Dover House

57 Coombe Valley Road, Dover CT17 0EX
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9.7 68 Reviews
  • Dover House, Dover
Willow Park Lodge in Dover provides nursing care including support for people with dementia.

The care home maintains contact details for all residents’ children and grand-children to be used for party invitations, newsletters etc. Staff focus on building relationships with residents’ grandchildren because residents like to keep in contact with them.

At the care home, each care companion is allocated a number of residents each day (usually 6-8 people) to support in all aspects of their daily life.

Companions meet the needs of these residents all day, including at meal times, during activities and night time routines. Staff are encouraged to spend time having a chat with residents as part of their daily routine.

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Care Provided by Dover House

  • Primary Care Categories
  • Dementia
  • Mental Health Condition
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Younger Adults
  • Care Types Provided
  • Dementia Nursing Care
  • Dementia Residential Care
  • Nursing Care
  • Residential Care
  • For a maximum of 86 Service Users
  • Privately Owned
  • Care Offered
  • AIDS/HIV
  • Alzheimer's
  • Bariatric Care/Obesity
  • Cancer Care
  • Colitis & Crohn's Disease
  • Epilepsy
  • Hearing Impairment
  • Korsakoff Syndrome
  • Multiple Sclerosis
  • Muscular Dystrophy
  • Neuropathic
  • Orthopaedic
  • Parkinson's Disease
  • Speech Impairment
  • Stroke
  • Visual Impairment
  • Other Care Provided
  • End of Life Care
  • Independent Living Training
  • Own GP if required
  • Palliative Care
  • Physiotherapy
  • Separate Specialist Dementia Care Unit

Good to Know

  • Person in charge
  • Nomusa Muhlwa (Registered Manager)
  • Admission Criteria
    • Private, NHS and Local authorities
    • Ages from 18 to 120
  • Room Information
    • Single Rooms (68)
    • Couples/Companion Rooms (9)
    • Single Rooms with ensuite Wet Room (68)
    • Couples/Companion Rooms with ensuite Wet Room (9)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Year Purpose Built: 2016
    • Last Refurbishment: 2017
    • Number of floors: 4

Funding & Fees Guide for Dover House

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • NHS Continuing Healthcare (CHC) Funding
  • Weekly Charges per Person
    • Self-Funded Residential Care £1,995 – £1,995
    • Self-Funded Residential Dementia Care £1,995 – £1,995
    • Self-Funded Nursing Care £1,995 – £1,995
    • Self-Funded Nursing Dementia Care £1,995 – £1,995
    • RESPITE Self-Funded Residential Care £1,995 – £1,995
    • RESPITE Self-Funded Residential Dementia Care £1,995 – £1,995
    • RESPITE Self-Funded Nursing Care £1,995 – £1,995
    • RESPITE Self-Funded Nursing Dementia Care £1,995 – £1,995

  • Within this fee, all residents have access to the input of our highly qualified physiotherapist and exception nursing input. The fee also includes access to an array of exciting activities such as Cinema room afternoons, a snack trolley with all the resident favourites that cater for all residents from gluten free and diabetic diet choices. These are at no additional cost unless indicated (e.g. Mini vacations and caravan holidays). A consultation with our highly passionate head chef who comes with a wealth of experience within the care sector to help create a personalised diet plan to ensure that resident health is always optimised. She does this in conjunction with the nursing team and clinical management to ensure that resident weight goals be it for gaining or losing are well supported. Also included within the fee is access to the new resident manager who will be happy to support with any financial advise and signposting as well as practical assistance to access all that one is entitled to for their period in care.
  • (these prices are only a guideline, please contact Dover House to find out the exact price for your requirements)

Facilities

  • Close to Local shops
  • Gardens
  • Lift
  • Near Public Transport
  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Residents Internet Access
  • Residents Kitchenette
  • Television point in own room
  • Wheelchair Access
  • Visiting

  • The home is open 24/7 but would advise that visits take place outside of protected meal times unless already in the home prior. These times are as follows: Breakfast 8am to 10.30am, Lunch 12.30pm to 13.30pm, Tea 1700 to 1800hrs and Supper 1900-2100hrs.


