Fountains Lodge Care Home

13 - 17 London Road, Southborough, Tunbridge Wells TN4 0RJ
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9.8 125 Reviews
  • Fountains Lodge Care Home, Tunbridge Wells
Fountains Lodge is a purpose-built dementia home offering both residential and nursing care. The home offers short stays too (including palliative care), to help both carers and their elderly loved ones at times when they need a break or a little extra support.

All bedrooms are tastefully decorated and offer en suite facilities, while some come with patio doors providing direct garden access. The home also own café as well as lounges and private dining areas for family and friends to come and enjoy when visiting their loved ones or celebrating a birthday or anniversary together.

Fountains Lodge is situated in Southborough, Tunbridge Wells a few minutes from all its amenities – shops, cafes, restaurants and pubs, and has good transport and road links, making it ideally located for visiting family and friends.

At Fountains Lodge, staff take great care to focus on the person. It’s important for residents to feel at home, so it creates a friendly environment with an individually appropriate balance of care and independence.

Enjoying food is an important part of life. The chefs create well-crafted menus made with the freshest ingredients and try to cater for all ethnicity groups. Soon after a resident arrives at Fountains Lodge, staff discuss their personal preferences and dietary needs with them.

There’s a real sense of community at the home. The staff work to discover what residents enjoy doing and the home's social calendar is organised around those interests. So whether your loved one already has a hobby or would like to take up a new one, there are lots of exciting activities to get involved in.

Follow the home on Facebook to find out more about the great things that go on day to day. Search 'Bupa UK Fountains Lodge'.

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Care Provided by Fountains Lodge Care Home

  • Primary Care Categories
  • Dementia
  • Older Person Care
  • Respite Care
  • Care Types Provided
  • Dementia Nursing Care
  • Dementia Residential Care
  • For a maximum of 74 Service Users
  • Privately Owned
  • Care Offered
  • Alzheimer's
  • Parkinson's Disease
  • Stroke
  • Other Care Provided
  • Convalescent Care
  • End of Life Care
  • Palliative Care

Good to Know

  • Person in charge
  • Louise Eastwood (Home Manager)
  • Admission Criteria
    • Ages 65+
  • Room Information
    • Single Rooms (74)
  • Care Home Design/Build
    • Purpose Built: Yes

Funding & Fees Guide for Fountains Lodge Care Home

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

  • Pricing is subject to an assessment of care needs and the room chosen. There’s no need for your loved one to have Bupa health insurance, our Care Home is open to everyone. Please contact for more information.

Facilities

  • Close to Local shops
  • Gardens
  • Lift
  • Near Public Transport
  • Own Furniture if required
  • Phone Point in own room
  • Residents Internet Access
  • Television point in own room
  • Wheelchair Access

Fountains Lodge Care Home Reviews (125)

Total of 125, showing 61-80
9.8

Fountains Lodge Care Home has a Review Score of 9.8 (9.752) out of 10, based on 41 reviews in the last 2 years. Over all time Fountains Lodge Care Home has 125 reviews.

Overall Experience

  • 91
  • 29
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Review from D A (Daughter of Resident) published on 1 December 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

This process is harrowing and you feel helpless and useless when the time comes to move loved ones to a care home; wasn't my decision but the NHS! Fountains Lodge Care Home understands and gently supports the new arrival whilst they adapt and oh so frequently question where they are but when the penny
drops and they start to recognise their new surroundings, it is best for everyone. Fountains Lodge excel on care for their residents. It is very clear to us.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Fountains Lodge Care Home

Thank you for your feedback. We hope everyone at Fountains Lodge helped make the transition as easy as possible for you and your loved one. We know how distressing this can be, and it can take some time to adjust, please let us know if there is anything further we can do.


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Review from D J (Friend of Resident) published on 16 November 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Young lady caring for our friend appeared very aware of her needs. Made her birthday celebration a very happy occasion for us all.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Fountains Lodge Care Home

Thank you for taking the time to leave us a review. We are happy to hear that you enjoyed the celebrations for your Friend's Birthday.


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Review from Maggie H (Friend of Resident) published on 16 November 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Such a pleasant environment and caring staff. Our dear friends are there together but very happy each time we visit. They go that extra mile to make it home from home. Loved the birthday cake made for our friend- delicious!

