Review from Claire H (Daughter of Resident) published on 24 February 2023
Submitted via Website • Report

Overall Experience

After a year of declining health and a two-month stay in hospital, we, unfortunately, had to choose a nursing home for Dad and having been on Hanbury unit, Wood Norton, for seven months now, we can honestly say that we could not have chosen a better place. From our initial contact with the head of care,

who was friendly, professional and understanding, we have continually felt reassured that Dad is being treated with dignity and compassion. He came to Wood Norton very reluctantly but we were very surprised how quickly he settled and this is very much down to the wonderful staff on Hanbury who have shown Dad nothing but kindness and care. Nothing ever feels like too much trouble for the staff and the resident's safety and well-being is clearly of utmost importance. The rooms are all spacious, light and tastefully decorated and kept very clean. It is a lovely place for us as a family to visit and we have always been made to feel very welcome. We would highly recommend it.

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Review from Jeannette P (Daughter of Resident) published on 7 September 2022
Submitted via Postal Card • Report

Overall Experience

Our initial phone contact with your complex was polite, professional and reassuring. We needed a room at an hour's notice as my mum was being discharged unexpectedly.
She was admitted to your home upset, frail and after a week from hell.
She immediately relaxed and felt respected and safe. All the

staff have been fabulous, kind and friendly. Mum is now going home after two weeks - confident, happy, walking well with a Zimmer frame but independently. As a family, we cannot thank you enough.

Reply from David Mclean, Customer Service Adviser at Richmond Villages Wood Norton

Thank you for taking the time to leave your lovely review. We hope Richmond Villages Wood Norton Care Home did everything possible to make the transition as easy as possible. It is always nice to hear words like "kind" and "friendly" being used to describe our care. Hopefully, you will go away from this feeling like your mum received the best possible care.

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Review from Jean H (Daughter of Resident) published on 29 June 2022
Submitted via Postal Card • Report

Overall Experience

After several years of being cared for in her own home, Mum came to Wood Norton very much against her will. However, the kind caring and professional care she receives has won her over. Nothing is too much trouble for the lovely staff who spend one on one time with her and try to keep her engaged. I

am kept up to date on her welfare and knowing she is so cared for has given me peace of mind. Mum is happy and content and now calls Wood Norton her home.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Richmond Villages Wood Norton

Thank you for taking the time to leave us a review. We are so happy to hear that knowing your Mum is being well cared for at Wood Norton is of comfort to you and that she now considers it her home. Thank you again for your kind words.

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Review from P M (Son of Resident) published on 22 April 2022
Submitted via Website • Report

Overall Experience

I just wanted to express my sincerest thanks to the head of care, who welcomed my mum to Wood Norton at very short notice over the weekend. She was so very kind, understanding and welcoming. I really can’t praise her and the team highly enough and I know my mum is going to be well looked after.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Richmond Villages Wood Norton

We really appreciate you taking the time to write this. We are glad to have been able to help on short notice, Thank you for choosing us to care for your mum.

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Review from Susan M (Daughter of Resident) published on 10 December 2021
Submitted via Website • Report

Overall Experience

Thank you for looking after my mother in her final 98th year. You have been her home and extended family for a long time and we all appreciate the love, care and compassion you have given her. It was so nice for the family to be made welcome and given support in her final few days thank you. Will you

please convey our thanks to all your staff on Hanbury and in particular those who were closest to her on a daily basis. We will all miss her dearly but have wonderful memories of a long happy life spent with her. She will be in our hearts forever.
I can wholly recommend Richmond Wood Norton for their kind helpful professional staff at all levels and the excellent facilities for residents.

Reply from Paul Brady, Village Manager at Richmond Villages Wood Norton

Thank you so much for taking the time to leave this review and for recommending Richmond Wood Norton. We have an outstanding team of carers and I know they will be touched by your comments, I'm so pleased that we were able to support the family too, our warmest wishes go to you and your family.

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Review from P H (Daughter of Resident) published on 2 December 2021
Submitted via Website • Report

Overall Experience

My mother was transferred to Richmond Wood Norton in February 2020 at the start of the Covid outbreak. I cannot express my gratitude enough to the Hanbury Team for the care and kindness shown to my mother - the video calls and ‘pod’ visits were invaluable during the Covid restricted visits.

Reply from Paul Brady, Village Manager at Richmond Villages Wood Norton

Thank you very much for your kind words, we do have a wonderful team here and I know they will be so happy to hear that the video calls and pod visits made such a difference.

