The Queensmead

Victoria Road, Polegate BN26 6BU

The Queensmead is one of three East Sussex care homes from the luxury portfolio of Chanctonbury Healthcare, that has been purpose-built to suit the residential care needs of up to thirty-seven individuals.

The service explores every avenue available in order to make sure residents are satisfied and comfortable, with personal care plans, activity programmes and excellent food menus, while all bedrooms are en-suite.

Spacious social and dining areas make for a quality in-house atmosphere, with visitors made to feel a part of the service and secluded gardens popular during the warmer weather.

Group: Chanctonbury Healthcare Ltd

Person in charge: Diana Windsor (Manager)

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

Type of Service: Care Home only (Residential Care) – Privately Owned , Registered for a maximum of 34 Service Users

Registered Care Categories*: Old Age

Admission Information: Ages 65+.

Single Rooms: 30

Shared Rooms: 2

Rooms with ensuite WC: 30

Weekly Charges Guide: Personal Care Single £850 – £950 (These prices are only a guideline, please contact The Queensmead to find out the exact price for your requirements.)

Facilities & Services: Day Care • Respite Care • Convalescent Care • Physiotherapy • 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 • Bar/Cafe on premises • Residents Kitchenette • Phone Point in own room/Mobile • Television point in own room • Residents Internet Access

Visiting:

The Queensmead welcomes visitors at any time, but please let the home know in advance if visiting after 7pm or before 9am so that arrangements can made to see visitors.

Parking:

There is free parking on site.

Latest Care Quality Commission* Report on The Queensmead: click here

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

Overview

The Review Score of 9.6 (maximum of 10) for The Queensmead is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.7 out of 5 from 40 Reviews over all time. This Average Rating is also the rating value for The Queensmead in Google's Search Results - more info

  • b) The score for the number of positive Reviews is 4.9 out of 5 from 6 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 4.714 for The Queensmead is calculated as follows: ( (371 Excellents x 5) + (76 Goods x 4) + (27 Satisfactorys x 3) + (2 Poors x 2) ) ÷ 476 Ratings = 4.714

  • 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 4.882 Points relating to the number of positive Reviews for The Queensmead is based on 6 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 6.8 positive Reviews (34 registered maximum number of service users ÷ 5). 6 Reviews ÷ 6.8 Target = 0.882

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

9.6 The Queensmead has a Review Score of 9.6 (9.596) from 40 Reviews


Average Ratings

  • Excellent
    33
  • Good
    5
  • Satisfactory
    2
  • Poor
    0
  • Very Poor
    0
  • Don't Know
    0

How Likely are the Reviewers to Recommend The Queensmead?

  • Extremely LIKELY
    38
  • Likely
    0
  • Don't know
    0
  • Neither Unlikely or Likely
    2
  • Unlikely
    0
  • Extremely UNLIKELY
    0

Reviewer Connection to The Queensmead

  • Daughter of Resident/Service User
    9
  • Son of Resident/Service User
    8
  • Friend of Resident/Service User
    6
  • Niece of Resident/Service User
    3
  • Wife of Resident/Service User
    3
  • more

Day staff usually answer the bell without too much delay, although weekends can be sporadic. Night staff are not so good.
The care plan is not always clear. One member of staff says one thing, another says the opposite.
The catering staff are good. Not enough time spent on just chatting to residents. My mother spends most of her time in her room and finds it lonely.
Bathing facilities are not brilliant, my mother can't get in the shower and one bath a week is inadequate.
Marked clothes have 'gone missing' although laundry has been searched.
My mother is deaf and nearly blind and finds going to the lounge difficult.

How likely would you be to recommend The Queensmead? Neither Unlikely or Likely

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Average Rating:   2.8 out of 5

Kate Russell, Marketing Manager at The Queensmead responded to this review on 22 Jan 2018:

Thank you for your review from November.

We would like to invite you to join us for a full care plan review where we can discuss your concerns further, the home manager shall be in touch with you shortly to arrange a date at your earliest convenience. The home manager’s door is always open should you ever have a cause for concern, however we thank you for the apprehensions you have raised in your review which shall be fully investigated by the team.

