Review from C M (Daughter of Resident) published on 18 May 2022
Submitted via Website • Report

Overall Experience

My father has been a resident since October 2021 and has settled in very well. The care he receives is excellent and he cannot praise the staff too highly. During this very difficult period of continuing lockdowns, all the staff have gone above and beyond to maintain some normality. The housekeeping

staff have been especially attentive and caring and the community liaison coordinator has been wonderful in maintaining communication with us during the lockdowns. Thanks must go to all the staff in such challenging circumstances.

Reply from Rosalind Lockley, Community Liaison Coordinator at The Wharf Care Home

Thank you so much for such lovely feedback that our team here will be so thrilled to hear. Your kind words of support are invaluable for our team's recognition of the tremendous, hard work they put in. Thank you again for taking the time to share your review, we are very fortunate to be able to have such a lovely family as part of our home.

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Review from Clive R (Brother of Resident) published on 20 April 2022
Submitted via Website • Report

Overall Experience

As I live over 200 miles away from the Wharf, my review is based on telephone contact as my last visit was last May. Whenever I contact the Wharf, my call is dealt with efficiently by both the switchboard staff and carers. My brother has been living at the Wharf for two years and is happy and well cared

for. I know there are a number of activities available but at nearly 88, my brother prefers the quiet life and the staff respect this. However, they do endeavour to maintain his independence, where possible. Being so far away, it gives me peace of mind knowing he is well cared for.

Reply from Ros Lockley, Community Liaison Coordinator at The Wharf Care Home

The team here at The Wharf are so delighted to receive this feedback and most importantly that as a family living so far away you have that peace of mind. We are very conscious of enabling communication and the importance of this for both yourselves and your brother. Thank you so much for sharing these lovely words, which will be shared with all at Team Wharf.

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Review from Sarah F (Daughter of Resident) published on 8 April 2022
Submitted via Website • Report

Overall Experience

Our mum has spent 9 months at the Wharf. She has been loved and cared for by the wonderful staff throughout that time. This last week she had a serious relapse and died today. The staff have been wonderful, caring, thoughtful and treated us like family. We have been hugged and cried with. We are so

thankful to all the staff for their love and dedication to Mum and to us.

Reply from Ros Lockley, Community Liaison Coordinator at The Wharf Care Home

Thank you so much for such kind and lovely feedback during an incredibly upsetting and difficult time for you all. Your mum was part of our Wharf family, as are the families and loved ones that we are fortunate to get to know over time. The very best we can hope for is that you at least felt the compassion, empathy and warmth from our team during those difficult days we shared. We are thankful for our opportunity to have had the absolute pleasure of sharing our days with your mum and you as a family. We are all sending the warmest of wishes and hopes of peace in time to come.

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Review from Anne P (Daughter of Resident) published on 25 March 2022
Submitted via Website • Report

Overall Experience

The Wharf is a wonderful care home. The staff are exceptionally friendly and helpful and have made Mum feel very much at home since she moved in last June. She has settled very well, the facilities are of a very high standard and are kept spotlessly clean. The staff went out of their way to get Mum

dressed up and bring her along to her granddaughter's wedding nearby so she could enjoy the family festivities. They also organised a 90th birthday celebration for her so she could have a tea party with her son and daughter on her special day. The support given for these special occasions is impressive and provides a massive boost to residents, especially during these recent, difficult times.

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Review from K D (Daughter of Resident) published on 29 September 2021
Submitted via Website • Report

Overall Experience

The staff at The Wharf could not do more for the residents and their families, they care and take pride in their work and take time to build a caring relationship and make you feel welcome. In our experience their communication with the family is superb and the care and attention they show residents

is amazing. The home itself is spotless and has lots of space and lovely lounges. The home put on activities for the residents which are really interactive and the Chef does make a difference in making sure all the residents are happy with the food, which is lovely to see. I could not speak more highly of this amazing care home, all the staff be that management, admin, care workers, chef etc, all are amazing! Thank you!

Reply from Ros Lockley, Community Liaison Coordinator at The Wharf Care Home

Thank you so much for your lovely feedback which we will be sure to share with the wider team, particularly housekeeping, activities/wellbeing and Chef who will be thrilled to read this as well as our care, management and administration teams. Thank you! feedback like this really means a lot to the team.

