Heather View

Beacon Road, Crowborough TN6 1AS
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9.9 126 Reviews
  • Heather View, Crowborough
Heather View in Crowborough offers high-quality care in luxury surroundings. The dedicated team works hard to provide respite and permanent residential, nursing and dementia care for older people. They also offer compassionate end of life care.

The home has been designed with residents in mind. There are a range of premium facilities including a café, cinema room and hair salon, helping residents to continue to live a fulfilling life in a safe and happy environment.

There is always something to do at Heather View. The team get to know every resident, learning about each individual’s hobbies and interests, and they create care and lifestyle plans tailored to their needs.

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Care Provided by Heather View

  • Primary Care Categories
  • Dementia
  • Mental Health Condition
  • No Medical Intervention
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Care Types Provided
  • Dementia Nursing Care
  • Dementia Residential Care
  • Nursing Care
  • Residential Care
  • For a maximum of 74 Service Users
  • Privately Owned
  • Care Offered
  • Alzheimer's
  • Bariatric Care/Obesity
  • Bipolar/Manic Depression
  • Cancer Care
  • Cerebral Palsy
  • Epilepsy
  • Head/Brain Injury
  • Hearing Impairment
  • Multiple Sclerosis
  • Muscular Dystrophy
  • Neuropathic
  • Parkinson's Disease
  • Schizophrenia
  • Speech Impairment
  • Stroke
  • Visual Impairment
  • Other Care Provided
  • Convalescent Care
  • Palliative Care
  • Separate Specialist Dementia Care Unit

Good to Know

  • Person in charge
  • Sadie Porteous (Home Manager)
  • Admission Criteria
    • Ages 55+
  • Room Information
    • Single Rooms (74)
    • Single Rooms with ensuite Wet Room (74)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Last Refurbishment: 2013
    • Number of floors: 1

Funding & Fees Guide for Heather View

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • NHS Continuing Healthcare (CHC) Funding
  • Weekly Charges per Person
    • Self-Funded Residential Care from £1,887
    • Self-Funded Residential Dementia Care from £1,977
    • Self-Funded Nursing Care from £2,127
    • Self-Funded Nursing Dementia Care from £2,217
    • RESPITE Self-Funded Residential Care from £2,097
    • RESPITE Self-Funded Residential Dementia Care from £2,187
    • RESPITE Self-Funded Nursing Care from £2,337
    • RESPITE Self-Funded Nursing Dementia Care from £2,427

  • Fees are subject to a pre-admission needs assessment which is required to fully understand the level
    of care and support required by each individual. Premium rooms normally require an additional charge.
    Nursing fees include the Funded Nursing Contribution (FNC) if you are eligible.


    What’s included?
    • All care and support including a monthly review of care plans
    • All meals, snacks and drinks freshly prepared every day by our chef
    • In-house café with homemade cakes, and a variety of speciality teas and coffees
    • Use of in-house cinema
    • Access to landscaped gardens
    • Activities and lifestyle programme
    • All utilities and other accommodation costs
    • Housekeeping and laundry services
    • WiFi internet access


    Please note, the weekly fee does not include hairdressing, chiropody or other healthcare visits or
    appointments not covered by the NHS, toiletries, newspapers or magazines, any over the counter
    medications that a GP wouldn’t normally prescribe such as paracetamol and indigestion relief, and any
    other privately arranged healthcare. Should you require an escort to hospital appointments, we may apply
    an agreed hourly charge for this service.
  • (these prices are only a guideline, please contact Heather View to find out the exact price for your requirements)

Facilities

  • Bar/Café
  • Close to Local shops
  • Gardens
  • Ground Floor Accommodation only
  • Lift
  • Minibus or other transport
  • Near Public Transport
  • Own Furniture if required
  • Phone Point in own room
  • Residents Internet Access
  • Residents Kitchenette
  • Stairlift
  • Television point in own room
  • Wheelchair Access

Heather View Reviews (126)

Total of 126, showing 81-100
9.9

Heather View has a Review Score of 9.9 (9.852) out of 10, based on 31 reviews in the last 2 years. Over all time Heather View has 126 reviews.

