Review from S L (Resident) published on 30 January 2024
Submitted via Website • Report

Overall Experience

Brilliant staff, very well looked after. Food is good home comforts and facilities are excellent. I love the tranquillity of the village a perfect place for my retirement worth the money. Family and friends are always welcome. I am free to come and go as I please which wasn’t the case in other care

homes. The care floor is divided into two sections one for general nursing care and the other being for dementia. This works as the separation allows the nursing area to be calm and quiet.

Reply from Damian Fairclough, Senior Village Adviser at Richmond Villages Letcombe Regis

Many thanks for your feedback and positive comments. It is lovely to know that you enjoy the setting of the village and feel at home and settled. It is so nice to have you with us. Damian

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Review from Mark J (Son of Resident) published on 5 September 2023
Submitted via Website • Report

Overall Experience

Richmond Village was chosen for my father for many reasons but one very importantly was for the ability to add additional care as and when it became necessary, which we knew it would be. When the time came, we were told, in fact we were always kept informed of any issues, the time for additional care

being one of them. His care requirements increased very rapidly and very dramatically but were arranged immediately and without fuss. The culture is one of nothing is too much trouble and any needs however big or small will be and were dealt with in an effective and efficient manner. My father’s last weeks after a long and fruitful life were made comfortable, painless and calm by the attention of not only his family but also most particularly the care, commitment and sensitivity of the staff be they the care staff themselves or the office staff.

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Review from Jeremy C (Husband of Resident) published on 26 July 2023
Submitted via Postal Card • Report

Overall Experience

Knowing that my wife has to go into care, my sister and I visited eight homes in Oxfordshire. Richmond Villages Letcombe Regis was chosen as the atmosphere was delightful. My wife's room has a fine view over a lake and woodland, the Vale of the White Horse beyond. The homely atmosphere is on of peace

and tranquillity with high-quality furnishings and decoration. It has taken my wife over a year to settle, a year in which she had become very agitated and depressed at times. However, at all times the caring staff were able to calm her. I was most pleased to receive telephone calls when my wife had fallen, this indicated that she was well monitored for care. I was advised when 1 to 1 care was suggested and agreed, the cost was considerable, but I understood that she reacted favourably and this care became unnecessary. My wife began to take part in activities, the staff in the department being excellent. Richmond Villages Letcombe Regis is virtually home from home, as visiting improves my own life becomes less stressful.

Reply from Josephine Gray, Head of Care at Richmond Villages Letcombe Regis

Thank you for your kind review. It is a pleasure to have your wife with us here at Letcombe. It took a while for her to settle with us but she now seems very contented. She socialises well with the residents and enjoys taking part in activities. She enjoys your visits and the staff are always pleased to see you and I know your wife loves it when you bring your dog. Best wishes.

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Review from C S (Daughter of Resident) published on 9 June 2023
Submitted via Website • Report

Overall Experience

My parents have been residents for two years and during that time the food has deteriorated massively. They are sometimes unable to eat the meals.
The laundry is also a big issue as they have had to replace a large number of jumpers, blouses and trousers which have shrunk.
The cost of the accommodation

is not cheap and this added expense is very stressful for them.
The staff are lovely, however, a large number of long term staff have recently resigned.

Reply from Ian Robertson, Village Manager at Richmond Villages Letcombe Regis

Thank you for your honest review, we take all feedback seriously and I'm sorry our services have let you down. Please be reassured that I will be discussing your concerns with the relevant departments. Thank you once again.

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Review from G B (Resident) published on 7 June 2023
Submitted via Website • Report

Overall Experience

Due in part to an unprecedented amount of experienced personnel leaving over the last few months, remaining employees have been under a great deal of pressure. Nonetheless, every effort is made in all departments to ensure residents are well cared for, albeit in some cases with limited resources. Supper

club, bistro evenings and etc. are well received and special occasions are adequately catered for. However, everyday meals are often below the standard one would expect for the money we are paying. The spa and other activities are well organised, with varied entertainment to suit all tastes. However, a meeting/indoor games room large enough to be fit for purpose is required; it’s unsatisfactory to be using the restaurant for all in sundry. Laundry has at times been questionable and several of our jumpers, trousers and blouses have shrunk, which means added expense in buying new clothes. Statistics are important, but actions speak louder than words.

Reply from Ian Robertson, Village Manager at Richmond Villages Letcombe Regis

Thank you for your honest review. Please be reassured that we take all feedback seriously and your points with be discussed with the relevant teams. Thank you again.