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Review from E C (Daughter of Resident) published on 3 June 2021
Submitted via Website • Report

Overall Experience

It was with great sadness that we had to put my father into a care home but we needn’t have worried. He loves being at Wood Norton. Luckily he’d had some respite stays here and thoroughly enjoyed it. He feels like he’s living in a hotel and is very settled and content. The staff are lovely and go out

of their way to accommodate him and our family in every way. The standard of care is excellent and the varied programme of activities is really engaging. He has been embraced with open arms and they go above and beyond to keep their residents both safe and happy. It’s a lovely place to visit too and we feel reassured each time we visit him or bring him back after a trip out. The manager and her staff on the care floor are dedicated and committed to ensuring the wellbeing of their residents and we cannot recommend it highly enough.

Reply from Paul Brady, Village Manager at Richmond Villages Wood Norton

Thank you so much for such a glowing review of our wonderful care home. Your father is a lovely man and I know all the team are very fond of him, they will be thrilled to hear that you are so happy with the care they are providing. Thank you!

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Review from Barbara (Daughter of Resident) published on 25 May 2021
Submitted via Website • Report

Overall Experience

My mother had a seven-week respite stay at Richmond Villages following a three-week stay in hospital and a week at a different care home. She was an extremely reluctant visitor but soon changed her mind when she received the friendliest and warmest welcome and realised that her needs no matter how big

or small would be met. She was extremely weak when she arrived but despite Covid restrictions, her stay has been transformational. I cannot speak highly enough about all the staff from reception onwards. Her room on the Marlbrook Unit was spacious and light with an amazing wet room. The staff on the unit are a dedicated, caring, compassionate and extremely professional team who kept me up to date with Mum's progress. This is a luxurious establishment with a wide selection of rooms (my mother viewed 8 before deciding on her favourite!), amazing facilities, a very wide range of daily entertainment and delicious food. My mother made many friends and is looking forward to returning.

Reply from Paul Brady, Village Manager at Richmond Villages Wood Norton

Thank you so much for your kind review, I know all the team will get immense satisfaction from your lovely comments, on behalf of all the team at Richmond Wood Norton, thank you!

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Review from Iain A (Son of Resident) published on 19 April 2021
Submitted via Website • Report

Overall Experience

At Richmond Village Wood Norton, my mother was first of all in assisted living after finding that she was unable to live on her own any longer without some levels of support, and then later moved to full care towards the end of her life. She was very happy with the attention from all the staff from

reception through to care staff to management at all stages and we were very happy too. The team were very responsive in meeting her gradually increasing needs, and keeping us informed. Nothing ever seemed too much trouble. The premises has amazing facilities which mum really enjoyed and she felt part of a community of residents to give her the social support she needed. Overall we are very happy with the standard of care and facilities that were available and offered.

Reply from Rob Pinsent, Head of Care at Richmond Villages Wood Norton

Iain, thank you so much for your kind words, as you know your mum was hugely popular with us all at Wood Norton so they mean that extra something on this occasion. It's always satisfying when someone mentions the word 'community' in their review as this is what we work so hard to create within the Village, I'm glad it was so apparent! My warmest regards to you and your family.

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Review from Amanda E (Daughter of Resident) published on 25 March 2021
Submitted via Website • Report

Overall Experience

Mum has been so happy living here since December 2019. Mum has moved between assisted living and now needing 24-hour end of life care. I cannot fault anything. The care is individualised. Nothing is too much trouble for anyone. Mum's face lights up when she sees the staff and counts them as her friends.

They are interested in what mum has to say and what she needs. Richmond Wood Norton has allowed us as a family to be with mum all week since her health deteriorated which we are eternally grateful for. As a nurse myself I value giving kindness and dignity to patients, which is in abundance here from all the staff regardless of their role. The staff report they are well looked after by their leads which makes it such a happy place. The staff clearly love their jobs. Thank you for giving mum the most outstanding care at the end of her life.

Reply from Rob Pinsent, Head of Care at Richmond Villages Wood Norton

Thank you so much for your comments; caring for your Mum has been an absolute pleasure for us all at Wood Norton. I'm delighted that the culture we work so hard to create has shone through! My warmest regards to you and your family.

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Review from Y R (Resident) published on 24 March 2021
Submitted via Postal Card • Report

Overall Experience

My husband and I were resting after various dates in hospital with COVID. We're both in our 70's and our daughter couldn't have booked a better choice than Wood Norton. We were there for 4 weeks and all the carers (of whatever grade) treated us like family. Just wish we'd been there in normal times.

Food good but sometimes lukewarm when it reached the furthest rooms.

Reply from Rob Pinsent, Head of Care at Richmond Villages Wood Norton

I'm so pleased that Wood Norton was able to play a part in your recovery from Covid. When the pandemic is behind us please do come and spend a day as our guests and enjoy the spa and restaurant so you have had the 'whole' experience! Since your stay and feedback about the food temperature, we have invested in new kitchen equipment so I am confident that everyone's food now arrives piping hot. Warm regards and I do hope you are enjoying settling into your new home.

