Country Court レビュー 

My mother stayed at The Grange Care Home, Newport until she passed away.
Most of the staff are very kind and caring. However, from 8pm to 8am there are only 2 carers looking after up to 20 patients, with various needs, dementia, bed bound, medical conditions etc.
We have always thought this was not adequate given most residents need 2 carers to do their care. Often residents become anxious and need extra care, this may not be possible if the two carers are busy with other residents.
We have raised this concern a number of times, as have other relatives as far back as 2022 on CQC rep
Sadly management are adamant they are properly staffed.
It has been our experience that some of the carers do not always agree with the family regarding care for their sick relatives

There are many wonderfully honest, incredibly kind, helpful and friendly staff within Lakeview Lodge, most of whom do their utmost to befriend their residents, making them feel respected, cared for, and valued. Sadly our direct experience in terms of lack of data protection measures, lack of quality and inconsistencies in terms of medical records held, abysmal communications within the personnel with families of residents rarely allowed any meaningful interaction with the paramedic who visits weekly, and family requests for medical support frequently ignored, or at least receive no response. Finally, our concerns and complaints were met with the most aggressive and final of responses, necessitating us moving our parents to another provider. We have outstanding complaints in place with the relevant authorities, as escalations within the company have been ineffective.

What a wonderful place, in such a wonderful setting. Management and staff are all amazing and they work so very hard to ensure the residents are safe, clean and cared for and that all their needs are met. I’ve just joined the housekeeping team after leaving a job that i’d been in for 12 years. My only regret, is that I wished id of joined sooner…

If you require nursing care for your loved one, and especially if they have complex needs, then please do not choose this care home. Our mum sadly passed away there in October 2024.
When we arrived there with mum, we were met by a male Nurse who was very rude and argumentative, this was the case on multiple occasions. He refused to listen to concerns we had, continually talking over us on every occasion. This was the attitude from several of the nursing staff. The home was not equipped to care for nursing residents adequately, very simple but important items of equipment were not available. The rooms were not equipped comfortably or safely. Mum could not sit in the chair by her bed, it was a fall hazard. This was noted by a nurse but was not passed on to other members of staff. Therefore, we had to personally make sure that they did not let our mum sit in it. Furnishings look nice but are not fit for a nursing care room at all. We were promised that there was a footstool on order, this never appeared. It seems that Fernleigh Court do not understand that nursing care residents have very different needs. Their comfort is not catered for at all.
Over the 8 weeks our mum was a resident, we were continually anxious about the care she was receiving. We spoke with the Manager on several occasions. There was a noticeable lack of staff, some of whom made it clear to us that they are anxious about looking after residents on the nursing floor as they do not feel able to meet their complex needs satisfactorily. They themselves feel that there is not enough staff on the team at Fernleigh Court. We had to be there every day as we did not feel confident in the competency of the staff. On frequent occasions our mum had to wait an unacceptable amount of time for medication. This resulted in extreme pain, distress and oxygen saturation levels dropping significantly.
Our mum’s needs were clearly not being met, she was not showered or bathed fully in the whole 8 weeks she was there. Bedding was not changed often enough. On one occasion we were told they couldn’t change her bed because she was bedbound. There was often not enough clean bedding available.
We spent time with the kitchen staff discussing mum’s food choices, choices that were important as there were things to avoid due to her food intolerances. Doing this was a waste of time, it was all ignored. Staff were disregarding what was written on mum’s dietary sheet and were often found trying to give her things that would not agree with her or would be difficult for her to eat. It was as if they just did what they wanted, ignoring what mum needed.
Mum had hardly any proper interaction with the staff, apart from when receiving personal care. We often arrived to find her with her door firmly shut, the curtains unopened, food left from the night before, no fresh water or a clean cup. On one occasion we found mum with coffee spilt all over herself and the bed, while a hostess was standing there trying to get her to make choices from the menu. The woman was oblivious to the state mum was in. On this occasion mum was not able to converse and had been left with the coffee, even though it was obvious she was heavily medicated and was not able to eat or drink by herself.
On the day our mum passed away we felt that the staff did not acknowledge how close she was to the end of her life. It was quite obvious to us as a family that she did not have long left, but we did not see a nurse in mum’s room for most of that day. Mum was getting more anxious and distressed. We asked several times for her medication to be reviewed and updated accordingly. This was not put in place until too late, literally an hour before mum passed away, anxious, frightened and very distressed which left us all deeply traumatised. Later the nurse on night duty came into the room, he roughly slapped our mum about the face while shouting her name, then lifted her arm up and dropped it heavily onto the bed. This was to ‘verify the death’. It was truly shocking to witness. We do not want anyone else’s loved one to experience anything like this. We were left by ourselves not knowing what to do next, no one showed any empathy, only disrespect.
Two days after mum died, we went back to the home to collect her things and found the room left as it was when she passed away. Dirty bedding still left there, personal items missing.
When looking around this care home, it is easy to be very impressed by the look of the place and the facilities available. But sadly, beneath it all there is no substance. It is extremely lacking in meeting the needs of nursing care residents, and we certainly felt at times that our mum wasn’t safe there. Please do not consider this place when looking for a care home for your loved one. They do not provide safe, adequate care for nursing needs.