Many thanks

This home is mixed in condition - decorating is taking place. I'm in a newly done room. It is very attractive - plenty of drawer space, two chairs, en-suite, the most comfortable bed, good sized drawers, lighting is excellent (safety needs are obvious). Delightful TV - shelving for nick nacks and spacious wardrobe. All furniture in a soft beige, walls are plain cream plus brightly coloured curtains. The radiator cover is beautifully designed, adding style to the overall view. A warm and welcoming atmosphere.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

Rebecca Hignett, Development Manager at The Queensmead responded to this review on 14 Dec 2017:

Thank you for your kind words, Doreen. We are in the middle of a huge top-to-toe refurbishment of the home at the moment, and we love to hear that you love what has been done so far! We hope you love the new dining and reception areas which are next on the list! Thank you again for your review!

My dad, my brother and I found the team to be extremely professional, effective, caring and conscientious.

We have been impressed and comforted by the approach to planning and care and at the level of medical experience and patience.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   4.4 out of 5

Rebecca Hignett, Development Manager at The Queensmead responded to this review on 05 Dec 2017:

Thank you so much for your review, John. We are so glad your dad is happy in the home and that you feel comforted by our staff and systems, which we are very proud of!

My sister is my mom's primary carer. I do not get to see her as much as I would like. Without my sister and Queensmead staff, I have no idea what my Mom would do. The staff are truly amazing, Mom often stating she is very well cared for. Something I can vouch for.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

Rebecca Hignett, Development Manager at The Queensmead responded to this review on 05 Dec 2017:

Thank you so much for your kind words! We are so glad that mum is happy at Queensmead!

This is a care home whose staff really do care, the activities are excellent regardless of ability and all are encouraged to join in. Staff are fully aware of each individual's needs and the atmosphere is one of homeliness and making smiles.
My friend's room has been redecorated recently and is clean, fresh, bright and airy, as is the rest of the home. Lovely little court yard garden with seating, sun umbrellas and pretty flower pots and hanging baskets. I would be more than happy to recommend to family or friends.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

Rebecca Hignett, Development Manager at The Queensmead responded to this review on 01 Aug 2017:

Thank you so much for your kind words, we endeavour to make sure your friend is happy with us for the rest of her stay with us!

As a retired nurse, I find the atmosphere is excellent. The meals are excellent and you can have lunch with the person you are visiting. There is such a variety of entertainment and games every day.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

Rebecca Hignett, Development Manager at The Queensmead responded to this review on 08 Jun 2017:

Thank you so much for your lovely words!

The staff are extremely pleasant and helpful at all times I've visited. My friend appears happy and the home is always clean and tidy.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   4 out of 5

Rebecca Hignett, Development Manager at The Queensmead responded to this review on 22 May 2017:

Thank you so much for your kind words. We are so pleased that your friend is happy with us.

The care my mother received (for what turned out to be the last few months of her life) was fantastic. All the staff at the home showed such kindness and care, above and beyond that expected of a care home, for my mother in the last few weeks of her life. Everyone was kind, caring and supportive for mum and ourselves as a family. I would not hesitate to recommend Queensmead to others looking for residential care for an elderly relative.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   4.5 out of 5

Sharon Sugarss, Registered Manager at The Queensmead responded to this review on 10 Jan 2017:

Thank you, Julia, for such a lovely review and your kind words. We are proud of our staff and the care they give and really appreciate your feedback.

I went to visit my aunt, she was very happy and the home is very clean. Staff are loving and caring.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

Very organised, great communication with all the clients and between other staff. All clients were happy and smiling, food was good. Very happy for my nephew to be here.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

Very impressed with the care my aunt gets. The staff are very kind and nice. The home is nice and clean and it smells nice. Manager is very good. Food is excellent.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

Kind, considerate and caring staff, always kind and friendly. Home is very welcoming and fresh.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

I've worked in care for years before having kids, and this is by far the best. All the staff are friendly and very helpful. My mum was not always happy when she was home, now she is always smiling.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   4.8 out of 5

Overall the home cannot be faulted. As one enters the home you are greeted by the receptionist and made welcome. The management and staff are very helpful and cheerful, they make it a homely atmosphere.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   4.9 out of 5

Very nice, clean and happy home. Staff are warm and friendly all the time.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

After visiting many care homes in the area, we found Queensmead to be the best option for my father's needs by far. The building is relatively modern and bespoke for its purpose. the staff were all friendly and welcomed us all, unreservedly. The staff were clearly identifiable by name badges. The rooms are clean and well presented. There is an air of professionalism and care throughout the establishment. All levels of staffing were good, from the maintenance staff to management. The clinical staff appear to be of a very high standard. Food is good. One observation that the carpets are threadbare in places and are in urgent need of replacement.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   4.9 out of 5

