Water Mill House Care Home

Rose Lane (Off Red Lion Lane), Hemel Hempstead HP3 9BP
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9.7 95 Reviews
  • Water Mill House Care Home, Hemel Hempstead
Water Mill House Care Home provides expert care to adults (18+) with a range of support needs including rehab following a stroke or amputation, paralysis, Muscular Dystrophy, Multiple Sclerosis and Parkinson’s. The dedicated team also delivers residential, nursing and dementia care with love and kindness whilst holding platinum accreditation under the Gold Standards Framework for compassionate end-of-life care.

Residents are supported to try new activities and rediscover former hobbies. From music and movement sessions, reminiscence projects, to brain gym, and make a wish initiative, there is truly something for everyone. As well as frequent excursions to local places of interest on the minibus and visits from entertainers, schoolchildren and the ‘Newt Brigade’, the home’s preschool group.

Water Mill House is a stimulating environment that promotes independence. Set over three floors, the spacious home with state-of-the-art gym, equipped with cardio machines, resistance equipment and stretching aids, ensures a comprehensive approach to rehabilitation, enabling community clinicians, physiotherapists and the home’s care team to work in partnership. Together they create and review personalised care plans that maximise each resident's rehabilitation potential, promoting their physical recovery, improving mobility, and enhancing communication skills.

Families are an integral part of life at the home, which boasts beautiful en-suite bedrooms, a bustling bistro, sunny rooftop terrace and on-site library, cinema, spa and hair salon. All surrounded by tranquil landscaped gardens with scenic views of the Hertfordshire countryside.

The team receives comprehensive training and professional development to deliver the high standards of holistic care residents and families deserve. In November 2023, it was a finalist in the Dignity in Care category at the East of England Great British Care Awards 2023.

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Care Provided by Water Mill House Care Home

  • Primary Care Categories
  • Dementia
  • Learning Disability
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Care Types Provided
  • Dementia Nursing Care
  • Dementia Residential Care
  • Nursing Care
  • Residential Care
  • For a maximum of 70 Service Users
  • Privately Owned
  • Care Offered
  • AIDS/HIV
  • Alzheimer's
  • Autism/ASD
  • Bariatric Care/Obesity
  • Cancer Care
  • Cerebral Palsy
  • Colitis & Crohn's Disease
  • COPD/Pulmonary Disease
  • Epilepsy
  • Hearing Impairment
  • Huntington's Disease
  • Korsakoff Syndrome
  • Motor Neurone Disease
  • Multiple Sclerosis
  • Muscular Dystrophy
  • Orthopaedic
  • Parkinson's Disease
  • Speech Impairment
  • Stroke
  • Visual Impairment
  • Other Care Provided
  • Convalescent Care
  • Day Care
  • End of Life Care
  • Own GP if required
  • Palliative Care
  • Physiotherapy

Good to Know

  • Person in charge
  • Victoria Forsythe (Manager)
  • Admission Criteria
    • Ages 65+
  • Room Information
    • Single Rooms (70)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Number of floors: 3

Funding & Fees Guide for Water Mill House Care Home

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • NHS Continuing Healthcare (CHC) Funding

Facilities

  • Bar/Café
  • 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
  • Television point in own room
  • Wheelchair Access

Water Mill House Care Home Reviews (95)

Total of 95, showing 41-60
9.7

Water Mill House Care Home has a Review Score of 9.7 (9.728) out of 10, based on 31 reviews in the last 2 years. Over all time Water Mill House Care Home has 95 reviews.

Overall Experience

  • 76
  • 15
  • 2
  • 0
  • 2

Date Published

95
13
22
31
64

Review from Michael A (Husband of Resident) published on 3 October 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My dear wife who suffered from vascular dementia entered the home for a two-week respite period. Sadly, the dementia was too rapidly progressed and she passed away just prior to her return home date. Her time spent there was really enjoyable and a comfort to her family that the care and compassion she
received were excellent. Prior to my wife's passing, immediate family members spent the last few days and nights with her and once again the support, care and attentiveness to the needs of the family excelled. On reflection, it's a pity my wife did not enter the home at an earlier date and enjoy the full facilities on offer. My family have no hesitation in recommending such a lovely home.

