Queensway House

148 Jupiter Drive, Hemel Hempstead HP2 5NP
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9.2 90 Reviews
  • Queensway House, Hemel Hempstead
If you are looking for a home-like atmosphere where staff feel like family members, then look no further than Queensway House. They are known to deliver the very best care, welcoming atmosphere to all, and have the most understanding and kind staff providing exceptional care to their service users.

Queensway offers first-class care for residents. Located in Hemel Hempstead, Queensway is located near to major shopping centres and transport hubs.

The home also benefits from substantial grounds which are often used for outdoor activities. Each one of the residents enjoys unique, personalised care, built around them and designed to make their stay with us as enjoyable and fulfilling as possible. They specialise in a wide pallet of care needs, specifically challenging cases such as Dementia/ Alzheimer’s and disability.

'It’s what’s inside that counts' - Gold Care Homes' new slogan represents what people truly find important about care homes, and what they love about Queensway, the staff. Care workers are the heart of the business. Queensway House has long standing staff who are devoted to caring and creating a friendly, fun, home-like atmosphere for their residents. Gold Care Homes invest in their hardworking staff, empowering them to advance in their career and their ideas are heard in order to improve their working environment/their residents home.

There are a vast selection of staff who are able to speak many different languages. This is available for residents who cannot speak English and this is especially beneficial for those living with dementia. Please contact to find out what languages are on offer.

Residents also will also benefit from:

- Dementia Café
- Landscaped sensory garden
- Cinema room
- Themed Halls
- Ability to customise your room to your taste
- Private Dining
- Great selection of activities to enjoy
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Care Provided

Primary Care Categories

  • Older Person Care
  • Dementia
  • Younger Adults

Length of Stay

  • Permanent Care
  • Respite Care

Care Types Provided

  • Residential Care
  • Nursing Care
  • Dementia Residential Care
  • Dementia Nursing Care
  • For a maximum of 80 Service Users

Dementia Care Types

  • Mild Dementia
  • Moderate Dementia
  • Advanced/Complex Dementia

Other Care Provided

  • Parkinson's Disease
  • Stroke
  • Palliative / End of Life Care

Facilities

  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Smoking not permitted
  • Close to Local shops
  • Near Public Transport
  • Minibus or other transport
  • Lift
  • Wheelchair Access
  • Gardens
  • Bar/Café
  • Residents Kitchenette
  • Phone Point in own room
  • Television point in own room
  • Residents Internet Access

Funding & Fees

Weekly Charges per Person

  • Self-Funded Residential Care: £1300 – £1400
  • Self-Funded Residential Dementia Care: £1300 – £1400
  • Self-Funded Nursing Care: £1500 – £1500
  • Self-Funded Nursing Dementia Care: £1500 – £1500
  • RESPITE Self-Funded Residential Care: £1600 – £1600
  • RESPITE Self-Funded Residential Dementia Care: £1600 – £1600
  • RESPITE Self-Funded Nursing Care: £1700 – £1700
  • RESPITE Self-Funded Nursing Dementia Care: £1700 – £1700

Fees are subject to an assessment of individual needs.

These prices are only a guideline, please contact Queensway House to find out the exact price for your requirements.

Funding Types Accepted

  • Self Funding (Private)
  • Local Authority with Top Up
  • Local Authority
  • NHS Continuing Healthcare (CHC)

Support you may be entitled to

If you chose a care home based in England, you may be eligible for NHS Funded Nursing Care (FNC), which helps cover the cost of nursing. This is worth £254.06 per week and is usually paid directly to the care home.

Good to Know

Group/Owner

Person in charge

  • Charlotte Ford (Home Manager)

Local Authority / Social Services

Admission Criteria

  • Ages from 18 to 120

Care Home Design/Build

  • Purpose Built: Yes
  • Year Purpose Built: 1972
  • Last Refurbishment: 1999
  • Number of floors: 2

Room Information

  • Single Rooms (78)
  • Couples/Companion Rooms (1)
  • Single Rooms with Ensuite Wet Room (52)
  • Couples/Companion Rooms with Ensuite Wet Room (1)

Visiting

  • Anytime, except protected meal times. Meal times are:
    08:00- 10:30
    12:30-13:30
    16:30-17:30
    Can have meals with relative, notice preferable, but not essential.