Overall Experience

  • 95
  • 27
  • 2
  • 2
  • 0

Date Published

126
7
10
31
94

Review from Richard H (Son of Resident) published on 19 December 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Heather View provides an outstanding level of service in all aspects of provision: leadership and management, catering, domestics, reception and, most importantly of all, care. Residents are well known by all staff who treat them with respect and sensitivity and cater for their individual needs. High
standards are maintained consistently and it is a great place to visit at any time - the atmosphere is always positive, cheerful and uplifting with a well thought out and excellently delivered activities programme. I am extremely happy with Heather View, it is an exemplar of good practice and I am very pleased to recommend it to others.

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Review from R E (Respite Resident) published on 30 November 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Attitude and competence of the staff was excellent throughout - a very high standard indeed.
Layout and room all very convenient - advantage of being purpose-built.
Food somewhat less than high standard.
Virtually everything precooked/frozen. Vegetables all overcooked, tasteless and mushy - not really
fresh. Gained access to fresh fruit - an important alternative to sweet and heavy desserts.
Coffee - did not taste like coffee - very poor.
Quantities OK.
Sandwiches an exception to the criticism above.

Reply from Amy Wilson, AD at Heather View

Thank you for taking the time to feedback to us and I am pleased that you are happy with your overall experience, particularly with the team at Heather View. I’m sorry you feel the food was not up to a high standard – I would like to assure you that our chef and her team prepare every meal fresh each day – we do not use frozen meals – and we always do our best to provide choice and variety based on residents’ feedback and requests. I understand that you stayed with us as a part of a respite stay – if you do plan to return to Heather View again then we’d be happy to speak with you in advance to make sure we provide meals that you will enjoy.


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Review from Maxine H (Daughter of Resident) published on 22 October 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum spent 2 weeks respite at Heather View in Crowborough and had a lovely time and felt very welcome there. The home is bright and friendly, the staff that looked after mum were, in her words "lovely", tending to all her needs and really caring for her, she especially enjoyed going downstairs and spending
time in the garden area. Mum also enjoyed the variety of food at meal times and ate really well during her stay.

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Review from K M (Daughter-in-law of Resident) published on 25 September 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Heather View have made my mother in law’s transition into the care home very simple, easy and stress free. My mother in law, although it has only been for a couple of months, seems to have settled well and really enjoys her time with the many activities on offer. The staff have been great and we couldn’t
have asked for a better service.

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Review from David P (Husband of Resident) published on 11 September 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The facilities are excellent and the staff are delightful and well trained.

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Review from Rosemary M (Sister of Resident) published on 28 August 2018
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My sister has been well cared for and settled for the last two and a half years at Heather View. Her care needs are complex and the staff handle these well. The only times that there have been problems have been because of Agency staff moving her incorrectly. She does find the new later meal times stressful.
She sometimes has visitors and also appointments at 2:00 and is often still eating her lunch when they arrive which upsets her.

Reply from Amy Wilson, AD at Heather View

We are delighted that your sister is happy and well cared for whilst living at Heather View – thank you for taking the time to let us know.


We are sorry that you note that you feel that our agency team colleagues may have moved your sister incorrectly. We can assure you that all team members caring for residents at Heather View have robust training in moving and handling techniques and we will ensure that all colleagues are reminded of this.


We will also ask our chef to visit your sister along with the home manager to discuss her mealtime preferences so that she can enjoy her day as she would like.


Thank you again for your comments, and we hope you will continue to enjoy your time spent visiting your sister at Heather View.


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Review from Lu G (Daughter of Resident) published on 23 August 2018
Submitted via Website • Report

Overall Experience  Overall Experience 2.0 out of 5

After a very impressive PR introduction to Heather View and promised activities/ attention that would be afforded for our Mum, we booked a ten-day respite stay. On arrival, the receptionist rolled her eyes at one of our party who was unable to take the lift and needing the stairs. There was no one to
greet Mum, the receptionist showed us her room, we unpacked - only for there to be a query if this was her room. It wasn't and we had to repack and move room! We waited an hour for someone to take responsibility for the hand over of Mum - but nothing until lunch. There was no direction once in the dining room of where to sit and Mums food was not cut up as stated necessary in the pre-assessment. Very confusing and upsetting for someone with advanced dementia in such an alien environment. Unsurprisingly Mum was distressed, thank goodness we were there. That was just the initial two hours, the remaining stay there had no compassion. Mum was dressed in others clothes, not washed and essentially ignored.

