The Lilacs Residential Home

Good morning MB. It is, of course, very disappointing to receive anything other than a glowing review. We are very sorry that you have felt the need to write it. I have spoken to the Care Home Manager and reviewed records etc. Whilst I only have 1000 characters here and am conscious of the need for discretion and dignity - I am able to reply as follows. Your husband was very happy at The Lilacs until the day he left. He ate well and regularly enjoyed the excellent hot food that we provide. We check all visitors temperature upon arrival as a high temperature is a clear indicator of illness - the UK has had a quad-demic of respiratory illness this year. It's difficult to address the smell of urine other than to say that the room did not smell of urine - but there may be times when there was a smell of urine present - and these are dealt with quickly. Our care team spent much time helping your husband and caring for him. Your review is a very unfair reflection of their dedication.

Good afternoon CG. Thank you for taking the time to leave this really positive review of your experience with our care team and care home at The Lilacs in Exeter. It's really nice to read that your mum had been very well looked after and thank you for highlighting the dedication and support provided by our care team. We are, of course, all very sorry for your recent loss. Kindest regards

Hello Barbara F. Thank you so much for taking the time to write and publish this really lovely review of your experience, and most importantly that of your mum, with our care team and care home at The Lilacs. It's lovely to read that your mum enjoyed her 100th Birthday and that the team were able to join in celebrating with her. I note what you say 'the home is not luxurious' and I agree - in all of our care homes we work really hard to ensure that we create a home-from-home feeling - we don't have a cinema room or sauna etc. at The Lilacs - but we don't (well, most of us) have those at home. We have lovely people with a cosy lounge (with a big TV) and a lovely bathroom. I have noted that you have only scored us 3 for cleanliness - we would certainly want a 5 for that! Please let the home manager know if you have any concerns about cleanliness. Thank you again for your kind feedback.

Firstly, please allow me to pass on our condolences for the sad loss of your Mum. Secondly, thank you for taking the time to leave this really lovely review of our care Team and Care Home at The Lilacs in Exeter. It's really lovely to read how our care team supported you, and your mum, during and following her final days. We have a great team at The Lilacs, many of whom have been there a long time, all of whom will have gotten to know your mum well and will miss her. Thank you again for your kind words and may I offer our best wishes to you and your family. Kindest regards.

Please allow me to begin by saying how sorry I am for your recent loss. From what you say, it is clear that your mum was a well-loved member of the family at The Lilacs and that she will be greatly missed by all. May I also thank you so much for sharing your experience - it's so important for our care team at The Lilacs to see how much their care means to our residents and their families and other loved ones. Your words and experience will also be a source of great reassurance for anybody else who finds themselves in the really difficult situation that you were facing twenty-one months ago. We wish you and your family all the very best at this difficult time. Kindest regards.

Thank you so much for taking the time to leave this really lovely 5/5-star review of your experience with our Care Team and Care Home at The Lilacs in Exeter. It's really lovely to read that your mum is so much happier and that her whole life has improved since moving in. It's also lovely to read what a positive effect this has had upon you, enabling you to be happy knowing that your mum is being well cared for. Feedback such as yours is so important, it has such a positive effect on our care team who work so hard in such a difficult and important role and it provides a really useful window to other people who may be facing the difficult decisions which accompany and decision around entering residential care. Thank you again for this feedback, I know it will benefit a lot of people and is greatly appreciated. Kindest regards and (oh, and Merry Christmas)

Thank you so much for taking the time to leave this really positive review of your experience with our care team and care home at The Lilacs in Exeter. We're all really pleased that you are happy with the care that your mum has received over her 4-years with us at The Lilacs. Thank you in particular for highlighting our fantastic care team and the importance of the work they do. Striking the balance between professional and homely is no easy task - yet the care team at The Lilacs achieve it well. Yes, we are indeed fortunate to have a great management team and the senior team at The Lilacs. And thank you also for recognising as a whole - there are a lot of people working really hard behind the scenes to provide the support and resources that our front line care teams need in order to be able to do their jobs to the very best level. It's not often that those people are recognised, yet feedback such as this is as important to them as to anybody else.