Review from Sheila S (Partner of Resident) published on 25 April 2023
Submitted via Website • Report

Overall Experience

Upton Mill Care Home has been a wonderful experience for my partner who suffered a stroke in November 2022. After 4.5 months in two hospitals and a rehab centre, the change in him in only a few weeks at Upton Mill has been nothing short of remarkable! From staying in bed throughout the day he is now

up, showered, shaved and dressed daily and is mobile and walking around - only returning to his bed at night. As a result he is fitter, sleeping well throughout the night and eating meals at a table. The nursing staff are exemplary with referrals to all necessary services completed within a few days of arrival. The carers and the cleaners are cheerful, helpful and friendly. The management and receptionists are caring, considerate and professional. Catering is excellent with plenty of choice and great presentation at all mealtimes. Facilities are second to none - wonderful designs in the lounges and seating for all requirements and needs. Everyone is an individual at Upton Mill. Standards are high.

Reply from Sita Muzira, Home Manager at Upton Mill Care Home

Thank you so much for taking the time to review our home. We are delighted that you partner is doing so well with us and it is a pleasure to support you both. I will share your amazing comments with the team. Thank you again. With best wishes.

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Review from Jess G (Daughter of Resident) published on 25 January 2023
Submitted via Website • Report

Overall Experience

My parents enjoyed their stay at Upton Mill over Christmas and left feeling rested and cared for. The staff were very attentive, and they enjoyed the food very much. They had two rooms with a connecting door, which they found useful, allowing my mum to be helped at night without disturbing my dad.
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was very happy with the easy move-in at short notice and the kindness and friendliness of all staff I met. We were able to have a family gathering in the private dining room, which helped with making the stay more festive.

Reply from Sita Muzira, Home Manager at Upton Mill Care Home

Thank you so much for sharing your experience of Upton Mill. It was lovely having your parents share Christmas with us, and I am so glad they got the rest they needed while with us. Best wishes.

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Review from F F (Daughter of Resident) published on 13 January 2023
Submitted via Website • Report

Overall Experience

Following my mother's recent move to Upton Mill, we are very pleased with the levels of care and attention my mother has received. It has been a welcoming environment, all the staff are friendly, helpful and have responded efficiently to my mother's needs. She is thriving in her new environment and

taking part in the activities on offer which is heartwarming to see. Communication and feedback have so far, been excellent. Overall, we are confident we made the right choice for my mother.

Reply from Sita Muzira, Home Manager at Upton Mill Care Home

Thank you so much for sharing your experience of Upton Mill so far. Choosing a home for your loved one is so difficult and we are glad that you chose Upton Mill. I will share your wonderful comments with the team. With best wishes, Sita.

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Review from J R (Daughter of Resident) published on 12 January 2023
Submitted via Website • Report

Overall Experience

Nothing is too much trouble, from the administrative side facilitating my mother's move to her new home to the caring team looking after her. They have thoroughly assessed her needs, being very professional and kind. The food is of a high standard and the rooms are spotless. Most heartwarming of all

was to arrive and see my mum being involved in a Christmas party put on for the home. A very special home and being an ex-district nurse I feel that my review is an informed one. Thank you for what you all do!

Reply from Sita Muzira, Home Manager at Upton Mill Care Home

Thank you so much for taking the time to share your experience so far of Upton Mill. It is a pleasure having your mother with us and having you both become part of the Upton Mill family. I will share your comments with the team and look forward to more events in 2023! With best wishes, Sita

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Review from Charles B (Power of Attorney of Resident) published on 7 December 2022
Submitted via Website • Report

Overall Experience

My aunt moved into Upton Mill after a fall and a hospital stay in November this year. It has been a very smooth transition for her from living at home with a care package to becoming a permanent resident at Upton Mill. The whole home is excellent. It's clean, bright and fresh and has the feel of a very

positive, active environment, with a sense of community. I am delighted that my aunt has a place at Upton Mill and I know she is in the best place for her.

Reply from Sita Muzira, Home Manager at Upton Mill Care Home

Thank you so much for your glowing review of our home. We are delighted that your Aunt chose to make her home with us here at Upton Mill. With best wishes, Sita.