Reply from Amy Wilson, AD at Heather View

Thank you for your feedback - we are sorry that you feel that the care your Mother received at Heather View was below your expectation. The home manager will be in contact to invite you to discuss the concerns you have raised here.


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Review from Peter H (Son-in-law of Resident) published on 22 August 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Heather View is a bright modern building with good up to date facilities. It is clean and airy and does not have that rather claustrophobic feel of some care homes. All of the staff are approachable, communicative, cheerful and efficient. Most importantly, they have excellent listening skills and are
very happy to take feedback and ideas.
It is probably the first few weeks that are likely to be the most difficult for a new resident as they grow accustomed to their changed circumstances. This transition has been managed sensitively and efficiently by all the Heather View team.

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Review from Emma V (Daughter of Resident) published on 22 August 2018
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

I have always found the staff at Heather View to be helpful, cheerful and kind in their dealings with my mother. She is always clean and content and calm and well attended to. The senior staff respond quickly to questions and are always available to answer queries. Her room is well maintained and there
is a general air of organisation. Since her admission, I have been happy with that all her needs are being met and that she is well looked after.
To know she is receiving good care is of great comfort to the family. We are always made welcome when we visit and updated on her progress.

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Review from AM G (Daughter of Resident) published on 9 August 2018
Submitted via Website • Report

Overall Experience  Overall Experience 2.0 out of 5

After careful and detailed research of a number of homes, we chose Heather View for our mother's respite from 19-29 July 2018. Very disappointing and extremely upset at the lack of care and compassion shown to our mother during her stay. So much so we brought her home early.

Reply from Amy Wilson, AD at Heather View

We are very sorry that you have had a poor experience at Heather View. Please would you contact the home manager directly if you would like us to look into this further for you. We strive to ensure the very best care for all of our residents and we welcome the opportunity to listen to constructive feedback to allow us to further improve our care.


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Review from David J (Husband of Resident) published on 9 August 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The standard of care given to my wife was outstanding.
As her condition deteriorated she was moved to the nursing floor and the care and attention was outstanding, nothing was too much trouble, the nurses kept me and the family informed.
I hope I never need to have the care my wife had but if a time
comes then I want to go to Heatherview (I hope they have a bar by then).

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Review from David S (Son of Resident) published on 12 July 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been treated with care and dignity since entering Heather View six weeks ago.


All the staff I have met seem to take a genuine interest in my mother's wellbeing and health.


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Review from Su L (Daughter of Resident) published on 12 July 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff at Heather View are its chief asset; they are attentive and caring, but always maintain a professional and non-condescending manner. Every time I visit my father there are several staff members sitting down next to and either holding conversations with residents or just keeping them company.


The

accommodation is excellent - I particularly like there being several different areas in which residents can spend their time. My father was able to bring his favourite armchair and painting to personalise his room, which he very much enjoys.


I am always made to feel very welcome when I visit and am kept in touch by telephone re my father's medication and practical aspects of his care.


I would have no hesitation in recommending Heather View.


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Review from Sue R (Daughter of Resident) published on 3 July 2018
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother received the highest level of care and the lovely staff who looked after her were unfailingly patient, kind and concerned for her comfort, happiness and well-being. Thank you all very much.

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Review from K W (Daughter of Resident) published on 3 July 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Very good care home with welcoming, friendly staff who were all very helpful. Bright and airy in an excellent setting. Food looked very good and balanced.
Overall I would definitely recommend this home.

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Review from Elsie W (Daughter of Resident) published on 21 June 2018
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother became a resident at Heather View after being in hospital for over 10 weeks. Thanks to the quick and efficient referral conducted by the care manager and Head of Nursing, I was able to ensure Mum's admission into the facility with ease. This proved to be the best decision as my Mum has rehabilitated
and improved during the last few months, and I know this is down to the fabulous staff.

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Review from Amanda R (Daughter of Resident) published on 19 June 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very happy with the way the staff at Heather View have guided my father and I through the process of settling him into residential care.