My Father spent a year at Fernleigh Court/Baycroft and I can honestly say I wouldn’t recommend to my worst enemy. The management were hostile and downright rude. Security for residents was appalling with supposed safety doors constantly failing. My Dad was found on numerous occasions on a different floor and then blamed for causing the doors to fail! An 80 year frail man with dementia! The maintenance guy was a complete thug who was extremely intimidating and rude.
When we started to complain my Dad was given 1 months notice to leave and they threatened to take him to a&e and leave him there if we didn’t find another home.
The trauma this caused to our family can never be undone and I would urge that people do not give their hard earned cash to pay for a loved one to be submitted to this treatment

FC were investigated by BBC SS, under S42 abuse & neglect, in the last 12months. My complaint fully upheld, for reasons best known to SS, FC were deemed safe.
CQC eventually conducted an inspection Nov 24.FC failed in every category Safe, Effective, Caring & Well Lead,Requires improvement. Two Regs breached, Safe care & treatment & good governance. It would appear FC are under investigation yet again for abuse & neglect.
It is imperative to obtain hard documentary evidence, I had been ‘fobbed off’ by two senior managers, they are not transparent. The authorities, SS & CQC will also sweep complaints under the carpet.
I have 30yrs investigative experience, and applied for no less than 8 patient data requests from various sources under the Access to Records Act 1990 to establish facts. I am in possession of 100’s pages of data, it is damming & heartbreaking to read.
Mum had a carer sitting by her bedside for safety (funded & provided by NHS CHC) There is a contemporaneous record of what my mother was saying & doing in the last days of her life.
I made a formal complaint to HQ & insisted that it was investigated by a manager removed from Kempston.
FC failed to register my mother with a GP in Beds. FC insisted they had registered Mum on Day 1. Discrepancies appeared in data where two other nurses claimed to register Mum. I had it independently investigated, No registration documents were ever submitted.
My mother was denied access to GP, medication & palliative care. She had previously been on Palliative care register in MK, services are not transferable. BLMK ICB were responsible for transferring an end of life patient into an incompetent Nursing home.
FC ran out of Digoxin prescribed medication. Not one nurse attempted to order for 6 days even though a manager was aware that they were short from Day1. FC had failed to set up electronic prescription ordering & proxy access.I wasn’t informed & held a POA.
At no time did nurses seek professional palliative care advice. In the event, my mother wouldn’t have been entitled because FC failed to register her with a GP.
At 3am on Day 6 a nurse contacted NHS111 demanding a script to be done in five hours as they were out of stock, next dose due at 8am. It was declined.
No attempt was made to order any end of life medication (JIC, 5 comprising 5 drugs) until day 6.
FC delegated an unqualified receptionist to order controlled drugs from my mother’s surgery in MK. I was contacted by a GP wishing to discuss medication. At this time I was oblivious to the unfolding carnage at FC and ended up embroiled in a monumental medication fiasco.
The following day, I held a discussion with a senior manager regarding the fiasco. In her quest to avoid detection, she blamed MK surgery. From the outset she deployed deflection technique to avert blame away from FC. Following my investigation, it transpired that two Dr’s had already been on site on Day 2 & 4! Any mitigation completely blown out.
Bedrail assessment completed Day 4, no bed rail protectors placed. Day 5 my mother is discovered unattended with her leg through the bed rail. She was supposed to be supervised 24/7, her safety was compromised. She was placed in isolation in a room on the 1st floor with only two rooms occupied.
Day 9, my Mum passed, expected, explained not suspicious. I asked the nurse who delivered the death message who would be signing off the death cert (MCCD) She didn’t know. I asked her for the name of the attending Dr, she didn’t know.
Bucks were unable to deal, death occurred in Beds.
Day 5 I contacted FC & spoke to a senior manager requesting the name of the attending Dr. Response, I don’t know, we call NHS 111” I was absolutely furious at this point & wasted no time reporting the fact to Beds Coroner’s office advising that my mother had died at FC, no MCCD completed & staff being obstructive. My mother’s death didn’t legally exist & nobody was dealing with it. Investigation revealed nurse failed to record attending Dr's details.
Above is a snapshot, there’s reams of it. On a personal note, my mother endured the most dreadful end of life experience at FC, she suffered while nurses & management stood by & watched.

