Willowcroft

Odstock Road, Salisbury SP2 8BG

Willowcroft is a forty-two capacity care home located in Salisbury, dedicated to person-centred methods and offering quality dementia, disability and mental health-related care.

Care charity and provider The Orders of St John Care Trust are respected in the care sector for a flexible range of care provision, making the most of voluntary sector contributions in order to help vulnerable adults achieve a more dignified lifestyle.

Carers respect clients from all backgrounds, support an active and fulfilling lifestyle, and a nutritious diet, while maintaining strong local links.

Group: The Orders of St John Care Trust

Person in charge: Sharon Payne (Manager)

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

Type of Service: Care Home only (Residential Care) – Voluntary / Not for Profit Owned , Registered for a maximum of 42 Service Users

Registered Care Categories*: Dementia • Old Age

Specialist Care Categories: Alzheimer's • Stroke • Visual Impairment

Admission Information: Ages 65+.

Single Rooms: 42

Rooms with ensuite WC: 0

Facilities & Services: Palliative Care • Day Care • Respite Care • Own GP if required • Own Furniture if required • Pets by arrangement • Close to Local shops • Near Public Transport • Lift • Wheelchair access • Gardens for residents • Residents Kitchenette • Phone Point in own room/Mobile • Television point in own room • Residents Internet Access

Latest Care Quality Commission* Report on Willowcroft: click here

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

Overview

The Review Score of 9.4 (maximum of 10) for Willowcroft is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.5 out of 5 from 32 Reviews over all time. This Average Rating is also the rating value for Willowcroft in Google's Search Results - more info

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 8 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 4.481 for Willowcroft is calculated as follows: ( (205 Excellents x 5) + (143 Goods x 4) + (23 Satisfactorys x 3) + (1 Very Poors x 1) ) ÷ 372 Ratings = 4.481

  • 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 4.952 Points relating to the number of positive Reviews for Willowcroft is based on 8 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 8.4 positive Reviews (42 registered maximum number of service users ÷ 5). 8 Reviews ÷ 8.4 Target = 0.952

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

9.4 Willowcroft has a Review Score of 9.4 (9.433) from 32 Reviews


Average Ratings

  • Excellent
    18
  • Good
    13
  • Satisfactory
    1
  • Poor
    0
  • Very Poor
    0
  • Don't Know
    0

How Likely are the Reviewers to Recommend Willowcroft?

  • Extremely LIKELY
    26
  • Likely
    6
  • Don't know
    0
  • Neither Unlikely or Likely
    0
  • Unlikely
    0
  • Extremely UNLIKELY
    0

Reviewer Connection to Willowcroft

  • Daughter of Resident/Service User
    8
  • Friend of Resident/Service User
    3
  • Husband of Resident/Service User
    3
  • Son of Resident/Service User
    3
  • Son-in-law of Resident/Service User
    3
  • more

Overall review of the home is very positive, my father settled in well within a week with the help of the staff reassurance and having my mother in law in there that he already knew.
The staff are very positive and work hard to provide the residents with a good standard living. The food is always of a high standard and there is plenty of it.

The activities could be improved as there is not a lot being laid on, but this is about to change as a new activities coordinator has now been employed.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.6 out of 5

Staff polite and friendly. Lots of smiles in a very difficult. My neighbour is here for a short-term placement whilst permanent accommodation is sought.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.8 out of 5

My mother in law is receiving excellent care.
She is happy, warm and totally at ease with her situation.
The care home provides for all of her needs.
The carers are dedicated, polite and always ready to help.
Thank you.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   5 out of 5

Mum has been a resident in Willowcroft since December 30th, 2015.
She is safe, secure, warm and well cared for.
The staff are truly dedicated, cheerful and always happy to help in any way.
I can't speak highly enough of Willowcroft and would recommend it to any friends in my situation.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   5 out of 5

My connection with Willowcroft is to visit my wife's sister. Who has been there for 2-3 years now. From our observations on visiting Willowcroft are very caring to the people in their care. We have noticed that several functions and the occasional trips out are available for those able to do so. The whole care home is very clean, tidy and a pleasant garden area for those who wish to sit outside.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.8 out of 5

I go to see my sister every week and staff are very welcoming to me.
I also go up when they have some entertainment evenings and I see how the ladies really enjoy themselves and enter into the spirit.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.9 out of 5

My father has visited Willowcroft previously for respite care. He moved in on a permanent basis in June following an accident to my mother and due to the extra challenges that he faces as his Alzheimer' develops. Answers are therefore based on a fairly short association with Willowcroft.

How likely would you be to recommend Willowcroft? Likely

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Average Rating:   4.2 out of 5

Cleanliness is good and there is no odour, which is rare. People are mostly asleep in their chairs but the alert ones do have some occupations available to them. The staff are polite and patient but slightly too few, especially on Sundays (I visit on various days).
The provision of sitting rooms on each floor of bedrooms is very nice for those who wish/need to remain near their room/the toilet, but the rooms are not particularly personalised - I have only seen one, I must add. Family photos and perhaps a few ornaments from the previous 80+ years of life help people to feel alive and connected, rather than in the queue for the grave - and on that note, the mood there is happy and positive, unlike many others I've seen.

