Harts House Care Home

My father passed away at the end of April after being at Harts House for one year on palliative care. We had a very difficult few months which was made easier by all staff at Harts going out of their way to allow us to visit as much as possible during Covid to improve my dad's quality of life. They recognised that he was bed-bound and struggling and that family visits were crucial to his well being. During my many visits, the level of care and compassion shown from the wonderful staff on the Nursing/Dementia Unit to my father was outstanding. I witnessed that people were treated with absolute dignity. During the last few difficult weeks of my father's life, medication was put in place and information freely given. We were able to be there when he passed away. So, to all the staff at Harts and particularly the wonderful Carers and Nurses and all on the Unit, I hope you realise what a huge impact your care and kindness has on the most vulnerable and their families - thank you.

I cannot praise the staff and management at Harts House enough. The care they have provided for my mother is exemplary. Their ability to meet her needs in a creative, dignified and personalised way has impressed me greatly, as has their ability to work with myself and other relatives around the decision making and care planning. Thank you all so much.

Naturally, it was a stressful time but knowing Harts House were trying to do all they could to make sure both patient and relatives were informed and comfortable throughout made the situation easier and I can't thank them enough.

Introduced to my room, I immediately fell in love with the views from two large windows, which looked out over lawns and trees. Regular visits from birds, squirrels, a fox family and, amazingly, deer from the nearby forest added an extra dimension. I was less enthusiastic about the room, which was strictly functional. However, I have been able to personalise it, and it has become my home from home. Over time, my general health has improved as I eat properly and enjoy activities and gentle exercise. I have made new friends and acquaintances and am gradually returning to my old self, sociable, cheerful and too chatty.

Mum moved into Harts House in April 2021 after leaving the hospital with a broken hip and I have been very happy with the care she has received so far. The staff are very competent but also lovely and compassionate with my mum. This includes the admin staff too, who Mum frequently interrupts if she feels like a chat! She has quite advanced dementia but is very mobile and quite restless which presents a number of challenges which I feel the carers deal with very well and always deal with her with kindness and a great sense of humour which Mum enjoys. The home is nice and spacious, welcoming and well run. While good attention is paid to Covid protocols, visiting is encouraged and well managed, and recognised as important to the mental health of the residents. The food is very good, with a varied and well-balanced menu and Mum's diabetes is well catered for. I feel mum is being very well cared for in Harts House and would recommend.

My mother lived at Harts for 2 years. She enjoyed daily activities organised by the entertainment team and external entertainers. She was thrilled when baby goats visited and children from the local school came to sing Christmas Carols. My mother quickly became fond of the staff and referred to them as her “good friends” and they called her “mama”. The staff listened to her stories and played her favourite songs. They worked hard to ensure she was comfortable and communicated to her family on how she spent her day. During the pandemic and with daily challenges the Harts team's commitment to caring for my mother was relentless. The staff gave comfort and reassurance during difficult times and on other days we engaged in laughter.

My grandad moved into Harts a couple of weeks ago as he was too ill to be at home. We were very concerned to not have him live at my mum's anymore and never liked the idea of him being in a care home. I called up Harts concerned and worried and was instantly reassured by the member of staff on reception - she even sent me some information so I would feel reassured. They allowed us to see him as soon as he moved in (with a negative test of course). Since then I have seen him every evening after work and at the weekends. The nurses are lovely and always ask about him when I visit and they are on hand for everything he needs. I'm so grateful he is at Bupa. The staff are so kind, they are all great but I don't know all their names!

Thank you so much to the team you really put our queen first and kept her safe, as a family we will be forever grateful.

I would like to send a message of heartfelt thanks to everyone at Harts House Care Home. From reception staff, managers, nurses and health care assistants, all were so caring and helpful. The home is beautiful ...so clean and set in beautiful surroundings. The welcome the staff gave us meant that we were able to enable our lovely friend to die in peace surrounded by love. We cannot thank you enough.

We as a family are extremely close and in normal circumstances, we would also be there to comfort and assist emotionally. We feel my nan has been left to get on with it, bed-bound and pretty much unresponsive. No time is being taken apart from feeding and sometimes changing her. Her emotional support and level of comfort are to be questioned.

