Queensway House

148 Jupiter Drive, Hemel Hempstead HP2 5NP

Queensway House, in Hemel Hempstead, is registered to look after up to sixty residents, offering care packages for many extensive personal care needs, including for dementia.

The care service has an impressive inspection history with the Care Quality Commission, and looks to combine its expert care with a programme of activities so residents enjoy a satisfying day-to-day lifestyle.

Landscaped gardens, which are also wheelchair friendly, are popular with service users, as is the nutritious food menu on offer, taking account of any personal dietary needs.

Group: Gold Care Homes

Person in charge: Julie Canale (Manager)

Local Authority / Social Services: Hertfordshire County Council (click for contact details)

Type of Service: Care Home only (Residential Care) – Privately Owned , Registered for a maximum of 80 Service Users

Registered Care Categories*: Dementia • Old Age • Physical Disability

Specialist Care Categories: Alzheimer's

Admission Information: Ages 65+.

Single Rooms: 76

Shared Rooms: 2

Rooms with ensuite WC: 58

Facilities & Services: Palliative Care • Respite Care • Own GP if required • Own Furniture if required • Smoking not permitted • Close to Local shops • Near Public Transport • Minibus or other transport • Lift • Wheelchair access • Gardens for residents • Residents Kitchenette • Phone Point in own room/Mobile • Television point in own room

Parking:

30 parking space available

Latest Care Quality Commission* Report on Queensway House: click here

* Care Quality Commission is responsible for the registration and inspection of social care services in England.

Overview

The Review Score of 9.1 (maximum of 10) for Queensway House is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.3 out of 5 from 14 Reviews over all time. This Average Rating is also the rating value for Queensway House in Google's Search Results - more info

  • b) The score for the number of positive Reviews is 4.8 out of 5 from 12 positive Reviews in the last 12 months.

Detailed Breakdown

  • a) 5 Points are available for the Average Rating of all Reviews over all time. For each review the Care Home / service is rated Excellent, Good, Satisfactory, Poor or Very Poor on a number of areas eg Staff, Management etc. The Care Home receives points for each rating as follows: Excellent = 5. Good = 4. Satisfactory = 3. Poor = 2. Very Poor = 1. These points are added up and then divided by the total number of completed ratings to generate the average rating.

    The Average Rating of 4.321 for Queensway House is calculated as follows: ( (69 Excellents x 5) + (82 Goods x 4) + (12 Satisfactorys x 3) + (2 Poors x 2) ) ÷ 165 Ratings = 4.321

  • b) 5 Points are available for the number of Positive Reviews in the last 12 months. If there are no Positive Reviews in the last 12 months, then 2.5 points are available for the number of Positive Reviews in the last 2 years. A Positive Review is defined as any Review with 'Extremely Likely' or 'Likely' in answer to the question 'How likely are you to recommend this Care Home to friends and family if they needed similar care or treatment?'

    The 5 points available are broken down as follows:

    1. 4 points are available for the first 5 Positive Reviews, 3 points for the first Positive Review and then 0.25 Points for each of the next 4 Positive Reviews.

    2. 1 point is available for reaching a target number of Positive Reviews based on 20% of the number of registered maximum number of service users. If the target is partially reached then that proportion of 1 point is given. eg a Care Home with 50 registered maximum number of service users has a target of 10 Positive Reviews, if it has 10 or more Positive Reviews it will receive 1 point, if it has 7 reviews will receive 0.7 points.

    3. If there are no Positive Reviews in the last 12 months, then 2.5 points are available for the number of Positive Reviews in the last 2 years. The calculation is the same as above, except the points are divided by 2.

    The 4.75 Points relating to the number of positive Reviews for Queensway House is based on 12 positive Reviews in the last 12 months and is calculated as follows:

    1. 3 + 0.25 + 0.25 + 0.25 + 0.25 = 4

    2. Target of 16 positive Reviews (80 registered maximum number of service users ÷ 5). 12 Reviews ÷ 16 Target = 0.750

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

9.1 Queensway House has a Review Score of 9.1 (9.071) from 14 Reviews


Average Ratings

  • Excellent
    6
  • Good
    7
  • Satisfactory
    1
  • Poor
    0
  • Very Poor
    0
  • Don't Know
    0

How Likely are the Reviewers to Recommend Queensway House?

