Review from J C (Daughter of Resident) published on 13 December 2023
Submitted via Website • Report

Overall Experience

Tunbridge Wells Care Centre is excellent.
The staff are so caring, helpful and patient.
Nothing is too much trouble. The bedrooms and lounge areas are very comfortable and everywhere is spotless.
I appreciate very much that my father is being so well looked after.

Reply from Donna Barks, Home Manager at Tunbridge Wells Care Centre

Thank you for such a lovely review, our housekeeping team work very hard to ensure the home is always clean and tidy.

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Review from Valerie M (Daughter of Resident) published on 12 December 2023
Submitted via Website • Report

Overall Experience

I’m very impressed with the home. Very welcoming, the staff are all happy and friendly and I am happy to say Mum was well looked after and I was kept in touch by phone about any problem Mum had. Thanks for caring.

Reply from Donna Barks, Home Manager at Tunbridge Wells Care Centre

Thank you for a lovely review. Our team pride themselves in the person-centred care that they provide, ensuring families are kept up to date with any changes.

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Review from Lisa D (Daughter of Resident) published on 31 August 2023
Submitted via Website • Report

Overall Experience

Very happy with the staff, food and cleanliness of the home. If there had been any issues with Mum I have always been contacted straight away. I feel that Mum is safe and happy with her surroundings and that is very important to me and my sister.

Reply from Donna Barks, Home Manager at Tunbridge Wells Care Centre

Thank you for this review; we have just recruited a new chef, so it's good to hear that the food is good. The staff here at Tunbridge Wells Care Centre are very caring, and that shows as the residents feel safe and happy to be here.

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Review from R A (Wife of Resident) published on 17 August 2023
Submitted via Website • Report

Overall Experience

My husband has been in the home for just over 4 years. He loved the activities and was a lively participant until October last year when his health took a turn for the worst. Since then he has been cared for with such attention and compassion. I have no hesitation in recommending Tunbridge Wells Care

Centre.

Reply from Donna Barks, Home Manager at Tunbridge Wells Care Centre

Thanks you for a lovely review, I know the staff have become very fond of you over the years too. As you have experienced, we have very dedicated and caring staff at Tunbridge Wells Care Centre, who continue to provide person-centred care to each and every resident.

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Review from Jennifer K (Wife of Resident) published on 2 March 2023
Submitted via Website • Report

Overall Experience

My husband has been there nearly a year and a half and is very happy and well looked after.
My husband has dementia, but they still manage to get him to join in a few activities and eat in the dining hall. Also very good at getting him mobile.

Reply from Donna Barks, Home Manager at Tunbridge Wells Care Centre

Our staff on the Grosvenor Unit know our residents very well and they care for them in a very person-centred way, they know how to ensure all residents get involved in the activities even if it's just for a while.

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Review from Lawrence S (Brother-in-law of Resident) published on 2 March 2023
Submitted via Website • Report

Overall Experience

I have been visiting my sister-in-law for the past six/seven years and in all that time I have never had cause to complain about the treatment my relation has received or any ill-treatment along the way. When I call on her - normally once a week - I always find her clean, comfortable and at ease with

her surroundings. The staff on her floor change from time to time, however, kindness and patient understanding never fail to be of the highest order. It is necessary with her problems to be monitored round the clock, night and day - in all honesty, I can think of no other place where she would get any more personal attention. Well done.

Reply from Donna Barks, Home Manager at Tunbridge Wells Care Centre

Thank you for this lovely review, the staff here at Tunbridge Wells Care Centre really do care about each and every resident and work in a person-centred way, to ensure everyone feels well cared for and comfortable. We try to keep the staff the same on each unit, this isn't always possible due to absence, holiday and skill mix.

