Review from Cathy M (Friend of Resident) published on 11 April 2017
Submitted via Postal Card • Report

Overall Experience

The home is beautiful.
The food is very good.
Communication between staff is poor. I have seen patients in the lounge asking for assistance and being ignored.
The system of opening the post for a partially sighted lady is woeful.

Reply from Matthew Bell, Home Manager at Upton Dene Residential and Nursing Home

Thank you for your review. My team are dedicated to caring for our residents as individuals, which includes supporting them to be as independent as they would like to be. We will of course help if they need support opening their post but some prefer to do it themselves or get a family member to help and we obviously respect their wishes. I am sorry you feel staff ignored a resident. I can assure you that this would not have been done deliberately – I have reminded staff to be extra observant.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Angela MJ (Daughter of Resident) published on 13 March 2017
Submitted via Postal Card • Report

Overall Experience

I come regularly from Switzerland to visit my mum. Swiss standards are high and Upton Dene matches up to these same standards. The staff are all patient and caring and treat the visitors as well as the people in the home with respect. My mum needs nursing care and has to be hoisted, the staff always

respond to each call from my mum to go to the toilet without hesitation. The food is high quality, mum really enjoys her meals. I love the space in the home, the luxury of wide rooms, hallways and reception, also the pastel colouring gives me a relaxed feeling when I visit. In fact, well done Upton Dene and staff, I feel happy that you are there to look after my mum. Top marks.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from P J T (Granddaughter of Resident) published on 24 October 2016
Submitted via Postal Card • Report

Overall Experience

We moved grandma to Upton Dene in August 2016 after she had been at another care home. Our first impression was "wow" is this a hotel or care home? The last care home was very poor in comparison. The staff at Upton Dene are friendly and caring and respect the fact that this is Grandma's home if it

wasn't so expensive I would move in tomorrow.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Linda W (Daughter of Resident) published on 24 October 2016
Submitted via Postal Card • Report

Overall Experience

My mother came to Upton Dene Residential and Nursing Home for further care after being in hospital. As soon as she arrived she was greeted warmly and settled very quickly. Upton Dene is like a five-star hotel, the rooms are very spacious and all en-suites. The food is excellent. She has at all times

been treated with dignity and given plenty of help, care and support by everyone involved in her recovery.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Lindsay B (Daughter of Resident) published on 24 October 2016
Submitted via Postal Card • Report

Overall Experience

I have no issues whatsoever with Upton Dene Residential and Nursing Home except for recently the amount of new agency staff who seem to have no experience or no "life experience" in that they do not know how to speak to the elderly. The staff that have been here since my mum came in July, however, are

excellent. I noticed the other day that two of the new staff did not know how to use the hoist and indeed one stated that she had no training for this.

Reply from Siobhan Christie, Deputy Manager at Upton Dene Residential and Nursing Home

Thank you for your review, your positive ratings and recommendation. I am delighted to say we have recently recruited some new permanent members of staff who are a wonderful addition to our team. Every new starter has a thorough and detailed induction, of which manual handling is an important part and they are not allowed use hoists until they have successfully completed their training.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Christine A (Relative of Resident) published on 20 October 2016
Submitted via Postal Card • Report

Overall Experience

Improvements could be made to ensure that residents feel that they are getting value for money i.e dietary requests and having meals in a decent timescale. Meals are served on hot plates as it takes longer for the elderly residents to eat and the food is then cold.
Ensuring that residents feel cared

for whilst maintaining their mobility. They should not have to feel guilty about requesting help.