  • Parking

  • Visitors may park at the back of the building by following directions or along the single yellow lines outside the home on Randolph Rd for free. Parking is also available along Coombe Valley Rd but this is chargeable by council run pay meters. Please look out for signage and instructions.


Dover House Reviews (68)

Total of 68, showing 21-40
9.7

Dover House has a Review Score of 9.7 (9.693) out of 10, based on 14 reviews in the last 2 years. Over all time Dover House has 68 reviews.

Overall Experience

  • 62
  • 5
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Date Published

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Review from Lynette W (Daughter of Resident) published on 24 November 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot rate Willow Park Lodge highly enough. All the members of staff are friendly, compassionate and professional. Residents are cared for with dignity and respect for not only their physical and emotional needs but also their individual personalities. The home is clean, bright and welcoming with
attractive furnishings. All Covid measures are strictly in place to help keep everyone safe.
To say my mother was a reluctant admission is an understatement as her dementia makes it difficult for her to understand the need for a safe environment. However, she absolutely loves all the staff (particularly the young men) and enjoys going to the in-house hairdresser every week. She also enjoys the well-presented food and has put on a few pounds making her a healthier weight. There are plenty of activities available on a daily basis and once persuaded to join in she generally enjoys them.
The relief of knowing that Mum is well cared for and safe is enormous after a very difficult year.

Reply from Matthew Fletcher, Manager at Dover House

Thank you for your lovely words. Mum has been an absolute pleasure to have with us and has really settled in well after some initial reluctance. It has been a challenging time for all over the past 18 months, and we have been extremely thankful for the continued support of all our families and loved ones.


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Review from N H (Son of Resident) published on 22 October 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Lovely and friendly staff providing a very caring environment.

Reply from Susan Derby, Business Development Manager at Dover House

Thank you for taking the time to review our service; we are delighted that your experience was so positive. We are glad you are happy and feel the residents are well cared for.


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Review from G O (Son of Resident) published on 14 July 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

All the worries of having a very elderly mother (101) are removed by the excellent care that she receives at Willow Park Lodge. Mum is always cheerful and happy when I visit and never complain about anything. I can therefore go home happy.

Reply from Julie Moore, Manager at Dover House

Thank you for your review. Your Mum is an absolute joy to care for, and we are glad that we can make you happy too.


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Review from Sarah B (Daughter-in-law of Resident) published on 7 May 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

So happy we found Willow Park for my mother-in-law when we needed it. She'd just left hospital and the plan was for 2-3 week restpite care while she recovered her strength, after 3 weeks she said she wasn't quite ready to go home alone so wanted to stay another week. She then plucked up the courage
to say she didn't want to leave and would like to stay if they'd have her. We were actually thrilled and could see just how happy she was, we were too as she was in a safe place with lots of company instead of being alone all day while we worked. She'd made lots of friends and really enjoyed Willow Park, in fact, we'd all say she flourished so thank you to all the wonderful staff.

Reply from Julie Moore, Manager at Dover House

Thank you for such a heartfelt review. Your lovely mum-in-Law will be remembered with great affection. It is good to be reminded that she chose to stay, as it is the people that we care for that really know how dedicated and committed the team are here.


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Review from Kevin C (Son of Resident) published on 4 May 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Willow Park Lodge offers a caring and friendly environment with excellent facilities. The home is very well managed and has committed and caring staff who work incredibly hard, taking time to get to know residents really well and to focus on the needs of the individual. They often go the extra mile
to support residents. The Willow Park Lodge team have worked tirelessly throughout the past year and there have been vast improvements in the way the home is managed. I would not hesitate to recommend Willow Park Lodge.

Reply from Julie Moore, Manager at Dover House

Thank you for your lovely words. It has been a challenging year and we have been thankful for the support of our families and loved ones. I note the three stars for activities and am hopeful that now restrictions are beginning to lift, we can improve in this key area.


