Review from Lesley B (Daughter of Resident) published on 25 April 2022
Submitted via Website • Report

Overall Experience

My Mum was initially moved to Amwell from the hospital for assessment, she is 93 years old has dementia, and had lived at home on her own for the last 9 years since Dad died. It became clear she couldn`t live at home on her own and we are so grateful to have found Amwell, she always wanted to stay at

home, so it was a difficult decision. The staff are brilliant, always helpful, Mum can see very little but the staff help her with meals, dressing, and all her personal needs, she has improved so much mentally and physically in the last few weeks since being at Amwell. She seems very happy and settled and I wouldn’t hesitate to recommend Amwell - a special thank you to the staff.

Reply from Catherine Tanner, Home Manager at The Amwell Care Home

Thank you for taking the time to provide valued feedback on your and Mum's experience with us. The team here at The Amwell are always grateful for the time taken to express such kind words. Thank you, Catherine.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Karen W (Daughter of Resident) published on 19 April 2022
Submitted via Website • Report

Overall Experience

My mum moved to The Amwell in February 2022. We have been so pleased with how she has settled and the care that she has received. It is so homely with the added bonus of 5-star luxury accommodation and facilities. It is such a lovely care home the staff are really caring and they have an amazing Manager.

My mum wants for nothing. Lovely home-cooked food. My mum has made some lovely friends. I can't fault it.

Reply from Catherine Tanner, Home Manager at The Amwell Care Home

We are all so very pleased that Mum has settled so well with us, thank you for taking the time to review the home and for all your kind words, Catherine.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from J C (Daughter of Resident) published on 28 March 2022
Submitted via Website • Report

Overall Experience

You can feel the positive energy of Amwell as soon as you walk in the door, bright, sunny and full of life. The staff are excellent. They combine efficiency with friendliness. Medically they keep a close eye and my Mum is much improved mentally and physically since she has been at Amwell. She is free

from worry and loves the food and the company. What was a difficult decision has turned out to be exactly the right thing for my Mum. I wouldn’t hesitate to recommend Amwell to a loved one who just needs a bit of help and company. She is enjoying life again.

Reply from Catherine Tanner, Home Manager at The Amwell Care Home

We are all so pleased to see Mum enjoying her time here at The Amwell, thank you for taking the time to feedback on the home, it is very much appreciated, Catherine.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Jolene B (Daughter of Resident) published on 10 March 2022
Submitted via Website • Report

Overall Experience

My mother lived in the Amwell for nearly 3 years but sadly passed away in July 2021. I always felt welcome when visiting her, the staff were friendly and approachable. Her end of life care was given with dignity, attentiveness and support was given to our family the whole way through. I can't thank

all the staff enough for everything they did for my mother and our family. Highly recommend the Amwell.

Reply from Catherine Tanner, Home Manager at The Amwell Care Home

Thank you for taking the time to review The Amwell and feedback on your family's experience in the home, your kind words mean the world to all the team.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from P T (Daughter of Resident) published on 7 March 2022
Submitted via Website • Report

Overall Experience

My mother, who has dementia, has been a resident at the Amwell for two and a half years and I cannot praise them highly enough. She is happy and safe and is given the highest quality of care in a compassionate and respectful manner. The staff at the Amwell are always looking for ways to make life more

enjoyable and easier for the residents, and really think about how the resident must feel. I call them her Amwell family, as that is what it feels like they are.

Reply from Catherine Tanner, Home Manager at The Amwell Care Home

What a lovely read, thank you so much. You are both most definitely part of The Amwell family.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Nicola M (Respite Resident) published on 1 March 2022
Submitted via Website • Report

Overall Experience

My mum spent 2 weeks in The Amwell care home for respite after a fall at home. The room she was in was light and airy with a lovely ensuite. She had a view over Asfordby Road where she could watch people come and go. I found the staff very attentive and more than happy to answer my questions about how

she was getting on when I phoned (I phoned every morning). All the staff are safety conscious regarding COVID and having to do a lateral flow test is a small price to pay to keep the residents safe. 10/10.