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Review from A B (Wife of Resident) published on 1 June 2021
Submitted via Postal Card • Report

Overall Experience

Very happy with the management. They keep me informed of my husband's health issues. I feel comfortable calling each day to hear of his state of health.

Reply from Ros Lockley, Community Liaison Coordinator at The Wharf Care Home

Thank you very much for your review of our home and fantastic to see that you feel there have been some advances in certain areas you felt weren't where they needed to be. We have every confidence that our home continues to enhance the service it provides and we are very excited for The Wharf's future.

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Review from Lynne C (Daughter-in-law of Resident) published on 27 May 2021
Submitted via Website • Report

Overall Experience

Amazing care home and staff!
My father-in-law, who has Alzheimer’s, spent two weeks respite care at The Wharf.
The community liaison coordinator was absolutely brilliant, so organised and efficient, she kept me informed throughout the whole admission process.
On the admission day, I received a call

from a lovely, friendly nurse to inform me that he had settled in well. I contacted her every day for an update which was very informative and reassuring to know that he was settled, happy, singing and eating well.
When he returned home, he told me that he had enjoyed his holiday. He was spotlessly clean, and so were his clothes.
We were so pleased and impressed with The Wharf that we have already secured a room for in a few weeks time.

Reply from Ros Lockley, Community Liaison Coordinator at The Wharf Care Home

What a pleasure to receive such lovely feedback about our home; thank you so much. The team at The Wharf really believe that communication is essential through what can be such an emotional time for all. It is so important that our families are well informed from the very first moment they make contact with us, and that communication is two way to provide the very best experience. We are very much looking forward to welcoming your father-in-law back into our home for his next holiday!.

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Review from Simon F (Son of Resident) published on 24 May 2021
Submitted via Website • Report

Overall Experience

Making the decision to put a loved one into a care home, for most, is a very difficult event. From the moment that I first contacted this home, the interaction was comprehensive, sensitive and understanding. During these dreadful Covid times it was particularly difficult for me. Not being able to access

the home was most upsetting. From day one all of the staff were wonderful. I received regular updates on my fathers settling in period, sympathetic and compassionate assurances that all was well. Every interaction that I have had, from receptionists, carers, nurses, to the person who cuts the grass, has been excellent. Any requests made by me, are all dealt with swiftly and more importantly, correctly. The level of care has exceeded my expectations and I am not an easy person to please.
I can't wait for the government to be in a position to relax the visiting rules even further. I am confident I am not going to be disappointed by what I encounter behind the Covid closed doors.

Reply from Ros Lockley, Community Liaison Coordinator at The Wharf Care Home

Thank you so much for taking the time to share such wonderful feedback regarding our home and the team here at The Wharf. It is so important to us that not only our residents, but their loved ones feel supported, and they are always met with compassion, empathy and respect. This lovely feedback will be shared with the wider team who will be thrilled. Thank you so much!

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Review from C O (Resident) published on 11 March 2021
Submitted via Postal Card • Report

Overall Experience

I love it here.
Everyone has been so kind and wonderful.
Thank you for looking after me.

Reply from Ros Lockley, Community Liaison Coordinator at The Wharf Care Home

We are thrilled to read that you're loving your stay with us at The Wharf; we very much love having you stay with us too. Thank you so much for taking the time to send in your feedback to us, which will be shared with the wider team.

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Review from Peter H (Respite Resident) published on 17 February 2021
Submitted via Postal Card • Report

Overall Experience

The nursing care, professional to a very high standard (excellent and faultless). The activities coordinator, what a great motivator and so positive in all that she does; superb lady. When checked on my prescribed medication, one bag went missing! The manager obviously did not follow any form of procedure!

When I asked to make a formal complaint, she just shrugged her shoulders 'ok', no attempt was made to offer me a complaints form, her way of dealing with was just to avoid me! Begs the question promotes to incompetence.