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Review from Lynne B (Daughter of Resident) published on 6 June 2023
Submitted via Website • Report

Overall Experience

It has been over six months since Mum moved into Richmond Letcombe Regis on a permanent basis and she has settled in so well there. The rural location is peaceful and beautiful, which is what Mum was used to at home, so I am sure that has helped. The lovely gardens and facilities within the village

more than meet her needs and ours and the onsite cafe helps make visiting a pleasure.
Whilst the setting and village are just perfect it's the staff at Richmond Letcombe that really makes it home for mum and so reassuring for us. They are incredibly caring, thoughtful and patient and now feel like an extension of our own family, we are truly grateful to them all.

Reply from Ian Robertson, Village Manager at Richmond Villages Letcombe Regis

Thank you very much for taking the time to write such a kind review. We are so pleased to hear that Mum has settled in well and is happy here in Letcombe Regis. Our gardens are bursting with life and we hope you continue to enjoy them during the summer months!

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Review from Marion S (Resident) published on 22 May 2023
Submitted via Website • Report

Overall Experience

My husband and myself have lived here for almost two years in one of the independent living apartments. We really feel as if we have been on holiday in a beautiful part of the country for the whole two years. We have fabulous opportunities for walking, bird watching and communing with nature.
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team put on various events including visiting musicians, singers and dancers, car shows etc.
I have also started several new hobbies that I've not had time for in the past.
We have found that you can be as independent as you wish, if you are able, in the knowledge that there is support when you need it. We have recently needed regular help from carers and they have been very caring and friendly whilst knowledgeable and professional.

Reply from Ian Robertson, Village Manager at Richmond Villages Letcombe Regis

Thank you for your kind review, we really appreciate you taking the time to write and let others know of your experience. We're delighted to hear that you're happy here and that you have found lots to keep you occupied, we strive to try and cater for all tastes as best we can. Thank you once again and we hope you continue to enjoy living here in Letcombe Regis!

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Review from Richard D (Brother-in-law of Resident) published on 10 May 2023
Submitted via Website • Report

Overall Experience

My sister-in-law had found living on her own in London to be too difficult and challenging and asked us to find a care home near to where we live. It didn’t take us too long to discover that Letcombe Regis Richmond Village offered all we (and she) were looking for.
It is beautifully appointed in it's

own lovely grounds and has so many facilities to offer residents. Our meetings with the team there were always conducted very professionally and also with great kindness.
My sister-in-law became a permanent resident in September 2022 and since then everything about the home has confirmed that our choice was correct.
She is so well cared for, has a lovely room overlooking an area of natural woodland where she enjoys observing nature from the large windows in her room.
She was a little uncertain about everything in her first couple of months but is now really loving it - involving herself in flower arranging, cookie baking and various music events.
A great home and a perfect choice.

Reply from Josephine Gray, Head of Care at Richmond Villages Letcombe Regis

Thank you for your kind review. It is a pleasure having your sister-in-law with us and very rewarding to see her improve and take part in all aspects of life on the care floor and beyond.

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Review from Alan M (Respite Resident) published on 14 April 2023
Submitted via Website • Report

Overall Experience

I spent two weeks at the Richmond in Letcombe Regis recovering from a major back operation in February 2023. The main purpose was to have care on hand if the wound in my back did not heal properly and to avoid all lifting and major effort as I got back to walking again. The care I received from staff

at the home was excellent. Members of staff were, without exception, extremely helpful, supportive and friendly. As my walking improved, I was able to get out for walks in the beautiful Letcombe Brook Valley. Towards the end of my stay, I could venture out onto the adjacent nature reserve. I was also able to go to the on-site cafe, which is open to those staying in the home as well as villagers and visitors. As a place to recover from an important operation the Richmond in Letcombe Regis was ideal. The only significant problem which I had was the poor mobile phone reception which appears to be a problem in all the villages along the foot of the Downs.

Reply from Josephine Gray, Head of Care at Richmond Villages Letcombe Regis

Thank you Alan for your review. I am pleased that you had a pleasant experience at Letcombe Regis and that you were able to recover from your operation with the support of our team.

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Review from Evelyn H (Daughter of Resident) published on 6 April 2023
Submitted via Website • Report

Overall Experience

As a regular family member visitor over the last 5 years I can only describe Richmond Villages Letcombe Regis care home as truly outstanding both professionally and supportive to their residents. Management, the care teams and nurses have to undertake very difficult challenges night and day associated

with the nature of the illness and this certainly stands out due to the quality of the care given, the compassion and professionalism. All staff appear to go above and beyond their daily tasks making sure Richmond is a very cheerful and secure place for the residents to call their home. The resident's happiness and welfare are of paramount importance and this appears to be constantly adhered to. Due to the constant expertise and dedication from all staff members whichever field they work in Richmond Villages Letcombe Regis has grown from strength to strength in recent years overcoming certain hurdles ie COVID and I have no doubt whatsoever this will continue in the future constantly making improvements and progress where it is required.

