Care Home Owned by Berkley Care Group in South Gloucestershire

Reply from Angela Madden, General Manager at Badminton PlaceThank you so much for your heartfelt message and for taking the time to share your experience of your mother's care at Badminton Place.We are truly touched by your kind words and delighted to hear that the care provided by our team has made such a positive impact. It means a great deal to know that our carers' compassion, sensitivity, and sense of humour have brought comfort to your mother and reassurance to you. We're also pleased that you've noticed improvements in our administration, and I will be sure to pass on your appreciation to Kay and the wider team. Your feedback is incredibly valuable and encouraging-it reminds us why we do what we do.Thank you again for your continued trust and support. It's an honour to care for your mother.

Reply from Philip McAllister, Customer Relations Manager at Badminton PlaceThank you so much for your heartfelt words and for sharing your experience of Badminton Place. It was truly our privilege to care for your husband, a lovely man and, as you perfectly put it, an absolute legend.We are so sorry to hear that his journey before arriving with us was difficult. That makes it all the more meaningful to know that Badminton Place brought you both comfort, dignity, and joy during his time here. It means the world to us that you found the care, food, and overall atmosphere to be exceptional, our team works hard every day to make sure every resident is treated with the compassion and respect they deserve.Please do pass on our warm regards to his friends, and thank you for helping to spread the word about our home. You will always remain part of the Badminton Place family.

Reply from Philip McAllister, Customer Relations Manager at Badminton PlaceThank you for taking the time to share your feedback. I'm so pleased to hear that your wife has received excellent care during her time with us, and that our team has met your expectations, especially as her care needs have increased. Your kind words mean a great deal to the staff who support her each day with compassion and dignity.I'm very sorry to hear about the missing bottle of scent. Please accept my sincere apologies for any distress this has caused. We understand how important personal belongings are. Following my conversation with your daughter, our Home Manager will be looking into this further and will follow up with you directly.Thank you again for your feedback, it helps us to continuously improve the service we provide to our residents and their families.

Reply from Philip McAllister, Customer Relations Manager at Badminton PlaceThank you so much for taking the time to share such kind words following your dad's recent stay with us at Badminton Place.It was truly a pleasure to have him with us - the energy and warmth of his personality brought many smiles to both staff and residents alike. We're so pleased to hear that he felt happy and well cared for during his time here, and I will be sure to pass on your lovely feedback to the team, who always go above and beyond to make each stay special.We're especially glad that he enjoyed the food - our chefs will be delighted to hear that it stood out!Thank you once again - it was our privilege to care for your dad.

Reply from Philip McAllister, Customer Relations Manager at Badminton PlaceThank you so much for taking the time to share your kind words about your friend's experience at Badminton Place. We are truly heartened to hear that you and the wider family have noticed such a positive change in his awareness and responses since joining us.Our team is dedicated to creating a warm, stimulating, and supportive environment where every resident can thrive, so your feedback means a great deal to us. It's incredibly rewarding to know that our care and approach to dementia support are making a real difference.I will be sure to pass your lovely comments on to our care team and all staff-they'll be absolutely delighted.Thank you again for your support and encouragement.

Reply from Philip McAllister, Customer Relations Manager at Badminton PlaceThank you so much for your kind words and for sharing your father's experience at Badminton Place. It's truly heart-warming to hear how well he has settled in and that our team has made him feel so welcome. Celebrating his 103rd birthday with him was an absolute privilege, and we're delighted that it was such a special occasion for him and your family. We loved it! Ensuring our residents feel at home, comfortable, and supported is at the heart of everything we do, and your feedback means the world to us. Thank you for your trust- we're honoured to care for your father!

Reply from Philip McAllister, Customer Relations Manager at Badminton PlaceThank you so much for your wonderful review and thoughtful words. It truly means so much to us to know that your cousin's move into our home was a smooth and positive experience. We understand how important this transition is for families, and we are so pleased that we could help make it as seamless and reassuring as possible. Our team genuinely cares about every resident, and hearing that their kindness and dedication made a difference to you and your cousin is incredibly touching. I will make sure to share your lovely comments with everyone, especially our staff member who went the extra mile to ensure everything was just right. Most of all, knowing that your cousin's face lit up with joy when she arrived was the best reward we could ask for. We feel privileged to be part of her journey and will continue to do everything we can to make her feel safe, happy, and at home. If there's ever anything more we can do for you both, please don't hesitate to reach out.

