Merlin Manor Care Centre

Merlin Way, Hartlepool TS26 0BF
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9.7 67 Reviews
  • Merlin Manor Care Centre, Hartlepool
Merlin Manor Care Centre is located in Hartlepool and offers residential care as well as nursing care.

This purpose built care home offers personalised care in a modern environment and operates on the ethos that every resident is unique.

It has lovely outdoor areas and spectacular views.

All the bedrooms have wet rooms and residents can socialise in the lounge diner. The home even has a salon and a nail bar so residents can get a pamper when needed.

Staff are highly trained and the dignity of the residents is at the heart of their care.

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Care Provided by Merlin Manor Care Centre

  • Primary Care Categories
  • Dementia
  • Mental Health Condition
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Care Types Provided
  • Dementia Nursing Care
  • Dementia Residential Care
  • Nursing Care
  • Residential Care
  • For a maximum of 94 Service Users
  • Privately Owned
  • Care Offered
  • Alzheimer's
  • Bipolar/Manic Depression
  • Cancer Care
  • Cerebral Palsy
  • Challenging Behaviour/Psychosis
  • Colitis & Crohn's Disease
  • COPD/Pulmonary Disease
  • Epilepsy
  • Head/Brain Injury
  • Hearing Impairment
  • Huntington's Disease
  • Korsakoff Syndrome
  • Motor Neurone Disease
  • Multiple Sclerosis
  • Parkinson's Disease
  • Prader-Willi Syndrome
  • Schizophrenia
  • Speech Impairment
  • Stroke
  • Visual Impairment
  • Other Care Provided
  • End of Life Care
  • Own GP if required
  • Palliative Care
  • Separate Specialist Dementia Care Unit

Good to Know

  • Person in charge
  • Carole Gibson (Home Manager)
  • Admission Criteria
    • Accepts referrals from Private residents, Local Authority, Nursing, Health and CHC
    • Ages 65+
  • Room Information
    • Single Rooms (94)
    • Couples/Companion Rooms (0)
    • Single Rooms with ensuite Wet Room (94)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Year Purpose Built: 2022
    • Last Refurbishment: 2022
    • Number of floors: 3

Funding & Fees Guide for Merlin Manor Care Centre

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • NHS Continuing Healthcare (CHC) Funding

  • All private fees will be discussed with prospective residents

Facilities

  • Close to Local shops
  • Gardens
  • Lift
  • Minibus or other transport
  • Near Public Transport
  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Phone Point in own room
  • Residents Internet Access
  • Television point in own room
  • Wheelchair Access
  • Visiting

  • There are no current restrictions on visiting at the service, families and friends are able to come to the care home and visit their loved ones.


  • Parking

  • The care home offers 2 car parks


Merlin Manor Care Centre Reviews (67)

Total of 67, showing 21-40
9.7

Merlin Manor Care Centre has a Review Score of 9.7 (9.735) out of 10, based on 66 reviews in the last 2 years. Over all time Merlin Manor Care Centre has 67 reviews.

Overall Experience

  • 55
  • 10
  • 1
  • 0
  • 1

Date Published

67
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35
66
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Review from J B (Daughter of Resident) published on 5 July 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The home is spacious, light, welcoming and has a pleasant atmosphere. Staff are extremely busy, nonstop providing a fantastic service, but I feel they need higher levels of staffing. All staff are good and some outstanding. Dad has settled well. Any issues that have arisen are being/have been addressed.
I can get updates and speak to staff at any time. Dad's room is perfect for his needs and he has his own wet room, both are kept clean and tidy. He enjoys his meals and can eat in his room or the dining room.

Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre

Thank you for your lovely comments, it is great to see your dad is enjoying his stay at Merlin Manor and is happy. All comments help us to make improvements to our service.


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Review from M B (Wife of Resident) published on 4 June 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very pleased with the care and attention given to my husband during his stay at Merlin Manor. All the staff working in my husband's unit were excellent and couldn't do enough for him. I would recommend Merlin Manor as a first-class care home.

Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre

Thank you for this review, it is great to see that you were happy with the care and support in which your husband received. We will pass this on to the team.


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Review from Kevin K (Son of Resident) published on 30 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

After initial problems with some facilities eg not enough cutlery, cups etc. to make a cup of tea or coffee this issue has been resolved. The carers on Mam's floor are approachable, helpful and very professional and caring, especially four of them, always chatty and informative about my mother. Really
appreciated.

Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre

Thank you for your review, sorry to hear of the issues you had but good to see these have been resolved. We will continue to use feedback which we receive to make positive changes.


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Review from L G (Daughter of Resident) published on 19 April 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

Staff friendly and caring but sometimes seems overwhelmed by calls for their services. Staff respond as quickly as they can to any concerns I may have.

Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre

Thank you for this review and the comments, this helps us to continue to achieve and improve our services in which we deliver. We will share these with the staff teams.


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Review from R B (Son-in-law of Resident) published on 18 April 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother-in-law moved into Merlin Manor at the beginning of March as she required nursing care after leaving a hospice. We had visited a number of homes in the area, and all were unannounced. We were impressed with how welcomed we were made to feel and that our visit was no trouble and were given a
tour. We found the rooms to be bright and spacious which applied to the whole home itself. Mum remained at Merlin Manor until she passed away, we and other family members visited daily at varying times and we were always pleased at how she was being cared for. From the carers, cleaners and nurses; everybody involved in her care treated her with dignity and kindness. Her care and personal needs were met promptly and sensitively. On the morning that she passed, staff stayed with her, holding her hand and remained with her until family arrived. We would not hesitate to recommend Merlin Manor and will always be very grateful to all of the staff who looked after 'Mum' in her final weeks.

Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre

Thank you for the comments, it is great to see that the care in which your mum received was to a high level, we are sending our thoughts to you all. We will share these lovely comments with the team at Merlin Manor.


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Review from Tracey G (Daughter of Resident) published on 18 April 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother was admitted to Merlin Manor for emergency placement over the busy Easter bank holiday. The management team on assessment gave myself and family reassurance and peace of mind that our mam would be taken good care of and in a place of safety. The staff have been amazing, nothing a problem to
them and Mam has settled in really well. Keep up the good work team Merlin.

Reply from Kevin Robinson-Husband, Operational Support Manager at Merlin Manor Care Centre

Thank you for the lovely comments, I am glad that the team at Merlin Manor supported with emergency admission and that yourselves and your mum feel safe and comfortable. I will ensure that these comments are shared with the team at Merlin Manor.


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Review from Eileen G (Niece of Resident) published on 17 April 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I visit my aunt a couple of times a week and I always find the staff to be friendly and attentive. They demonstrate great caring patience in their willingness to listen and act upon the needs of my aunt. Not rated activities as she does not take part and as to value, I have no knowledge of cost.

Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre

Thank you for the positive review and glad you and your aunt are happy at the service, I will have one of the team to discuss our activity program with you and your aunt. We will share these comments with the team at Merlin Manor.


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Review from Colin R (Resident) published on 17 April 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My first impressions were lovely, since moving in they have been vindicated. The room is very nice and comfortable. Particularly, the staff are lovely and helpful. I have been here for two days and feel safe and really welcome.

Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre

Thank you for the lovely review, we are really pleased that you are enjoying your stay at Merlin Manor and feel comfortable. We will share these comments with the team at Merlin Manor.


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Review from Margaret G (Daughter-in-law of Resident) published on 16 April 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We cannot thank the staff of Merlin Manor, particularly the Deputy Manager and Manager, enough for the warm welcome and patience with my mother-in-law. In what has been a stressful time for us, the knowledge that she will be safe and well cared for is priceless.
Management have gone above and beyond
to try to accommodate her every need, even going so far as to welcome her cat along with her to try to settle her in. Unfortunately, this did not work, but we are so very grateful to the Deputy Manager for suggesting it in the first place! Your kindness, professionalism and generosity of spirit has been very much appreciated.

Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre

Thank you for the lovely comments, it is great to see that you are all happy with the care home. We will share these comments with the team.


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Review from J M (Daughter of Resident) published on 15 April 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Mam has settled in and staff seem to know how to deal with her moods so that she gets the best for her abilities.

Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre

It is good to see the team at Merlin are aware of your mum and how to support her, thank you for these comments we will share these with the staff teams within the service.


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Review from Pam T (Daughter-in-law of Resident) published on 12 April 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

This is the most caring and attentive care home in Hartlepool. My Mother-in-law now resides here but my Grandmother-in-law also resided there in her last weeks.
The staff here are always so warm and comforting and are always there to lend an understanding ear. Thank you for the care you show my family
overall; you are all angels.

Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre

Great to see the lovely comment and review, We will discuss these with the team within the care home and we are pleased your Grandmother and family are happy with the service and support delivered.