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Review from Amy H (Granddaughter of Resident) published on 29 September 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My grandmother had respite care at Water Mill house. She was like a different person by the end of her stay. She had her hair done, went out for lunch, nails done and socialised more than she had in the last year at home. We definitely recommend Water Mill House Care Home. The staff are wonderful, so
caring and accommodating.

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Review from Sara B (Daughter of Resident) published on 22 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been a resident at Water Mill House Care Home for 5 years. I submitted a review later that year thanking the staff for looking after her so well. 5 years later I can only repeat my initial thoughts but with even more admiration about how the residents were cared for during the pandemic.
My mother has dementia but says she feels safe and happy. She says the staff are very kind and nothing is too much trouble. I am kept informed of any issues with my mother's health and as a retired nurse have every confidence that she is being looked after. I visit at different times of the day and find the same friendly welcome from everybody who is working in the home. Water Mill House Care Home is very well run, has a wonderful, caring staff and is beautifully maintained with excellent facilities and activities for the residents. My family and I would like to say thank you!

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Review from Jeremy B (Son-in-law of Resident) published on 22 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Water Mill House has an outstanding team of staff. Everyone, including the carers, cooks, handyman, coffee shop staff, receptionist and the manager has a genuine caring attitude and seems to know each of the residents individually and what they like.
The facilities are also excellent, with a coffee
shop, cinema room, outdoor areas and gardens and good parking for visitors.
Choosing a care home for a relative is a difficult decision and one that is so important to get right. We are very pleased with our choice.

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Review from Ray W (Son of Resident) published on 22 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We chose Water Mill House for my mum as the main area downstairs is for assisted living. This has allowed her independence and ability to have a small garden outside and still be safe and well cared for.
After her initial settling-in period (at the end of the pandemic which made things tough), Mum
has found her place and has made friends too. She loves her small garden and the larger area outside she can walk in. She takes part in most activities too.
The staff are caring and communicate well with us generally. They know us now and we are always made to feel welcome. The care quality is good and staff seem to be genuinely interested in the residents and making them feel included.
I feel our choice of home for Mum has been a positive one.

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Review from Natalie D (Daughter of Resident) published on 22 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Staff or receptionists are always happy and willing to help and give advice when necessary.
The medical team that I have had dealings with have always been accommodating and very caring towards my father.
Whenever I call to receive an update, the staff are very willing to speak to me and take the
time to explain my father’s treatment and care requirements.

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Review from M P (Friend of Resident) published on 20 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My friend has no major complaints at present but I have noticed a few areas on which I would like to comment.
Staff in the main they are great, friendly, caring, gentle and mostly very good at their job, however, I have noticed that maybe some of them need a bit more training. I took a couple of items
in to make my friend more comfortable - a V pillow to prevent him from sliding across the bed but it’s unused as none of the carers knew which way up it should go. Also, a non-slip place mat as I’d watched him chase a pudding bowl around his table but apparently it doesn’t work? Both of these are Occupational Therapist recommended and I’ve seen them used, in the home environment, successfully by carers.
Also, I’ve noticed that the help buttons can go unanswered for a long time - not good if help is needed quickly!
I understand that you are now fully staffed and not relying on agency people. Consistency of Carers is very important!
Food - the jelly is lacking flavour!

Reply from Victoria Forsythe, Home Manager at Water Mill House Care Home

Thank you for taking the time to leave a review. We were so saddened to read your thoughts and would urge you to come and speak to us about how you feel. We have ensured that our staffing levels are maintained to meet the complex needs of our residents and are pleased to have welcomed some new permanent team members recently. All new team members complete thorough training and we are now embedding best practices with them. Please be assured we remain committed to ensuring quality care is provided to our treasured residents at all times and we, as a team, continue to do all we can to ensure our residents remain happy, engaged, and fully supported.


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Review from J D (Daughter of Resident) published on 20 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 3.0 out of 5

Looking after someone else's loved one, who has complex health issues, is a challenge for most people, but the carers here take their role with pride, care and concern, especially with the challenges of Covid. Now that visiting our loved one is easier to do, a more coordinated approach from management
to the families is now required to make it easier for carers/nurses to support their residents better.

Reply from Victoria Forsythe, Home Manager at Water Mill House Care Home

Thank you for taking the time to leave a review. I’ll pass on your lovely comments about our team, we’re very proud of them. As I’m sure you can understand, at times the official guidance was changing almost daily, and our focus had to be on effectively interpreting each new set of guidelines to keep everyone as safe as possible. Our aim was to always keep everyone fully updated so I’m sorry if you don’t feel that we always achieved this. Please be assured we remain committed to ensuring everyone works together as a team so our residents are always fully supported.


