Highcliffe Care Home - Avery Healthcare
Whitchurch Road, Witherwack,
Sunderland
SR5 5SX
Open 24 hours
Parking freely available
Highcliffe Care Home - Avery Healthcare has a Review Score of 9.7 (9.695) out of 10, based on 21 reviews in the last 2 years. Over all time Highcliffe Care Home - Avery Healthcare has 76 reviews.
Review from D L (Daughter of Resident) published on 4 September 2023
Submitted via Website •
Report
Overall Experience
5.0 out of 5
Reply from Stacey Lennon, Home Manager at Highcliffe Care Home - Avery Healthcare
Thank you so much for taking the time to share your feedback on the care at Highcliffe Care Centre afforded to your mother. This will mean an awful lot to all of the team here at Highcliffe. As you know, the long-established team work hard to deliver exceptional person-centred care that is right for each person and we are reliant on feedback, so fully appreciate you have taken the time to share this. I will be sure to share this with the team and I know they will find this motivational. Warmest regards Highcliffe Care team.
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from B M (Resident) published on 1 September 2022
Submitted via Postal Card •
Report
Overall Experience
5.0 out of 5
Reply from Rachel Aran, Marketing Administrator at Highcliffe Care Home - Avery Healthcare
Thank you for taking the time to review Highcliffe Care Home in Sunderland. We are pleased to hear how satisfied you are with your respite stay in our home and the exceptional level of care provided by our dedicated staff team in order to provide person-centred care. We are also delighted to hear that the choice of tasty meals provided daily by our talented culinary team is well received. It is a true pleasure to care for you, living in the loving care community that we create whilst you are convalescing. Best wishes.
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from Julie D (Daughter of Resident) published on 27 June 2022
Submitted via Postal Card •
Report
Overall Experience
5.0 out of 5
Reply from Ryan Farrelly, Marketing Assistant at Highcliffe Care Home - Avery Healthcare
Thank you for reviewing Highcliffe Care Home in Sunderland. We are delighted to hear such wonderful words about our staff team; I will be sure to pass this on to the whole team. It is a pleasure to have your mother as part of our loving care community. We look forward to seeing you on your next visit. Best Wishes.
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from William B (Husband of Resident) published on 19 April 2022
Submitted via Postal Card •
Report
Overall Experience
5.0 out of 5
Reply from Rachel Aran, Marketing Administrator at Highcliffe Care Home - Avery Healthcare
Thank you for taking the time to review Highcliffe Care Home in Sunderland. We are delighted to hear how happy you are with our home and the exceptional level of care that your wife receives, giving you and your family the peace of mind you deserve. I will be sure to pass your kind words on to the rest of the staff team. Best wishes, Rachel.
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from Ursula J (Daughter of Resident) published on 28 March 2022
Submitted via Postal Card •
Report
Overall Experience
5.0 out of 5
Reply from Rachel Aran, Marketing Administrator at Highcliffe Care Home - Avery Healthcare
Thank you for taking the time to review Highcliffe Care Home and for your kind words. Your feedback is true to us and our staff team, who go over and above the standards daily in order to provide an exemplary level of care. It is a pleasure to have your mum staying with us as part of our loving care community. Best wishes.
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from Dennis T (Son of Resident) published on 16 February 2022
Submitted via Postal Card •
Report
Overall Experience
5.0 out of 5
Reply from Rachel Aran, Marketing Administrator at Highcliffe Care Home - Avery Healthcare
Thank you for taking the time to review Highcliffe Care Home. Your feedback is truly invaluable to us and our staff team, who go over and above the standards daily, in order to provide an excellent level of care. They also take great pride in keeping the home clean/welcoming for residents and visitors alike. It is a true pleasure to have your mother living with us, as part of our loving care community. I will be sure to pass on your kind words to the rest of the team. Best wishes, Rachel.