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Review from Paul M (Son of Resident) published on 14 April 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been a resident of Willow Park Lodge for almost two years. I was pleased to find Willow Park Lodge, a new building designed for purpose with all rooms having en suite bathrooms, unlike many other places I viewed which were repurposed old buildings. I am so happy that it was successfully
steered through the last year by the manager and her committed and caring team. My mother often describes herself as happy and content living there and I am confident her care is of the highest standard. I especially appreciate the commitment to good communication - a necessity over this last year, as I live far away but the relatives’ online meetings, FaceTimes with my mother and regular news updates have kept me up to speed with events. In particular, the photographs on the website and group Facebook page help me to see the events that she has participated in, as her memory doesn’t allow her to remember these. Having a key worker has also kept me updated regarding her wellbeing and care plan.

Reply from Julie Moore, Manager at Dover House

Thank you, so very much, for such a lovely review. It is hard to find words that show how humbled we are by the support we get from loved ones. We will continue to do what we do and hope that we can look after your lovely Mum for a long time to come.


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Review from Angela H (Stepdaughter of Resident) published on 9 March 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

After viewing several care homes, before viewing Willow Park Lodge and feeling nothing was to standard I was looking for, as soon as I walked in here, I knew I had struck gold. After two years, I am still of this opinion. The residents' rooms are all bright, spacious and exceptionally clean - all have
ensuite facilities. There are also a few large day rooms where residents can mix and enjoy numerous daytime activities, a cinema and a separate dining room for meals, where the food is of a high standard. Now the staff, I cannot praise them enough for all they do. All of the staff are kind, friendly, professional and extremely attentive to all the residents - nothing is too much trouble for them. During the pandemic, they have kept me up to date on a weekly basis (sometimes more often) on my stepfather's health and welfare. If you are looking for a caring, loving place for a loved one to live, do not hesitate to choose Willow Park Lodge. I cannot thank all the staff enough for making my stepfather happier than he has been for a long time.

Reply from Julie Moore, Manager at Dover House

Thank you so very much for such a heartfelt review. We always say what a privilege it is to care for other people's loved ones and we are always humbled when you take the time and effort to reflect on the hard work and commitment of the team here at Willow Park Lodge. Your Step-Father is a joy to care for and we are just glad that we have made his days happier ones.


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Review from Gill S (Daughter of Resident) published on 15 February 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

If care is what you require for your loved one, then look no further than Willow Park Lodge. My Mum was a resident there for just over 5 months until she sadly passed away. In that short time, I could not fault the care shown to her and it was not long before she accepted it as home, telling me she
was, “happy and well looked after” which are words every family wants to hear. As we were experiencing Covid, visiting was limited, but access was available, with every care taken to protect staff and residents. During her last weeks, the staff could not have been more kind and I was so impressed with how clean, fresh and homely the whole accommodation is, but most importantly, the attention to detail taken in caring for Mum, whilst supporting family members at this emotional time, was remarkable. The new management team is doing a great job to improve ratings and I wish them every success.

Reply from Susan Derby, Business Development Manager at Dover House

Thank you for your wonderful review and for taking the time to do this. Your mum was a wonderful lady, and we are so glad you are happy with the care that was given to her in her final months. It has been a hard time, all around for everyone, no less care homes. We have tried to be there to lighten the load for all. Let your family know, we think of mum fondly, and you are in our thoughts. Thanks again.


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Review from Sandie C (Regular Volunteer) published on 26 November 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I started visiting and helping with gardening, odd jobs and activities prior to lockdown and since have remained involved albeit remotely.
The home is a lovely environment with a really happy and caring atmosphere; it is always clean and smelling fresh. The decor and furnishings are homely and inviting.
The staff are dedicated and passionate about getting it right for the residents, and nothing seems too much trouble.
The residents seem happy and are really involved, and they are always asked what they would like to do and are treated with a lot of respect.

Reply from Julie Moore, Manager at Dover House

Thank you for your lovely words. We appreciate all of your support and our residents look forward to when they can see you.


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Review from Nicola c (Daughter of Resident) published on 26 November 2020
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Willow Park Lodge is a lovely care home. My mum has been a resident for 3-years, and is very happy and settled in these surroundings. The new manager is making great changes since taking over in February 2020. Staffing is at a good level. All the staff do an amazing job of looking after our loved ones.
Regular meetings (currently virtually) are held with the manager so families are kept up to date. During these unprecedented times, Willow Park has done an amazing job by keeping the home Covid Free. I can not thank the staff enough.

