Review from Heather C (Daughter of Resident) published on 18 October 2023
Submitted via Website • Report

Overall Experience

Management at this home work on a tick box basis. Never actually checking beneath what the form says. Despite the fact even a small amount of probing would highlight things are far from done correctly or with any compassion.
Her breath recently smelt like excrement. The box was ticked for her teeth

being cleaned!
Since my Mum has been here no one has ever seen management out of their office. Apparently, they walk the home twice a day but have managed to avoid being seen by any of the visitors Mum has.
Staff blatantly lie about things they are caught out on.
Activities are limited and of no value. She recently participated in a yoga session. This is laughable. It's an example of how the truth is twisted. She may have been in the room but she was not participating.
We're trapped. Mum has dementia, is easily upset. What impact of a move?
My advice to anyone considering Poets Mews Clevedon is don't do it in the first place.
Finances are the only thing cared about. Be warned.

Reply from Julie Bees, Manager at Poets Mews Care Home - Avery Healthcare

We appreciate your feedback and take your concerns seriously. Our primary goal is to provide compassionate and high-quality care to our residents, and we are deeply sorry to hear about your negative experience. We are committed to a thorough and compassionate approach to care. We will re-evaluate our processes to ensure that they encompass a deeper understanding and attention to residents' individual needs.
It's important that our management and staff are accessible, and we will work on better visibility for management and foster a culture of honesty and accountability among our staff members.
When you are visiting, we would encourage you to let the Home Manager, know if you feel we are falling short in any areas, or to discuss any suggestions that you have, so that we can address these for you. We genuinely care about our residents' well-being and their families. Your feedback helps us improve, and we are committed to making the necessary changes to provide a better experience.

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Review from Cherie C (Granddaughter of Resident) published on 18 October 2023
Submitted via Website • Report

Overall Experience

I’ll start with the positives. Food is of a reasonable quality. Some members of staff are warm and friendly. Overall though this home seems to do the bare minimum.
I have frequently found my nan's bed covered with excrement, smelling of urine and poorly cleaned. She is always in bed when I turn up.

No effort made to encourage her out.
She is on the dementia floor and I only ever see residents sitting, nothing to stimulate them from what I can see.
My nan often appears to not have had her teeth brushed or hair done.
Last time I was there her sheets had excrement on them but they could not be changed as there were no clean sheets!
My nan is one of the lucky ones who has frequent visitors able to get her out and monitor things so I dread to think what happens if people don’t.
The sad truth is this is probably not one of the worst homes. However, my nan pays a fortune for what in my view is below basic care.

Reply from Julie Bees, Manager at Poets Mews Care Home - Avery Healthcare

Thank you for sharing your feedback with us. We appreciate your kind words about the food and some of our staff members. However, we are truly sorry to hear about the concerns you've raised regarding your nan's care.
We take these concerns seriously and will be investigating and addressing the issues you've highlighted, including the cleanliness and comfort of our residents, encouraging engagement on the dementia floor, and personal care routines. Please do contact the Home Manager so we can discuss your concerns directly.

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Review from Chloe H (Granddaughter of Resident) published on 18 October 2023
Submitted via Website • Report

Overall Experience

My nan has been in Poets Mews care since July 2022. There have been a lot of changes within this time. The majority of the staff on the floor are great people, friendly, attentive when they have time to be, and strike a balance of friendship and care in their interactions. Behind the scenes, however,

I’ve been extremely saddened by the lack of resources, attention to detail, and management of the home.
With almost every visit, I arrive to dirty sheets, and a dirty bathroom and the smell has been enough to sting eyes. This is rectified upon locating staff, but my nan has dementia and is very quiet so does not complain, therefore in the instance we are not visiting, nothing is done. She is rarely clean (dry faeces on her body and clothes) and whilst I appreciate she is regressing due to dementia, there is a severe lack of entertainment/any stimulus meaning she is left in bed all day and depression is the lonely and isolating outcome.
They need better management and more resources.

Reply from Julie Bees, Manager at Poets Mews Care Home - Avery Healthcare

Thank you for taking the time to share your thoughts and observations regarding your nan's experience. We value your feedback and are grateful for the kind words about our dedicated staff members.
We are genuinely sorry to hear about the issues you've encountered, such as the cleanliness concerns and a lack of stimulation for your nan. It is essential to us that all residents receive the best care and attention possible. We take your comments seriously and are committed to addressing these matters promptly. Please do contact the Home Manager so we can discuss your concerns directly.