Parking

  • 30 free parking space available

Queensway House Reviews (90)

9.2

Queensway House has a Review Score of 9.2 (9.223) out of 10, based on 30 reviews in the last 2 years.
Over all time Queensway House has 90 reviews.

Overall Experience
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Date Published
  • 90
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Reviewer Connection to Queensway House
  • 27
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Total of 90, showing 1-20
Review from Ann-Marie L (Daughter-in-law of Resident) published on 9 September 2025 Submitted via Website • Report
Overall Experience 1.0 out of 5
I would love to see the full investigation/formal response to all of the complaints as we have never seen a formal response in particular to the verbal abuse attack on myself from a staff member issue, I have had to go back into therapy because of this. I was doing so well with my own issuse & was
out of therapy. One complaint was resolved by us spending an hour in the laundry room we have NEVER had what I would deem a formal response because while they do come back and acknowledge any subsequent points/discussions/concerns are ignored with no follow up. They are quick enough to follow up negative reviews. The staff do their best & we cannot fault their efforts but there aren't enough of them. Dementia residents are put into a loud room together and just left there with little stimulation, we then asked for her to be put in quiet room and found her on her own and had to give her 4 beakers of orange juice where she was so thirsty I raised a concern over this but it happened again.
Reply from Charlotte Ford, Home Manager at Queensway House

Thanks again, for leaving another review. We have a comprehensive complaints policy which shows you the available steps to take if you are unsatisfied of the outcome of any matter raised and investigated, and the escalation process therein. You were indeed provided with a response, and an in person meeting was also held with the regional manager. The staff member who was the subject of your complaint is no longer employed by us, and, whilst we are sorry that this has had such an impact on you, with this in mind there is little more that we can now do and the matter is closed. Numerous changes have been made under my management, including the introduction of a quiet lounge, and we are currently in the throes of implementing a cafe area. Our priority remains our residents, and ensuring their care and comfort, and all feedback is welcome in allowing us to make any and all improvements and changes that benefit them.

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Review from A H (Wife of Resident) published on 8 September 2025 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
More things for patients do. At present they just sit in chairs and fall asleep give them magazines/ puzzles etc.
Sandwiches at teatime need to be of normal size not just fingers as this has to last patients all night.
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Review from P L (Son of Resident) published on 22 August 2025 Submitted via Website • Report
Overall Experience 1.0 out of 5
Looks elsewhere ! My mum was a resident in this care home for over a year and in the end we moved her out of here because the home is substandard. Care staff do their best but I feel are hampered from above and the level of care just isn't what I'd expect at the price. We had numerous complaints
of which none were ever followed up on to a satisfactory level by management, we suffered verbal abuse by a member of staff which was never followed up on and it felt like the senior management of the company just didn't give a damn.
The home itself is an old childrens home from the 80's that has been converted and doesn't have great facilities, isn't very warm/welcoming in terms of its feel, the bedrooms are small and the lounge facilities on the dementia ward are just cold with all the residents 'herded in' to make life easier for the staff.
In the end we moved her somewhere that was like a 5-star hotel in comparison.
Reply from Charlotte Ford, Home Manager at Queensway House

Thank you for taking the time to leave a review although it is disappointing to read your comments, as you will see they do not reflect the vast majority of reviews we have received. As the new home manager, I was not involved in looking into your concerns but can see from our records that a full investigation was carried out at the time, and a full formal response was issued to you, and that all matters raised, where necessary were addressed. Our home has recently started to undergo some refurbishment works too so we are excited to see the bright and airy facilities available to our residents.