Reply from Manager, Manager at Dover House

Thank you so much for such a lovely review. We feel privileged to care for your loved ones, and your Mum is a joy. We are moving forward and our focus will always be our residents.


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Review from A N (Daughter of Resident) published on 21 September 2020
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

Look at the CQC report: Willow Park Lodge is inadequate, no surprise to us. Our father was there for 8 months until recently. There were major issues with staffing levels - Dad would be left in bed almost until lunchtime sometimes and not able to go to bed when he wanted. The food was poor. There were
some very dedicated carers doing a good job against all odds, but there just weren't enough of them. The main issue, however, was the manager, who we found to be extremely uncaring and obstructive. Every time we raised an issue, we were met with a total lack of understanding and defensiveness which more often than not slipped into rudeness. There was almost no communication from the home about dad, how he was doing, what was going on with him etc. It was often very difficult to get through to the right person on the phone. There was an absolute rigidity from the manager, who prioritised 'the rules' over any kind of understanding of the issues affecting residents or families. Avoid.

Reply from Julie Moore, Manager at Dover House

We would always urge anyone to read our CQC report, but we would also ask them to come and see us, chat to us and offer us the opportunity to show them how we are responding to the report and making positive changes. I am confident that if they do, then they will see something much more positive than is being portrayed here.
Our residents are offered very person-centred care and are never made to get up or retire at times that do not suit them and our staffing levels are set according to our residents' needs.
Sadly, there are occasions where families are not supportive of decisions that we must make and during these unprecedented times, we understand that some of the guidance in place and decisions made are not popular ones. This means that we must stand firm and challenge people, in order to protect the safety and well-being of our residents and our staff, something that is, and will continue to be, extremely important to us.


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Review from N M (Niece of Resident) published on 12 March 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The care given to my aunt was compassionate, professional, caring and kind. At the end of her life, my aunt and her family were treated with kindness and dignity. Her spiritual needs were met which meant a great deal to the whole family. We will be eternally grateful to the staff for the care our aunt
received.

Reply from Julie Moore, Manager at Dover House

Thank you for the lovely review. It is a privilege to care for your loved ones and we are humbled by your comments.


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Review from Lindsay P (Niece of Resident) published on 27 February 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My aunt's stay at Willow Park Lodge was a relatively short one but I can honestly say that the kindness, care and professionalism shown to her during that time was exceptional. Any questions I had were always answered. It was obvious that the staff knew all about her and were monitoring her progress
with care. A loving and happy atmosphere pervaded the home and I shall be eternally grateful to them all.

Reply from Julie Moore, Manager at Dover House

Thank you for such a lovely review. We are glad that you were reassured by the care offered and that your Aunt was settled here at Willow Park Lodge. It is always appreciated that positive feedback is given as it definitely helps the team to feel valued and motivated to continued good practice.


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Review from Richard D (Son of Resident) published on 3 February 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

All the staff were very helpful.
Nothing was too much for them.
They would sit and chat with my Dad.
He enjoyed it there and the last few weeks of his life was special.

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Review from Alex M (Granddaughter of Resident) published on 29 November 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My grandad has only recently been transferred to Willow Park Lodge and we are so overwhelmed as a family how lovely the staff are, providing a high standard of care, respecting privacy and dignity. The home itself is like a 5-star hotel, every member of staff we have come across are all so friendly
and the management team have welcomed us with open arms. Would highly recommend this home to anyone and we are only new to the home. Thank you all for putting our minds at rest and doing a lovely job caring for our loved one.

Reply from Alison Foreman, Head of Business Development at Dover House

Many thanks for your wonderful review, your feedback is very much appreciated. Kind regards, Alison Foreman


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Review from Irene B (Resident) assisted by family/friend published on 18 September 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

All the staff have been friendly and very helpful. I enjoy the singing group and gardening and everyone is very easy to talk to. I feel fortunate to be living here.

Reply from Mimi Nduka, Registered Manager at Dover House

Thank you much for the beautiful words, your smile brings joy to our home. My team are delighted to be caring for you.