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Review from Louise B (Daughter of Resident) published on 21 September 2023
Submitted via Website • Report

Overall Experience

My mum stayed in Poets Mews, Memory Floor, from December 2022 until her death in August 2023. Throughout her time there, the staff treated her with kindness and respect. Most importantly, they connected with her and knew what she liked, mostly singing and eating! I popped in at all times of day and

often came in to hear her voice echoing down the hall, singing her favourite show tune with the lovely staff. Thanks to the manager and all the team for doing such a great job and making Mum's final months as happy as possible.

Reply from Julie Bees, Manager at Poets Mews Care Home - Avery Healthcare

Thank you so much for taking the time to leave us such a lovely review. It was a pleasure, and a privilege to look after your mum, she was very much loved, and we all enjoyed her singing.

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Review from W M (Daughter of Resident) published on 15 August 2023
Submitted via Postal Card • Report

Overall Experience

My mum was well cared for the entire two weeks of her respite stay. The staff were outstanding in her care and personality always pleasant.
Food was varied and always enjoyed.
Her room was comfortable and well laid out, making it easy and accessible for her as she has very little sight.
The mattress

would be our only complaint, very lumpy. This resulted in a sore, painful back, and I had to order a mattress topper for the second week. Suprised there are not readily available for elderly people when comfort is important.

Reply from Julie Bees, Manager at Poets Mews Care Home - Avery Healthcare

Thank you so much for taking the time to write such a lovely review for us. Thank you also for your feedback which has been looked into and rectified.

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Review from A H (Granddaughter of Resident) published on 3 August 2023
Submitted via Postal Card • Report

Overall Experience

Poets Mews is such a lovely, beautiful care home. Staff are always welcoming and friendly. I know my grandma is happy living at Poets Mews as she is always happy and has always told me the staff treat her well. She always tells me the food is delicious. I would recommend Poets Mews to anyone looking

for a care home in Clevedon.

Reply from Julie Bees, Manager at Poets Mews Care Home - Avery Healthcare

Thank you so much for taking the time to write us a review. Your comments will be shared with the staff team. Kind regards.

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Review from D C (Grandson of Resident) published on 29 June 2023
Submitted via Postal Card • Report

Overall Experience

Excellent staff and good facilities.
More could be done to improve entertainment and stimulation.

Reply from Julie Bees, Manager at Poets Mews Care Home - Avery Healthcare

Thank you for your review. We appreciate your feedback. Residents have a monthly meeting and part of this is to discuss the wellbeing events and activities. We ask for their input to ensure we are providing the things that they want. We have this month's meeting tomorrow so will ask again for their feedback about this.

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Review from Louise L (Daughter-in-law of Resident) published on 22 June 2023
Submitted via Postal Card • Report

Overall Experience

My father-in-law has been looked after at Poets Mews for just over 6 months. The building is clean, light and well-kept.
The staff are all friendly and approachable. They are very good with my father-in-law. It is obvious that they know him well with a genuine rapport demonstrated between staff and

residents whenever we visit. We trust the staff to manage my father-in-law's care. Communication is good if we have any queries.

Reply from Julie Bees, Manager at Poets Mews Care Home - Avery Healthcare

Thank you so much for taking the time to write us a review. Your comments will be shared with the staff team. Kind regards.

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Review from Yvonne P (Daughter of Resident) published on 9 June 2023
Submitted via Postal Card • Report

Overall Experience

All at Poets Mews have been so welcoming and helpful to our mother.
The facilities at Poets are excellent. Standard of food and restaurants are also very good with a balanced and varied diet.
All staff have been very caring, reception, chef, managers, laundry, nursing staff etc. Suggestion would be

for more day trips out to shops or something in the community.

Reply from Julie Bees, Manager at Poets Mews Care Home - Avery Healthcare

Thank you for writing such a lovely review for Poets Mews. It's very important for us to be able to pass positive comments on to the team, it means a lot to us all. Thank you also for your suggestion, which we are currently looking in to.

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Review from Kate W (Daughter of Resident) published on 9 June 2023
Submitted via Postal Card • Report

Overall Experience

Positive welcome on arrival. Friendly and caring staff. Clean environment, beautiful gardens. First-class setting, making stay both positive and home from home.