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Review from R F (Grandson of Resident) published on 22 August 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
Since moving into Queensway House,
my relative appears more engaging, happier, looks well, clean and presentable. Full credit to all the staff involved with her.
All members of staff are approachable, friendly and caring.
The home is very clean, looks homely and modern. Food looks impressive and
relative appears to enjoy what is on offer. Bedroom is modern and clean, building is secure, there are activities going on throughout the week.
Reply from Charlotte Ford, Home Manager at Queensway House

Thank you so much for your kind words, my team will be delighted to hear your praise!

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Review from Rob D (Husband of Resident) published on 31 July 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
All staff are very helpful and attentive. My wife is kept comfortable and safe.
Lovely room.
Very happy with all the stay.
Reply from Charlotte Ford, Home Manager at Queensway House

Thank you for sharing your experience of our home. It has been our pleasure to welcome your wife into our care.

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Review from Claire H (Daughter of Resident) published on 10 July 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
I moved my Mum to Queensway House from another home, instantly the warmth was there as we walked through the door. She was greated by new & familiar staff & Mums face beamed!! The activities team have changed her life from boredom to happiness, the staff are patient, attentive & support the family's
wishes. Mum is a downstairs resident & enjoys being part of the residents team ! There's always plenty of refreshments, fruit & snacks along side the three meals a day. Mum especially likes to be involved in the day trips out too. Wel done to All the staff at Queensway House keep up the outstanding work, you've got this!
Reply from Charlotte Ford, Home Manager at Queensway House

Thank you for your kind words, I'm happy to hear your mum feels at home with us. Warm regards,

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Review from A P (Daughter-in-law of Resident) published on 10 July 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother in law has been in Queensway house for the last 18months.
She is extremely well cared for by the staff even though her Dementia doesn't always make her the most easy of residents to deal with. The staff always have a smile and do their very best to make her happy.
She enjoys her food and
it is always delicious and the menu is very varied.
There is always a good programme of activities on offer and day trips out.
Reply from Charlotte Ford, Home Manager at Queensway House

Thank you for your kind words, we're happy to care for your loved one! Regards,

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Review from L K (Daughter of Resident) published on 10 July 2025 Submitted via Website • Report
Overall Experience 4.0 out of 5
The care home do their best to offer mum support, options, and care. Complex situations have been delft with well and staff will always deal with whatever is asked. Mum is encouraged to join in with activities and get involved but prefers to stay in her room, which is a shame as there are some ideal
things she could get involved in. The care and support mum has been given to date has been good, and the staff are very friendly. Sometimes mums room does look like it could do with a better clean in area's that are not always visible, and it could do with a lick of paint. (this is building maintenance - not care ) Our main concerns of mum being safe and looked after are met, we do not worry. Food is varied and good, although mum chooses to eat a very bland diet, so variation is limited due to mums choices. The gardens are well kept and on the whole the care home seems well equipped, comfortable. Staff are warm and welcoming and when approached nothing is too much trouble. #HappyPlace
Reply from Charlotte, Home Manager at Queensway House

Thank you so much for your kind words. It is indeed a happyplace! HM

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Review from Dawn W (Daughter of Resident) published on 16 May 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mum has been at Queensway for nine months
Initially it was only going to be until a home more local home was found for her however I decided that she should stay there, the care that my mum gets is 2nd to none
The staff are amazing friendly they don't only care for their residence. They also care
for their families.
I found it extremely hard to cope with the guilt of having my mum in residential care
But now I know that she is safe, happy and cared for
The slight issues or concern for my mum and they are on the phone to me
My mum has just turned 94 and we had a party for her at Queensway. They designated the lounge for us decorated it and also help with the supplier food.
I cannot praise the staff here highly enough. They are absolutely amazing. They even let me stay on Christmas Eve so I could wake up with my mum on Christmas morning like I have done all my life.
There is always a warm welcome. I feel that the staff there are now my friends and I love them all.
Reply from Charlotte Ford, Home Manager at Queensway House