Reply from Catherine Tanner, Home Manager at The Amwell Care Home

Thank you so much for taking the time to feedback about your experience with us, we are so pleased we could support you all, when needed. Catherine.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Maureen A (Partner of Resident) published on 17 February 2022
Submitted via Website • Report

Overall Experience

In general, I have had a positive experience with the Amwell Care Home. My partner seems content most of the time and his room is comfortable, light and has a direct view over the adjacent road, there is always something to interest him. Visiting is relaxed and even during the lockdown, a few close

family members could visit. I cannot comment on activities but I understand that now restrictions are relaxed and getting back to normal after 'lockdown', there will be more activities on offer. The staff that I have been in touch with, are pleasant and helpful.

Reply from Catherine Tanner, Home Manager at The Amwell Care Home

Thank you for taking the time to review The Amwell, the team and I always appreciate feedback, so we can continue to shape and develop. I hope that our new monthly newsletter will further assist in showcasing our focus on well-being and stimulation. Thank you, Catherine.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Philip Z (Son of Resident) published on 4 January 2022
Submitted via Website • Report

Overall Experience

My mother stayed in The Amwell Care home for 2 years, until she sadly passed away. The care home staff not only had to deal with the CQC ratings and senior management changes, but also handle the challenges that Covid 19 brought on. They managed these as well as expected and more. There has been a positive

vibe about the place for the last 3 months, since the new senior management team took over. The home handled the last few weeks before my mother passed away, with kindness, dignity and understanding. They provided excellent care and compassion not only for my mother but also for the family, as a whole.

Reply from Catherine Tanner, Home Manager at The Amwell Care Home

Thank you for taking the time to review The Amwell. The team and I appreciate your kind words and continued support for the home, Catherine.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from S M (Niece of Resident) published on 19 November 2021
Submitted via Website • Report

Overall Experience

My Auntie has been living at the Amwell for 2 years now, there was a lack of leadership and management in the early days, with low staff morale. Concerns were raised with the local authority and CQC, following a CQC inspection, the home was rated inadequate. The staff tried their best in a bad situation

with no senior support, moving forwards to November 2021, the home has seen a new lease of life, excellent leadership in place, staff recruitment and training has been improved, care standards have been raised and the residents seem so much happier and cared for. I now feel more at ease knowing my auntie and other residents are being cared for and consideration is being taken for their best interests.

Reply from Catherine Tanner, Home Manager at The Amwell Care Home

The Amwell team would like to thank you for taking the time to review our home, we truly appreciate all your support and feedback, which we will ensure continues to shape the future of the service we provide to all our residents. Thank you, Catherine.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Cassy B (Daughter of Resident) published on 22 June 2021
Submitted via Postal Card • Report

Overall Experience

I feel my mum is extremely happy at The Amwell. All the staff are friendly and approachable and the care is excellent. Always prompt with sorting healthcare issues/ I feel my mum has thrived since moving in here in 2018.

Reply from Kerry Preston-Carr, Home Manager at The Amwell Care Home

We are so pleased that you are happy with your mum's care at The Amwell and that you have taken the time to complete this review.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from J M (Daughter of Resident) published on 18 February 2021
Submitted via Website • Report

Overall Experience

Anyone thinking of placing a relative at The Amwell, please ensure you read the last few CQC reports before you do so. The problems are long-standing and have spanned a number of managers. The CQC undertook an unannounced inspection of the Amwell in December 2020 and my relative was deemed 'at risk'

by the CQC due to serious failings in his care. The CQC ordered that he be moved to another care home within seven days (period extended slightly due to Covid). I understand that he was not the only resident found to be at risk and a number of residents were apparently also re-homed. He is thriving in his new residence. We are appalled at how badly my father was failed at the Amwell.

Reply from Tracy Walker, Interim Home Manager at The Amwell Care Home

I am so sorry your experience was not acceptable, however, our aim is to provide the best possible care to those we support and its something I/we take very seriously. I am new at The Amwell and can only agree there were failings in the home, however, we are now progressing and working in partnership with CQC and Local Authorities who have been reassured by the improvements in the last four weeks. Again I can only apologise for your experience and strive to move the home forward. Stay safe.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from J F (Great-Nephew of Resident) published on 10 February 2021
Submitted via Website • Report

Overall Experience

Knowing my family member was in this care home was a comfort when they moved in (pre covid). However, since the pandemic, I have nothing but criticism for the management and handling of The Amwell. The last two CQC reports have shown a clear lack of management and unwillingness to change practices,

which has been echoed by our experiences with the care home during palliative care. It took our threat of complaints about the care home to act on concerns.