Reply from Julie Bees, Manager at Poets Mews Care Home - Avery Healthcare

Thank you for taking the time to write such a positive review for us. I will be sharing this with the team.

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Review from W W (Respite Resident) published on 8 May 2023
Submitted via Postal Card • Report

Overall Experience

Poets Mews is clean, comfortable and peaceful with a relaxed and cheerful atmosphere. The staff, without exception, are caring and look after residents as if family. There is much laughter, privacy is respected but community activities are well-run.
I am only a temporary resident but would be happy

to stay here long-term if it became necessary.

Reply from Rachel Aran, Marketing Administrator at Poets Mews Care Home - Avery Healthcare

Thank you for taking the time to review Poets Mews Care Home in Clevedon. We are delighted to hear that you have enjoyed your short stay with us as a part of our loving care community. We would be happy to welcome you back at any time should the need arise. I will be sure to pass your kind words on to the rest of the staff team. Best wishes.

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Review from Ted C (Son of Resident) published on 25 March 2023
Submitted via Postal Card • Report

Overall Experience

We were welcomed with a great deal of warmth and care. It was evident that Mum had found a brilliant care home with delightful and professional staff. The facilities are excellent, being spacious, bright and appropriate to a range of needs. I know she is in a good place and will be well looked after.

Thank you.

Reply from Rachel Aran, Marketing Administrator at Poets Mews Care Home - Avery Healthcare

Thank you for taking the time to review Poets Mews Care Home in Clevedon. We are delighted to hear how happy you are with the care your mum has received from our dedicated staff team since being a part of our loving care community, giving you and your family peace of mind. Our housekeeping team take great pride in making the home clean and welcoming for residents, staff and visitors alike. Best wishes.

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Review from S N (Daughter of Resident) published on 13 March 2023
Submitted via Website • Report

Overall Experience

I was reluctant to write another review as I feel that the home has not lived up to our family’s expectations. With numerous managerial changes, the home has fallen short on so many levels, coupled with substantial annual fee increases. However, the tide does seem to be turning and although there are

still lots that need addressing, we have witnessed some positive improvements. The continuity of staff does seem to be a challenge, but there are some fabulous members of staff who go above and beyond their job description. My Mother’s key worker has been instrumental in getting my mother up and out of her wheelchair and keeps the family informed of progress. The Well-being member of staff does a fantastic job given. He is doing the work of what was originally a role for 2/3 people. My Mother’s room is not always cleaned to a high standard, but I can always tell when certain housekeeping staff have cleaned it as it is always spotless. An entry system would improve security.

Reply from Victoria O'Hara, Regional Director at Poets Mews Care Home - Avery Healthcare

Thank you for taking the time to give us your feedback. We are very pleased that you have seen positive changes at Poets Mews. Whilst recruitment in the care home sector is challenging, we continue to attract staff members to our team and we are glad that residents are benefiting from the continuity of care that brings. When you are visiting, we would encourage you to let the Home Manager, know if you feel we are falling short in any areas, or to discuss any suggestions that you have, so that we can address these for you. Kind regards.

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Review from Tania T (Daughter of Resident) published on 27 January 2023
Submitted via Postal Card • Report

Overall Experience

Poets Mews is excellent, they seem to do a good job of engaging the residents and seem to really care. It's clean and bright and almost feels like a posh hotel! There are many communal rooms for anyone who feels lonely but also it's ok if the resident wants some time on their own in their room. The

staff are excellent and very friendly.

Reply from Rachel Aran, Marketing Administrator at Poets Mews Care Home - Avery Healthcare

Thank you for taking the time to review Poets Mews Care Home in Clevedon. We are delighted with how satisfied you are with our home and the exceptional level of care provided by our dedicated staff team in order to provide person-centred care for all our residents. Our housekeeping team take great pride in making the home clean and welcoming for residents, staff and visitors alike. Best wishes.

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Review from Sandra E (Daughter of Resident) published on 29 November 2022
Submitted via Postal Card • Report

Overall Experience

My mother went into care at Poets Mews on 3-10-22. I have found that the care does not match the five-star facilities. Staffing issues and agency staff compound the problem.

Reply from Julie Bees, Home Manager at Poets Mews Care Home - Avery Healthcare

Thank you for your review of Poets Mews Care Home. I am sorry that we have not met all of your expectations. I would be very happy to schedule a face-to-face meeting to discuss your concerns and plan a way forward. Please feel free to contact me to make an appointment. Kind regards Julie.