Thank you so much for your kind review! It is our pleasure to care for your mother. Warm regards

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Review from Karen C (Friend of Resident) published on 16 May 2025 Submitted via Website • Report
Overall Experience 3.0 out of 5
Not impressed. rooms are bland and not clean, one visit there was a rotten grape on the floor, this was still in the same place 10 days later. looks more like a hospital room than a home. my friend is left alone most of the day, where she cries and is becoming very depressed. meals look ok, but nothing
to write home about. carers are floating around, but not actually caring. Things go missing and it takes weeks to find (if they're found at all) and residents just wander in and out of other residents rooms. don't know if I'd want any of my family members in there.
Reply from Charlotte Ford, Home Manager at Queensway House

Thank you for taking the time to write a review. I am saddened to read your comments, as they are not reflective of the high standards we consistently achieve and are recognised for here at Queensway House. I would like to better understand your concerns so that any issues can be appropriately addressed and I would encourage you to speak with me the next time you visit your friend. With best regards, Charlotte

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Review from D S (Son of Resident) published on 23 April 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Hi my mother has been at Queensway for about 6 weeks now! We are very pleased with the nursing care and care and attention of all staff here! She is thoroughly looked after and we know she is on very good professional care! With her dementia we know it is very challenging sometimes and really appreciate
their loving care she receives here at the home! Thank you so much.
Reply from Charlotte Ford, Home Manager at Queensway House

Thanks for leaving us a review. It is our pleasure to care for all our residents. Kind regards

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Review from W J (Son of Resident) published on 18 April 2025 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Lovely carers. Very clean. Staff are amazing, lovely rooms. Staff care of patients is excellent. Management needs to be more visible and engaging. Reception staff and sisters are brilliant.
Reply from Charlotte Ford, Home Manager at Queensway House

Thank you for your lovely review. We're so pleased to hear your kind words about our team. Best wishes

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Review from Joanne H (Daughter of Resident) published on 4 April 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
Mum has been made so welcome and even with her challenging behaviour. She has been treated with dignity and care.
Queensway House is very clean Mum enjoys her food as well as the activities that are on
Reply from Charlotte, Home Manager at Queensway House

Thrilled to hear you are pleased with our home. Thank you for taking the time to share your experience.

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Review from Kay W (Sister of Resident) published on 4 April 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
I think my brother is really happy he is treated really well he loves the food and he likes the staff he is keeper clean and tidy he really looks so much better he was very ill now he is so much better all he needs now is to get up and start walking he did like going to the dining room and talking to
the other people
Reply from Charlotte, Home Manager at Queensway House

Thank you for leaving us such a lovely review. Kind regards

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Review from J K (Daughter of Resident) published on 2 April 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
All staff very friendly and helpful. Always acknowledge residents by their first name. Food very good- nutritious and tasty. Rooms are good size and residents are allowed to put up personal photos on the walls- big windows- light and airy. Mum is lucky enough to have a bird feeder outside her window.
Nice gardens for residents to sit in.
Reply from Charlotte Ford, Home Manager at Queensway House

Thanks for leaving us a review and for such kind comments for our home and team. Best wishes

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Review from S W (Daughter of Resident) published on 31 March 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Friendly staff, well kept care home.
Reply from Charlotte, Home Manager at Queensway House

Thank you for taking the time to leave us a review. Best wishes

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Review from R S (Friend of Resident) published on 28 March 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
Fantastic, friendly staff, lovely clean home. I'd be happy to put my family members in here to be looked after by the wonderful and proud team. 10/10 would recommend. Thank you for your wonderful services.
Reply from Charlotte Ford, Home Manager at Queensway House

Thank you for your kind review of our home and team! I will be sure to pass it on. Warm regards

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Review from Toni M (Friend of Resident) published on 28 March 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
A fantastic home which is very clean as you always see cleaners walking about. All the staff is extremely welcoming. Food is always cooked fresh. Carers are always dotted around and are always there to help with any questions
Reply from Charlotte Ford, Home Manager at Queensway House

