Review from Nadia C (Daughter of Resident) published on 12 December 2022
Submitted via Website • Report

Overall Experience

Well, what can I say about Banstead Manor? At the beginning of this year, we were given the dreaded news that my father was going to be evicted from his then-care home. As you can imagine this was such a stressful time for our family, not to mention actually having to move my dad. Having visited many

care homes, Banstead Manor stood out to us and, in hindsight, it was the best decision we ever made. Being the only family carer for my dad, I have built up some lovely relationships with all the carers at the home who I can only describe as exceptional. I have seen them interacting with my dad (who can be quite loud at times!) and they are so friendly, professional and approachable. They take so much time to get to know the residents and what will make them tick, and put together bespoke plans to ensure they are having a fulfilled life full of happiness and enjoyment. They even bought my dad a mini putting green so that he could practice his golf! Thank you, Banstead Manor!

Reply from Veronica Henman, General Manager at Hallmark Banstead Manor

Thank you Nadia for your lovely words, I have shared this with the team and it means so much to them. We love what we do here and that makes it a pleasure for us to find new ways to bring joy to the lives of our residents and their loved ones. You all add value to our wonderful community.

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Review from E J (Daughter of Resident) published on 24 August 2022
Submitted via Website • Report

Overall Experience

My 97-year-old mother moved to the nursing community at Banstead Manor in October 2021. My brother and I visited several care homes and this was the only one where we could imagine our mother being happy. We are so glad we made that choice. Completely bedridden, she has a spacious, sunny room and has

formed friendly relationships with the nurses and carers who have taken time to get to know her needs and wishes.
Mealtimes are an important part of my mother's day and she has described the food as 'exceptional'. Her frequent visitors are made to feel welcome by all the staff, and everyone who visits remarks on what a lovely care home this is. The very few occasions where standards have fallen short of the extremely high level we have become used to have almost always been due to unfamiliar agency staff. It has been reassuring to see how seriously these instances have been taken by management, and the efforts they are making to recruit more permanent staff to reduce reliance on agencies.

Reply from Ben Smith, Customer Relationship Manager at Hallmark Banstead Manor

Thank you for this wonderful feedback. The team have formed a beautiful relationship with Mum and we are so pleased you recognise the high standards of care delivered by the team here. I am pleased to announce our team have been successful in recent recruitment drives and our growing team has reduced agency needs to a minimum, we continue to recruit to reduce this further but remain committed to only recruiting the best team to ensure our standards remain as high as our residents deserve.

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Review from J A (Daughter of Resident) published on 3 August 2022
Submitted via Website • Report

Overall Experience

I visited many care homes to find the perfect one for my Mum, initially only for respite. Banstead Manor is a beautiful care home, which focuses on the home from home experience.
I cannot believe that my Mum has genuinely improved so much in her two months at Banstead Manor and therefore has decided

to stay permanently. The food is very good and varied to suit many tastes. The care is supportive and kind but not intrusive and the friendly atmosphere is noted by every one of my Mums visitors.
The gardens are really well cared for, which adds to the homely feel and gives daily joy to many residents. For me personally, the access security is taken appropriately seriously which I find reassuring and the admin of moving GPs, pharmacy etc is completed seamlessly.
Mum and I would recommend Banstead Manor to anyone, it is so far removed from the stereotypical care home that it’s hard to believe till you visit

Reply from Ben Smith, Customer Relationship Manager at Hallmark Banstead Manor

Thank you for this wonderful feedback. It is a massive life-changing decision to move into a care setting and I am so glad within this time mum has already blossomed and built strong relationships with the team and other residents here. She is always smiling and her positivity is beaming.

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Review from Gina G (Daughter of Resident) published on 19 July 2022
Submitted via Website • Report

Overall Experience

Mum's been in Banstead Manor for 2 1/2 years now. I still feel I made the right decision in choosing this wonderful Home. Visitors are made to feel very welcome by Reception as soon as you walk through the door. All the staff and management I know are so caring, approachable and dedicated to their

jobs.
They managed to keep Mum safe and well looked after throughout the challenging times of Covid.
The gardens are beautifully maintained and with an array of colours. This is the first place Mum wants to go when I visit. The entertainment team are very good. There are activities for those who wish to participate and guest speakers and singers regularly.
The Home marks important dates including residents' birthdays where a beautiful cake of the birthday residents' choice is made and shared with everyone.
Mum enjoys having her hair and nails done weekly which is included in the fees. She has made some lovely friends.
I highly recommend Banstead Manor.