How likely would you be to recommend Willowcroft? Likely

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Average Rating:   4.2 out of 5

Sharon Payne, Home Manager at Willowcroft responded to this review on 21 Jul 2017:

Thank you for taking the time to submit a review, which is much appreciated. I can confirm that staffing levels for our care team are the same seven days a week, which is the same for our the kitchen and housekeeping teams. In terms of personalisation, residents are encouraged to bring in their own pictures and ornaments to make their rooms feel more homely. If you wish to discuss anything further my door is always open.

Care review went well, we discussed several things with the carer. My cousin doesn't eat well, she doesn't wish to join in on any activities as she is very deaf and has very poor eyesight. She likes to be in her room and calls it her home. We are very pleased with the way she is looked after, staff are excellent and they keep us informed about everything.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.5 out of 5

For the past two years, my husband has been a resident in Willowcroft. I have visited regularly and have always been impressed with the home and staff. They have always treated myself and my husband with respect and included us both in any event that affects my husband such as falls, inflictions, change of medication. I have been in the home at mealtimes which are colourful and well presented, there is always enough for everyone. Please may I mention all staff who I have come to know well and made me feel very welcome.

How likely would you be to recommend Willowcroft? Likely

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Average Rating:   4.2 out of 5

I was met by a young member of the care staff who was very smart and polite and I was given clear instruction as to how to get my friends room. The room was decently furnished but would have benefitted from some artwork on the bare walls. On leaving, I noticed a good number of residents looking rather bored in the communal areas whilst 3/4 staff were chatting and laughing in the office. I was surprised as surely some stimulation and company for the residents should have been a priority. This was downstairs. The entrance was welcoming.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.2 out of 5

Sharon Payne, Home Manager, Willowcroft at Willowcroft responded to this review on 12 Apr 2017:

Thank you for taking the time to submit a review. We are pleased that your friend is settling into the home and hope that you continue to enjoy your visits to him. In terms of your comment regarding the décor of the bedroom, it is our practice to encourage residents to personalise their rooms as they would like, with pictures and even small items of furniture. In this case, your friend’s family did bring along various personal possessions, including pictures but he himself decided he would prefer to leave the walls bare for the time being. Obviously, if that should change, we will be delighted to go along with his wishes and provide whatever assistance is required.
With regard to your second comment, please be reassured that our residents’ wellbeing is always our top priority, and team members interact and engage with them throughout the day in different ways. I have, however, shared your comment with my colleagues and appreciate you bringing this to my attention.
Should you have any further comments or queries, please do not hesitate to discuss these with me when you are visiting.

Everywhere is very clean.
The staff are all very caring and pleasant and attentive to patients.
A pleasure to visit.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.9 out of 5

Very good care, staff very helpful. Will try and meet any suggestions. Show affection to my mother and do not try to make her do anything she doesn't want to. Really try to make residents feel that it's their home.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.5 out of 5

This home is always clean and welcoming. The staff are caring and well trained. I have no complaints.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.7 out of 5

A friendly and warm welcome when let in at the front door. The facilities are clean and tidy and my mother sat content in a suitable chair watching television. Mother is able to get out of the chair and move to a nearby table for a game of snakes and ladders.
Refreshments offered by friendly staff, general feeling of contentment from other residents. Let out to leave after my visit by friendly and polite staff.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.1 out of 5

Willowcroft is a very friendly care home. My wife has been in residence there since November 2015 and is looked after very well.
I am always made welcome when I visit her and I am to do so most days.
The grounds are well kept and the back garden provides a very pleasant area to use.
The staff are always cheerful, helpful and a pleasure to meet.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.8 out of 5

A warm friendly welcome on arrival when visiting mother in law, sitting and waiting in the lounge/dining area which is handy when we move to a table to play board games and chat.
Then we are offered refreshments; tea, coffee etc and biscuits. Everyone else sitting in the lounge seemed content. Then when I leave, I am let out in another friendly manner.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.8 out of 5

A warm welcome in comfortable surroundings with attentive and good humoured care.
My relative (2nd cousin) had fallen and was being given attention by the paramedics who treated her without needing to take her to hospital.
From what I saw, the medical treatment and response by all concerned was exemplary.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   5 out of 5

Having visited several residential homes and been very disappointed, I popped into Willow Croft after a recommendation and found the staff at the home and the day centre to be welcoming, friendly and enthusiastic about the service provided. Even though the manager was busy she kindly gave me all the information needed.
Since that visit and on all subsequent visits I have found my friend to be settled and happily chatting with staff and other residents. At meal times the staff encourage all the residents to eat together, my friend enjoys these times, they can choose the dining area they want as there are two. I am yet to see any social activities as I work during the day, but they tell me my friend does activities at the day centre.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.3 out of 5

My mother received excellent care contact with Willowcroft since the manager started, has been excellent.