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Review from Gill S (Respite Resident) published on 3 March 2021
Submitted via Website • Report

Overall Experience

Great place to recover and regain confidence after surgery, staff very helpful yet not intrusive. Covid measures meant some restrictions on the use of facilities. Lovely room and ideal temperature. Outdoor space from the room is a great facility.

Reply from Rob Pinsent, Head of Care at Richmond Villages Wood Norton

I'm so pleased that Wood Norton was a good place to start your recovery and hope that all continues to go well now you are back home. Once Covid is behind us please do come and spend a complimentary day with us in the spa and restaurant (so you get to sample all of our facilities), you will be more than welcome.

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Review from Joyce E (Wife of Resident) published on 26 February 2021
Submitted via Website • Report

Overall Experience

My husband was admitted to Wood Norton at the end of December after having been in the hospital for 6 weeks with Covid and pneumonia. I was told that there was no more that they could do for him and if the new antibiotic didn’t cure him then that was it. Fortunately, the antibiotic did work and he perked

up. For assessment and rehab, he was discharged to Wood Norton. My husband has dementia but when he came out of hospital he was so weak amongst other things. However, I’m pleased to say that after 8 weeks he is a different man. His voice is strong, he seems to be happy, he has put on weight and the hoist is no longer needed and he has a normal diet. Instead of sitting at home, watching tv or sleeping, he is enjoying the activities. The staff are wonderful and so caring. I am so impressed that I am thinking of buying an apartment here. Thanks to the manager and all the amazing staff. You’ve given me my husband back. I would recommend Wood Norton without reservation.

Reply from Rob Pinsent, Head of Care at Richmond Villages Wood Norton

Joyce! This means so much to the team and myself; thank you for taking the time to let us know how the care of your husband has been from your perspective. I do hope you decide to join the community at Wood Norton it would be great to see the two of you reunited.

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Review from Penny W (Daughter-in-law of Resident) published on 28 January 2021
Submitted via Website • Report

Overall Experience

Richmond Wood Norton has been looking after my mum-in-law for a few months now, and we couldn’t be happier with the care. The past year has been very trying for everyone, and we have not been able to visit mum nearly as much as we would like, but the team have been wonderful, especially one lady on

the Marlbrook unit. Mum is particularly enjoying the activities and seems to be making new friends. We only wish we could see more of mum, but knowing that she is being looked after so well is a weight off our minds.

Reply from Rob Pinsent, Head of Care at Richmond Villages Wood Norton

Thank you, I'm so glad the care we are providing your mother in law with is also making things a little bit easier for you as a family. We will continue to do our utmost for all of our residents and can't wait to welcome you all back to Wood Norton as soon as possible.

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Review from Jill L (Daughter of Resident) published on 25 January 2021
Submitted via Website • Report

Overall Experience

My father has been a resident since April 2020 for what was supposed to be temporary for rehab but has turned into long-term due to his deteriorating health. The care he has received has been second to none, especially during this difficult period. Activities have been disrupted to keep residents safe,

but those that have gone ahead have been well organised and allowed the residents some fun and relative normality. Staff have become almost like a second family and always have time to answer any questions and reassure you about ongoing care. Great effort has been made keeping residents connected with family via calls, video chats and when allowed, visits. I honestly can't think of anywhere else I would want my father to be, and he himself has commented on how caring the staff have been, popping in to see how he is, asking if there is anything he needs and organising simple things like a haircut to boost his spirits when he's feeling down. Thank you for everything.

Reply from Rob Pinsent, Head of Care at Richmond Villages Wood Norton

Dear Jill, The highest compliment we can be paid by someone's loved ones is to call us and residents ' second family'! Thank you so much for your kind words and do let us know if there is anything else we can do for either you or your father.
Kind regards,
Rob Pinsent, Head of Care.

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Review from Evelyn F (Daughter of Resident) published on 21 January 2021
Submitted via Website • Report

Overall Experience

Our mother has been in the Marlbrook Unit at Richmond Wood Norton, since April 2019. The staff helped us select the best room for Mum and on arrival she had a wonderful welcome, immediately settling into a comfortable and homely environment. The last year in lockdown has been difficult for all but the

dedicated dementia lead and carers have excelled in supporting their residents. They have gone over and beyond in caring for their residents in these extraordinary circumstances. They treat their charges as their extended family. We have enjoyed lunch with Mum in the excellent dining room and we must not forget the ancillary and indoor and outdoor staff who keep the wheels moving and Wood Norton looking so good all year round. A big shout for the activities team who daily keep the residents occupied and stimulated together with Skype calls that keep families in touch. We have no hesitation in thoroughly recommending Marlbrook. The best decision the family has made in moving our mum.