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Review from Lisa R (Daughter of Resident) published on 22 February 2023
Submitted via Website • Report

Overall Experience

My mother has been in the care home with vascular dementia for four years and my father has recently joined her with Lewy body dementia. They have both received excellent care. The nursing staff are knowledgeable of their illnesses and provide care tailored to their needs. They keep us up to date with

changes to their condition and care needs and are often able to guide us as to how we can best support our loved ones.
The care staff are great with some long standing members of staff, providing continuity for my parents.
Tunbridge Wells Care Centre have a lovely activities team and the staff get as many involved as possible.
I am a regular visitor and in the last four years there have been no areas of concern to my parents or other residence I have witnessed. They listen to family members and implement changes.
Many other homes would not take my mum four years ago as she had sundown syndrome too and was mobile and agitated. I am so glad they welcomed my mother as I’m sure this is the best place for her. Thanks.

Reply from Donna Barks, Home Manager at Tunbridge Wells Care Centre

Thank you for this review, Lisa, as you have mentioned the staff at Tunbridge Wells Care Centre really do care, they are very person-centred and treat all residents as individuals.

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Review from Glenda C (Daughter of Resident) published on 21 February 2023
Submitted via Website • Report

Overall Experience

My dad has been a resident for the last five months, his care has always been wonderful and the staff are amazing. Everything about his care, the support, dignity and kindness is everything and more a family member could want.
The staff are very approachable and will always find time to communicate

if need be.
The place is always spotlessly clean, no smells and the food is of an excellent standard.
There is always a lot of interaction between staff and residents too.

Reply from Donna Barks, Home Manager at Tunbridge Wells Care Centre

Thank you for this lovely review, Glenda, as you rightly note our wonderful staff here do a fantastic job of caring for everyone, I will pass on your praise at our next team meeting.

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Review from Tracey H (Daughter of Resident) published on 20 February 2023
Submitted via Postal Card • Report

Overall Experience

We are really pleased with the care given to my mum, she is treated well and with dignity. Medication is reviewed and we are informed of changes, all needs are considered and options given if and when extra care or assistance is required. The whole team are friendly and caring.

Reply from Donna Barks, Home Manager at Tunbridge Wells Care Centre

Thanks for this review, Tracey, it's nice to have our staff acknowledged for the great care they give to all residents.
I know they care for your mum deeply and have worked with you to ensure they care for your mum in a way you know she would choose.

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Review from Jean M (Daughter of Resident) published on 17 June 2022
Submitted via Website • Report

Overall Experience

There is always a wonderful peaceful air of calm in the home. My father has dementia, and he is always treated with respect, dignity and above all kindness. All the staff are gentle, caring and considerate of all his needs. There are always lovely activities on offer, and although my father is unable

to take full advantage due to his lack of cognitive ability, they always try to include him if they feel it will benefit him. The food is varied and excellent. The rooms are spacious, light and very well furnished. I have nothing but praise for all the staff who are friendly, cheerful, thoughtful and considerate. We had moved my mother and father in to live with us, and sadly, my father's needs are more than we could manage at home, and Tunbridge Wells Care Centre is genuinely the best alternative. I cannot thank the staff enough for all they do.

Reply from Debbie Inkersole, Operations Manager at Tunbridge Wells Care Centre

Dear Jean, many thanks for your kind review. We are so pleased that you feel our home is warm, friendly and welcoming, as well as clean and tidy. Staff work hard to provide a comfortable home-from-home for your loved one and our other residents, giving them all the care and attention that they so deserve!

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Review from Elaine P (Daughter of Resident) published on 1 June 2022
Submitted via Website • Report

Overall Experience

I don't think the words have been invented yet to say just how wonderful the staff are. My mum came with very complex issues, but they were simply amazing with her, kind, patient, loving and so caring. Once she settled, she was the most contented; she had been for many months and always well dressed,

clean and smelt lovely. I will never forget the day I went to visit, and she had been to the hairdresser, the first time for well over a year (thanks to Covid) she looked so beautiful; it bought tears to my eyes. Someone had taken the trouble to organise this, and it meant everything to me, and I will always remember her this way.
Mum passed away in May, but she and I were treated with respect and dignity right up until the end.