How likely would you be to recommend Willowcroft? Likely

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Average Rating:   4.1 out of 5

Willowcroft looked after my brother with care and understanding. They kept him long after they could have passed him onto a nursing home, this was because it became his home and he knew and trusted everyone. I would recommend Willowcroft to anyone for their care, patience standard of nursing.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.6 out of 5

Very positive. All staff happy to discuss care, friendly and have always been observed to show care and concern for dignity.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.4 out of 5

Mum has found the shorter of her stays quite enjoyable, but she has recently had a two week stay and was not very happy as she was treated the same way as the dementia patients. She maybe 95 but she is still compos mentis.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   3.4 out of 5

Michelle Curtice, Home Manager at Willowcroft responded to this review on 08 Oct 2015:

Thank you for your review which I will share with my colleagues. We do our best to treat all our residents with dignity and respect, according to their individual needs and I am sorry that your mother did not enjoy her stay with us on this occasion.

They made us very welcome, everyone of the staff spoke to us on our first visit. I felt I will be happy to leave my husband in their care.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.3 out of 5

Thank you to all at Willowcroft for helping me to arrange emergency respite care for my father when my mum had reached breaking point. The only minor issue, which was quickly resolved, were missing dentures and a towel, which have now been found.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.5 out of 5

Michelle Curtice, Home Manager at Willowcroft responded to this review on 23 Sep 2015:

Thank you very much for your review and I am pleased that we were able to provide the support needed for your father, to enable your mother to have a break. I’m sorry for the temporary loss of your father’s towel and dentures but glad this was quickly resolved. I do hope you will consider us for short breaks in the future – we will be delighted to welcome your father back.

I expressed concern to the home manager as I twice visited my mother who could not reach a drink. I asked that they ensured this was addressed. Since reporting this, each time I have visited three times a week there has always been a drink in easy reach of her either in bed or in a chair. Several members of staff have proactively assured me they are aware and the actions they have taken, which is reassuring to hear from them directly.

How likely would you be to recommend Willowcroft? Likely

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Average Rating:   3.5 out of 5

Michelle Curtice, Home Manager at Willowcroft responded to this review on 11 Aug 2015:

I am glad that we are able to resolve the issues brought to my attention and that this has been continued by the care team. Ensuring effective communication across the home with relatives, residents and care staff makes this possible and I much appreciate your input.

Visited the home today as my mum is going to be there. What a lovely place, show round by the manager who is lovely, very caring and obviously has the residents at the forefront of her mind. All staff are very friendly, lovely place, clean, efficiently run, more like a hotel. The manager made me feel that my mum will be very happy there, which gave me great peace of mind.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   5 out of 5

We had a lovely greeting when we arrived, coffee and tea offered and then shown around. Lovely home, more like a hotel, the manager and her staff care very much and the home is clean, homely, friendly and warm. The manager made us feel that our mum would be well cared for and looked after.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   5 out of 5

I have looked after my wife at home for 2 years so when it was decided by the doctors that she needed full time care i was full of apprehension. When it was decided that a place was available at Willowcroft which i knew nothing about, it made me nervous but to my delight she has settled and health improved, i am much relieved after being together for 68 years, well done to all staff. Thank you.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.3 out of 5

Willowcroft is a very clean and welcoming home. When my mum arrived she was very frail, the carers were kind to her giving her great care and support. Whenever you need to know anything the staff are always very helpful.

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.6 out of 5

Home well kept, staff very caring when asked for information open and honest. Her aptitude in general health has improved since being in their care. Nothing appears to be to much trouble well done. I'm so impressed that should there come a time when I need support I would not hesitate should a place be offered to me

How likely would you be to recommend Willowcroft? Extremely Likely

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Average Rating:   4.3 out of 5

Whenever my wife and I visit our sister-in-law in Willowcoft we sense and positive and happy atmosphere and feeling of security and clean and fresh ambiance. The staff are friendly, helpful and caring and the management are supportive and available and respond to our needs, flexibility of visiting times at Willowcroft is helpful to us when travelling form 100 mile distance.

How likely would you be to recommend Willowcroft? Likely

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Average Rating:   4.1 out of 5

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Bed Vacancies

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Awards / Recognitions

February 2018

April 2017

February 2016

Job Vacancies

Staff Profiles

Sharon

Sharon Payne

Job Title: Home Manager

Joined: 2015

Description:

Willowcroft Residents are looked after by a highly dedicated team of 60 staff that include carers, an admin assistant and house keeping, maintenance and kitchen staff. They are led by the Manager who is supported by a Head of Care and a team of three Care Leaders.

Care Home Idol 2016

There are currently no Care Home Idol entrants who have performed at Willowcroft