Furthermore, we were told the staff would not be moving between the different floors of the home. The CQC found otherwise. The website still proudly claims they are a care home with "nursing capabilities", this is categorically not true, as there is no RN on sight. It seems clear the care home has been trying to both deceive family members and regulators, this is simply disgusting behaviour.

Reply from Tracy Walker, Interim Home Manager at The Amwell Care Home

Many thanks for your comments. We take all issues/concerns raised seriously. I cannot comment on previous management of the home, as I only arrived a few weeks ago, however, I can confirm that I aim to change practices within The Amwell going forward, and this is supported by the company. I understand that this does not help you, and I can only apologise for your experience.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Rebecca F (Niece of Resident) published on 10 February 2021
Submitted via Website • Report

Overall Experience

Please see the recent CQC report. My beloved aunt died after contracting Coronavirus in November. The report leads us to think that this was in no small way due to the terrible lack of training, poor staffing levels and non-existent management of this home. We feel very badly let down. Whilst she was

dying, we had a daily battle to get the care she needed from external agencies. We have no issue with individual carers but the terrible lack of management support. Please do not be taken in by the luxury surroundings, this is not a nursing home, there are no qualified nurses. The phrase "all fur coat and no knickers" just about says it all. We currently await a response to our complaint which has been lodged and also nine weeks after her death we are still awaiting a refund for monies taken after she died.

Reply from Tracy Walker, Interim Home Manager at The Amwell Care Home

Many thanks for your comments. We take all issues/concerns raised as serious. I cannot comment on previous management of the home as I only arrived a few weeks ago, however, I can confirm that I aim to change practices within The Amwell going forward, and this is supported by the company. I understand that this does not help you and can only apologise for your experience. I am so sorry for your loss.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Ruth M (Niece of Resident) published on 2 February 2021
Submitted via Website • Report

Overall Experience

If you are thinking of entrusting the care of a loved one to the Amwell, then I strongly recommend you read the latest CQC report. There is a link to it on their website, see below if you are on the home page. Our very precious and special aunt is no longer with us to speak for herself. Nothing more

to add.

Reply from Tracy Walker, Interim Home Manager at The Amwell Care Home

Hi Ruth, I am so sorry you did not have a positive experience, however things at The Amwell are changing, however I do appreciate that this is too late for your personal experience. We are working our way through the recent report and will make the Amwell the home of choice for the future. Many thanks for your comments. Stay Safe.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Jane M (Daughter of Resident) published on 2 February 2021
Submitted via Website • Report

Overall Experience

We could not be more grateful for the outstanding care and kindness shown to mum during her time at The Amwell - she was such a glamourpuss and the 5-star hotel environment enabled her to be that person as long as she was able. And we were never more so than in her last days on this earth. Separated

by Covid and an ocean, the Amwell's incredible staff became in our stead, mum's sons and daughters, affording her dignity and keeping her company and dispensing what I can truly only describe as love. The Amwell saw mum through very many ups and downs, maintaining excellent communication with us and enabling anything that fell within their power to ease an unbelievably difficult situation for us all. In mum's final hours, the deep affection that shone through mum's carers gave us such comfort and helped make what could have been a harrowing and deeply challenging experience into a loving and moving farewell. More to be thankful for than I can ever express. Forever grateful to you all.

Reply from Tracy Walker, Interim Home Manager at The Amwell Care Home

Jane, thank you for your kind words. The staff at The Amwell do their very best to meet the needs of all our residents. I am delighted to hear your personal experience and your positive comments during your mums stay. So sorry for your loss. Please stay safe and love and best wishes to you and your family.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Richard C (Nephew of Resident) published on 29 January 2021
Submitted via Website • Report

Overall Experience

I moved my aunt from a nursing home to The Amwell Care Home in February 2020 because I was concerned about standards slipping where she was. As her next of kin and her attorney (Health and Welfare), I pay very close attention to her care, and I chose The Amwell after an extensive review of services

near to me.