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Review from Kenneth L (Resident) assisted by family/friend published on 8 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

Generally, I was happy with my care. Just occasionally, I appeared to have been forgotten, particularly at mealtimes. I feel a little more care is needed with the laundry, despite items being clearly labelled, they were misdirected.

Reply from Amy Wilson, A D at Heather View

Thank you for taking the time to tell us about your stay at Heather View and we are delighted that you were happy with the care that you received.


We apologise for any inconvenience caused by misdirection of laundered items. Our laundry service is a busy one and we are constantly seeking ways to make it more efficient for our residents - we will ensure that our team double check items before delivery.


We try very hard to ensure every resident is given the time and support they require to enjoy their mealtimes as a social occasion, so we are very sorry that you felt that your dining experience wasn’t as good as it could have been sometimes. We will review our processes to ensure we make changes where required to improve this element of our service moving forward.


We hope you would choose Heather View to support you in the future.


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Review from M W (Resident) assisted by family/friend published on 3 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Lovely place, such caring staff. Nothing was too much trouble for anyone.

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Review from Louise K (Daughter of Resident) published on 10 April 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The care is excellent. The staff are all extremely cheerful and capable. I have no complaints whatsoever about the care staff. Unfortunately, I think there were a few management issues just before and during handover, but I hope these are now rectified. My only criticism and the only criticism of my
mother who is in care is the food. I do understand that you have to produce food that all residents can eat, so it maybe has to be soft, but
Could there be:
- options for people who don't have issues chewing and swallowing?
- opportunities for the residents to ask for specific meals?
- always be a bowl of fresh fruit (which I don't think there is, although I believe residents can ask for some fresh fruit) so that residents can help themselves?
- some healthier snacks available as well as the daily cake
- some outdoor activities in the spring and summer - may be a gardening club
- a visiting library to borrow books?

Reply from Samantha Debenham, Marketing Support Administrator at Heather View

Thank you for your feedback – we’re very pleased to hear that your mother receives excellent care at Heather View. The manager and her team are committed to providing a first class all-round service and as part of that, our menus are regularly reviewed to deliver a nutritious and well balanced diet for all of our residents. Chef will always prepare meals or snacks for residents who would prefer something different to the menu choice and this can be ordered ahead or at time of service, and fresh fruit and other snacks are available in the communal reception area on each suite – the manager will ensure that these are topped up and accessible to all. Suggestions for different activities are always welcome and we have passed on your comments to our Lifestyle team for inclusion into their busy programme. Thanks again for your feedback – we appreciate it very much.


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Current Review Score: 9.9 (9.852)

Overview of Review Score

The Review Score of 9.9 (9.852) out of 10 for Heather View is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.9 out of 5 from 31 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 31 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.852 for Heather View is calculated as follows: ( (314 Excellents x 5) + (46 Goods x 4) + (4 Satisfactorys x 3) ) ÷ 364 Ratings = 4.852

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 5 Points relating to the number of positive Reviews for Heather View is based on 31 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4

    • ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 74 registered maximum number of service users is 14.8, which has been reached with 31 Positive reviews. Points = 1

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Performance

Care Quality Commission (CQC) Rating

Date: 14 May 2019

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Good

Care Quality Commission is responsible for the registration and inspection of social care services in England.

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Bed Vacancies

Please Contact Us for Latest Vacancies

Awards / Recognitions (88)

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Meet the Team (1)

Sadie

Sadie Hudson

Job Title: Home Manager

After 12 years working in care homes, I decided to join Care UK due to the outstanding reputation they are recognised for and leading the way forward.


The input into developing their teams acknowledges staff and rewards them for their hard work and commitment.


Outside of work, I love walking in the countryside, which I discovered at the start of lockdown. I attend gym fitness classes and enjoy weight training as this really does help keep a positive mindset and helps alleviate stress.


My favorite part of each day at Heather View is being on the floor and talking to residents, and hearing their ideas and suggestions. For me, it is important to enable the residents to be involved in the running of the home so they feel included and valued.


I look forward to leading and developing the home team, as well as giving and enabling opportunities for the residents to create meaningful moments.