Reply from Josephine Gray, Head of Care at Richmond Villages Letcombe Regis

Thank you Evelyn for your review. It is a pleasure to look after your mother and all the team are very fond of her. We appreciate your comments and the time you have taken to send such a lovely review. Our aim is for all residents to receive the highest standard of care and for all relatives to feel confident while entrusting us with their loved ones. Thank you.

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Review from Ann L (Resident) published on 27 February 2023
Submitted via Postal Card • Report

Overall Experience

Richmond Letcombe Regis has a great deal to offer it's residents. Within large grounds, there is a spa with large swimming pool, gym and three seated exercise classes.
There are many interesting activities available which include a book club, discussion groups and memory games and also craft activities,

all of which allow for plenty of social interaction. There is a choice between living independently or with additional support where necessary.

Reply from Ian Robertson, Village Manager at Richmond Villages Letcombe Regis

Dear Ann, thank you so much for your kind review, we really appreciate you taking the time to share your thoughts. I'm delighted to hear that you are pleased with our range of facilities and activities, we are constantly striving to create a fun and vibrant community for all so if you have any ideas or suggestions please do let us know.
Thanks again!

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Review from Hamish M (Husband of Resident) published on 20 February 2023
Submitted via Postal Card • Report

Overall Experience

My wife is as contented and comfortable as she could be away from home. Her care and nursing needs (advanced Parkinsons) are attended to with competence, patience and good humour. Additional services (food, laundry etc) are of a high standard. A greater opportunity for residents to spend time outdoors

would be good; as would a lesser dependency on agency staff.

Reply from Ian Robertson, Village Manager at Richmond Villages Letcombe Regis

Dear Hamish, thank you for your kind words, we're so pleased you're happy with your wife's care here in Letcombe Regis. Thank you also for your suggestions, we will take those on board and be in touch. Thanks again.

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Review from Amanda K (Daughter of Resident) published on 10 February 2023
Submitted via Website • Report

Overall Experience

My father was discharged directly from the hospital to Maple Ward in July 2022 and remained there until his death in October 2022. He received the most exemplary standard of care whilst there. At the same time, my mother moved into a flat within Richmond Letcombe and was able to visit Dad as many times

as she wished each day. I also live reasonably locally, so we were both regularly dropping in on him unannounced. Every time we visited, often without notice, we saw that Dad was being treated with kindness, dignity and complete professionalism. His favourite radio channel was always put on for him, and he was always beautifully turned out in his own clothes and surrounded by pictures and books from home. He regained a significant amount of the weight he had lost in the hospital, the staff taking every measure to ensure he ate and drank well. We can't thank the team on Maple Ward enough for ensuring that Dad's final days were as peaceful and dignified as one could ever hope for.

Reply from Josephine Gray, Head of Care at Richmond Villages Letcombe Regis

Thank you for your review. It was a pleasure to look after your father and the family as a whole and to support you through that difficult time.

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Review from P P (Partner of Resident) published on 12 December 2022
Submitted via Postal Card • Report

Overall Experience

My 94-year-old partner received a diagnosis of dementia in May 2022. He had respite in Maple Ward Letcombe Regis and I was very impressed by all aspects. I cannot comment on the meals because I was not present but I thought all other aspects of his care was exemplary. He was a resident from 4th to 16th

November 2022.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Richmond Villages Letcombe Regis

Thank you for your kind review. It is so lovely to hear you describe the care your partner received as exemplary, we are glad that we were able to offer the support you both needed at that time.

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Review from Annie S (Daughter of Resident) published on 25 March 2022
Submitted via Website • Report

Overall Experience

From the first phone call to Richmond Villages Letcombe Regis, it was a whirlwind of action! My father was ready to be discharged from hospital and needed more end of life nursing care than we could provide at home. My initial contact was so positive and helpful and dad was whisked from hospital to

Richmond within 24 hours. The staff looking after him were forward-looking and understood every need. Their kindness in maintaining his comfort and dignity I will not forget. Even after his passing away, he was treated with the utmost respect. The whole experience has been hugely positive and knowing that Dad had a pain free and peaceful last 10 days has been a great comfort. Thank you all.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Richmond Villages Letcombe Regis

Thank you for taking the time to leave us your comments. We are so sorry for your loss but are glad to hear that you took comfort in knowing how well your Father was cared for in his final days. Thank you again for taking the time to write your review.