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Review from Garry H (Son of Resident) published on 6 December 2022
Submitted via Website • Report

Overall Experience

My mum spent three weeks at this home after leaving the hospital. At Upton Mill, she received exactly the sort of care she needed. A comfortable room, great facilities and above all, friendly and attentive staff. All in all, it was perfect to get her eating, active and on the road to recovery. Nice

residents too.

Reply from Sita Muzira, Home Manager at Upton Mill Care Home

Thank you so much for taking the time to review Upton Mill. We are so glad that we could help on your Mum's road to recovery and we continue to wish her well. With best wishes, Sita.

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Review from N M (Daughter of Resident) published on 22 November 2022
Submitted via Website • Report

Overall Experience

My mother has been a resident at Upton Mill since September 2022, having moved from her previous care home to be nearer to family. We have all been impressed with the cleanliness and decorative order of the home, home-cooked and delicious food, and the wide range of activities on offer, both inside

and outside the home. Personal care, laundry etc are of a high standard. Communication is good, with any queries promptly addressed. Obviously, it will take Mum a little time to adjust, at the age of 95, to her new surroundings but all the signs are good so far.

Reply from Sita Muzira, Home Manager at Upton Mill Care Home

Thank you for taking the time give us such a glowing review. We are glad that we have been able to help you all be closer as a family, it is a pleasure having your mother with us at Upton Mill.

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Review from Robert G (Son of Resident) published on 31 October 2022
Submitted via Website • Report

Overall Experience

My father has now been a resident at Upton Mill for just over a year. His initial needs were few and he was a relatively active 97-year-old. Unfortunately during the last few months, he has faced some real changes to his health.
His initial welcome and care from all the staff was exceptional, irrelevant

of their individual role we found that all the staff acted as carers and showed huge interest in the wellbeing and health of my father.
During testing times, their patience and care was exceptional and cannot be praised enough.
His needs have been more than met by a very professional team.
The food is well presented and plentiful with always a choice, his own personnel room meets all his requirements and the other facilities available, although not used that much by my father, are top class.
Finally, all the staff, have also been a great support emotionally and practically for me in the last twelve months.
I have nothing but praise for Upton Mill Care Home.

Reply from Sita Muzira, Home Manager at Upton Mill Care Home

Thank you so much for sharing your experience of our home with such a glowing review! I will share your comments with the team and thank you for choosing Upton Mill as a home for your father.

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Review from Susan C (Daughter of Resident) published on 5 September 2022
Submitted via Website • Report

Overall Experience

We were able to move Mum from a previous care home in September 2021. Our experience of Upton Mill Care Home is very positive, being purpose-built, beautifully presented and spotlessly clean. Equipment is always available, the bathroom is like a spa, dining is restaurant-style, ensuite room with television,

and plenty of space for personal possessions. We've used the Private Dining room to bring the family together. Communication is easy and responses are prompt, information about Mum's Care Plan is readily available, and we are encouraged to discuss her changing needs. Daily activities are relevant and participation is encouraged, and despite limited mobility, Mum is able to go out on trips in the mini-bus. While Mum is able to enjoy the 'retirement living' aspect, Upton Mill is able to meet her nursing needs too.

Reply from Sita Muzira, Home Manager at Upton Mill Care Home

Thank you for your amazing comments and such high praise for the team. Thank you for entrusting us with the care of your mum. We work hard to exceed all expectations and the team will be thrilled to receive this feedback.

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Review from J O (Respite Resident) published on 20 July 2022
Submitted via Postal Card • Report

Overall Experience

A short but pleasant stay.

Reply from Sita Muzira, Home Manager at Upton Mill Care Home

Thank you so much for your review of our home. It was a pleasure having you stay with us and do hope to see you again soon at one of our upcoming events. With best wishes, Sita.

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Review from Robert G (Husband of Resident) published on 24 June 2022
Submitted via Postal Card • Report

Overall Experience

My wife spent two and a half weeks convalescing after a serious operation and found the room and the bed very comfortable, and the care she received from the staff was truly excellent. The whole atmosphere here is caring and lovely. The staff are all so kind. In fact, we were so impressed that if in

the future we find that we cannot look after ourselves at home, we would be very happy to end our lives here at Upton Mill Care Home. Well done.

