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 41-60
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 C M (Friend of Resident) published on 25 December 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff are so caring and attentive. All needs are met to a high level. Welcoming and comfortable surroundings.

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Review from M G (Daughter of Resident) published on 25 December 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff are extremely friendly and supportive. I feel happy that my mother-in-law is being looked after so well. The atmosphere here is so comfortable and welcoming. The whole place deserves a medal for the good work they all do.

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Review from S M (Wife of Resident) published on 11 December 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My husband spent two weeks in respite prior to coming into Merlin Manor Care Centre in April this year and without a doubt, there has been a vast improvement, throughout all areas, since the new manager arrived. There does, on occasion, feel as though they are understaffed, also when outside agencies
are involved with a resident their specific instructions are not passed on to all carers, e.g. use of equipment. However, I would have no hesitation in recommending Merlin Manor as a residential/care/nursing home.

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

Thank you very much for this lovely review, these comments help us to improve the care and support in which we provide to our residents and the service in which we deliver.


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Review from J T (Brother-in-law of Resident) published on 8 December 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My brother-in-law has just come into this lovely home. He has settled really well. It's as though he's been here for a long time. The staff are amazing. The food is lovely. The manager is very approachable and helpful in every way. We, as a family, cannot fault anything at all. I can't fault the home
at all. The manager is a gem.

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

Thank you for your lovely review. It is great to see that your brother-in-law is settling in at Merlin Manor. Our residents are the centre of everything in which we do. I will share these comments with the staff team.


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Review from Jane J (Daughter-in-law of Resident) published on 30 November 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

So far, we have had an excellent experience. Merlin Manor Care Centre is so clean and has very helpful staff. The cleanliness of my mother-in-law is really appreciated.
The facilities are also lovely, the fact the rooms are en-suite makes a big difference. Also, the cleaners are always working away
and the fact residents can have food and drink all the time is helpful. 10/10.

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 yourself and your relatives have received an excellent experience and you are all happy. I will share this information with the staff team at Merlin Manor.


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Review from Michael C (Son of Resident) published on 13 October 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum is in for assessment and was very against being in a care home. All the team have gone out of their way to ensure the stay has been easy. Every team member is very upbeat and approachable. All the team take time to talk and look for work rather than the passive staff I have seen elsewhere.

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

Thank you for taking the time to leave us a review, reviews are really important as this helps us to improve and make any changes which are needed. I am really happy that you and your loved one is receiving a high level of care and support. I will ensure that these lovely comments are shared with our amazing staff team within the care home.


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Review from M C (Daughter-in-law of Resident) published on 13 October 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

From the time we pulled up with my mum-in-law, we were welcomed by friendly staff.

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

Thank you for your review and I really happy to see that you are happy with the care and support in which your loved one and family are receiving.


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Review from Charlotte C (Granddaughter of Resident) published on 13 October 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff here are fantastic, they will go out of their way to make your loved one feel cared for. The staff will always listen to your concerns (if you have any). The cleanest, friendliest and most caring care home I have experienced to date.

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

Thank you so much for the lovely comments within your review, I am really pleased that you have experienced an excellent service, as this is always our goal to achieve. We will ensure that these comments are shared with our staff teams within the home.


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Review from Alastair B (Son of Resident) published on 5 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Thank you so much for all you did to make my mam’s 90th birthday a special day. It started in the morning when you did her hair and her nails, which looked great.
In the afternoon, her family joined Mam and the residents on her floor for the singing led by one of your great activity coordinators. Mam
sang along to all of the songs - we lost count of the number! The activity coordinators put on a really good show.
For the visitors who hadn’t been to a care home before, it wasn’t what they were expecting. It was fun for all there.
It is very reassuring to know that my mam is being looked after by people as dedicated as the activity coordinators and carers at Merlin Manor Care Centre.

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

Thank you so much for these lovely comments, it is excellent to see that standards of care delivered to yourselves and you mam meet the required expectations and it is great to see that everyone got involved in making your mams 90th Birthday so special. I will indeed ensure that this excellent comment is shared with the staff team within Merlin Manor.


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Review from M M (Wife of Resident) published on 5 October 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot say enough words to tell you the help and assistance I received whilst visiting my husband. I was made to feel welcome and part of my husband's stay. I will always be grateful and remember the kindness shown. The facilities are first-class.
Thank you all.

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

Thank you for your lovely comments, it is lovely to see what you think of the care and support yourself and your husband received at Merlin Manor. I will share these lovely comments with the team at Merlin Manor.