Shocking experience from this so called ‘caring company’! Our mum was neglected, her food intolerances ignored, and she was not bathed for the 8 weeks she was in the home. Her mental health suffered due to no interaction apart from when her personal care was being provided. We visited mum daily because we did not trust this place. We would arrive to mums room, her bedroom door shut tight, mum staring at a television that wasn’t even turned on for her. When we arrived each morning her water jug was exactly as we’d left it the evening before, indicating that she wasn’t offered any water in our absence. They stopped giving her breakfast once she could no longer feed herself, and we’d often find a biscuit still in its packet left on her table, out of her reach, and mum didn’t have the ability to open the packet and feed herself, so this was a ridiculous thing to do. Water wasn’t refreshed daily, when we asked about this nobody seemed to know whose job it was to do this. Staff were not trained to a satisfactory standard, as such they are nowhere near competent in caring for residents with complex care needs. Fernleigh Court (Kempston) was advertised as a Nursing home, and able to provide end of life and palliative care to their residents. ABSOLUTELY RUBBISH!! On the day our mum died nobody seemed to recognise the stage she was at. We campaigned all day for medication, the clinical lead (male nurse) had no sense of urgency, he never came up to see mum, it took several hours (and the deputy manager to step in) to get mum the medication needed, however it was too late, as such, our mum died in pain, anxious and terrified, with NO staff to be see... As a family we were left to deal with mum dying alone, with no help, advice or assistance from them. Clinical lead was nowhere to be seen! When mum died we informed the male nurse on that floor, he proceeded to enter the room, slapped mum roughly around the face, shouted her name, lifted her arm up in the air and letting it drop heavily back onto the bed, before saying, “no vital signs” and walking out of the room!
The lead male nurse came in (eventually) and shouted at us when we asked him a question as to whether or not they needed to call a doctor to certify her death. He told us to be quiet and let him speak (our mum had literally just died and we were asking a valid question)
When the undertakers came to collect our mum, the staff were laughing and joking whilst watching videos on their phones, this was done loudly and blatantly in front of us, who were all crying, whilst they wheeled our mum out of the home on a gurney!
NO STAFF cared enough to offer their condolences!
We returned 2 days later to collect mums belongings, on entering her room we were shocked that the soiled bedsheets were left on the bed, it was very distressing. They didn’t even have the decency to tidy up her room to a respectable level for us to go back into. Truly shocking!
Two precious items (not expensive, but sentimental) were stolen from mums room. Nobody seemed to care about this. We were told they’d look for them, but they never acknowledged that clearly they’ve been stolen as they haven’t been found!
Bedbound residents receive no interaction and are isolated from everyone else.
Staff told us on multiple occasions that they were anxious about working with residents on the 2nd floor as they didn’t feel confident due to the care needs being quite complex on that floor.
Surely a nursing home should have further training to ensure their staff are able to care for those with very complex care needs. If not, why accept these people as residents?!!
Our mum was denied access to the palliative care team, despite us asking on multiple occasions, AND THE FACT SHE WAS ADMITTED INTO THEIR CARE DIRECTLY FROM A HOSPICE, we were told by a male nurse that he knew what he was doing and there was no need!
There was no consistency in care at all. Mums bed was rarely fully changed. We’d overhear staff talking about there literally only being 3 sheets left in the entire building so to ‘go easy on laundry’! We asked one carer if mum could have her bed changed and we were told, “we can’t because she’s bed bound”, not only is this shocking, it’s also unacceptable!!