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Review from M S (Daughter of Resident) published on 19 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My 94 year old mother has been at Water Mill House Care Home for two years. She is well cared for, staff seem very aware of her needs and are kind and positive in their approach. I am informed immediately if my mother is unwell or if they think any changes in medicine are necessary. I have a key member
of staff who I can contact if I have concerns. I feel that communication with senior management has not been easy, but this seems to be improving post Covid. Overall I am very pleased with the home. I sometimes feel the staff are quite stretched on the dementia floor, but I don’t hear them complain.

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Review from Tilly H (Daughter of Resident) published on 14 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Water Mill House Care Home has been and continues to be a safe, calm and friendly environment for my mum, who has early-onset Alzheimer's. The staff at Water Mill House have always gone above and beyond any request that my sisters and I have in regards to our mum. They have been accommodating to our
needs during the Pandemic and really looked at it through our eyes, the families of those who are residents of the care home. The care home itself is very homely with a beautiful garden and a bistro where you can get a soft drink or an ice cream! It's cleaned daily by the wonderfully friendly cleaning team who also really get to know the residents and the visitors. I hope this review helps those who are in a difficult position in their life, choosing a potential forever home for their loved one. I would highly recommend Water Mill House. It was our first choice care home for mum with others not even coming close to it!

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Review from Lauren H (Daughter of Resident) published on 10 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum has a very rare and advanced form of Alzheimer’s and was diagnosed at a young age (early 50s). Sadly mum’s needs became too great for us to manage and we made the difficult decision to move her into a care home. Due to mum’s age and how her disease presented it was difficult to find somewhere that
felt right (and would take her!). As soon as we entered Water Mill House Care Home and met the manager we knew we were in the right place. The manager was so reassuring and made it clear that mum would be seen as who she is, not her disease. We moved mum in last summer (2021) and it is the best decision we’ve made! The staff are all absolutely wonderful and care so deeply about all of the residents. The home and rooms feel like a 5 Star hotel and every resident is cared for individually. They are brilliant managers and are always accessible to talk through any aspect of mum’s care. It is a brilliant home and I would truthfully recommend it to anyone! Thank you to everyone at Water Mill House!

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Review from Lorraine C (Daughter of Resident) published on 10 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Visited my parents on the afternoon of 26th May - concerned about my mum’s rapid weight loss. Spoke to her main carer privately about it who was very reassuring and understanding. Collected my Dad the next morning to take him out for coffee and the nursing and reception staff were all fantastic as
we left and arrived back. Later that day I spoke to the Bistro manager about an anniversary party we wanted her to help organise in the home and she was so professional and helpful - really impressive. So much easier to visit now as restrictions have relaxed and I come a long way from Bath.

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Review from Nicola H (Daughter of Resident) published on 10 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Really pleased with the care my Mum receives, I believe she is well looked after. Activities could be more varied and inclusive of all residents.
The staff at Water Mill are friendly, caring, and very supportive

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Review from J A (Husband of Resident) published on 9 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Water Mill House Care Home is a haven for those in need of care, unfortunately, my wife is unable to make full use of the facilities that are provided. The staff are very caring and care for all of her needs and the accommodation is second to none providing a very pleasant environment.

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Review from H H (Daughter of Resident) published on 9 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Overall happy with Mum’s care at the home. Her room is wonderful and always clean.
Sadly only negative is I think staff are currently a little stretched. So I’m glad we are able to help when needed.

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Review from Alan Y (Husband of Resident) published on 28 October 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My wife was cared for with kindness and respect throughout her seven-week stay. The staff were all helpful and caring.

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Review from Rhoda J (Daughter of Resident) published on 17 November 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Leaving your mother in the hands of strangers is a huge step, especially when she has dementia and keeps forgetting that her husband of 69 happy years has since passed away. We put lots of effort into choosing the right care home and I am so pleased to say we chose a great one in Water Mill House! We
live abroad so it's so important to have complete confidence in the carers looking after your loved one. We have that confidence and those around Mum have become family to her and to us. This care home stood head and shoulders above all the others we visited, we made the right choice.

