Horsell Lodge has a Review Score of 9.6 (9.608) out of 10, based on 22 reviews in the last 2 years. Over all time Horsell Lodge has 45 reviews.
Review from L L (Daughter of Resident) published on 24 January 2025
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Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge
We would like to thank you for taking the time to leave us a review and for your kind words and recognition of the team at Horsell Lodge Care Home. The care and services we deliver as a team to our residents and families are extremely important to us, and it's lovely to read your comments reflect this. Your feedback will be shared with the team.
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Review from L A (Daughter of Resident) published on 21 January 2025
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Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge
Thank you for your kind words and recognition of the team at Horsell Lodge Care Home. We are so sorry for your loss and we hope we made your mum's time with us as comfortable and as peaceful as possible. You are welcome to visit us and your comments will be passed on to the team.
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Review from G E (Son of Resident) published on 13 November 2024
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Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge
Thank you for taking the time to leave us a review. We are so pleased to read your positive comments about the care your mother is receiving and recognition of the team Horsell Lodge Care Home. The care and services we deliver as a team to our residents and families are extremely important to us, and your feedback will be shared with the team.
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Review from D P (Son of Resident) published on 1 October 2024
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Reply from Julie Bignell, Home Manager at Horsell Lodge
Thank you for taking the time to leave us a review. We are so pleased to read your positive comments about your mother's care at Horsell Lodge and it is lovely to hear she enjoyed her birthday, and that you appreciated the work the team did in helping put the day together for what was a special day for everyone. Your feedback will be passed on to the team who will be delighted with your 5* review.
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Review from D L (Son of Resident) published on 1 October 2024
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Reply from Julie Bignell, Home Manager at Horsell Lodge
We would like to thank you for taking the time to leave us a review and positive comments about the home and team at Horsell Lodge Care Home. The care and services we deliver as a team to our residents and families are extremely important to us and it's lovely to read your comments reflect this. Your feedback will be shared with the team.
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Review from Susan C (Daughter of Resident) published on 30 September 2024
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Reply from Julie Bignell, Home Manager at Horsell Lodge
Thank you for taking the time to leave us a review and for your kind words and recognition of the team at Horsell Lodge Care Home. The care and services we deliver as a team to our residents and families are extremely important to us, and it's lovely to read your comments reflect this. Your comments will be shared with the team.
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Staff
Activities
Management
Safety / Security
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Value for Money
Review from Suzanne H (Daughter of Resident) published on 13 September 2024
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Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge
Dear Suzanne, we're really sorry to hear the feedback you've provided about your mother's experience with us, and would appreciate the opportunity to speak with you in more detail so we can both do our best to improve, as well as hopefully alleviate some of your concerns. I understand that the team at Horsell Lodge have tried to get in touch with you already - as the Home Manager, I am here to help and to answer any questions you may have - my door is always open, or do please feel free to contact me to arrange an appointment at a time that's convenient to you - this can be in person or also by telephone if you prefer.
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Review from Sheila E (Friend of Resident) published on 27 June 2024
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Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge
Thank you for taking the time to leave us a review and we are pleased to read your positive comments about your friend's care at Horsell Lodge Care Home. It is lovely to read she is settling in at the home; the care and services we deliver as a team to our residents and families are extremely important to us. Your feedback will be passed on to the team.
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Review from Sue P (Daughter of Resident) published on 18 June 2024
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Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge
Thank you for taking the time to leave us a review and for your kind words and recognition of the team at Horsell Lodge Care Home. It is lovely to hear your dad is settling in at the home. The care and services we deliver as a team to our residents and families are extremely important to us, and it's lovely to read your comments reflect this. Your feedback will be shared with the team.
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Review from E S (Son of Resident) published on 14 June 2024
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Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge
Thank you for taking the time to leave us a review and for your kind words and recognition of the team at Horsell Lodge Care Home. The care and services we deliver as a team to our residents and families are extremely important to us, and it's lovely to read your comments reflect this. Your feedback will be shared with the team.
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Value for Money
Review from Philip D (Son of Resident) published on 14 June 2024
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Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge
Thank you for taking the time to leave us a review and for your kind words and recognition of the team at Horsell Lodge Care Home. The care and services we deliver as a team to our residents and families is extremely important to us. We continually strive to improve the care and service we provide and appreciate your feedback relating to 'Activities'. Your feedback will be shared with the team.
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Review from J M (Son of Resident) published on 4 June 2024
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Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge
Thank you for taking the time to leave us a review and for your kind words and recognition of the team at Horsell Lodge Care Home. The care and services we deliver as a team to our residents and families is extremely important to us, and it's lovely to read your comments reflect this. Your feedback will be shared with the team.
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Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
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Value for Money
Review from L W (Resident) published on 25 April 2024
Submitted via Postal Card •
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Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge
Thank you for taking the time to leave us a review and for your kind words and recognition of the team at Horsell Lodge Care Home. The care and services we deliver as a team to our residents and families is extremely important to us, and its lovely to see your comments reflect this. Your feedback will be shared with the team.