Our decision to put my step brother into a home was a difficult one, but now we wish we had done it sooner. My step brother is very well looked after he always looked clean, well shaven and a change of clothing on every visit. My brother says that the food is excellent and we think he may have put on a little bit of weight which was much needed. The staff are always friendly and have time to chat if we need any help. We are so pleased we chose The Queensmead for my brother.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

Every time I visit my aunt I am always made welcome and the standard of the home has improved since new manager has been there. The care given to the residents is of a very high standard. All the staff are professional and very caring and nothing is too much trouble.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

I came to visit the home several times during December to help with the activities in the build up to Christmas. It was lovely to see all the residents smiling and very helpful. The management were always available to talk to and listen to any questions that visitors had.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

My visit to the home at Christmas time was an amazing experience. All the staff were very helpful, the home was decorated to a lovely standard. All the residents were happy and well looked after.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

I have never visited such a caring home as this one. The staff are very efficient, friendly to residents and visitors. The place is spotlessly clean without being too clinical. My aunt was made to feel very welcome (it was her 2nd day) and she loves the attention and the company. I observed that all the residents were part of a happy, contented family. Thank you so much!

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

Generally good care, friendly helpful staff. Need more training and application of convene. Also pressure area care, vital when patient is sitting for long periods in wheelchair. Rooms a little cramped, particularly toilet and washing area. As a retired nursing sister I think that basic care is quite good, but needs to be carefully monitored by senior staff. Also more encouragement to participate more in activities available. However I would certainly allow my husband to return to Queensmead as everyone is very pleasant and keen to please. Like the new manager.

How likely would you be to recommend The Queensmead? Neither Unlikely or Likely

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Average Rating:   3.2 out of 5

Gwyn Williams, Home Manager at The Queensmead responded to this review on 21 Dec 2015:

Thank you for the feedback we appreciate all feedback so we can continue to improve the home. With regards to training all our staff have now completed all their training and are fully up to date. All the rooms are in the process of been decorated and we are acting on all ideas we have from residents and families so we can ensure we make the home special for our residents and meeting all their needs.

It is always difficult to leave a parent in a care home but I have to say by mum being here I know she is safe. She also says that all the staff are very kind to her. Although she has taken a little while to settle it has been heart-warming to hear her refer to the home as her home.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   4.1 out of 5

The home was warm and welcoming. My husband was well looked after and the girls were friendly and helpful. Brilliant home.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

My first time of putting my dad in respite care and I was a little anxious. The home was so friendly and helpful. Dad was well looked after and I felt content going away fro a short break knowing he was safe and happy. 10 out of 10 all round.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

Dad is happy here at Queensmead and well fed, good varied choice for lunch and supper. The staff are caring and very friendly and happy to talk and reassure you if you have a worries. The rooms, are kept clean and clear so that there are no hazards for him.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   4.8 out of 5

Based on visits to my aunt approximately once a month and eating lunch three times with her in the restaurant. I have only been at the home for short periods of time, so what I comment may not reflect the opinions of a resident, however I have always found staff to be friendly and helpful, and observed patience with other residents at all times. The quality of the food was good, and there seems to be a lot of effort to provide activities for the residents, led by a very enthusiastic activities manager. The new manager has introduced some improvements and strengthened the management team.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   4.8 out of 5

Rebecca Hignett, Project Developer at The Queensmead responded to this review on 28 Oct 2015:

Thank you for your kind words. We look forward to seeing you in the home again and continuing to make improvements to the home.

In September I stayed for 10 days respite. All staff were helpful, happy and respected my privacy. All meals were like home cooking, full marks to the chefs who were cooking for so many people.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   4.9 out of 5

I have found everything in Queensmead care home very very good and first class. My sister in law has improved in health since being there and I don't think she could be cared for any better.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   4.8 out of 5

A lovely feel to the home as soon as I walked in the door. Staff are very friendly and I know mum is going to be happy here for her three week stay. Nothing seems too much trouble for the staff. Nice, warm and friendly.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   4.5 out of 5

Everyone really cares and we as a family are deeply appreciative of all the support/ care given to dad. I know he very appreciative too. Many thanks for what you do.
Chris & family.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

All staff at The Queensmead are kind and have lots of patience with my mother. The food choice and quality is excellent, overall the home is very good.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

Staff are very caring and nothing is too much trouble. All questions are dealt with quickly. Doctor call as soon as required no delays. I feel confident of care given to patient.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   4.7 out of 5

Rebecca Hignett, Project Developer at The Queensmead responded to this review on 07 Oct 2015:

Thank you for your kind words. Feel free to come in for lunch or coffee whenever to visit!

