published on 24 January 2019
Submitted via Website • Report

Overall Experience

Wiltshire Heights exceeds our high expectations for my mum in care, they cover all the aspects of her care requirments, as she is registered blind. All the staff and management are approachable and friendly and always willing to give advice. The food is excellent and the chef is always willing to share

ideas. There are various activities including regular minibus trips to the supermarket and places of interest. The rooms are comfortable and have en-suite facilities. We could not have chosen a better home for mum. Mum has been there 14 months, and my father was living there a year before that until he died in 2017.

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Review from Monica L (Resident) assisted by family/friend published on 14 December 2018
Submitted via Postal Card • Report

Overall Experience

I feel really lucky to have found Wiltshire Heights Care Home. The staff are exceptional, the activities and outings are varied, interesting and stimulating and the food is very good. I dreaded having to move to residential care but I have settled in very happily and I am extremely well looked after.

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Review from P W (Wife of Resident) published on 19 November 2018
Submitted via Postal Card • Report

Overall Experience

All the staff friendly and helpful. Some improvement in my husband in just a few days at Wiltshire Heights.

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Review from Belinda A (Daughter of Resident) published on 8 October 2018
Submitted via Website • Report

Overall Experience

I would highly recommend Wiltshire Heights Care Home. My father was very well cared for during his recent stay at this home. All the staff were highly professional and treated him with great kindness, dignity and respect. He was terminally ill and the staff ensured that he had the calm, safe and peaceful

environment that he needed during the final stage of his life. I know how much he liked being there and we both felt how lucky we were to have found this home. I will always be grateful to them for the way in which they cared for him.

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Review from Peter S (Son of Resident) published on 3 October 2018
Submitted via Website • Report

Overall Experience

I am very impressed with the level of care provided and the professional manner in which the home is run. The carers and all the staff are enthusiastic. I visit my mother at the home nearly every day and I have never seen any member of staff act disrespectfully or without care. The care home building

has been carefully designed to encourage residents to eat together and has lots of communal space and activities. There is access to an open-air balcony, sheltered from the wind or the garden from all floors which has been wonderful for sitting and chatting. When it became inevitable that my mother would have to move to a care home, I investigated the care homes in the area and was shown around five of them. I found Wiltshire Heights was the best choice and I have not had any reason to change my mind.

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Wiltshire Heights Care Home

Care Provided by Wiltshire Heights Care Home

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Funding & Fees Guide for Wiltshire Heights Care Home

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