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Review from L L (Daughter of Resident) published on 18 September 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum’s mobility and confidence have improved considerably since entering Willow Park. Consequently, she has lost the anxiety which was making her life so miserable. I can attribute these improvements to the care and dedication of the staff who are very professional and caring.
I can’t put too much
emphasis on how proactive and caring they are - they make Mum and the family feel that she really matters.

Reply from Mimi Nduka, Registered Manager at Dover House

Thank you so much for the kind words; we are looking forward to celebrating Mum's milestone birthday with you.


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Review from J F (Daughter of Resident) published on 27 June 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Willow Park Lodge is a fantastic purpose-built building with dementia unit, everything about it is exceptionally clean, bright and welcoming, it can be easy to be swayed by a building but it is the care my mother receives that is of the utmost importance. So after 2 visits meeting different staff who
were so helpful and understanding and meeting the new manager whose compassion and passion for providing the most excellent care is evident, mum was transferred after spending a very stressful time in hospital and another care home. The care and attention our mum and ourselves have received from all the staff we have met including housekeepers, maintenance, reception, activity ladies and a great team of care staff has been exemplary.

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Review from Yvonne D (Niece of Resident) published on 24 June 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My uncle came to live at Willow Park Lodge in March this year. The staff are really caring and very professional and look after him fantastically well. The accommodation and food are amazing and this home is more like a 5 Star hotel than a residential home. I would recommend it to anyone.

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Review from Trevor J (Nephew of Resident) published on 28 February 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I visited my Aunt at this care home and it was lovely to see her so happy and well cared for. This is a lovely place and has a real family atmosphere.

Reply from Amanda Odd, Registered Manager at Dover House

Thank you so much for your kind words. It's lovely to see Auntie has settled in. We do pride ourselves on the fact that we aim to create a welcoming homely family atmosphere and it's lovely that you have noted this on your comments. I will be sure to pass on your comments to all the staff at Willow Park Lodge.


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Current Review Score: 9.7 (9.693)

Overview of Review Score

The Review Score of 9.7 (9.693) out of 10 for Dover House is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.9 out of 5 from 14 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.8 out of 5 from 14 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 4.879 for Dover House is calculated as follows: ( (141 Excellents x 5) + (13 Goods x 4) + (3 Satisfactorys x 3) ) ÷ 157 Ratings = 4.879

  • 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 4.814 Points relating to the number of positive Reviews for Dover House is based on 14 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 86 registered maximum number of service users is 17.2. 14 Positive Reviews ÷ 17.2 = 0.814

  • 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: 15 Aug 2024

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.

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Bed Vacancies

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Awards / Recognitions (2)

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Meet the Team (1)

Nomusa

Nomusa Muhlwa

Job Title: Franchise Owner, Director, Registered Nurse & Home Manager

Joined: 2022

I am a registered nurse by background with experience in community and trauma and orthopaedics. These are my areas of passion and hence why I joined the care sector. It has been a dream come true to run a service of my own under the mentorship of Graham care group. As a franchisee, I knew I had found the best partnership as I share the same ethos - Patient centred care coupled with the servant leadership model. Being from a clinical background means that I will always be at the forefront of advocating for our residents. The takeover of a new business has been a journey with its ups and downs, but we continue to soldier on toward exemplary and compassionate outstanding care. We had our first CQC surprise inspection 6 months from taking over and managed to turn 3 out of the 5 Ambers to Green and it is my sole mission to guide our wonderful team to a solid Green by the next inspection. Willow Park is special to me on many different levels but the top 2 are having a supportive team built over the last few months who have bought into the vision of gold class care as well as the residents under our care who are at the heart of all we do as a team. Having a clinical background and love of technology embedded here, we at management level are also able to monitor your loved one's progress round the clock. I am easily accessible and work with two nurse registered deputies to ensure that you have someone to immediately address any concerns 7 days a week. At Willow Park Lodge, we work as a unified team. From joint care planning between the nurses and kitchen, to working closely with our own private physiotherapist, we ensure that only the best positive outcomes are planned for each individual depending on need. The staff are well trained to meet every individual's needs and this is an area of continuous heavy investment as I believe every good outcome starts from having a solid knowledgebase.