Review from Anne S (Daughter of Resident) published on 17 April 2018
Submitted via Postal Card • Report

Overall Experience

My mother was placed in a very pleasant room with full-length windows, so she could easily watch the world go by. The staff were very pleasant, readily engaging in conversation with us as visitors. It was an agreeable surprise to find that visiting this care home was such an uplifting experience.

Reply from Emma Ellis, Admissions Coordinator at Harbour Care Centre

Thank you so much for the lovely review. It was a pleasure looking after your mum.

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Review from Warwick B (Husband of Resident) published on 15 January 2018
Submitted via Website • Report

Overall Experience

My wife is well cared for at Haven Lodge. The staff are caring and well managed.

In my scores, excellent is of the same standard as care at home, and good is close to home standard.

Reply from Anne Davies, Deputy Manager at Harbour Care Centre

Thank you so much for your feedback - we are doing everything possible to make Haven Lodge a great place to live. Thanks for your valued comments.

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Review from Graham S (Friend of Resident) published on 3 January 2018
Submitted via Website • Report

Overall Experience

I have experience of this care home for over 2.5 years and the standards have improved markedly since November 2016.

Reply from Fran, Home Manager at Harbour Care Centre

Thank you for your kind review.

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Review from Jon H (Son of Resident) published on 29 November 2017
Submitted via Postal Card • Report

Overall Experience

Truly excellent care for all members of staff with a warm welcome from reception right the way through. Residents are treated extremely well with trips and outings and good entertainment to stimulate all. Health and safety standards are high as are hygiene and cleanliness.

Reply from Fran Stockwell, Home Manager at Harbour Care Centre

Thank you so much for your lovely review. Our recent Boat trip was enjoyed so much that we are planning more outings for the new year.

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Review from June E (Wife of Resident) published on 17 November 2017
Submitted via Website • Report

Overall Experience

It's a pleasure to come visit my husband in this lovely home. The staff are excellent and really take wonderful care of him.

Reply from Fran Stockwell, Home Manager at Harbour Care Centre

Thanks for your kind words. It's a pleasure to look after your husband and we love it when you come to visit.

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Review from Sue E (Daughter-in-law of Resident) published on 16 November 2017
Submitted via Website • Report

Overall Experience

Haven Lodge is a wonderful home. The staff are very friendly and there is a lovely atmosphere. The care received by my father in law is outstanding.

Reply from Fran Stockwell, Home Manager at Harbour Care Centre

Thanks for your lovely review. Your feedback is always very much appreciated.

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Review from D G (Son of Resident) published on 18 August 2017
Submitted via Postal Card • Report

Overall Experience

Mum was a resident at Haven Lodge since November 2015. At all times, I felt she was in safe hands and was well cared for. Despite being very busy, the staff always find time to give personal attention to the residents. During the last 12 months, I have noticed a number of improvements in the home

- it's now a lot less 'clinical' and has a more personal and friendly atmosphere. Clearly, their efforts are paying off.

Reply from Fran Stockwell, Home Manager at Harbour Care Centre

Thank you so much for your kind and positive words. We are constantly striving to improve life at Haven Lodge and it is great to hear that this is very evident.

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Review from J H (Daughter of Resident) published on 3 August 2017
Submitted via Postal Card • Report

Overall Experience

All the care staff are very caring and mum loves all the activities. Things have got so much better.

Reply from Fran Stockwell, Home Manager at Harbour Care Centre

Thank you so much for your kind review. We are so pleased that you are finding Haven Lodge much better now.

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Review from P S (Daughter of Resident) published on 2 August 2017
Submitted via Postal Card • Report

Overall Experience

Mum was living at home and had high levels of anxiety since moving here, they have listened and she feels safe and happy.
When we took her home to see her house, she wanted to return to Haven Lodge saying she was happier there.

Reply from Fran Stockwell, Home Manager at Harbour Care Centre

Thank you so much, your mum is a pleasure to care for and we hope to get better and better.

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Review from L L (Daughter of Resident) published on 28 April 2017
Submitted via Postal Card • Report

Overall Experience

Before Christmas things were not very good at Haven Lodge with staff leaving all the time.
Since the new manager has taken over, the staff have stayed on and are actually smiling. There is a positive mood in the home and the residents are reaping the benefits of the activities that have been introduced.

It is a pleasure to go there now.

Reply from Fran Stockwell, Home Manager at Harbour Care Centre

Thank you so much for your lovely review. We are working hard to create a happy care team and environment here at Haven Lodge as this has a direct impact on the lives of the people who live with us. We are so pleased that the introduction of Home Makers and increased activities in the home is making such a difference.

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Review from Michael A (Son of Resident) published on 5 April 2016
Submitted via Postal Card • Report

Overall Experience

Made two visits 22nd and 23rd March 2016. I was impressed with the attitude. Reception staff were pleasant, chatty and welcoming. The residents lounge was bright and airy, members of staff appeared frequently and showed a cheery caring attitude to all residents (and visitors). They were also happy to

answer questions. I feel that my father is in good hands.