Reply from Ben Smith, Customer Relationship Manager at Hallmark Banstead Manor

Thank you so much; it's wonderful to hear that 2 years on, you are still pleased with the service. It has been a pleasure getting to know mum, and we look forward to sharing many more happy memories with her.

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Review from Deborah L (Daughter of Resident) published on 19 July 2022
Submitted via Website • Report

Overall Experience

We initially booked mum into Banstead Manor for respite care following a fall. Sadly, since admission, mum was diagnosed with a rapidly progressing life-shortening disease that now requires full-time nursing care. We made the difficult decision to extend mums stay with Banstead Manor and thank goodness

we did. Everything about Banstead Manor is exceptional - the environment, food, personal and clinical care and, activities. Staff have taken the time to get to know mums likes and dislikes and through these challenging times have helped her smile and feel safe. The kindness and love shown to mum by Banstead Manor staff come from the heart and our family cannot thank them enough. We are all so grateful.

Reply from Ben Smith, Customer Relationship Manager at Hallmark Banstead Manor

Thank you for this wonderful feedback. It has been wonderful getting to know mum and you, the family too.

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Review from Jane G (Daughter of Resident) published on 19 July 2022
Submitted via Website • Report

Overall Experience

Before coming in, Mum was very unhappy about the idea of moving to a care home; she has always been very independent.
She is now saying "I couldn't be in a better place!". The most important thing about the home, for mum, is that the staff are so compassionate and helpful. Mum can relax knowing that

if she needs help someone will come - even if she needs help in the middle of the night. Mum no longer has to worry about getting to see a doctor or remembering to take her pills, the medical staff help with this and keep an eye on mum's general health, which is a relief for me.
Mum is very comfortable in her room and likes walking in the lovely gardens. She particularly enjoys the food and the fact that her sister can come for lunch.
Mum has choices here; she can decide how to spend her time. There are always people around and activities to do if she wants to engage.
Mum has a much better quality of life here than she did before she moved; we are all glad that she is here.

Reply from Ben Smith, Customer Relationship Manager at Hallmark Banstead Manor

Thank you. It has been wonderful seeing mum blossom and her confidence grow each day.

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Review from Stephen S (Son of Resident) published on 11 July 2022
Submitted via Website • Report

Overall Experience

Mother was a Banstead Manor customer for 18 months till June 2022. She was forgotten one night. Her alarm button fell on the floor and Mother, being chair-bound, couldn’t reach it. She was stuck in her chair all night. Supposed to look in on her, the staff didn’t, although they ticked their sheet.
Hallmark

apologised but didn’t refund any money - happy taking for a service they didn’t provide.
I raised a complaint but didn’t hear a thing about it, they just wanted it brushed under the carpet.
The laundry service was poor, losing several of Mother’s clothes and ruining others. Hallmark reimbursed Mother the cost of one woollen top they destroyed but it was upsetting having her nice clothes come back spoiled. They lost her handkerchiefs so I bought some with her name embroidered on and they lost them.
Food was mediocre, Mother gave up trying for soft boiled eggs. They came back either hard or cold. The soups were poor. Overall not worth the money they demand.

Reply from Ben Smith, Customer Relationship Manager at Hallmark Banstead Manor

We are sorry to hear that our care did not meet your expectations and for any distress caused. We will continue to liaise with you privately on this matter, and a member of our team will be in touch over the next few days to discuss any of your outstanding queries. Our absolute priority is to deliver high-quality care that is safe and effective for all residents and tailored to their individual needs.

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Review from Val G (Friend of Resident) published on 16 June 2022
Submitted via Website • Report

Overall Experience

I cannot fault this care home. I’ve seen many in my time, and this one is like a 5-star hotel. The staff are always so helpful and have time when the residents need their help. It is so clean, and the food is excellent. They also lay on a lot of entertainment and activities to stimulate the residents.