Thank you for your wonderful review! Warm regards

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Review from Julia B (Daughter-in-law of Resident) published on 20 December 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
We came this afternoon to drop off equipment, clothes, and toiletries for my Mother-in-law who would be transferred from a 3-week stay in hospital to have an assessment time in Queensway House for what her needs are and what care can be offered. All the staff were kind, friendly and of the utmost efficiency.
We were treated with absolute care and respect, which clearly showed us how well my ailing mother-in-law will be treated while she stays at Queensway House.
Everything we saw during our short visit assured us completely that this was the best place for her and this was confirmed when my mother-in-law called to say that she was happy and had moved in safely.
Reply from Ruth Kigaa, Care Home Manager at Queensway House

Thank you for your 5-star review for our home and our team. We're delighted to hear your mother-in-law has settled in happily at Queensway House. Warm regards.

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Review from T S (Friend of Resident) published on 9 September 2024 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My friend came here straight from hospital to be assessed. She is now in residential care. She has been treated with care and respect. I am unable to visit more than once a week so I speak to staff and my friend regularly to check on how things are. Staff (carers, office, managers, nurses) are all knowledgable
and keep me informed. My friend was settled well and now started to integrate with the residents and use the facilities i.e hairdresser. Thank you.
Reply from Asvin Jhoollun, Home Manager at Queensway House

Thank you for taking the time to share your positive experience with us. We're pleased to hear that your friend has been treated with care and respect since joining our care.

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Current Review Score: 9.2 (9.223)

Overview of Review Score

The Review Score of 9.2 (9.223) out of 10 for Queensway House is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.2 out of 5 from 30 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 5.0 out of 5 from 25 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  1. 5 Points are available for the Average Rating from all Reviews in the last 24 months. The Average Rating of 4.223 for Queensway House is calculated as follows: ( (223 Excellents x 5) + (59 Goods x 4) + (21 Satisfactorys x 3) + (14 Poors x 2) + (32 Very Poors x 1) ) ÷ 349 Ratings = 4.223
  2. 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5'). The 5 Points relating to the number of positive Reviews for Queensway House is based on 25 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    1. 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4
    2. 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 80 registered maximum number of service users is 16, which has been reached with 25 Positive reviews. Points = 1
  3. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
  4. If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

Care Quality Commission (CQC) Rating

Date: 2 Dec 2021

Overall Good

  • Caring Good
  • Effective Good
  • Responsive Good
  • Safe Good
  • Well-led Requires improvement
Care Quality Commission is responsible for the registration and inspection of social care services in England. View Latest Report

Bed Vacancies

Please contact us for latest vacancies.

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Awards / Recognitions (9)

Meet the Team (1)

Charlotte

Charlotte Ford

Job Title: Home Manager Joined: 2018

Charlotte has been a part of the Gold Care family for a long time, working in some of our sister homes before taking a short break. She has returned to us recently as Home Manager at Queensway House and we're thrilled to have her back!

Frequently Asked Questions about Queensway House

What types of Care is Queensway House registered for?

Older Person Care, Dementia & Younger Adults are the registered (by the Care Quality Commission) categories of Care.

How many Rooms does Queensway House have?

There are 78 Single Rooms and 1 Couple/Companion Room.

What are the Facilities & Services at Queensway House?

Own Furniture if required, Pet Friendly (or by arrangement), Smoking not permitted, Close to Local shops, Near Public Transport, Minibus or other transport, Lift, Wheelchair Access, Gardens, Bar/Café, Residents Kitchenette, Phone Point in own room, Television point in own room & Residents Internet Access are some of the Facilities & Services.

How far is Queensway House to the centre of Hemel Hempstead?

0.9 mile(s) as the crow flies, distance by road may be significantly further.

Information on this page is displayed without responsibility for its accuracy on the part of carehome.co.uk. Please contact Queensway House to verify any information. View our terms and conditions. Queensway House has an Enhanced Service - more info.