  • Extremely LIKELY
    8
  • Likely
    5
  • Don't know
    0
  • Neither Unlikely or Likely
    1
  • Unlikely
    0
  • Extremely UNLIKELY
    0

Reviewer Connection to Queensway House

  • Daughter of Resident/Service User
    6
  • Son of Resident/Service User
    6
  • Relative of Resident/Service User
    1
  • Son-in-law of Resident/Service User
    1

My mother was warmly welcomed on her arrival - the staff are very friendly and helpful. In the 3 weeks she has been in Queensway, her demeanour has vastly improved and she is happy with her room, which is simple but comfortable. My concerns over her wellbeing are relieved by the staff who treat her so well.

How likely would you be to recommend Queensway House? Extremely Likely

Overall Standard

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Average Rating:   4.8 out of 5

Kendra Bray, Relationship Manager at Queensway House responded to this review on 08 May 2018:

Thank you for your kind words. We are very pleased that Mums demeanour has vastly improved - our staff members are always here to make Mums stay a very happy one with her wellbeing fully taken care of.

I have observed a well-trained and organised caring team treating residents with dignity and respect when responding to their needs. The effort and energy that is put into organising entertainment and activities for residents are exceptional. The catering offers a varied menu of professionally cooked food of adequate proportions.

The new manager is friendly and approachable. Her enthusiasm and managerial skills have already made a noticeable difference to the team and residents.

How likely would you be to recommend Queensway House? Extremely Likely

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Average Rating:   4.7 out of 5

Dalbir Jangra, Head of Marketing and Communications at Queensway House responded to this review on 12 Apr 2018:

Dear Reviewer,

Thank you for your kind review. The team at Queensway appreciate your comments. Happy to hear your thoughts on any improvements we can implement.

Best.

My father has been in Queensway House for just over two years and overall his experience has been a good one. His room (three rooms since living there) have been nice and well kept. He is generally well and seems to be well looked after and liked by the staff who are all very nice and do a really hard but good job. Staff turnover has been an issue although there is always a care staff who have been at the home for years.
I think the staff try their best given limited resources. The home has been under measures which has helped greatly as there are now fewer residents there and before it always seemed rather too full at times. Much better now.

How likely would you be to recommend Queensway House? Likely

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Average Rating:   3.6 out of 5

Dalbir Jangra, Head of Marketing and Communications at Queensway House responded to this review on 12 Apr 2018:

Dear Reviewer,

Thank you for your review. The team at Queensway have worked tirelessly hard to improve the level of service we offer. I will review your activity rating with the Activities Co-Ordinator at Queensway and feedback.

Best.

The home is bright and clean. Staff are always welcoming, including when they are very busy caring for the residents. Staff have helped my mother to adjust from living independently to needing care and support. They have encouraged her and made her feel a valued member of the community.

How likely would you be to recommend Queensway House? Extremely Likely

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Average Rating:   4.3 out of 5

Dalbir Jangra, Head of Marketing and Communications at Queensway House responded to this review on 04 Apr 2018:

Hi Ann,

Thank you for your kind words. Your comments are appreciated by our staff.

Best.

I last visited my mother at the end of February just before her birthday. My daughter and partner were also with me.
We were very pleased to see that my mother is so well taken care of as she is very elderly and frail. Preparations for her birthday party were ongoing, a beautiful cake had been made.
We found the staff friendly and helpful. Nothing was too much trouble.

How likely would you be to recommend Queensway House? Likely

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Average Rating:   4.4 out of 5

Dalbir Jangra, Head of Marketing and Communications at Queensway House responded to this review on 28 Mar 2018:

Dear Reviewer,

Thank you for your kind words. Your comments are appreciated by our staff.

Thanks.

The staff treat residents with dignity and kindness, taking into account their individual needs like and dislikes. Catering at meal times is first class with plenty of choices and is well presented. Assistance is given where necessary. Additional snacking stations are also provided. Numerous activities are organised and residents encouraged to participate.

How likely would you be to recommend Queensway House? Extremely Likely

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Average Rating:   4.8 out of 5

Dalbir Jangra, Head of Marketing and Communications at Queensway House responded to this review on 07 Mar 2018:

Hi Colin,

Thank you for your kind words.

Feel free to contact me if you have any recommendations to improve our service offering.

My first impression of Queensway House was very good and still is. I turned up 'semi unexpectedly' and was met by admin staff and subsequently the manager. On speaking, she answered all the questions I was about to ask while showing my mother's intended room. I was most definitely satisfied with all other aspects that were, and are still, available. Since my mother's admissions she has been cared for very well and seems adaptive to a 'care home lifestyle'. Both my brother and I, on separate occasions, have made many random visits and are yet to witness any problems.