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Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from L S (Friend of Resident) published on 22 April 2024
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Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge
Thank you for taking the time to leave us a review and for your kind words and recognition of the team at Horsell Lodge Care Home. The care and services we deliver as a team to our residents and families are extremely important to us and your lovely comments reflect this. Your feedback will be shared with the team.
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Food & Drink
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Value for Money
Review from T C (Son of Resident) published on 28 March 2024
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Reply from Julie Bignell, Home Manager at Horsell Lodge
Thank you for taking the time to leave a review for Horsell Lodge Care Home. We continually strive to improve the care and service we provide and appreciate your feedback which we have taken on board. If you would like to discuss this further, we would be happy to arrange a meeting with you. If this is something youd like to do, please get in touch with us.
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Review from A B (Son of Resident) published on 27 February 2024
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Reply from Julie Bignell, Horsell Lodge Manager at Horsell Lodge
Thank you for taking the time to leave a review for Horsell Lodge Care Home and for your positive comments about our home and team. We continually strive to improve the care and service we provide and appreciate your feedback. All comments will be shared with the team.
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Value for Money
Review from D W (Respite Resident) published on 15 September 2023
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Reply from Julie Bignell, Home Manager at Horsell Lodge
Thank you for taking the time to leave us a review and for your kind words and recognition of the team at Horsell Lodge. The care and services we deliver as a team to our residents and families are extremely important to us and we hope you enjoyed your stay with us. Your feedback will be shared with the team.
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Value for Money
Review from Paula P (Daughter of Resident) published on 6 September 2023
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Reply from Julie Bignell, Home Manager at Horsell Lodge
Thank you for taking the time to leave us a review, Paula. We are so pleased to read your positive comments about your mum’s care at Horsell Lodge and that she’s getting the care she deserves. Your feedback will be passed on to the team who will be delighted with your 5* review.
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Review from Lindy N (Daughter of Resident) published on 19 July 2023
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Reply from Julie Bignell, Home Manager at Horsell Lodge
Thank you for taking the time to leave us a review Lindy, we are so pleased to read your positive comments about your mum’s care at Horsell Lodge and it is lovely to hear she is settling in at the home. Your feedback will be passed on to the team who will be delighted with your 5* review.
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Review from Tom S (Son of Resident) published on 29 June 2023
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Reply from Julie Bignell, Home Manager at Horsell Lodge
Thank you for taking the time to leave a review Tom and for your positive comments about our home and team. We are pleased to hear your father is getting the care he deserves. We continually strive to improve the care and service we provide and appreciate your feedback.
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The Review Score of 9.6 (9.608) out of 10 for Horsell Lodge is based on a) the Average Rating and b) the number of positive Reviews.
a) The Average Rating is 4.6 out of 5 from 22 Reviews in the last 24 months.
b) The score for the number of positive Reviews is 5.0 out of 5 from 20 positive Reviews in the last 24 months.
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 4.608 for Horsell Lodge is calculated as follows: ( (188 Excellents x 5) + (49 Goods x 4) + (10 Satisfactorys x 3) + (1 Poors x 2) + (7 Very Poors x 1) ) ÷ 255 Ratings = 4.608
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 Horsell Lodge is based on 20 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 70 registered maximum number of service users is 14, which has been reached with 20 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.
Date: 14 Mar 2024
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Care Quality Commission is responsible for the registration and inspection of social care services in England.
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Job Title: Home Manager
As the Home Manager I believe our residents should be able to live the life they want and be able to be themselves. I enjoy taking on the responsibilities that come with managing a home and I encourage the inclusion of everyone in the home, to create a friendly environment and a great place for us all to live and work.
I have worked in a variety of roles within the care sector for over 40 years, including being a registered nurse in the NHS for 20 years in intensive care and then moving to a nursing role within a care home. From there I progressed to Home Manager and have managed various sized homes, giving me great experience and having worked as a nurse in this setting previously I understand what the day-to-day role involves so I can support my team.
I operate an open-door policy and am approachable, not only to my team, but to the residents and their relatives too as it is their home. I encourage residents to make their rooms their own, by bringing in meaningful items to help make it homely for them.
The care background of the owners of Caring Homes is what stood out to me when joining as they understand what is involved at home level and there is a strong support network in place for me and my team to continually develop. I am passionate about seeing my team members grow and develop in their roles at the home as I work with them to offer the best care and environment possible for our residents.
In my spare time I love to travel and understand different cultures, I never go back to the same place twice as the world is so big and has so much to offer. I am also interested in ancestry, which I find fascinating and is a journey of discovery.
Job Title: Deputy Home Manager
I feel really passionate about helping residents and their families feel part of our community. I strongly believe every resident should have the opportunity to live their life as they wish.
Job Title: Home Administrator
Joined: 2021
I am proud to be part of the team at Horsell Lodge providing the best care quality and service to our residents while enhancing their daily lives.