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from Vivien J (Daughter of Resident) published on 26 June 2021
Submitted via Website •
Report
Overall Experience
5.0 out of 5
Reply from Rachel Aran, Marketing Administrator at Highcliffe Care Home - Avery Healthcare
Thank you for taking the time to review Highcliffe Care Home and for your kind feedback. Your feedback is truly invaluable to us and our staff team who go above and beyond the standards each day to provide a safe, loving care community for all residents, even during challenging times such as the Covid pandemic, giving you and your family peace of mind. We are delighted to be able to welcome you back into the home for more regular safe visits now that the government restrictions have eased. It is a true pleasure to have your mother living with us, in the loving care community that we create. Best wishes, Rachel.
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from Lewis B (Son of Resident) published on 26 June 2021
Submitted via Website •
Report
Overall Experience
5.0 out of 5
Reply from Rachel Aran, Marketing Administrator at Highcliffe Care Home - Avery Healthcare
Thank you for taking the time to review Highcliffe Care Home. We are delighted to hear how satisfied you are with our home and the excellent work our staff carry out daily, to deliver exceptional standards of care to all our residents, whose well-being is our primary focus. We are always here if you have any questions or concerns, so please do not hesitate to contact the home as we'll be more than happy to help with this. It is a true pleasure to have your parents living with us in the loving community that we create. Best wishes, Rachel.
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from Diane B (Daughter of Resident) published on 18 May 2021
Submitted via Website •
Report
Overall Experience
5.0 out of 5
Reply from Ryan Farrelly, Marketing Assistant at Highcliffe Care Home - Avery Healthcare
Thank you for taking the time to review Highcliffe Care Home. The safety of our residents, their loved ones and our staff has also been a priority and especially during the pandemic, meaning that we have always strictly followed government guidelines and our own stringent hygiene routines. Now that government restrictions have eased, we are delighted to welcome you back into our home and visiting pod for more regular safe visits and we are glad that you were able to celebrate your mother's special birthday in person. Best Wishes, Ryan.
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from M M (Daughter of Resident) published on 26 August 2020
Submitted via Postal Card •
Report
Overall Experience
5.0 out of 5
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from T W (Daughter of Resident) published on 13 August 2020
Submitted via Postal Card •
Report
Overall Experience
5.0 out of 5
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from P H (Daughter of Resident) published on 13 August 2020
Submitted via Postal Card •
Report
Overall Experience
4.0 out of 5
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from S C (Niece of Resident) published on 13 August 2020
Submitted via Postal Card •
Report
Overall Experience
5.0 out of 5
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from R S (Son of Resident) published on 13 August 2020
Submitted via Postal Card •
Report
Overall Experience
5.0 out of 5
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from S L (Daughter of Resident) published on 13 August 2020
Submitted via Postal Card •
Report
Overall Experience
4.0 out of 5
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from J W (Cousin of Resident) published on 13 August 2020
Submitted via Postal Card •
Report
Overall Experience
4.0 out of 5
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from Cheryl R (Daughter of Resident) published on 9 August 2020
Submitted via Postal Card •
Report
Overall Experience
5.0 out of 5
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from Audrey W (Daughter of Resident) published on 6 August 2020
Submitted via Postal Card •
Report
Overall Experience
5.0 out of 5
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from Allison N (Daughter of Resident) published on 3 August 2020
Submitted via Postal Card •
Report
Overall Experience
5.0 out of 5
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
Review from Peter B (Son of Resident) published on 3 August 2020
Submitted via Postal Card •
Report
Overall Experience
5.0 out of 5
Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money
The Review Score of 9.7 (9.695) out of 10 for Highcliffe Care Home - Avery Healthcare 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 21 Reviews in the last 24 months.
b) The score for the number of positive Reviews is 5.0 out of 5 from 20 positive Reviews in the last 24 months.
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:
a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.
The Average Rating of 4.695 for Highcliffe Care Home - Avery Healthcare is calculated as follows: ( (201 Excellents x 5) + (35 Goods x 4) + (5 Satisfactorys x 3) + (1 Poors x 2) + (7 Very Poors x 1) ) ÷ 249 Ratings = 4.695
b) 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 Highcliffe Care Home - Avery Healthcare is based on 20 positive Reviews in the last 24 months and is calculated as per below:
The 5 points available are broken down as follows:
i) 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
ii) 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 60 registered maximum number of service users is 12, which has been reached with 20 Positive reviews. Points = 1
When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.