I have been visiting there for six months now, and every time I go, I am still amazed at the place. I would like to live there when I need care. The receptionists are great, always friendly and never make you feel you are wasting their time. It is wonderful.

Reply from Ben Smith, Customer Relationship Manager at Hallmark Banstead Manor

Thank you so much for your feedback. It is wonderful to hear you are pleased with the service and you enjoy every visit here at Banstead Manor. It's been an absolute pleasure having your friend come to live with us here, and it's lovely seeing you when you visit.

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Review from Brenda R (Daughter of Resident) published on 1 March 2022
Submitted via Website • Report

Overall Experience

I visited many homes before deciding Banstead was by far the best option for my 98-year-old mother. She received excellent care, and I have no hesitation in recommending it. The accommodation and food are good hotel quality, there are excellent activities, and the garden is a space my mother greatly

enjoyed.
Mother was very independent, but they went to great lengths to understand her needs so they could provide personalised care and companionship. The care quality was best demonstrated by her looking years younger after a few months!
The staff place a high priority on supporting family members and keeping them well informed. They also arrange a (Covid safe) family birthday party in the garden.
Sadly, my mother died recently. The end-of-life care was outstanding, it was extremely sensitive, compassionate, and professional. I took great comfort from knowing how well she was treated by such caring staff. I am also grateful for all the support I received from them at this difficult time.

Reply from Ben Smith, Customer Relationship Manager at Hallmark Banstead Manor

Thank you so much for taking the time to share your experience with us. It was an absolute pleasure welcoming mum to Banstead Manor and getting to know her. To see her grow and share her lovely character with us was a joy. The gardens were indeed a favourite place of hers and many wonderful memories have been created there. Our love and thoughts are with you and the family.

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Review from John B (Husband of Resident) published on 25 February 2022
Submitted via Website • Report

Overall Experience

The general aura of the home is very welcoming as is the contact with staff. The individual carers who have attended my wife have provided a friendly and caring attitude which I know she values greatly. Over the last 2 years, my wife has experienced several care situations which have not always left

her cared for or indeed happy.
Since going to Banstead Manor she has been much more relaxed in her surroundings.

Reply from Ben Smith, Customer Relationship Manager at Hallmark Banstead Manor

Thank you so much for taking the time to share your experience we appreciate the feedback. It has been wonderful getting to know your wife, you and the family and see the progress she has made.

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Review from Stuart M (Son-in-law of Resident) published on 6 January 2022
Submitted via Website • Report

Overall Experience

After visiting a number of homes in the area to look at the facilities and to meet the staff and residents, my wife and I decided her father would be most at home and feel welcomed by everyone in Banstead Manor.
He was originally coming in for one-month residential respite care but we were delighted

that he settled in so quickly and has decided he would like to remain there.
During the relatively short period of time, he has been there the team have got to know him very well and encouraged him to join in various events and try different foods whilst being prepared to prepare him one of his favourites if it’s a little too different or spicy!
The in house hairdressing and chiropodist facilities are excellent.
BM is modern and well laid out with a large well-maintained garden - residents can also get involved if they wish.
We visit 2-3 times a week and cannot speak more highly as to the positive atmosphere and quality of care we see being given to the residents - they are real stars!

Reply from Ben Smith, Customer Relationship Manager at Hallmark Banstead Manor

Thank you so much for your kind words and feedback the team here are very grateful. It has been an absolute joy watching him flourish, getting involved with the activities and other residents.

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Review from Elizabeth D (Brother of Resident) published on 28 September 2021
Submitted via Website • Report

Overall Experience

We had the pleasure of meeting some staff on our very first visit to Banstead Manor when my brother Colin went to stay as a resident. Unfortunately, it was only a couple of weeks before Banstead Manor went into Lockdown and visits were not permitted. However with weekly updates and telephone calls via

the staff, I had no worries about my brother’s care. He has grown close to staff who were always willing to go above and beyond with her enjoyable manner and fully committed to her job with great dedication. I would like to thank the staff for all their time and hard work in caring for my brother for the past 20 months. I would also like to mention how efficient and professional the Receptionist has been during our telephone conversations. It was a pleasure meeting her whenever I visited my brother and something I always looked forward to.