Reply from Ros Lockley, Community Liaison Coordinator at The Wharf Care Home

We are very grateful for your valuable time taken to detail the feedback above. Our Home, The Wharf, and the Maria Mallaband Group have a welcoming and open policy on complaints because we really value the opportunity to be able to improve our organisation. We are very sorry that you have come to feel this way, we pride ourselves on creating a positive experience for all even in circumstances such as these. Having a culture of continuous improvement is very important to us. We are very fortunate to have a new gentleman leading the team at The Wharf now. He strives for excellence in all aspects of the service we provide and would welcome the opportunity to speak with you at any time. We would like to reassure you that should you join us again, the complete experience will be as excellent as the feedback provided around our nursing care and our activities coordinator. We will ensure this really lovely feedback is shared with the wider team. We thank you again for your valued feedback.

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Review from Benjamin H (Grandson of Resident) published on 8 February 2021
Submitted via Website • Report

Overall Experience

The staff were incredible throughout my nan's stay in the Covid ward. They treated my family and I delicately, going far and beyond what was expected. They are a credit to health and care workers across the UK.

The room my nan spent her final weeks it was extremely clean and well presented (it was

honestly the most beautiful place to visit). I can't fault the service they provided us. While we waited for the inevitable they provided us with refreshments and gave valuable encouragement and advice.

The nurses and carers here genuinely create a bond with the patients and the high level of care continues after the patient has passed. I could ask for a better place for my nan to have passed.

Thank you!

Reply from Ros Lockley, Community Liaison Coordinator at The Wharf Care Home

Thank you so much for your wonderful feedback and kind words during a time that has brought heartache to your family. The team on our Meadows suit have really gone above and beyond by putting the needs of the people who need us most, before their own. Feedback like this really does mean so much to the team; they really do put the resident at the heart of everything they do. Thank you so much, from all at Team Wharf, we send our very best wishes to you and your family for the future.

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Review from Robert (Resident) published on 25 January 2021
Submitted via Website • Report

Overall Experience

Initially, respite care was needed urgently for a parent whose partner found themselves in hospital suddenly.
The response to this requirement was met with empathy and amazing efficiency.
Subsequently, the respite care has transitioned into full-time residency, again very smoothly despite the pandemic

throwing up chaos all around. We would love to encourage the partner to experience a week of respite just for the company, change of scene and the high level of care they will enjoy.

Reply from Ros Lockley, Community Liaison Coordinator at The Wharf Care Home

Thank you very much for taking the time to review our service and for the lovely comments which are greatly appreciated. We would very much love to welcome the partner to our home and that they too would benefit from the care provided. In addition to meeting new people, socialising and just being looked after is always a lovely experience for our residents. I will ensure your lovely feedback is shared with our team at The Wharf. Thank you.

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Review from Tracey G (Daughter of Resident) published on 3 December 2020
Submitted via Website • Report

Overall Experience

My mom was at The Wharf for a few months before she passed away in August. We are from Bromsgrove so had no idea what it was like, when she was sent there after being discharged from hospital, following many strokes and heart problems. The care she received was superb and I thank my lucky stars every

day that she was in such a wonderful setting for her end of life care. The staff not only supported my mom but were also wonderful and caring to me whilst I visited and of course for the days I spent with her as she passed away. The nursing home itself always smelt so clean and fresh (my mom had been in a not so pleasant setting before) and that was a big plus for me as I know she was always clean and her incontinence issues were dealt with perfectly. I really can't recommend the service highly enough.

Reply from Ros Lockley, Community Liaison Coordinator at The Wharf Care Home

Hello Tracey, thank you so very much for sharing such lovely feedback following your mum's stay with us. It's wonderful to read how you felt about the level of care provided and our facilities here at The Wharf. I will ensure this is shared with the wider team. We look forward to seeing you again in the near future when we can open our doors again.

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Review from Lisa F (Daughter of Resident) published on 17 November 2020
Submitted via Website • Report

Overall Experience

My father has been living at The Wharf since April. He is very happy and has been cared for really well. Despite lockdown, the team has worked hard to provide activities to keep the residents happy and occupied. My father loves his room. Being a purpose-built home means that he has easy access to his

ensuite shower room so he can manage well by himself. The Wi-Fi is good so the family has been able to connect with him on video calls during the lockdown. There is a lovely garden area with plenty of seating to allow residents to sit out on warm days. The staff are caring and friendly and have provided an excellent service despite the challenges they have faced this year.