Reply from Siobhan Christie, Deputy Manager at Upton Dene Residential and Nursing Home

Thank you for your review. Our chef is very happy to cater for the dietary requests and requirements of our residents. Many of our residents prefer warm plates but we are of course happy to serve meals on cooler plates if residents wish. Our team is dedicated to supporting all residents when they need help whilst still being there for them when they prefer to do things for themselves as they want to retain some independence.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Linda S (Relative of Resident) published on 11 October 2016
Submitted via Postal Card • Report

Overall Experience

A lovely place - keep up the good work.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Eileen I (Sister of Resident) published on 7 October 2016
Submitted via Postal Card • Report

Overall Experience

Very helpful, friendly staff, lovely facilities. Nice decor.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from M R (Son of Resident) published on 7 October 2016
Submitted via Postal Card • Report

Overall Experience

Good welcoming party. Mum is very likely to stay in her room, but staff have encouraged her to dine in the lounge and attend activities. Staff have made special attempts to ensure she has showered/washed. Mum complained about the food, but this may be her appetite on the day.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from E D (Daughter of Resident) published on 9 September 2016
Submitted via Postal Card • Report

Overall Experience

Upton Dene Residential and Nursing Home is a lovely environment with wonderful caring staff. Mum has settled in really well after a shaky start (which was only to be expected) and that's taken a huge weight from us. The room and public areas are kept lovely and clean and the food is of a very high standard.

We're happy to have found Upton Dene and are grateful that they could accommodate mum.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Betty H (Resident) published on 6 September 2016
Submitted via Postal Card • Report

Overall Experience

I was treated in A&E hospital for one week and moved to Upton Dene for three weeks. The decor and ambience made an immediate favourable impression and that was strengthened by the care and attention given by an attentive and cheerful staff. In themselves, they were a tonic. I have a hearing issue so

I asked for any question to be put on paper. They never failed to do so which helped considerably. Activities were frequent and the food was excellent. I have nothing but praise for how I was treated.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Richard M (Husband of Resident) published on 22 July 2016
Submitted via Postal Card • Report

Overall Experience

The care and facilities are excellent. The staff are all trained and always willing and able to help at all times. The food is second to none, always hot and tasty and served at set times by happy staff.
The activities are variable and residents are encouraged to take part without any pressure.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Dorothy A (Resident) published on 16 June 2016
Submitted via Postal Card • Report

Overall Experience

After my hip fracture, the need for a replacement hip, I have found my respite stay here most helpful in all ways, and now feel fit to go home. The staff have been extremely helpful and the food by and large very good. An altogether very happy stay with caring and friendly staff medical and otherwise.

I am grateful for all the kindness shown to me. I am spending my 'holiday money' coming here so recommendation to others would depend on their income.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from K R (Resident) assisted by family/friend published on 16 June 2016
Submitted via Postal Card • Report

Overall Experience

A most welcoming place full of helpful people and good service. Unfortunately it was slightly marred by some disorganisation in the absence of the proprietor.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Mary V (Resident) published on 15 June 2016
Submitted via Postal Card • Report

Overall Experience

I have only been here 9 weeks. My main grumble is the food, though very good it's served on cold plates, portions are too large for me as I am not mobile so cannot exercise. I am profoundly deaf and my sight is very poor glaucoma, aged 93 and some people do not make allowances for that so life is rather

lonely.

Reply from Kate Yates, senior pr officer at Upton Dene Residential and Nursing Home

Hilary Price, Manager at the home said:
Thank you for your feedback. We were using plate warmers at mealtimes but many of our other residents found they were then too warm, but I am really confident that we have now resolved this to your satisfaction. We have recently appointed a new activities leader and I know that she has already been enjoying spending time with you, doing various activities.”

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Carol G (Daughter of Resident) published on 26 April 2016
Submitted via Postal Card • Report

Overall Experience

We cannot fault the staff at the service they provide in respect of the respite care my mum has received during her time with you.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Mary C (Resident) published on 7 April 2016
Submitted via Postal Card • Report

Overall Experience

I would not be living here if not so completely happy and content with all the services and amenities. Lovely girls to care for me and an understanding manager, what more could anyone want.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from J G (Daughter of Resident) published on 15 February 2016
Submitted via Postal Card • Report

Overall Experience

My mother suddenly became unwell and your staff handled the situation brilliantly - calling an ambulance straight away. One of the staff went with my mother to the hospital in the ambulance while I followed in my car and she stayed with me until she was sure my mother was okay. You can tell the staff

really care about the residents.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Upton Dene Residential and Nursing Home

Care Provided by Upton Dene Residential and Nursing Home

Good to Know

Funding & Fees Guide for Upton Dene Residential and Nursing Home

Facilities