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Review from J A (Father of Resident) published on 12 April 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I've visited a relative and to check the home out. The home is really well run by complete professionals. It's immaculately clean and kept that way, the care given to the home residents is second to none. The first thing I noticed when I went in was a beautiful mural that had been handmade by one of
the staff. It was a poppy tribute to all those who sacrificed their lives for us so we could live in freedom, well done that member of staff. The staff were helpful, pleasant, and professional at all times, especially the manager. Thank you for showing us around and producing that fantastic tribute of remembrance to our brave troops, I hope it's there for a long time to come from a veteran.

Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre

Thank you for this lovely review and we are pleased that your visit to the care home was a good visit and you liked the layout of the service. Thank you for the feedback and lovely comments, we will share these with our staff teams.


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Review from E P (Daughter of Resident) published on 12 April 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Rooms are excellent. Clean and tidy. The maintenance man couldn't do more if he tried. Staff have taken time to get to know Mom and her little ways.

Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre

Thank you for the lovely feedback and comments, we will share these with the team and the maintenance man in which you have named.


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Review from Evelyn G (Wife of Resident) published on 10 April 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Very pleased with Merlin Manor Care Home staff do their best when they can and how they can, cleaners are so nice and always helpful and the staff also are willing to listen to anything you ask them.

Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre

Thank you for this review and lovely comments, we will ensure that these are discussed with the staff teams.


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Review from Pamela R (Daughter of Resident) published on 26 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

My father was in this care home for 8 weeks on end-of-life care. The first few weeks were fine, however, we found his care to be substandard at times, often finding him dirty, wet and his room a mess! My biggest complaint was the nurse call bell was rarely on his bed. 80% of the time the call bell was
laid on or under a chair seat cushion. My dad was bed-bound and could not get out to get help. The door closed and the call bell under a seat cushion on the day before he died needless to say we were very angry about this and complained to CHC! Dad died the next day.
On a plus point some of the staff were great, others young and appeared to not really care!
The home manager needs to get to grips with her care home and do more floor visits and speak to the families. Would not recommend.

Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre

Thank you for your review and sorry for your loss, we are sorry to hear that you had inconsistent experiences within the service, we take all our reviews seriously and will look into this review.


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Review from Katharine W (Daughter of Resident) published on 12 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot express enough gratitude for the exceptional care and support provided to my Dad at Merlin Manor Care Home during his final weeks receiving palliative care. From the moment I walked in, I was greeted with warmth and compassion. The staff went above and beyond to ensure my Dad's comfort and
well-being, treating him with the utmost dignity and respect. The facilities are impeccable, and the atmosphere is welcoming. The dedication and professionalism of the staff shone through in every interaction. There was one particular nurse who I can't thank enough- her care and compassion in that last week with regular phone calls was just so very kind- at the time I was 300 miles away so to have those regular updates meant the world to me. The manager and her deputy manager also helped me navigate a bit of a difficult family situation without judgment so for that I am so grateful. A very thoughtful touch that they attended his funeral too- that meant a lot to me. Thank You.

Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre

Thank you very much for the lovely comments and it is great to see that the care home and team have supported yourself. I will pass this information over to home to share with the staff team.


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Review from M A (Friend of Resident) published on 12 February 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I went to see a friend and found Merlin Manor to be a lovely place. My sister and myself got help finding the floor we needed, took the lift and the carers took us straight to our friend's room. We found it a lovely room with everything she needed all at hand. The toilet and shower room had everything
to help with all situations. The staff all seemed very helpful and the whole place was lovely and clean, with no smell at all and I thought that remarkable.

Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre

Thank you for this lovely review, it is great to see that your friend is settled into the home and that you are all happy with the care and support. I will ensure that this information is shared with the team.


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Review from M S (Resident) assisted by family/friend published on 17 January 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I moved from a different home to Merlin Manor, the staff are all lovely, and take care of me very well.

Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre

Thank you for your lovely comments, I am really pleased to see that you have settled and are receiving a good standard of care. I will ensure that this information is passed onto the team within merlin manor.


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Review from D P (Niece of Resident) published on 17 January 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Merlin Manor is the most efficient and caring home I have ever seen, the staff are so loving and caring, my auntie's needs are met with dignity and respect. Also lovely decorated, cleaning is to the highest of standards.

Reply from Kevin Robinson-Husband, Operational Support Manager at Merlin Manor Care Centre

Thank you so much for this lovely review, it is great to see that your auntie's needs are fully met within the care home. I will share these lovely comments with the teams within the care home.