Reply from Ros Lockley, Community Liaison Coordinator at The Wharf Care Home

Thank you so much for your lovely feedback, which I will ensure reaches our team. Your father brings light and fun to our home, a real treasure. We are so fortunate to have him stay with us, such a joy.

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Review from J M (Daughter of Resident) published on 10 November 2020
Submitted via Website • Report

Overall Experience

Both my parents are being looked after extremely well at The Wharf, all the staff are very pleasant and helpful at all times. It feels just like being in a luxury hotel when I able to visit. Thanks.

Reply from Ros Lockley, Community Liaison Coordinator at The Wharf Care Home

Thank you so much for this wonderful feedback. This will be shared with the team who will be very much delighted to read such lovely comments. Many thanks.

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Review from M H (Son of Resident) published on 24 February 2020
Submitted via Postal Card • Report

Overall Experience

All staff members were friendly and very helpful. Nothing was too much trouble. My mother received first-class care during her short respite stay.

Reply from Sarah Haywood, Community Liaison Coordinator at The Wharf Care Home

Thank you very much for your feedback; this has been passed onto the staff with thanks.

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Review from Marie O (Daughter of Resident) published on 2 September 2019
Submitted via Postal Card • Report

Overall Experience

My mother (93) came to this care centre a month ago after falling and breaking her femur. As she had lived with me for 5 years, I was very concerned that she would not adapt.
I can no longer care for her full time as I have health issues.
She has settled very well and has enjoyed the attention of

the lovely staff. Her room is beautiful. The whole place is very clean and the food is presented in an intimate dining room with clean table linen. The guests are treated as such, with dignity and there are plenty of stimulating activities.

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Review from Don H (Son-in-law of Resident) published on 8 May 2019
Submitted via Website • Report

Overall Experience

My father in law moved in because his freedom at his previous address was restricted making him feel depressed and lacking self-worth. Having moved his mental state has improved and he has regained his sense of freedom and is treated with dignity and respect which we value greatly.
He has mobility

problems and an acquired brain injury which makes it difficult for him to find words and phrases to make himself understood. The staff at The Wharf are aware of his difficulty and fully discuss and listen to my wife and I so that they can understand what he says avoiding any frustration when he is searching for words and phrases. This fact has gone a long way in improving his quality of life and self-worth.
The Wharf is like an all-inclusive 5-star hotel, not a care home. The facilities are easily accessible and participation in activities are encouraged and he participates through choice whereas before he would not and he is now able to enjoy the social aspect they provide for him.

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Review from Claire S (Daughter of Resident) published on 8 May 2019
Submitted via Website • Report

Overall Experience

The Wharf really stands out from the crowd.

There is always a calm caring ambience about the environment and in fact from the moment you step into The Wharf it is like stepping into a four-star hotel, not a nursing home, with its beautiful decoration, plentiful resources and not even the slightest

hint of a ‘care home smell’ or look in any way.

Dad really looks forward to his Respite breaks meaning not only do we get to go on holiday guilt free but we also do not need to worry, knowing very well that he is happy and well cared for by conscientious staff with interesting activities to occupy his days and gorgeous freshly home cooked food every day followed by a comfortable restful nights sleep.”

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Review from Virginia W (Wife of Resident) published on 7 May 2019
Submitted via Website • Report

Overall Experience

My 83 year old husband who has multiple health problems and disabilities received a week's respite care at the Wharf Care Centre recently. I cannot praise the staff highly enough. They were all kind, friendly, welcoming and very caring throughout his stay. The home itself is well designed and the dining

room and 2 lounges are particularly attractive and welcoming.
As this was my husband's first week in respite care I did not go away immediately and visited daily for the first 4 days. My husband has vascular dementia and was a little confused about what was happening but soon settled down.
I was able to have 3 days away with my daughter and family, my first proper break from full time caring for 3 years, and have subsequently felt the benefit of this very much needed break.

We both look forward to my husband's next week's respite care at The Wharf in late August when I plan to join my daughter and family for a holiday.

Very many thanks to all concerned.

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The Wharf Care Home

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