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Review from Tina F (Daughter of Resident) published on 13 July 2022
Submitted via Postal Card • Report

Overall Experience

We used Poets Mews Care Home for two weeks respite for our Dad, he thoroughly enjoyed his stay here.

Reply from Rachel Aran, Marketing Administrator at Poets Mews Care Home - Avery Healthcare

Thank you for taking the time to review Poets Mews Care Home in Clevedon and for your amazing 5-star rating. We are delighted to hear that your dad thoroughly enjoyed his respite stay with us, in the loving care community that we create. Your feedback is much appreciated. Kind regards.

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Review from B P (Resident) published on 23 May 2022
Submitted via Postal Card • Report

Overall Experience

I have been a resident here for nearly three years. I consider the overall facilities only average and quite expensive for the services provided, but in recent months have come to an understanding with management and things are going a little more smoothly.
I am confining this review to a specific

point which is the state of the gardens which, although I consider to be first-class, leaves a lot to be desired in what I think would be the North East corner where outside one of the resident's rooms is an unsightly mass of flower pots in various stages of size and use and, believe it or not, including three watering cans.
I have mentioned this to management who appear to have done very little about the matter and the situation has got slightly worse over a period of time.

Reply from Alyson Day, Home Manager at Poets Mews Care Home - Avery Healthcare

Thank you for your feedback. We know that moving into a care home is a significant change, and that can be difficult, but we do our best to ensure that everyone settles in well. We also want our residents to know that moving into care doesn't mean giving up the things they love. As such, we encourage them to make their room and patio or balcony space their own, giving them the freedom to decorate it in any way they please. Best wishes, Alyson

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Review from P G (Son of Resident) published on 7 April 2022
Submitted via Website • Report

Overall Experience

My mother was a resident of the home from April 2020 until March 2022. Due to lockdown restrictions, family members had only limited opportunities to visit my mother during her first year at Poets Mews. Due to these restrictions, we were unable to visit her regularly in her room on the memory floor

until Summer 2021. When family members were able to visit my mother regularly in her room, we quickly became concerned about the standard of care she was receiving.
Many of the staff seemed to be trying to do their best but they did not seem to know what was expected of them and communication between staff members and at shift changes seemed to be non-existent. Staff could rarely answer questions about my mother's recent sleep patterns, about when she had last had any personal care or about what she had had to eat or drink. Care was haphazard at best, and seemed to depend on a member of staff remembering that my mother had not had personal care or remembering to offer her food and drink.

Reply from Alyson Day, Home Manager at Poets Mews Care Home - Avery Healthcare

Thank you for reviewing Poets Mews Care Home in Clevedon. We understand during the covid-19 national lockdowns it was an extremely frustrating and tough time for us all. We sincerely apologise that you feel this way and all concerns raised have been thoroughly looked into. Please do contact the Home Manager to discuss this matter further.
Best Wishes.

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Review from Kenneth P (Respite Resident) published on 25 June 2021
Submitted via Postal Card • Report

Overall Experience

The management and entire staff were extremely helpful and kind. They deserve a medal!

Reply from Rachel Aran, Marketing Administrator at Poets Mews Care Home - Avery Healthcare

Thank you for taking the time to review Poets Mews Care Home. Our highly trained staff team go above and beyond the standards each day to provide a safe, loving care community for all residents, even during challenging times such as the Covid pandemic. Best wishes

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Review from M B (Daughter of Resident) published on 23 May 2021
Submitted via Postal Card • Report

Overall Experience

My mother has recently entered Poets Mews Care Home. Due to the pandemic, we are unable to enter the home but she reports that the staff are kind, caring and supportive. She thinks the food is excellent and is looking forward to taking part in some of the activities they are offering. There seems to

be very varied and engaging programmes. We are very pleased with all the efforts of the staff in making mum welcome.

Reply from Ryan Farrelly, Marketing Assistant at Poets Mews Care Home - Avery Healthcare

Thank you for taking the time to review Poets Mews Care Home. It is a pleasure to have your mother as part of our loving care community. The well-being of our residents is our primary concern and we host a variety of activities daily. Our talented culinary team serve restaurant standard food at each mealtime and there are always different options on the menu to choose from. With the ease of the government restrictions, we look forward to inviting you into our home for more regular safe visiting. Best Wishes

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