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Review from Steve W (Ex Family Member) published on 17 January 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The home is very clean and tidy and the staff are very caring and helpful and always there to answer any questions.

Reply from Kevin Robinson-Husband, Operational Support Manager at Merlin Manor Care Centre

Thank you for your lovely comment, it is great to see that you and your family are happy with the care and support received at Merlin Manor. I will ensure that these comments are passed to the team within the care home.


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Current Review Score: 9.7 (9.735)

Overview of Review Score

The Review Score of 9.7 (9.735) out of 10 for Merlin Manor Care Centre is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.7 out of 5 from 66 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 64 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 4.735 for Merlin Manor Care Centre is calculated as follows: ( (603 Excellents x 5) + (137 Goods x 4) + (23 Satisfactorys x 3) + (3 Poors x 2) + (3 Very Poors x 1) ) ÷ 769 Ratings = 4.735

  • 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 Merlin Manor Care Centre is based on 64 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 94 registered maximum number of service users is 18.8, which has been reached with 64 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: 2 Aug 2023

Overall
Requires improvement

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Requires improvement

  • Well-led

    Requires improvement

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

View Latest Report

Bed Vacancies

Please Contact Us for Latest Vacancies

Awards / Recognitions (0)

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Meet the Team (2)

Rukiha

Rukiha Hussain

Job Title: Deputy Manager

I left School in 2005 and started Hartlepool College of Further Education, I was studying BTEC 1st Diploma in Caring and then went on to study for the BTEC National Diploma in Health. I started my career at the age of 17, I started working as an Out of Hours Medical Receptionist for Northern Doctors Urgent Care, Whilst I was studying at Teesside University doing Adult Nursing, unfortunately, after 2 years due to ill health, I could not finish my Nursing degree. However, I was awarded with a Higher Education Certificate in Health and Social Care. I then started working for Carewatch as a Carer home care. It was from a very young age that I knew whatever path I chose it would be Care, I always knew that helping others gave me great satisfaction.


I worked at Carewatch for one year. After Carewatch I got the post of Senior Carer at Lindisfarne Care Home, I worked at Lindisfarne for 8 years, I felt I learnt a lot whilst working at Lindisfarne and knew that I had found a job that I love and enjoy, I was always wanting to learn more and climb the ladder, I then went on to study the Level 5 Leadership and Management in Adult Care Diploma and whilst doing so I was offered the Deputy Managers Position at Lindisfarne, I worked as Deputy Manager and Acting Manager June 2021 to February 2022 this was a great achievement for me, I felt all my hard work was finally paying off.


I love working in care and making a difference. In February 2022 I decided to seek other employment and went on to work as a Senior Support Worker with Voyage Care in Hartlepool, I thoroughly enjoyed my role but always felt something was missing. I then applied for the role of Deputy Manager at Merlin Manor Care Centre to which I was successful, I am extremely excited to be working for such an amazing company that strives to provide person-centred care but also supports its staff.


I am looking forward to progressing my career within Prestige and Merlin Manor and feel that I am learning lots of new information, I am extremely grateful that I can make a difference in someone’s life, I believe this is so important and so valuable. I work in care because I care, every day is different, and every day is rewarding.


Carole

Carole Gibson

Job Title: Care Home Manager

I have worked in the care sector for over 35 years and started my path to care as a housekeeper and then felt that I would make a caring care assistant as I enjoyed the interaction I got when I was a housekeeper and always wanted to do more for the residents so that started my journey to care.


I always said that by the time I was 40 years, I would like to be a manager as I was a single parent I could not commit to the job role of a manager until my youngest son left school, and lucky enough I was already a Deputy in a care home in Easington Colliery for 5 years, my son then left school and I then became the manager of Ashwood Park.


I have managed care homes for 25 years now. These have been Nursing homes, Residential homes with Dementia.


Each home has been different but very rewarding and at times challenging.


I have my NVQ level 2,3,4 in care.
RMA
D32/D33 Care assessor.


I feel that I am a professional care home manager with over 25 years of experience in the role of a care home manager and dedicated to continually improving the service provided to the care home that I manage.


I aim to provide and improve care for our residents and facilitate an ideal environment for staff, friends and family too.


I believe in mentoring with purpose and understand that strong working relationships create great teams and produce exceptional results.


I feel my greatest strengths are firstly my strong commitment to providing professional service, and outstanding care.