Reply from Sita Muzira, Home Manager at Upton Mill Care Home

Thank you so much for sharing your experience of Upton Mill. It was a pleasure supporting your wife following her surgery and we are so glad that we were able to help with her recovery. We hope to see you both soon at one of our upcoming events. Best wishes, Sita.

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Review from A D (Mother of Resident) published on 22 June 2022
Submitted via Website • Report

Overall Experience

We needed a care home for some respite for my mother, Upton Mill was a perfect place to go we went for a look round - what a lovely place. Mum went in for care and then decided to stay, staff are great food is great Mum is delighted with her new friends she has made staff and residents. Lots of interesting

activities, you can customise your room to make it your home, lovely garden to have a sit and a chat. Hair salon, cinema, lovely lounges, coffee lounge. Great package all in one place. The staff are wonderful and we can rest assured Mum is in safe hands.

Reply from Sita Muzira, Home Manager at Upton Mill Care Home

Thank you so much for taking the time to leave such a wonderful review of our home. We are delighted that your mother chose to stay and make Upton Mill her home. With best wishes, Sita.

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Review from J D (Daughter of Resident) published on 13 June 2022
Submitted via Website • Report

Overall Experience

Mum initially went into Upton Mill Care Home for respite in March. She settled in and soon decided to become a permanent resident. The staff are very friendly, helpful and very caring. Mum has been able to personalise her room. There are regular activities and recently a marquee was erected in the lovely

gardens and the staff organised a Jubilee lunch for the residents. The visiting families were also able to participate. It was well organised and the buffet was lovely, especially the chef's take on the Jubilee pudding.

Reply from Sita Muzira, Home Manager at Upton Mill Care Home

Thank you so much for your review of our home. We are delighted that your mother chose to stay with us. The Jubliee lunch was a particularly lovely day and we are so glad you could share that. Best wishes, Sita.

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Review from J J (Daughter of Resident) published on 20 April 2022
Submitted via Website • Report

Overall Experience

I have found all the staff very friendly, caring and kind. They are prepared to help my mum feel comfortable in any way they can. They have been kind and supportive of me too during a very difficult time. I am very grateful that my mum is living at Upton Mill Care Home.

Reply from Sita Muzira, Home Manager at Upton Mill Care Home

Thank you for taking the time to share your experience. It is our pleasure to care for your mum. With warm wishes, Sita.

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Review from R B (Respite Resident) published on 25 March 2022
Submitted via Postal Card • Report

Overall Experience

Friendly, helpful and efficient.

Reply from Sita Muzira, Home Manager at Upton Mill Care Home

Thank you so much for taking the time to review your stay with Upton Mill.

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Review from Roger V (Husband of Resident) published on 24 March 2022
Submitted via Website • Report

Overall Experience

In September 2020 my wife, who suffered with Lewy Bodies Disease, spent 11 days in this well-appointed new care home whilst I had needed respite.
Despite a detailed pre-admission assessment, Upton Mill failed to provide the essential care and safety measures required to adequately care for my wife.

During her stay, she was badly injured and did not receive the necessary medical treatment.
Following a fruitless, protracted complaints procedure the complaints were referred to the Local Government & Social Care Ombudsman (LGO) who now (after lengthy investigation) have just confirmed Upton Mill were at fault on several counts.
Subsequently, the Care Home have acknowledged “the distress and uncertainty for what the Ombudsman considers to be poor care, and on behalf of Upton Mill and Porthaven I wish to apologise" A nominal payment to acknowledge the injustice was made.
Upton Mill appears to have many good features but I would not recommend it for people with complex needs - e.g. Dementia.

Reply from Sita Muzira, Home Manager at Upton Mill Care Home

Thank you for taking the time to share your experience of our home. We would be remiss to say anything other than how sorry we are that we did not deliver on our own exacting quality standards and that your experience did not reflect that of our other residents and relatives. Concerns are always addressed as soon as they are raised, lessons are learned and all necessary improvements are made. Since your wife’s stay with us shortly after we opened in 2020, we would seek only to assure you that this is the case, and our recent Care Quality Commission three-day inspection, in which we were rated Good in four of five outcomes and Outstanding in the remaining, I hope, further demonstrates this.