Date: 1 May 2019
Caring
Effective
Responsive
Safe
Well-led
Care Quality Commission is responsible for the registration and inspection of social care services in England.
View Latest ReportPlease Contact Us for Latest Vacancies
Loading
Loading events
Job Title: Home Manager
Joined: 2015
I started my career within Avery (Highcliffe) in 2015. I have progressed from care assistant to my recent promotion as the Home Manager. During my 3 years in management and leadership roles within health care, I have adopted a flexible democratic leadership approach utilising a range of skills to get the best from the team.
I encourage a supportive, open culture in which we learn and grow together this will aid the delivery of exceptional care.
I hold a Level 5 Diploma in management and leadership for health and social care along with qualifications in dementia care.
Highcliffe takes pride in delivering good standards of care, and we work hard to ensure we also promote a culture of #onefamily that not only enriches the lives of those in our care through our approach to well-being but also the staff here at Highcliffe.
Our team has strong values around dignity in care, who commit to being champions, and the whole team is involved in ensuring excellent outcomes for those in our care.
I believe laughter is the best medicine and enjoy an environment full of giggles, singing and enjoyment at Highcliffe. I look forward to welcoming you to our community.
Job Title: Deputy Manager
Joined: 2020
Elliot started his career at Highcliffe as a care assistant, with a recent promotion to Deputy Manager.
Elliot works strongly alongside the Manager ensuring exceptional care standards are upheld in the care home. Elliot prioritises resident wellbeing always making them laugh and enjoy day-to-day life, he's first in the line with his creative ideas ensuring residents' lives are enriched and there is never a dull moment when he is around.
He says 'I love the residents, I love the staff, I just love being a part of this 'family'.
Job Title: Head chef
Joined: 2012
Pat is the head chef at Highcliffe she proudly leads the culinary team through success.
Throughout her time at Highcliffe, Pat alongside her culinary team has upheld an exceptional standard in our home dining and culinary experience, upholding 5 stars with the food standards agency.
Pat is always keen to meet new families and loved ones, to ensure personalised dining is in place from moving in.
She says "I love producing home cooked meals, providing residents with nutritious meals of their personal preferences and the smiles its brings. Residents enjoying my cooking is the best part of my job!"
Job Title: Team Leader
Joined: 2022
Katie started her career as a care assistant at Highcliffe. Katie developed a strive for learning and promoting a high standard of care delivery to those in our care, she developed her skills and knowledge not only gaining her qualifications in health and social care but promoting to Team Leader.
Katie takes pride in building and maintaining relationships not only with those in our care but visiting professionals and resident’s loved ones.
She says "I love my job, bringing smiles to those in my care, knowing i have made even a small difference matters most"
Job Title: Head Housekeeper
Joined: 2022
Kelly started out as a Housekeeper and due to her continued dedicated hard work, has progressed to Head Housekeeper. She is passionate and her attention to detail is second to none, this is evident particularly on our show rooms. She and her team take particular care in creating a welcoming feel to those potentially moving into our care.
Kelly and her dedicated team do a fantastic job of keeping the home always looking beautiful, making sure the residents live in a clean and luxurious environment, that residents can take pride in and feel at home!
She says "I love my job. Going home knowing I have made a difference to someone's day is the best part its very rewarding”.
Job Title: Administrator
Joined: 2015
Lauren is the home's administrator.
Her role involves all the back-office administration, including financial invoicing, and data input for the home.
She enjoys interacting daily with our residents and family members.
Job Title: Head of Well-being and Activity
Joined: 2022
My name is Kieran and I am a Well-being and Activity Coordinator here at Highcliffe.
I could not be in a more rewarding job, having fun is part of my role. Every day making residents and staff smile while looking after their wellbeing is what I do when I am not planning events and trips out.
I am outgoing, sporty and a hiking enthusiast who listens to music as much as possible.