Reply from Debbie Inkersole, Operations Manager at Tunbridge Wells Care Centre

Dear Elaine, many thanks for your kind words, which are most appreciated by all of us here at the home. We are pleased that you have been satisfied with your mother's care. She was a much-loved member of the Tunbridge Wells Care Centre family and will be greatly missed, not just by staff but by all the friends she made here.

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

Overall Experience

I could not have wished for a better place for my mother to spend her final months. There is no doubt in my mind that her care was second to none. She was treated with dignity and encouraged to participate in the myriad of activities on offer. The rooms are spacious with ensuite facilities, ensuring

privacy. This is a very well managed home, which became my mother's home.

Reply from Debbie Inkersole, Operations Manager at Tunbridge Wells Care Centre

Dear Louise, thank you so much for your heartfelt feedback and comments, which mean such a lot to the team. We are very grateful that you chose our home for your relative’s care. She was such a lovely person, and it was our pleasure to welcome her to our family and look after her. As you can imagine, we miss her very much. Please accept, once again, our condolences on your loss.

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Review from G M (Daughter of Resident) published on 8 March 2022
Submitted via Postal Card • Report

Overall Experience

They are just wonderful.

Reply from Theresa Steed, Registered Manager at Tunbridge Wells Care Centre

Dear Gizele, many thanks for your kind review. We are so pleased that you feel our home is warm, friendly and welcoming, as well as clean and tidy. Staff work hard to provide a comfortable home-from-home for your loved one (and our other residents), giving them all the care and attention that they so deserve.

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Review from Rosalyn L (Sister of Resident) published on 23 February 2022
Submitted via Postal Card • Report

Overall Experience

The staff I have spoken to have been very kind and are ready to listen. It has been difficult at the moment, with covid but people have been allowed in, so I am grateful. I really am pleased with the way they have looked after my sister. It is all so difficult.

Reply from Theresa Steed, Registered Manager at Tunbridge Wells Care Centre

Dear Rosalyn, thank you for your kind feedback and for working with our team to ensure that your loved one receives the best possible care and support. We’re so happy to have you both as part of our Tunbridge Wells Care Centre family. I will pass on your comments to the team, who will be very happy to receive them.

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Review from Karen C (Daughter of Resident) published on 9 February 2022
Submitted via Website • Report

Overall Experience

My mother came to stay at the care centre for the end of her life. The staff have been very supportive and helpful. Unfortunately, because of Covid isolation, this has meant that a lot of the staff are agency carers, but again they are helpful. The staff are always obliging if I want my mother hoisted

into a chair so that she can get 10 minutes of fresh air.

Reply from Theresa Steed, Registered Manager at Tunbridge Wells Care Centre

Dear Karen many thanks for your kind review. We are so pleased that you feel our home is warm, friendly and welcoming, as well as clean and tidy. Staff work hard to provide a comfortable home-from-home for your loved one, giving them all the care and attention that they so deserve.

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Review from M C (Son of Resident) published on 8 February 2022
Submitted via Postal Card • Report

Overall Experience

The staff are friendly, polite and have offered great care to my mum. Any query or anything urgent has been dealt with effectively and with the utmost care. They keep in touch if anything is happening with your relative, straight away. All in all a very good place for any resident.

Reply from Theresa Steed, Registered Manager at Tunbridge Wells Care Centre

Thank you for your kind feedback and for working with our team to ensure that your loved one receives the best possible care and support. We’re so happy to have you both as part of our Tunbridge Wells Care Centre family. I will pass on your comments to the team, who will be very happy to receive them.

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Review from Philip S (Sister-in-law of Resident) published on 8 February 2022
Submitted via Postal Card • Report

Overall Experience

I have nothing but praise for the management and nursing staff of this care home. As well as my sister-in-law, the staff also looked after my brother for the last 6 months of his life. He told me that they were the happiest six months since his wife was admitted to hospital (and then this care home)

which was 5 years ago. The staff have always been, friendly, kind and understanding - I can't thank them enough.