My husband has been in Queensmead for two years. The care is excellent and I have no worried about staff etc. He has a catheter and is dealt with every night and morning with dignity. If an emergency occurs the doctor comes at once. Being a church minister I have much experience of homes.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   4.8 out of 5

Rebecca Hignett, Project Developer at The Queensmead responded to this review on 07 Oct 2015:

Thank you so much for your kind words. We hope we can continue to give your husband the best of care!

It was a pleasure to visit. Staff friendly and informative.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   4.8 out of 5

Rebecca Hignett, Project Developer at The Queensmead responded to this review on 07 Oct 2015:

Thank you for your kind words. We hope to see you again soon - feel free to pop in for a cup of tea or lunch! Remember we have coffee mornings every fortnight as well!

Couldn't find a nicer friendlier home. Home from home comforts like a four star hotel. Make a space for us.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   4.8 out of 5

happy with the service and care.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   5 out of 5

My friend had been here for 6 months now. The staff are very caring, attentive and kind. They all treat all with the upmost dignity and kindness. They have patience and listen to every concern when they arise. The food is excellent, fruit is provided on tap and they cater for all. Our 6 choices and activities are on a daily basis from exercise to even going to the theatre and pets come in on a monthly basis! The building is clean and rooms are cleaned on a daily basis. I cannot recommend this home enough. Everyone does their bit to make it homely and I am always welcome anytime of the day or night!! It's a very nice well kept friendly home.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   4.7 out of 5

I looked at many homes in my area of Hailsham/Polegate East Sussex, looking for somewhere for my mum. She has lived independently until now and at 98 1/2 years is amazing. When I first walked into Queensmead I knew we had found somewhere, that was homely, friendly and a happy environment for mum. She has now settled in and enjoying her 'new home'.

How likely would you be to recommend The Queensmead? Extremely Likely

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Average Rating:   4.9 out of 5

The staff at The Queensmead are very caring and compassionate, since the new manager has arrived, improvements for the better have been taking place. Queensmead is looking a little tired, chairs in the lounge need replacing, the rooms need redecorating (which I realise is a difficult task), the carpets are a little jaded and the menus could do with a revising. Overall Queensmead is a very caring and friendly home, which I would highly recommend. The nursing care when needed is very good.

How likely would you be to recommend The Queensmead? Extremely Likely

Overall Standard

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Treated with Dignity

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Activities

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Value for Money

Average Rating:   3.7 out of 5

Rebecca Hignett, Project Developer at The Queensmead responded to this review on 03 Sep 2015:

Many thanks for your kind words and your comments.

We have taken into account your suggestions and the following is now taking place to try to remedy them:

As rooms are vacated, we are redecorating them and making them feel as homely as possible.

We are currently in the process of redecorating the lounge area, with a new activities room and new furnishings.

We understand that the carpets do need replacing and room by room, we are beginning to change them. However, this may be a long process as we wish to cause as little disruption as possible for our residents, staff and visitors!

Our chef has recently been to visit each resident individually to ask what meals they would like to eat and what they do not like, and in the next few weeks is going to revise the menus accordingly.

I hope that you can see that we are taking your comments into consideration and making positive changes to the home in response.

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Staff Profiles

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Diana Windsor

Job Title: Manager

Joined: 2017

Description:

Diana is a Registered Mental Health Nurse having qualified from Brighton University in 2013. Diana has spent the last 5 years working as a qualified RMN in Elderly, EMI and Palliative Nursing and Care Home settings. Diana gained her Mentorship qualification in 2016 and has experience in mentoring student nurses. Prior to this Diana worked for Sussex Partnership NHS Trust for nine years within Brighton & Hove Psychiatric/Psychological Services both in-patient acute and community. Diana joined Chanctonbury Healthcare Ltd in 2017 as Deputy Manager, and through support and development has progressed to ‘Home Manager’ for The Queensmead Residential Care Home since February 2018.

Care Home Idol 2016

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