Reply from Philip McAllister, Customer Relations Manager at Badminton PlaceI want to start by expressing my heartfelt condolences for the loss of your mother. I cannot begin to imagine how difficult this has been for you and your family. Please know that we are deeply sorry for the pain and distress you have experienced.
We are fully committed to understanding what has happened and addressing the issues you have brought to our attention. As you are aware, there is an ongoing investigation/enquiry involving our Home Manager and Operations Director to thoroughly examine the circumstances surrounding your mother's care. We are working diligently to ensure that all concerns are taken seriously and that the investigation/enquiry is both thorough and transparent.
While we acknowledge there have been some staff changes in the past, our current team is very experienced, stable, passionate, and fully aligned in their commitment to the well-being of all who live here. We continue to be committed to making meaningful changes to ensure every resident receives the care, dignity, and respect they deserve.
At this time, I'm unable to comment further but if there is anything more you would like to share, please do not hesitate to contact our Operations Director or our Home Manager with whom you have been meeting. Your voice is important to us, and we are here to listen and support you during this difficult time.

Reply from Philip McAllister, Customer Relations Manager at Badminton PlaceThank you so much for sharing your experience with us. We're truly grateful for your kind words about our team and the care we provide at Badminton Place. It's wonderful to hear that your father is starting to settle in and feel more comfortable knowing that we're here to answer his questions. We understand that transitioning into a new environment can sometimes come with challenges and we're glad to know that any hiccups along the way were addressed quickly and professionally. Your feedback reassures us that we're on the right path to delivering the level of care and support we strive for. I'm delighted to hear that you're happy with the food, surroundings and most importantly, the kindness and care from our team. Please don't hesitate to reach out to me or any member of the team if there's anything more we can do to support your father's journey with us. Thank you again for your thoughtful review, it means so much to us.

Reply from Philip McAllister, Customer Relations Manager at Badminton PlaceThank you so much for your heartfelt review. It means the world to us that your dad's transition into our home has been met with such a positive experience. We understand how important it is to feel confident and reassured when choosing the right place for a loved one, and we are truly touched that you found our home welcoming and our staff so kind and attentive. Providing exceptional care, warmth, and support is at the core of everything we do, and knowing that we've made a good impression from the start is incredibly rewarding. Your recommendation is deeply appreciated, and we'll continue to do everything we can to ensure your dad feels cared for, valued, and at home. Thank you again for sharing your thoughts. We are here for you and your family every step of the way.

Reply from Philip McAllister, Customer Relations Manager at Badminton PlaceThank you so much for taking the time to share your thoughtful feedback. We're deeply touched by your kind words and are delighted to hear that your friend appears happy and content in our care. It's our utmost priority to create a warm, homely environment and we're glad this has been reflected in your visits. We are especially pleased that you find our team caring, attentive and always ready to help, despite the busy atmosphere. We truly believe that every interaction counts and it's wonderful to know that our new management, along with our dedicated staff, is making time to connect with both residents and visitors, even during a quick chat or a warm greeting. The small moments often contribute the most to fostering that sense of community and reassurance. Thank you again for your trust and ongoing support.

Reply from Philip McAllister, Customer Relations Manager at Badminton PlaceThank you so much for sharing your experience with us. We understand how challenging it must have been for your husband to be away from home, so it truly means a lot to hear that. I'm glad to know that he found his room comfortable and that he enjoyed the meals. It's heart-warming to hear that the care he received was appreciated and I'm particularly pleased that our team could make his stay more comfortable with the recliner chair. We always strive to ensure that each resident's needs are met in a way that makes them feel at ease and I'm thankful we were able to do that for you both. We look forward to seeing you both soon.

Reply from Philip McAllister, Customer Relations Manager at Badminton PlaceThank you so much for taking the time to share such wonderful feedback about our bingo and bubbles event! We are thrilled to hear that you, your dad and everyone who attended had a fantastic time. It's always a joy to see families, residents and staff coming together to enjoy these special moments. We're delighted that you enjoyed the food, especially the desserts! Our catering team will be so pleased to know their hard work and attention to detail were appreciated. We always strive to create events that not only bring joy to our residents but also allow families to share in the fun and create lasting memories. I will be sure to pass on your kind words to all the staff involved - they work tirelessly to ensure each event is a success and feedback like yours truly means the world to them. Thank you again for your support and we look forward to welcoming you to more events in the future!

Reply from Philip McAllister, Customer Relations Manager at Badminton PlaceThank you for taking the time to share your detailed feedback about your stay at Badminton Place. Following our conversation on your visit after your respite stay, I want to assure you that we have taken your concerns to heart. We appreciate your honest feedback as it helps us continue to enhance our services. We deeply regret to hear that your experience did not meet your expectations. Firstly, we are pleased to know that our staff's care and professionalism made a positive impression on you. We pride ourselves on our team's dedication to our residents' well-being, and it is encouraging to hear that this was reflected during your stay. We have already communicated your feedback to our teams to address these lapses immediately. Additionally, on your recent visit, it is great to see that your recovery has improved since your surgery, and we are all so happy to be part of your journey to better health.

Reply from Chelsea Bligh, Customer Relations Manager at Badminton PlaceThank you so much for taking the time to share your lovely feedback, Marcus, we are honoured to have both of your close friends live with us here at Badminton Place. We are delighted to know you are satisfied with the level of care they are receiving and I will certainly share this feedback with all teams.
Thank you again.