From the moment she moved in, my aunt was welcomed as a member of the 'family' by her carers, and in the year since, whilst we have been separated by lockdowns, I have been kept up to date with her progress and informed of significant developments in the home. As she approaches her 96th birthday, my aunt looks out on a green landscape with a stream running past and always lots to see. Growing old can be hard, and dementia is so cruel, but I can think of nowhere she would be happier to spend her remaining time.

Reply from Tracy Walker, Interim Home Manager at The Amwell Care Home

Hi Richard, many thanks for your kind words. We have been up against it with the current pandemic, however, the staff and management at The Amwell remain to work hard to provide the best possible care to ensure that it is a great place to live and a nice place to work. Stay Safe, and thank you again.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Gillian B (Daughter of Resident) published on 22 January 2021
Submitted via Website • Report

Overall Experience

My mother is always telling us how happy and well looked after she is and cannot speak any higher of the care she has received since moving into the Amwell just over a year ago. My mother always tells us how wonderful and caring all of the staff are and how lucky she feels to be there!

Reply from Kerry Cattell, Regional Manager at The Amwell Care Home

This is great to hear. Thank you for taking the time to share your mother's experience of life at The Amwell. I know she is a very much loved resident, it is a pleasure to have her living with us.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Paulette J (Daughter of Resident) published on 22 January 2021
Submitted via Website • Report

Overall Experience

My mother has been a resident for almost a year now and I am extremely happy with her care and quality of life experience each day. She is happy and content, enjoying the privacy of her own room as well as sharing the communal areas with other residents. We love seeing the photos of her joining in with

the various activities and we are able to speak to her easily on the phone or Skype using the Amwell’s tablet. We feel as if we have come to know the staff in person, even though we live 600 miles away, who updates us regularly and honestly on her health and well-being, daily activities, diet, emotions and behaviour. We have found all staff to be really friendly and eager to answer our questions or to share advice. In these difficult times of Covid, we take our hats off to them.

Reply from Kerry Cattell, Regional Manager at The Amwell Care Home

Thank you for leaving such a lovely review. We are so happy that you feel reassured of your mother's great quality of care, especially important when you live a distance away. The staff really appreciate you taking the time to compliment them on their friendly and devoted manner. The Amwell tablet has been a great tool in keeping our families connected during this difficult time, I am pleased that you have found this helpful.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Roland A (Son of Resident) published on 20 January 2021
Submitted via Website • Report

Overall Experience

My father was a resident at Amwell for 18 months before he passed away in November 2020, aged 93 from the effects of Covid-19. He received excellent care from the hard-working staff and was very happy there. I always had confidence in the staff and was impressed with their devotion to the residents

and their genuine affection for them.

Reply from Kerry Cattell, Regional Manager at The Amwell Care Home

Thank you for taking the time to leave a review, we are so sorry for your loss. Your father was a very much loved resident at The Amwell and it is lovely to read your heartfelt comments.
Thank you again, Kerry.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Lisa P (Daughter of Resident) published on 19 January 2021
Submitted via Website • Report

Overall Experience

My dad was here for around 9 weeks and he was never, ever dressed properly or in his own clothes and he deteriorated so quickly and when he was dying, my daughter and sister went to see him for the last time and were told to leave after a half-hour. The staff were lovely but making some exceptions for

some that hadn't got a caring bone in their body. We had big promises from Amwell that my dad would be OK but now I have big regrets leaving him. I have to live with that now. They even threw him in an ambulance with no coat or shoes and socks on and no paperwork. All on his own after three falls in two days. My poor dad, I will never, ever get that last vision of him when I visited him out of my head. He looked like a skeleton, and they said to me he's only lost a kilo. I was gobsmacked.

Reply from Kerry Cattell, Regional Manager at The Amwell Care Home

We are so sorry for your loss. An investigation was carried out at the time and lessons were learnt to make sure the same situation is not repeated.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

The Amwell Care Home

Care Provided by The Amwell Care Home

Good to Know

Funding & Fees Guide for The Amwell Care Home

Facilities