As time goes on we are unsure what to do to report and get a response, as the people in the home are always so unsure on the state of play through lack of communication with each other in all departments.

We are hoping things can be rectified before it’s too late.

Care experience of Mother has been outstanding in every regard. My experience as a relative has been good but it is sometimes difficult to communicate with the results being that I've had to call Regional Director on a small number of occasions. It is very frustrating the reception is not manned every day.

I saw my father via a window visit which, given the time of year (October, during COVID), is a practical and health-aware arrangement. It was organised via email - the new protocol - which I find a real improvement on telephoning, and which was both efficient and quickly arranged by staff. As he was in a wheelchair he was dependent on staff help, which was kind, thoughtful and professional; it was also gently amusing, which was a tonic to my father. Staff also let us know my father needed other clothes, which they did with tact and skill. I found their knowledge of his condition and attention to detail impressive.

Our mother has been a resident at Harts House for several years now. It took her a while to settle in and get used to the idea of living in residential accommodation; I am not sure she ever took advantage of all the social activities that were on offer, but she has been well looked after. She now has dementia and is cared for on the mezzanine unit. It was reassuring to know that her increasing physical needs could be met without her having to move elsewhere. The patience of the staff on the unit is truly amazing and they demonstrate kindness and compassion when interacting with the residents.

My mother moved into Harts House in March 2016 as my father was no longer able to care for her at home. At first, my mother was reluctant to leave the house that she had lived in for over 60-years, but she soon settled in at Harts and now regards it as her home. As I live in the North West of England, I have not been able to visit my mother as much as I would like. However, whenever I do visit, I am always impressed by the caring, friendly and professional attitude of all the staff that I have met, and I am confident that my mother is safe and is being well looked after.

We chose Harts House for my father-in-law as it catered for his needs, which were end of life, palliative and nursing care. Our experience was during restricted COVID access. The location of Harts House, the building (inside) and the grounds outside are fabulous. Everything is welcoming, clean and tidy and exudes a feeling of warmth, care and comfort, which is what every resident should expect. The rooms are nice, fit for purpose, with ensuite and a TV. Our experience of every member of staff we spoke to on the phone or dealt with in person was wonderful. They demonstrated exemplary care and compassion for my father-in-law, whilst their empathy and kindness for the family was really appreciated. It meant a lot to us that he spent the end of his life in a location like this. I could personally give a big hug to all the lovely staff I met and also pass on my thanks to all the other staff, unseen by me who are just as important in making Harts House what it is. Thank you so much.

The staff at Harts were excellent in keeping COVID out, they had to make tough decisions, but they kept to protocol and procedures. I phone my mum daily and have had some garden visits. The window visits are useless. My mum says she is always clean, well cared for and feels safe and secure. I wish her hair could be cut. The chef is amazing at catering for Mum's special diet. The management is really doing their best; I thank everyone.

Lovely building, in spectacular grounds. Homely, country hotel feel (not clinical or cramped house style). Carers are regulars and know the residents well. They do serve them well. Food is well prepared and well presented with a varied choice. During this period, the home have tried to give limited access whilst maintaining safety. It is now important to keep family contact with residents. Regrettably, entertainment has been reduced (normally a good service).

Since the lockdown, I have been very impressed by how well the staff have continued to provide excellent care while keeping my mother as safe as possible.

My wife has advanced Alzheimer's. She moved into Harts House in mid-February this year. It was lucky timing as I and our children and grandchildren were able to spend a lot of time with her during her first month in Harts, helping her settle in, getting to know the staff on the Mezzanine floor, and seeing for ourselves the care and attention devoted to every resident. Then came lockdown, and our contact with my wife was restricted to video calls and, more recently, socially distanced meetings just outside the building. The staff has done an incredible job in keeping Harts House completely free from COVID, and in keeping up the spirits of residents during the period of isolation from the outside world. We are extremely grateful for the wonderful love, care and support the staff on Mezzanine continue to give to my wife. We feel so very very fortunate that she has been in their care throughout this extraordinarily difficult period.

The staff is always friendly, helpful and informative. The patience they have with the residents is great, particularly in this difficult year. Visits to the home were still possible either through the window or in the gazebo.