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Review from T G (Son-in-law of Resident) published on 5 January 2022
Submitted via Website • Report

Overall Experience

My parents-in-law moved into Upton MIll in June 2021 and they quickly settled in and enjoyed the care and help they were receiving. We are very impressed with the kindness, efficiency and "niceness" of the staff at Upton Mill. When she moved in, my mother-in-law commented that she was impressed that

she was treated as a person and not just a "patient". That, I think sums up the attitude of the staff and management. We are kept informed, very promptly, of any problems that they encounter - be it supplies of toiletries or health problems. My mother-in-law has been diagnosed with vascular dementia and had to be moved from the ground floor (for residential needs) up to the first floor (for advanced nursing needs). We were consulted about the necessity for the change and involved in informing her about the move, which was done efficiently and carefully. The facilities are excellent and everything is spotlessly clean. The food is great and in almost constant supply.

Reply from Matthew Berry, Senior Home Manager at Upton Mill Care Home

Thank you so much for taking the time to review our home. It is an absolute pleasure caring for your parents-in-law here at Upton Mill and I am so glad you are able to share such a comprehensive review of life here. Thank you again.

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Review from Jenny B (Daughter of Resident) published on 5 January 2022
Submitted via Website • Report

Overall Experience

My Mum moved to Upton Mill Care Home nine months ago and from the outset, my sister and I have been extremely impressed with the quality of care provided. The staff are always welcoming, helpful, caring and professional. No task seems to be too much to ask. I am regularly contacted to ask if I have

any concerns about my Mum. Any queries I make are answered quickly. On the few occasions my Mum has been unwell, the nursing staff have been happy to discuss her condition and have provided exemplary nursing care. Having eaten in the dining room, I can say from first-hand experience that the food is delicious. My Mum's room is always spotless and she has enjoyed personalising it. She has been encouraged to be as independent as she would like to be and has enjoyed joining in activities that interest her. Upton Mill looks wonderful but the most important thing is that it really feels like a home and I am confident that my Mum is happy and well looked after.

Reply from Matthew Berry, Senior Home Manager at Upton Mill Care Home

Thank you so much for your review of our home. I will share your comments with the team. Thank you again for choosing Upton Mill.

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Review from R B (Son of Resident) published on 5 January 2022
Submitted via Website • Report

Overall Experience

A very caring “four-star hotel quality” home. New, custom-built home so standards inside the building are excellent. Always quite a bit going on. But they are also being very careful with respect to Covid. Cannot fault their professionalism. Sometimes staffing levels are a bit low but the staffing challenges

are huge, especially around Christmas/New Year with Covid challenges on top. Fees are a little on the high side for similar homes but you get what you pay for. No hesitation in recommending.

Reply from Matthew Berry, Senior Home Manager at Upton Mill Care Home

Thank you for your review of our home and for sharing your experience.

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

Overall Experience

My Dad has been at Upton Mill for almost 4 months. Both he and I are extremely happy with the level of care and attention he receives. Staff are capable, caring and patient and have time to do their jobs. They are friendly and show initiative. Every effort is made to understand my Dad’s wishes and idiosyncrasies

and to make his life as happy as possible. Nothing is too much trouble. I am kept well-informed about his wellbeing and any query is answered promptly and in detail. My Dad says “The staff try very hard” and “The facilities are very good here”. He also looks forward to the meals which are excellent. There are activities, but my Dad is not coerced to go to things that don’t interest him. I notice that his room is always clean, as are his clothes and shoes, and that there is always a drink within easy reach. It gives me peace of mind to know that my Dad is receiving the best possible care in his old age.

Reply from Matthew Berry, Senior Home Manager at Upton Mill Care Home

Thank you so much for your wonderful review of our home. We are very proud of the service that we offer and I am glad that both you and your father chose Upton Mill as his home. It is a pleasure to support him here and I will share your comments with the team. Thank you.

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Upton Mill Care Home

Care Provided by Upton Mill Care Home

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Funding & Fees Guide for Upton Mill Care Home

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