Reply from Theresa Steed, Registered Manager at Tunbridge Wells Care Centre

Dear Philip, thank you for taking the time to write such a lovely review of our home. We have an amazing team that work hard to provide the best care and support for residents and their families. So it really is pleasing to receive such positive and encouraging feedback. Your relative is such a pleasure to look after and is very much loved here at Tunbridge Wells Care Centre. We look forward to seeing you and your family again when you next visit.

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Review from Steve H (Son of Resident) published on 29 December 2021
Submitted via Website • Report

Overall Experience

My dear mother was a resident in the care home and often complained about the food being cold. It wasn’t until I stayed with her that I realised the carers fed the staff in the dining area first, then residents in the room and last the residents who could feed themselves. The care staff failed to see

my mother was suffering from seizures and delirium after a fall in the care home, sustaining a nasty head injury. Most staff were kind but there were a few who were very nasty to my mother. The GP at the home gave my mother two weeks to live in August 21, they would only let us stay overnight for one night only. This care home refused entry during most of 2020/2021 and went over and above the guidance set out by public health England. There was no consideration given to the mental health and well-being of the residents at all during Covid, yet they relied heavily on agency staff working in numerous care homes who could come and go as they pleased but family could not!

Reply from Theresa Steed, Registered Manager at Tunbridge Wells Care Centre

Hi Steve, we are disappointed to hear that you are unhappy with elements of your mother’s care. As a determinedly independent lady, she preferred not to seek assistance. Immediately after her fall she went to hospital and had several scans plus independent GP care for this and her seizures. We did everything possible to ensure her safety and wellbeing. Her food was always checked with a temperature probe. Whilst the pandemic made things difficult, great consideration was given to our residents’ mental health and morale via a wide range of activities and, more importantly helping them maintain regular communications with their loved ones. Whilst agency staff were used, we were limited to those who worked solely for TWCC. We worked hard throughout to facilitate family visits as soon as we were allowed to do so safely by the government. The exception to visiting restrictions are that families of residents who are at end of life can visit and stay whenever they wish, as many have done.

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Review from C N (Daughter of Resident) published on 10 November 2021
Submitted via Website • Report

Overall Experience

Generally care is good although sometimes there is a lack of carers around if you need to speak to someone as they are dealing with other residents. There are consistently mistakes in the care notes which make these a waste of time as, if someone actually reviewed these they would realise there are

numerous errors, or the sentences do not make sense or contradict the previous sentence. Have raised this issue many times but there has been no overall improvement since the electronic notes were introduced. Some days it is obvious that the notes on my relative's record do not relate to him. Also sometimes when you speak to the carers what they actually say contradicts what the notes state. Very frustrating as these should be a true record of what is happening, but are far from this. The activities team is great and they provide varied schedules to keep the residents entertained.

Reply from Theresa Steed, Home Manager at Tunbridge Wells Care Centre

Carol, many thanks for taking the time to leave this review and raise these issues, especially around the quality and accuracy of the electronic care notes. We apologise for any inconvenience caused by these errors and will look urgently at what can be done to improve this process. However, we are pleased that you feel that the care is good overall and that our wellbeing activities are varied and entertaining. We are also happy to meet with you to discuss in more detail.

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Review from John M (Son of Resident) published on 8 November 2021
Submitted via Website • Report

Overall Experience

My Mother has been a resident at the care centre for over 11 months. The level of care and nursing is of a good standard and I feel she is safe and well looked after. The staff and management always attend to queries and requests and are friendly. The room is of a good standard and is kept clean. Regular

GP doctor visits to the home are also welcomed. Their response to the Covid 19 situation has been very professional.

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Tunbridge Wells Care Centre

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