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Review from Tori M (Granddaughter of Resident) published on 4 October 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Lovely staff, very friendly and caring.

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

Thank you for the comment, we are really pleased that the care and support in which you and your grandma are receiving are to the highest standards. I will share these comments with the staff teams.


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Review from P S (Wife of Resident) published on 3 October 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Merlin Manor is modern, the decor is beautiful and the staff are stars. Always a smile and a friendly word for the people in their care and for visiting relatives.

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

Thank you for the review; it is great to see that the care and support you received were exceptional, and great to see that the team were supportive and friendly. I will share your comments with the team.


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Review from Lynsey H (Granddaughter of Resident) published on 2 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

In recent weeks, my gran has been on the end-of-life pathway, during this time the manager and staff within the home have gone above and beyond what would be expected. My sister and I have stayed in my gran's room for the last eighteen days day/night. Staff couldn't have been more supportive or accommodating.
The care my gran has received has not only been first-class in professionalism but also treated with dignity and love. The staff and manager have cared for her as if she is one of their own family members which we will always be grateful for and find comfort in.

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

Thank you so much for your positive review, it is excellent to see that the care and support in which your gran and your family received were to the best standards. It is great to see that you all felt like one big family. I will take these positive and excellent reviews back to the care home team as this helps us to continue to develop the care in which we deliver.


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Review from B D (Resident) published on 28 September 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

After moving to Merlin Manor Care Centre it was only one week that I settled in. I found the staff so helpful and friendly. It is so clean and beautiful, I have made many friends here. I'm very happy and my family are also. I never feel alone and my medical care is also taken care of. My meals and laundry
are all taken care of too. The staff take us out and we are entertained by the activities ladies. What more could you ask for. I would recommend Merlin Manor Care Centre any day to anyone looking for a happy home.

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

It is great to see that you felt supported and found the staff teams to be helpful, we are pleased that you enjoyed your stay at Merlin Manor and excellent to see that you were happy with the staff and management of the care home.


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Review from Deb J (Resident) published on 16 September 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My dad spent his final days in Merlin Manor, and I can honestly say that the staff supported us as a family through a very difficult time. They treated Dad with the utmost dignity and were available to answer any questions at any time. Special thanks to the day and night nurse lead who went above and
beyond to make sure that Dad was comfortable and that we were ok. You truly are angels in disguise, and we will, as a family, remain forever thankful.

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Review from B W (Niece of Resident) published on 8 September 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Following a fall, my uncle was moved into Merlin Manor Care Centre, and after a couple of weeks settling in period and getting his doctor transferred in from out of town, the care the staff have given him has been excellent. They have helped and encouraged him to go to the dining room to try to socialise
with others and have always shown care and compassion at all times.

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

Thank you for these comments; it is really nice to see that your uncle has settled and the staff have supported him. We will share these comments with the staff home.


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Review from Jean H (Wife of Resident) published on 17 August 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My husband was happy, settled and looked after well. Myself and family were always made to feel welcome. I can't thank all the staff enough for the care my husband received, especially in the last weeks of his life. The staff became like a second family. Thank you to everyone at Merlin Manor.

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

Thank you for the lovely comments; it is lovely to see that your husband was well looked after and you and your family felt supported. We will ensure that these comments are shared with the staff teams.


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Review from Deborah V (Daughter of Resident) published on 16 August 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My dad has gone into this beautiful care home Merlin Manor. I was so worried, but the manager and all the staff have gone above and beyond to help him settle. Nothing is a problem. They keep you informed and answer any questions you have. The food and cleanliness are above five stars, and the care they
get is amazing. I cannot thank them enough for what they have done.

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

Thank you so much for these lovely comments, I am really pleased that your dad has settled into our family are Merlin Manor. I will ensure that these comments are shared with the team at Merlin Manor.


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Review from Michelle M (Granddaughter of Resident) published on 16 August 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent- everything has been more than I could have asked for. My grandma has settled so well in Merlin Manor, all staff and carers are amazing. So many changes have been made by the manager in such a short time bringing such a friendly, family atmosphere. I would recommend this place to anyone.

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

Thank you for your lovely comments in relation to your experience at Merlin Manor. It is great to see that your grandma has settled into our Merlin Manor family and your grandma and family are happy. I will share these comments with the staff at Merlin Manor.


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Review from Beth M (Great-granddaughter of Resident) published on 9 August 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Everything has been excellent.
Staff are lovely.
My great-grandma has settled really well.

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

It is lovely to see your great grandma has settled in, and thank you for the lovely comments you have made in relation to the staff team; we will ensure that these are shared with the team.


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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.