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Review from Helen B (Daughter of Resident) published on 20 September 2021
Submitted via Website • Report

Overall Experience

Thank you to the dedicated staff at Banstead Manor for the loving care given to Mum throughout the challenging times that COVID has thrown at them. Much appreciated by all the family.

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Review from Eriko B (Sister-in-law of Resident) published on 17 August 2021
Submitted via Website • Report

Overall Experience

I am very pleased with their services. All staff at Banstead Manor Care Home are very kind, supportive and professional. Rooms are clean and tidy with nice furniture. Foods are excellent as well. I strongly feel I can rest my mind in peace for my brother in law to be a resident.
He is very much pleased

that he has got an excellent place to live and is being looked after by the kind staff. I also noticed that he is happy staying there and relaxed. I strongly feel this place has excellent management and excellent staff.
My brother in law became a resident at Banstead Manor Care Home on 7th July 2021, we have already received continuous support from the management and staff.

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Review from David S (Son of Resident) published on 18 May 2021
Submitted via Postal Card • Report

Overall Experience

Following a stay in the hospital during the pandemic crisis in January, my mother needed care while she was immobile. Banstead Manor Care Home provided immediate care and arranged for her transport from the hospital all at short notice. She was in Banstead Manor Care Home for three months and she was

very well looked after. The food was excellent and the facilities clean and tidy. Throughly recommend Banstead Manor Care Home.

Reply from Liz Day, General Manager at Hallmark Banstead Manor

Thank you for your kind words David, it was a pleasure to help get mum back on her feet and we look forward to her being able to visit us soon.

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Review from June F (Resident) published on 11 March 2021
Submitted via Postal Card • Report

Overall Experience

Very pleasant staff all kind and residents too. When not in lockdown plenty of entertainment.

Reply from Veronica Henman, General Manager at Hallmark Banstead Manor

Thank you June for your kind review, we are so please you are happy with us and enjoy being at Banstead Manor as much as we love having you here. I hope the fun will only continue.

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Review from Jane H (Daughter of Resident) published on 12 January 2021
Submitted via Postal Card • Report

Overall Experience

You only have to look at my mother, aged 89 years old, to see how much she is enjoying life at Banstead Manor Care Home. She looks amazingly well and is on very good form. She has many friends, both staff and residents and loves the company and the excellent care she receives. Living on the ground floor

at Beech Mews means that she can also enjoy her own patch of garden, changing from geraniums in the summer and pansies and bulbs in the winter.

Reply from Veronica Henman, General Manager at Hallmark Banstead Manor

Thank you for such lovely words Jane, it has been such a joy to see how your mother has become such an integral part of the community and she makes such a vital contribution to the home. We love her company also and your words will mean so much to the whole team.

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Review from P G (Resident) published on 26 November 2020
Submitted via Postal Card • Report

Overall Experience

My experience has been that of very good care - both physical and mental. Excellent discussions with carers whilst being cared for. The room and facilities are good. Food very satisfactory. Am putting on weight!

Reply from Emma Weller, Customer Relationship Manager at Hallmark Banstead Manor

Thank you for taking the time to review Banstead Manor Care home. We are so happy to have you here with us.

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Review from Stella G (Resident) published on 15 October 2020
Submitted via Postal Card • Report

Overall Experience

On 15th May 2019 I caught sepsis and spent many weeks in hospital. I came to Banstead Manor on 5th July 2019 and was given intensive nursing care on the nursing floor with a wonderful team who became like my family. On my improvement, I came to the residents' floor on 17th December 2019. I have had

excellent care by the team on this floor and am happy to say another caring family.

Reply from David Stallard, General Manager at Hallmark Banstead Manor

Our endeavour always is for Banstead Manor to be a ‘home from home’ and it's so rewarding to learn that your experience is of one big family, which of course we are. Across all three communities supporting residential, dementia and nursing residents. Thank you for taking the time to share these encouraging thoughts.

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Review from Margaret B (Resident) published on 15 October 2020
Submitted via Postal Card • Report

Overall Experience

Pretty fantastic.

Reply from David Stallard, General Manager at Hallmark Banstead Manor

We seem to share the same thoughts because I find every day in Banstead Manor pretty fantastic and I’m so happy to learn your feeling it too.

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