Reply from Rob Pinsent, Head of Care at Richmond Villages Wood Norton

Dear Evelyn,
Thank you for taking the time to acknowledge the wonderful team at Wood Norton. Their dedication to their roles is exceptional and I'm glad that it continues to shine through even in these challenging times.
Kind regards,
Rob,
Head of Care

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Review from Claire A (Daughter of Resident) published on 20 January 2021
Submitted via Website • Report

Overall Experience

Since moving to Wood Norton, my mum's quality of life has improved significantly. She enjoys the companionship of staff and other residents, loves taking part in activities and feels well looked after. She has told me she cannot imagine anywhere better. The restrictions in recent months limiting family

visits and the worry of the virus have of course been hard. However, knowing how happy my mum is has given me great comfort. I have only the highest praise for the management and staff for their dedication to the residents during these difficult days of Covid. My particular thanks to the team leader and care staff of Marlbook for creating a wonderful home and looking after my mum, I am very grateful indeed. Thank you to the activities team for keeping everyone busy and having fun; to the chefs for the lovely food; to the reception team who are so friendly; to the cleaning, grounds and maintenance staff who keep Wood Norton looking wonderful. The many small acts of kindness are too many to mention.

Reply from Rob Pinsent, Head of Care at Richmond Villages Wood Norton

Dear Claire,

Thank you for so many kind words I will pass them on to the whole team. Your mum is a very special member of our community at Wood Norton and it remains an absolute pleasure to ensure she continues to live a fulfilling life. We can't wait to welcome you back to Wood Norton soon!!

Warmest Regards,

Rob.

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Review from Jamie S (Son of Resident) published on 7 January 2021
Submitted via Website • Report

Overall Experience

I have recently attended a CHC assessment for my Mum who has been a resident at Wood Norton since December 2019, I knew this was going to be a difficult and emotional task - the clinical lead from Wood Norton attended with me and I cannot praise them enough, not only for the support they provided for

me but the compassion and respect they demonstrated throughout the assessment for my Mum. I can’t praise the team enough, particularly on the Hanbury floor, throughout what has been a very difficult time every member of staff has shown such compassion and care to Mum which has been so important during the times we have not been able to see Mum. As a family we are so grateful to know Mum is in good hands, they not only take the time to look after her so well but they understand the importance of getting to know us to help with our remote communication. You all do an incredible job.

Reply from Paul Brady, Village Manager at Richmond Villages Wood Norton

Jamie,
Thank you so much for taking the time to leave a review, your kind words will be greatly appreciated by all the team. This is a challenging time, however, all the team are pulling together and with your continued support, we will all get through this period.

Best wishes
Paul.

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Review from J A (Daughter of Resident) published on 15 June 2020
Submitted via Website • Report

Overall Experience

You were all so very kind from the moment we called for our initial enquiry to see if you could take our beautiful Mummy on to your Nursing floor for respite care, forgoing all the administration as it was a weekend and allowing her to come to you on the Saturday. It made such a difference to us all

knowing she was so happy, peaceful and well cared for. When we spoke to Mum on her first day, she said what a beautiful room she was in, how amazing the food was, how lovely all the staff were and that they were treating her like 'royalty'. You made what turned out to be her last days so comfortable. One nurse, in particular, was such a lovely caring nurse, and two others also lovely people - we couldn't have wished for better care and love. The Senior Village Adviser was so helpful and kind from our initial enquiry to the days after Mum passed away. We all felt Richmond Village was a lovely place to be cared for during what unfortunately were her last days. Thank you so much.

Reply from Tommy Fellows, Marketing at Richmond Villages Wood Norton

Thank you so much for taking the time to submit this review. Thanks again from all the team here, we will ensure this review is shared and your feedback is lovely to hear, we are happy it was a good experience during a difficult time.
Warm Regards.

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Review from Andy P (Son of Resident) published on 29 April 2020
Submitted via Website • Report

Overall Experience

From our first contact with the team at Wood Norton, we felt reassured and confident about the care they could offer at an extremely difficult time. The end of life care they provided was extremely professional and attentive. Nothing was too much trouble, and the entire family were comforted by the

support we received.

Reply from Tommy Fellows, Marketing at Richmond Villages Wood Norton

Thank you so much for taking the time to complete this review, we will ensure the team see this. We are glad to hear that we could help during this difficult time and support all the family. We wish you all well, from all the team at Wood Norton.

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Richmond Villages Wood Norton

Care Provided by Richmond Villages Wood Norton

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Funding & Fees Guide for Richmond Villages Wood Norton

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