Care Home Owned by Care Homes UK Ltd in Durham

Thank you for your feedback, it is important for us to receive constructive feedback to enable us to review our practices and improve our service delivery, I am available to discuss your concerns when you are next in the home.

Thank you for your positive feedback on our care home, I will pass on your feedback to the rest of the team, We are proud of the care team we have who provide a holistic approach to each individual's care and will continue to deliver the high standards already in place.

Thank you for your lovely review, I will pass this onto our dedicated staff team caring for your uncle is both a pleasure and an honour. We are proud of our holistic approach to each individual in our care and will continue to work hard with residents and families to achieve the best care.

Thank you form your positive review, I will pass this onto our team at Oak Lodge we pride ourselves on being a small person-centred home which has a holistic approach to each individual in our care. We will continue to work hard and provide safe care.

Thank you for your lovely feedback staff always look at a holistic approach to each individual's care and support so it is nice to hear you can see this. Your Mum's care is important to us and l am happy the staff are treating your mum with the dignity and respect she deserves. Although our home is not purpose built we are making changes day by day and pride ourselves in being able to provide the person-centred approach which comes with working in a small home. Works are planned all throughout the year to make improvements so that our residents can feel comfortable, safe and at home.

Thank you very much for your positive review; it is our pleasure to continue caring for your loved one, and we appreciate feedback on your experience at Oak Lodge. The staff and management work very hard to keep up.
With best standards.

Thank you for your review on carehome.co.uk. Whilst I appreciate your comments and areas of improvement I believe your feedback to be very harsh and not entirely accurate.
I completed an in-depth assessment at your mum’s home as an emergency due to concerns with your mum’s health and family not being able to maintain the level of care they were giving due to their own circumstances. I spent the whole weekend completing a plan of care in my own time tailored to your mum’s needs and wishes, as you made a comment that previously you were not happy with the service she was currently receiving, and I very much wanted to make sure your mum's and family's experience was a positive one.
I did ring you to discuss admission for Monday afternoon and on your mum’s arrival I met you all at the door, also other staff members did too as we wanted it to be a positive experience and a warm welcome. On entering the room you mentioned that the mattress on the nursing bed (air flow) was not required, this was immediately removed by the maintenance operative and the cook as he had finished his shift. He then offered an immediate replacement. I can confirm there were some clothing items still in the wardrobe which had been overlooked but at no point had the gentleman been in the room, therefore the room was clean and tidy and had been cleaned by the domestic team. I can apologise for the inconvenience of the clothing still being in the wardrobe and there have been lessons learnt from this however the concern was dealt with immediately and at one point you had five staff supporting this to minimise the distress it caused.
Our home is a small home which is being constantly updated and refurbished. Our home is clean, tidy and well maintained with some areas we accept need updating and are in our plans to complete. There are no issues with the building which cause any form of negative effect on our person-centred care.
Prior to admission staff had completed the care plan, contacted another GP surgery that was nearer to the home, spoke with the SALT team and also the hospital consultant to ensure your mum’s needs were met.
As you were in the home for 10-15 minutes I feel I would have been able to put your concerns right had I been given the chance and more time to work collaboratively with you all to ensure the service provided was to a high standard.
I do wish you and your family well and hope you find a home you are happy with to ensure your mum’s needs and wishes are met. We welcome any constructive feedback as this is a way to continually review our service so long as it is proportionate.