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Review from J C (Niece of Resident) published on 4 March 2016
Submitted via Postal Card • Report

Overall Experience

My auntie came from another home but she is so much happier and looks much better since she has moved to Haven Lodge. We are so pleased with the home. She was 100 last week and they gave her wonderful party for all the family and made us so welcome.

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Review from Martin W (Son-in-law of Resident) published on 12 February 2016
Submitted via Postal Card • Report

Overall Experience

Great care taken in a loving environment. Levels of dementia vary, my mother-in-law's is relatively average but even the worst are very well looked after. The whole environment is loving, caring and familiar.

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Review from P T (Wife of Resident) published on 3 February 2016
Submitted via Postal Card • Report

Overall Experience

I have a lot of experience of various care homes and wards at various hospitals with my husband. Haven Lodge is a very bright, modern, well appointed home, which is following the 'dementia matters' criteria very carefully, some care homes keep the clients in one room to supervise them closely, so they

lose freedom, but in Haven Lodge they walk freely up and down the corridors, which is brilliant exercise for everyone but is much harder work for carers and staff to supervise. New clients are naturally anxious but usually settle in quite quickly. The food is good and well balanced but perhaps more greens needed? Staffing is tight and various but on the whole, everyone does very well, in my opinion, more regular entertainment needed.

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Review from Peter S (Husband of Resident) published on 3 February 2016
Submitted via Postal Card • Report

Overall Experience

Generally the home is good, but lack of staff does mean that at times residents can be kept waiting for a toilet visit or pad change which does make considerable stress. Food is good, but again assistance to eat is sparse because of overstretched staff. The overall behaviour of staff is good and caring

, but agency staff are not as good. The home is clean and well kept. With some reservation I am satisfied with the overall care of my wife.

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Review from Chris G (Son of Resident) published on 27 January 2016
Submitted via Website • Report

Overall Experience

Staff are generally very caring but due to a shortage of staff most of the time and a high use of agency staff, they appear very overworked.

Cleaning of the rooms could be better and is very variable.

We have had problems finding things that go missing which is a concern when it comes to such

items as spectacles which are important to our mother. All items are labelled.

There is a general problem in communication due to the lack of staff.

Generally this is a very caring home but due to working with the minimum number of staff required - problems are not always resolved efficiently - or communicated to the relatives - ie falls, etc.

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Review from Glenda H (Niece of Resident) published on 20 January 2016
Submitted via Postal Card • Report

Overall Experience

Having moved our aunt to Haven Lodge from another care home last December to be nearer her family, we found the home to be excellent, the staff are caring, friendly and interact well with the residents. Aunty seems to have settled in well and is very happy in Haven Lodge. She thoroughly enjoyed her

100th Birthday party which the home put on for her!

Reply from Alan Stewart, Care Manager at Harbour Care Centre

Thank you for your response to our care for your aunt. We depend on such responses to support the staff providing care. You have provided essential feedback which is appreciated.

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Review from Graham C (Husband of Resident) published on 20 January 2016
Submitted via Postal Card • Report

Overall Experience

Haven Lodge has been home for my wife for 3 years. It meets her every need in a caring, supporting, dignified and personal way. Staff are committed to providing the best care and make up a happy family. Staff and management are very approachable and supportive and sympathetic to our needs.

Reply from Alan Stewart, Care Manager at Harbour Care Centre

Thank you very much for your kind response and observations on our Care Home. We appreciate feedback, which helps those supporting residents to have a personal and considered approach to their care.

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Review from M K (Niece of Resident) published on 20 January 2016
Submitted via Postal Card • Report

Overall Experience

Staffing problems - residents in lounge left unattended for over 15 mins, had to help resident needing toilet to sit back down as she was unsteady, went to find help and had to wait over 5 mins.
My aunt was smelling of faeces when I have arrived and no staff in view to attend, whilst 2 eventually found

and she was being dealt with, I was the only non-resident in the lounge: helping to prevent a fall of lady needing loo.
Generally staff kind and gentle but inadequate number to monitor lounge with several very frail residents. This is a nursing floor and cost reflects this.

Reply from Pat Sheppard, Regional Manager at Harbour Care Centre

Thank you for taking the time to write a review. We are pleased that you find the staff to be kind, gentle and treat your aunt with dignity. It is unacceptable that you found the lounge area unsupervised for this length of time, and residents in need of support. We monitor staffing levels daily and this is based on the current dependency of the residents. We are currently undertaking a recruitment drive and would welcome any input from relatives in this process. We are also undertaking a review of how and when staff engage with residents, and how residents are supported to take part in meaningful activities. We will also be carrying out observed practice which will include monitoring of support given in lounges. We would welcome the opportunity to share our findings with you.

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