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Review from J K (Sister of Resident) published on 25 August 2021
Submitted via Postal Card • Report

Overall Experience

The nursing staff lead did not understand what palliative care of the dying involved. There was no preparation to receive the resident and no forward plan of the possible needs of the resident. The nursing and care staff did their best, but the overall impression was that BUPA were cutting corners and

saving costs.

Reply from Gale Reece, Head of Care at Richmond Villages Letcombe Regis

Regarding your recent experience in our care setting. Clearly, our care did not meet your expectations. For this, I do sincerely apologise for the negative experience that you had with our care team. I am very sorry to learn of your experience and can understand how upsetting this has been for you and your family. I also want to assure you that we take these concerns very seriously and this is not the patient/family experience we strive for.

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Review from Lauren H (Granddaughter of Resident) published on 14 July 2021
Submitted via Website • Report

Overall Experience

My grandparents were at this care home from summer 2018 until May 2021. At first, we believed it was a nice place - it certainly is in a lovely setting. But from July 2020 until my grandparents moved to another care home in May 2021, Mum and I had ten months of hell, trying to improve the food (which

was of poor quality, poorly cooked and poorly presented), the temperature of the food (the food was being served cold - it was eventually sorted after three months of complaining), communication (which was poor all throughout the pandemic, with communication only happening when we got in touch, requesting an update). Residents were left with no hot water in their bathrooms for three weeks and we were told that it was difficult to rectify because of the pandemic. Management was consistently dismissive of complaints, even the Managing Director of Richmond Villages was dismissive. Terrible care home.

Reply from Phillippa Cook, Village Manager at Richmond Villages Letcombe Regis

We are sorry to read your review. The welfare of our residents and team are always our priority and we strive to ensure that they are safe and happy. Please be assured again that when you raised your concerns at the time we listened and addressed your concerns and implemented changes. We have also put measures in place to ensure that if we are faced with this situation again we are able to rectify any issues quickly.

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Review from M K (Resident) published on 29 June 2021
Submitted via Postal Card • Report

Overall Experience

Due to the unavailability of an NHS bed, I was discharged from hospital. Based on the discharge notice I was incorrectly assessed a needing for category 5b nursing care for 2 weeks. I did not need assistance with dressing, washing, toileting or mobility so they should have returned me to the ALU.

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Review from George P (Resident) published on 16 June 2021
Submitted via Website • Report

Overall Experience

We recently viewed several Retirement Villages and none could compare with Richmond Letcombe for ambience, facilities and properties. We quickly decided to buy an apartment greatly helped by the practical advice and enthusiasm of the sales. The whole process of buying was dealt with professionally and

in no time we were moving in.
Moving is very stressful and all the staff have gone out of their way to be helpful and nothing has been too much trouble. We needed some work carried out in the week before we moved. This was all organised and supervised on our behalf and on arrival the apartment was immaculate.
We are not the most sociable couple, other residents have introduced themselves and warmly welcomed us but are happy to give us space to settle in. Slowly we will probably join but there is no pressure to join the bridge gang!
When we need more support I am assured that the care home and staff are the very best.
So far so good and to be highly recommended.

Reply from Stephanie Tucker, Village Adviser at Richmond Villages Letcombe Regis

Thank you for your kind review. We are delighted that you chose Richmond Letcombe and that your move went smoothly. We wish you a warm welcome to the village.

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Review from Simon B (Son of Resident) published on 16 June 2021
Submitted via Website • Report

Overall Experience

My mother has dementia and has been a resident for several months now. She is very happy and finds the staff friendly and caring. Since arriving she has moved rooms and all have been well decorated and furnished. She has been well looked after and following a couple of falls, the staff phoned to let

me know and reassure me that she was okay.
Minor criticisms: Mum and other residents on the care floor, complain about the food, both the way it is cooked and also that it is often cold. At first, I thought that it was just Mum being finicky and eating very slowly, but now that I have been able to visit, I understand that other residents feel the same way.
Secondly, I think communication could be a bit better. I realise that Covid has caused difficulties but on several occasions, I have either emailed or phoned staff with a request and have had to chase to ensure things happened. I have taken both things up with management.
Overall, Mum and I are happy with her care.

Reply from Phillippa Cook, Village Manager at Richmond Villages Letcombe Regis

Thank you very much for taking the time to write a review. We take all feedback very seriously and will always strive to improve our service.

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Richmond Villages Letcombe Regis

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