Reply from Alison Horridge, Customer Advisor on behalf of the team at Fountains Lodge Care Home

Thank you for your kind words. We are so glad o hear that your Friends are always happy when you visit them and that you enjoyed the birthday cake!


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Review from Trudi E (Daughter of Resident) published on 22 June 2021
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

I could not have been more disappointed and disgusted with the Care my 99-year-old Mum received at Fountains.
They talk the talk, have a showy reception and sell it how it should be, but inside day to day is not the same at all.
My Mum fell several times within a short time of being there and broke
her wrist and lost weight.
A few months later fell again (no alarm pad on her bed) broke her shoulder and wrist. Mum was a few weeks off of her 100th Birthday in so much pain and losing more weight, and they refused to let me see her or even speak to her on the phone.
When I finally got in after a massive fight the deterioration was horrendous. I then saw how much mum had deteriorated and how much lack of care there had been.
Just very basic care was given.
I had to tell them what Mum needed in the way of care.
Mum could barely sip drinks but still being offered solid food.
Crying in pain in a hard armchair, I had to ask for a better chair. I had to ask for Energy Drinks. It was heartbreaking. I watched my Mum die.

Reply from Amanda Barnes, Customer Service Adviser at Fountains Lodge Care Home

We take huge pride in giving residents person-centred care at Fountains Lodge, so I’m very sorry to read this.


We always welcome feedback. However, I don’t feel that these comments are an accurate representation of the home or your mother’s care. They also go against the positive and kind response we’ve had from other members of your family.


We have looked into all your concerns with the home and our senior management team. Our regulator, the Care Quality Commission, has also investigated and agreed that the home provided good care for your mother.


I am very sorry to hear that you aren’t happy, but I feel these comments are unfair to our team, who continue to work tirelessly to care for our residents with kindness and dignity every day.


If you’d like to discuss this in more detail, please go to: www.bupa.co.uk/complaints.


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Review from Grace S (Wife of Resident) published on 18 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband has Alzheimer's and is now a permanent resident at Fountains Lodge. We are both in our late 70's. We have experienced nothing but warmth and kindness from the staff - all of them. It has made such a difference to me, knowing he is being cared for so lovingly and professionally. He is always
clean shaven and dressed as well as is possible. I cannot recommend them highly enough.

Reply from Amanda Barnes, Customer Service Adviser at Fountains Lodge Care Home

Thank you for your lovely review. We are very happy to hear you can feel at ease with your husband in our care at Fountains Lodge. Please let us know if there is anything we can do to make your Husbands stay as comfortable as possible.


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Review from Fiona L (Daughter of Resident) published on 17 May 2021
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My father passed away on the residential unit of Fountains Lodge in February having been there for just over a year. We are very grateful for the care that he was given with his dementia progressing during that time.
It goes without saying that the last year has been very difficult for all involved.
However, the management and staff kept me regularly informed as to how dad was doing and organised regular FaceTime calls with him.
When dad went dramatically downhill (almost overnight) the staff were fantastic in keeping me updated and thankfully allowing my brother and I into his room to be with him. The staff on duty during his last days were all outstanding.
I would not hesitate in recommending Fountains Lodge and a big thank you for all your care and support.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Fountains Lodge Care Home

Thank you for taking the time to leave your review. Please accept our condolences for the loss of your Father. We are glad to hear that you felt well supported by all the staff through such a difficult time, hopefully, you will be able to go away from this knowing that he had the best possible care.


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Review from Brian H (Husband of Resident) published on 5 May 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Excellent care is being maintained and communication and visit arrangements are very well managed. All management and staff have shown great care and skill during the last very difficult year.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Fountains Lodge Care Home

Thank you for your review. We are glad to know that you feel we have managed this difficult period as best as possible. We hope to continue providing your loved one with the best possible care.


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Review from S S (Daughter of Resident) published on 28 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum is very happy and well cared for at 95. Sher has the best possible quality of life.

Reply from penelope kudelnitzky, Customer Service Adviser at Fountains Lodge Care Home

We are happy to hear your mother feels well cared for and is getting the best possible care at Fountains Lodge. Please do let us know if there is anything else we can do to help.