Reply from Victoria Forsythe, Home Manager at Water Mill House Care Home

Your kind words mean so much to Team Watermill who appreciate your time spent sharing this experience of our care, hopefully, it will assist others in making such an important decision. Thank you,


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Review from Michael H (Son of Resident) published on 11 November 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been at Water Mill House Care Home for the last four years. She has been extremely well cared for and the fact that she enjoys that level of care and attention allows me and my family the peace of mind to not have to worry about her and her wellbeing. The home has also been extremely well
run during Covid and has not experienced the problems that other care homes have had.

Reply from Victoria Forsythe, Home Manager at Water Mill House Care Home

How lovely for you to take time out to let others know your experience of our home. We are very proud of Team Watermill from Housekeepers and our kitchen team through to our Caregivers, who have all shown love and compassion to our Residents and their families during a tough year for us all.


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Review from Ann S (Daughter of Resident) published on 10 November 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

From the start of Mum’s start at Water Mill House we received a warm welcome by someone who we could see had experience and compassion.
Throughout Mum’s stay was a very difficult time, both with lockdown and her frail and fragile health.
At all times we were kept informed of how she was through regular
consistent communication and visits when restrictions were lifted, keeping everyone safe.
The staff built up a strong relationship with Mum and as a family we knew that she would receive the comfort that we as a family were unable to give and all her need’s met.
Our thanks go to all the team at Water Mill House.

Reply from Victoria Forsythe, Home Manager at Water Mill House Care Home

On behalf of the Watermill team I would like to thank you for your lovely words of appreciation, it means so much to the team to hear back from families and makes our work so worthwhile. Our love to you all.


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Review from Caroline T (Daughter of Resident) published on 20 October 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum continues to thrive under the care of the wonderful staff at Watermill House. We don't get to visit her much at present but did so two weeks ago when she was accompanied by a wonderful Senior on the second floor. Mum, who was always a little difficult, is now relaxed and happy and clearly adores
her. I was reminded of a visit to the home at the beginning of the year which I should like to share.
The corridors and a small sitting area are cheerfully decked out with silk flowers, which the residents enjoy. On this occasion, it looked as though a bomb had gone off with flowers strewn around and chairs upended. One of the new residents was proving rather difficult and had even attacked staff. She was being moved so that she could receive the help that was required. As a member of staff, I would have been glad to see the back of her, but not this wonderful Senior, who said "poor thing, hopefully, they'll sort her out and she can come back to us". This sums up the ethos at Watermill House.

Reply from Victoria Forsythe, Home Manager at Water Mill House Care Home

It means so much when people recognise the amazing work that our team undertake on Candlesticks where we care for those living with dementia. Thank you for taking the time to share your experiences to help others who are looking to find the right environment for those they love. Best regards.


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Current Review Score: 9.7 (9.728)

Overview of Review Score

The Review Score of 9.7 (9.728) out of 10 for Water Mill House Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.7 out of 5 from 31 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 29 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 4.728 for Water Mill House Care Home is calculated as follows: ( (304 Excellents x 5) + (41 Goods x 4) + (14 Satisfactorys x 3) + (1 Poors x 2) + (7 Very Poors x 1) ) ÷ 367 Ratings = 4.728

  • 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 5 Points relating to the number of positive Reviews for Water Mill House Care Home is based on 29 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 70 registered maximum number of service users is 14, which has been reached with 29 Positive reviews. Points = 1

  • 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: 20 Sep 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.

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Bed Vacancies

Please Contact Us for Latest Vacancies

Awards / Recognitions (16)

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Meet the Team (1)

Victoria

Victoria Forsythe

Job Title: Home Manager

Joined: 2020

Victoria qualified as a registered nurse in 1993 and has worked in social care for 30 years, always driven by a passion for making a difference in people's lives.


Her journey began with the NHS in Lancashire, where she quickly advanced to Ward Manager. Seeking new challenges, Victoria moved south to embrace her first role as Deputy Manager in the care home sector and found her true calling.


With extensive experience in managing and commissioning care services, Victoria has successfully led both large, privately-run care homes and smaller, family-owned homes.


Drawn to Water Mill House for its warm, family atmosphere and commitment to making every day joyful and meaningful, Victoria has built strong, caring relationships with our residents and team.


When she’s not at work, Victoria cherishes family time with her husband Richard, son Harry, and Bichon Friese, Lily. She also loves to bake!