We put our complaint in writing and sent to head office, we weren’t even invited to have a sit down meeting to discuss our concerns. Instead we received a ‘stock reply’ which hadn’t been checked for grammar and punctuation. They didn’t even have enough respect to ensure their correspondence was appropriate to the situation! We found it insulting! This company do not care!! These kind of companies only care about profit.
Our whole experience with this company has caused us distress and trauma. Our mum was not treated with dignity or respect, (not even in death)!! They were incompetent, negligent and abusive!
STAY WELL AWAY!!

Don't expect this care home company to support when dementia get tough when it's tough they chuck you out Link House SW20 9Ba

Absolutely horrendous experience. My Mum was at Link House Nursing Home SW20
Problems include , stealing of Mum's valuables , even when she had passed ! Failure to contact my brother and I of an accident . Failure to call us until the next morning after she had passed !
Avoid a huge money making pit , with no thought of respect and care

After a difficult time my mum went into Westfield several years ago and we are regular visitors. The place feels homely, is warm, comfortable, and she is content and happy. The staff are kind, welcoming and nothing is too much trouble, mum is treated with dignity and respect. She enjoys all the activities arranged by the entertainment team which she is able to participate in, unfortunately she is no longer able to go on the various trips out of the home. The chefs and kitchen staff prepare a varied menu and delicious food, of which there is plenty. Everywhere is kept clean and tidy, staff and residents appear happy and well cared for.

Heartlands is an excellent care home. My cousin has been there since December and we are delighted with the way she has been made to feel welcome and loved. The staff govout of their way to meet the specific needs of their residents - trips to suit their interests and lots of activities and engagement to stimulate and support them. We are so pleased to see my cousin looking better and much more interested in things than she has been for a long time. We cannot thank the staff enough for their expert care, kind and compassionate approach and dedication to their residents.

Woodlands Country Court is a wonderful care and residential facility. They look after my Mother and the standard of care and their compassion is second to none. The patience and respect the staff demonstrate from management to care and admin is exemplary. The only one issue I have had is timely communications regarding my Mother via email when requested, as I am based abroad. However, I would have no hesitation recommending Woodlands despite this one issue.

My husband has been at The Grange for 18 months and I am very pleased with his care. The staff are excellent - kind and caring. Plenty of activities to keep the residents occupied. Clean and great food.

My elderly mother has been in Lyncroft for three years and for that time I have been very happy with the care and attention she has received. The staff are cheerful, conscientious and are happy to help at all times. The carers are respectful and polite. The activities provided by the coordinator keep the residents involved and busy. No job is too much for the staff. My mother enjoys visits to garden centres, coffee mornings and other outings provided by the home. There is a family feeling within the home and visitors are made very welcome, no matter what time of the day they visit. I would fully recommend this home for your loved one.

Continued excellent service care by all, for my centenarian mother, Mary Skinner, headed up by Edmund Yeboah and Julie Roberts.
Very grateful and sincere thanks to all.
Clive SKINNER

Carter House is a very well run care home. All the staff are very caring and our mum has settled in well and calls it home. There are lots of activities if you wish to join in. It is also very clean and has a lovely outside garden.

Our Mother is very happy and content at The Grange, the staff work really hard, they are stars! Good facilities.

We moved a frail elderly lady for whom we have LPA from another home where she was unhappy to Neale Court. Her late husband had been there for a few months before his death, and she had been impressed with his care, and told us that if she ever had to go into care this is where she would choose. It was clear to us that NC was far superior: much more pleasant in every way. Communication to and from the (very pleasant) staff is very good, it is clean and odour-free and has a pleasant ambience. There is also regular entertainment for those who want it.

Carers show genuine warmth and compassion. Respectful to my elderly relative and helped to feel comfortable and settled. Lots of fun activities for the residents.

Woodlands House is the most amazing care home and my Mum could not be any more happy there. The staff are just out of this world, every single person is kind, considerate and efficient. The residents are treated so beautifully, and there’s such a lovely feeling of content within the home. Thank you to each and every person that works here, you make a difficult time for any family easier with the support you offer not only to the new resident, but to family members too. I can not recommend Woodlands House enough.