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Review from C F (Husband of Resident) published on 20 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Fountains Lodge is very caring and comfortable. The staff are fine and treat the residents with care and respect.

Reply from Emily Wilson, Customer Advisor on behalf of the team at Fountains Lodge Care Home

We really appreciate you taking the time to leave us your kind feedback, thank you for sharing your lovely words with us. Please let us know if there is anything else we can do for you.


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Review from Sandra K (Daughter of Resident) published on 20 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum is looked after with great care and dignity. Although we have been only able to visit on a handful of occasions during the pandemic we were kept in touch by phone calls or facetime. If there were any issues with Mum they would contact us immediately and kept us up to date with developments. We know
mum is in very good hands and well looked after.

Reply from Emily Wilson, Customer Advisor on behalf of the team at Fountains Lodge Care Home

We really appreciate you taking the time to leave us a review, thank you for your lovely comments and feedback. Please let us know if there is anything else we can do for you and your family.


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Review from Sue W (Daughter of Resident) published on 16 April 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother was a resident at Fountains Lodge for 12 months. She was very well cared for by the staff until her death due to the frailty of old age. My mother was an artist and loved taking part in the creative art activities at the home. She was known and loved. Our family were made to feel very welcome
whenever we visited her. My granddaughter loved seeing her great-grandma and was happy to skip around the lounge talking to everyone. It’s amazing how older people come to life whenever a small child or a little dog, like ours, visited. My dear mother was very elegant and smart. She was never seen without her makeup and matching scarf, beads and cardigan. The girls always made sure she looked wonderful every day. My mother died with her lipstick on just as she would have wanted. I am so pleased that I chose Fountains Lodge, especially as this last year has been so difficult for so many families.

Reply from penelope kudelnitzky, Customer Service Adviser at Fountains Lodge Care Home

We really appreciate you taking the time to leave us such lovely comments. We are saddened to hear about the loss of your mother. During the time she stayed with us, she seems to have made such an impression on our staff and the other residents, from her creative side through to the elegant lady she was. We are happy to hear that she felt like part of the Bupa family and will be always remembered with fondness.


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Review from Eileen R (Friend of Resident) published on 16 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff have always been extremely helpful, it is obvious that she has a good solid relationship with them. They have encouraged her to be as mobile as possible and got her walking again when she first arrived and couldn't walk at all. She always looks beautifully presented, and she is encouraged
to come out of her room and form friendships with other residents - which she has.

Reply from penelope kudelnitzky, Customer Service Adviser at Fountains Lodge Care Home

Thank you for your kind review. It's a pleasure to read the care that has been provided especially getting someone mobile again. Our resident's health and well being are our top priority, and seeing that your loved one is always beautifully presented is a testament to this. It's lovely that she has made new friends with the other residents. If there is anything else we can help with, please let us know.


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Review from I H (Husband of Resident) published on 14 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

This care home is excellent in all aspects. The care staff are very kind, thoughtful and well informed. The building and rooms are well maintained and pleasant.

Reply from Melanie Cope, Customer Service Adviser at Fountains Lodge Care Home

Thank you for taking your time to leave us such a lovely review, we are so glad you feel the care home is excellent in all aspects! We will be sure to pass your beautiful comments on.


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Review from Tony H (Son of Resident) published on 12 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been in the care of Fountains Lodge since January 2021. Even with the restrictions in place due to Covid, I am seeing a noticeable change in my mum.
She seems calmer, more content and definitely putting on weight!
The staff couldn't be more helpful or caring and are always happy and
polite when we see them.
I am currently now allowed to visit once a week and this is really having a positive effect.
I am so glad we chose Fountains Lodge, it's a happy place to be.

Reply from Penelope Kudelnitzky, Customer Service Adviser at Fountains Lodge Care Home

Thank you for your lovely review. It has been such a difficult time through the pandemic, but we are now moving forward and letting designated visitors into their relative's room, which will be a great comfort to your mother. We are happy to read that your mother has thrived since being in our home and that you find it a happy place to be. We are also very happy to hear you can feel at ease with your mother in our care. 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 C G (Daughter of Resident) published on 9 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff at Fountains Lodge are very caring, friendly, polite, and efficient. They are always lovely to the residents and do lots of activities with them. I know Mum is safe and well looked after.