How likely would you be to recommend Queensway House? Extremely Likely

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Average Rating:   4.3 out of 5

Dalbir Jangra, Head of Marketing and Communications at Queensway House responded to this review on 07 Mar 2018:

Hi Steve,

Thank you for your kind review. Julie and her team have worked tirelessly to achieve a high standard at all times. I'm glad this meets your approval.

Happy to discuss any improvements you would like to recommend.

Dalbir.

I like the home.
The carers are nice.
The manager seems nice.
The residents are well looked after.

How likely would you be to recommend Queensway House? Likely

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Average Rating:   3.9 out of 5

Dalbir Jangra, Head at Queensway House responded to this review on 06 Mar 2018:

Hi Ann,

Thank you for your kind review.

Dalbir.

More attention to the basics that are being missed. Such as water jugs and glasses in their rooms at any given time. There should always be water available to drink.
Lack of care plans - dry skin needing regular cream applied not adhered to. When sitting out in a chair, no cushion behind her back, legs are meant to be elevated due to swelling. Calendar in her room it's never updated to the correct day and dates.

How likely would you be to recommend Queensway House? Likely

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Average Rating:   3.4 out of 5

Dalbir Jangra, Head of Marketing and Communications at Queensway House responded to this review on 08 Mar 2018:

Dear Reviewer,

Thank you for your review. The majority of comments we receive for Queensway House are very positive, so I'm surprised by your experience. I have passed your concerns to the Care Home Manager who will investigate further.

Feel free to contact me directly if you have any concerns or any further suggestions to improve our service.

Thanks.

Dalbir.

Care given to my mother at Queensway House cannot be faulted. All the staff go out of their way to help and go above and beyond care no matter what, they are there.
I wouldn't want my mother to be anywhere else except Queensway. Also, the care home is absolutely clean and we have no complaints at all. When I and my father visit my mum every day we always feel welcome and there is a tremendous atmosphere within the home. therefore, we have no complaints at all where my mother has settled in and we all feel a part of the Queensway family. Outstanding.

How likely would you be to recommend Queensway House? Extremely Likely

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Average Rating:   5 out of 5

Dalbir Jangra, Head of Marketing and Communications at Queensway House responded to this review on 06 Mar 2018:

Hi Anne,

Thank you for your kind words. Our Care Home Manager and her team have worked extremely hard to improve Queensway – their efforts are now starting to show.

Happy to discuss any areas for improvement you may have.

Best wishes,

Dalbir.

My mother has been cared for at Queensway House for the past three years. During that time she has been looked after with dignity and respect. The staff know her well and understand her needs. Any medical problems that arise are dealt with promptly and I am kept informed. Staff are professional, friendly and approachable. I am very happy with Mum’s care.

How likely would you be to recommend Queensway House? Neither Unlikely or Likely

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Average Rating:   4.5 out of 5

Dalbir Jangra, Head of Marketing and Communications at Queensway House responded to this review on 06 Mar 2018:

Dear Reviewer,

Thank you for your kind review. Happy to discuss any areas of improvement you feel are needed.

Thanks.

I am completely satisfied with the care and attention my mother is receiving from the care home. Since the commencement of her stay she has thrived. With the help, care and assistance from all the staff she has improved from an, almost, bed ridden patient to a semi-active and alert member of the in-house community. I have found the staff to be helpful, friendly and willing to go the extra yard at all times. From the cleaning staff through to the carers and senior nursing staff to the management personnel, all have shown care and commitment in all my dealings with them. I would highly recommend this facility, primarily, due to its excellent staff.

How likely would you be to recommend Queensway House? Extremely Likely

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Average Rating:   4.7 out of 5

Dalbir Jangra, Head of Marketing and Communications at Queensway House responded to this review on 07 Mar 2018:

Hi Gary,

Thank you for your kind words. Happy to hear your thoughts on any improvements you can recommend.

Thanks.

My lady has been at Queensway House for over two years and the care and attention she has received I second to none - I find everything in the home is to a high standard. The staff are very caring and the entertainment is brilliant.

The home has recently been revamped and this has been carried out to a high standard.

The staff are very attentive and respect the age of the residents, however, I do feel on many occasions there is a shortage of staff.

How likely would you be to recommend Queensway House? Extremely Likely

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Average Rating:   4.1 out of 5

The staff are always caring. They do treat the residents with sensitivity. The staff always greet visitors well. The home is kept clean and the residents are presentable.

How likely would you be to recommend Queensway House? Likely

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Average Rating:   4.1 out of 5

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