Reply from Melanie Cope, Customer Service Adviser at Fountains Lodge Care Home

We really appreciate you taking the time to leave us such lovely comments. Please let us know if there is anything else, we can do to help.


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Review from S S (Resident) published on 29 March 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Staff very kind. Nice bedroom.

Reply from Emily Wilson, Customer Advisor on behalf of the team at Fountains Lodge Care Home

Thank you for your lovely feedback, we really appreciate you taking the time to send us your review.


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Review from Michelle M (Daughter of Resident) published on 11 February 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum has been a resident at Fountains Lodge Care Home since September 2018 and has been very happy there. All the staff are lovely and it feels like a home from home for me. The carers work very hard and do a fabulous job at making Mum comfortable, nourished and well cared for. It has been difficult
during lockdown, but we have had FaceTime calls, so we can still see each other and have a chat and a laugh - much needed for all of us.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Fountains Lodge Care Home

Thank you for your review. I am so happy to hear you feel like part of the Fountains Lodge family. The team have been working hard to enable families to keep as much contact with their loved ones as possible so we appreciate your feedback.


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Review from Pam T (Wife of Resident) published on 11 February 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband moved into Fountains Lodge at the end of September 2020 and sadly due to Covid restrictions, I wasn't able to help him move in and have only seen him a few times behind glass. However, I totally understand and support the reasoning to keep the residents and staff safe, but naturally, it is
heartbreaking not being able to give him a hug especially as communication is so difficult for him to understand. The staff have been wonderful and I know he is in very good, kind and safe hands. Thank you. I feel for the staff. It must be exceedingly scary going in day after day, you are all very brave and certainly our heroes - again, thank you from all our family. Every member of staff I have ever spoken to has always been extremely positive, kind, compassionate and everything I could hope for.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Fountains Lodge Care Home

We really appreciate you taking the time to leave us a review. We hope Fountains Lodge Care Home did everything possible to make the transition as easy as possible for you both. I will pass your kind words on to the team.


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Review from Julia P (Daughter of Resident) published on 13 November 2020
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Fountains Lodge has been the home to both my parents for the last 9 months, all apart from the first 5 days, visits have been limited, but I am grateful that they are safe and well looked after on the nursing floor. Visits have recently been in a barely used lounge behind a screen with carers sitting
in the room, it's not ideal, especially as my mother has Alzheimer's, but it has been lovely to see them both. The carers supervising these visits have been outstanding, in particular the lady who organised a lovely tea with a delicious cake, nibbles, a banner and photos to celebrate their wedding anniversary. Thank you! Sadly visits have stopped again, which is frustrating for all.

Reply from Greta Narbutaityte, Customer Advisor on behalf of the team at Fountains Lodge Care Home

Thank you for taking the time to leave your comments. We appreciate it is very hard not to be able to see your loved one for such a long time. Please let us know if there is anything else we can do to help.


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Review from D H (Son of Resident) published on 29 September 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother is confused but safe and well cared for. Dementia care has been difficult to provide for.

Reply from Stephen Rondel, Customer Advisor on behalf of the team at Fountains Lodge Care Home

Thank you for your review, we are happy to help your family through this difficult time.


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Current Review Score: 9.8 (9.752)

Overview of Review Score

The Review Score of 9.8 (9.752) out of 10 for Fountains Lodge Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.8 out of 5 from 41 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 40 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 4.752 for Fountains Lodge Care Home is calculated as follows: ( (372 Excellents x 5) + (96 Goods x 4) + (10 Satisfactorys x 3) + (1 Poors x 2) ) ÷ 479 Ratings = 4.752

  • 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 Fountains Lodge Care Home is based on 40 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 74 registered maximum number of service users is 14.8, which has been reached with 40 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: 16 Jul 2019

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Good

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

View Latest Report

Bed Vacancies

2 Bed Vacancies

posted 25 Mar 2025

The bedrooms are tastefully decorated and offer en-suite facilities, some with patio doors providing direct access to the garden.


Awards / Recognitions (7)

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