Heatherbrook

80 Como Street, Romford RM7 7DT

Heatherbrook is a purpose-built care facility, situated in Romford, that looks after dementia sufferers, with 45 en suite rooms available.

The home has a good reputation with the local community, working closely with the local council and a number of other health professionals who lend their expertise to the home's services in order to keep care packages up-to-date and appropriate to personal circumstance.

Visitors are always welcomed and the home is dedicated to as much development amongst its workforce as possible, a commitment that means staff are skilled in looking after behavioural complications, together with health and safety.

Group: Care UK Nursing & Residential Care Services

Person in charge: William Holmes (Home manager)

Local Authority / Social Services: London Borough of Havering Council (click for contact details)

Type of Service: Care Home with nursing – Privately Owned , Registered for a maximum of 45 Service Users

Registered Care Categories*: Dementia • Mental Health Condition • Old Age • Physical Disability

Specialist Care Categories: Alzheimer's • Challenging Behaviour • Hearing Impairment • Visual Impairment

Admission Information: Ages 55+.

Single Rooms: 45

Rooms with ensuite WC: 45

Facilities & Services: Palliative Care • Respite Care • Own GP if required • Own Furniture if required • Pets by arrangement • 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

Latest Care Quality Commission* Report on Heatherbrook: click here

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

Overview

The Review Score of 6.6 (maximum of 10) for Heatherbrook 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 5 Reviews over all time. This Average Rating is also the rating value for Heatherbrook in Google's Search Results - more info

  • b) The score for the number of positive Reviews is 2.1 out of 5 from 4 positive Reviews in the last 2 years. (A 2 year period has been used as there were no 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 4.475 for Heatherbrook is calculated as follows: ( (37 Excellents x 5) + (13 Goods x 4) + (9 Satisfactorys x 3) ) ÷ 59 Ratings = 4.475

  • 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 2.097 Points relating to the number of positive Reviews for Heatherbrook is based on 4 positive Reviews in the last 24 months and is calculated as follows:

    1. 3 + 0.25 + 0.25 + 0.25 = 3.75 then divided by 2 = 1.875

    2. Target of 9 positive Reviews (45 registered maximum number of service users ÷ 5). 4 Reviews ÷ 9 Target = 0.444 , then divided by 2 = 0.222

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

6.6 Heatherbrook has a Review Score of 6.6 (6.572) from 5 Reviews


Average Ratings

  • Excellent
    3
  • Good
    1
  • Satisfactory
    1
  • Poor
    0
  • Very Poor
    0
  • Don't Know
    0

How Likely are the Reviewers to Recommend Heatherbrook?

  • Extremely LIKELY
    4
  • Likely
    0
  • Don't know
    1
  • Neither Unlikely or Likely
    0
  • Unlikely
    0
  • Extremely UNLIKELY
    0

Reviewer Connection to Heatherbrook

  • Relative of Resident/Service User
    2
  • Daughter of Resident/Service User
    1
  • Sister of Resident/Service User
    1
  • Son of Resident/Service User
    1

Since the appointment of the current manager, there has been a noticeable improvement in the communication ie notices/Information boards/quality of staff/supervision of staff and care of residents. Staff who were inadequate have now left or been removed. Activities for residents all seem to have increased and the fabric of the building has also improved by painting, hair salon improvements and new furniture. However, there still needs to be more monitoring of patients when feeding and more staff are needed for this. Some residents struggle for some time before being assisted and some nearly fall before staff assist in the dining room.

How likely would you be to recommend Heatherbrook? Don't know

Overall Standard

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Average Rating:   3.3 out of 5

Samantha Debenham, Marketing Support Administrator at Heatherbrook responded to this review on 14 Jun 2017:

Thank you for your feedback, and I’m very happy to hear your positive comments about the recent improvements in the home, particularly around the team and care of residents, as well as the activities and new facilities which all residents now enjoy. In regards to meal times, this is an area we had already identified as needing attention, and I’m very pleased to say that we’ve already been able to make great improvements. For example, we have now introduced ‘protected’ meal times, where all colleagues in the home will be joining residents to provide support, without exception. Lifestyle coordinators have had training to develop their roles to include the serving of meals, and all other team members will be on hand to assist residents who require it. I’m also very proud to say that Heatherbrook, along with other Care UK homes, participate in Care UK’s ‘dining with dignity’ approach – this includes specialist crockery and utensils to enable residents living with dementia or with physical impairments to eat independently, as well as specialist technology to allow residents with difficulty swallowing to enjoy the same meals and choice as all other residents in the same visually appealing way. Thank you again for your feedback, and please do not hesitate to contact the home manager if you would like any further information or have any questions.

My family have been at Heatherbrook for over 14 years. It's an amazing place. The staff are fabulous and residents become part of the 'Heatherbrook' family. I was nervous at first and had that guilty pang when you place a relative in someone else's care. Heatherbrook not only looked after my family, they looked after me too. Staff really do care. They try to make life still be comfortable and as homely as possible. The Heatherbrook staff are angels placed on earth. Thank you all!

How likely would you be to recommend Heatherbrook? Extremely Likely

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Average Rating:   5 out of 5

The kids always say "It smells nice" and want to come and visit with me. The home is always clean. The food is lovely. Any event is celebrated to involve the residents in "real life". The tea room is an awesome addition. The staff are caring and capable and kind. A wonderful place to place your loved ones.

How likely would you be to recommend Heatherbrook? Extremely Likely

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Average Rating:   5 out of 5

My mother receives excellent care and support from all the staff at Heatherbrook, including laundry, cleaning maintenance, administration, care staff, nurses and management. She is treated with dignity and kindness by all. She has a nice room that has recently been redecorated. The home is always nice and warm in winter. The quality of the food is excellent with a varied daily menu supplemented with tea and coffee etc. During the day, the daily activities programme encourages residents to participate and you can see them enjoy doing so.

How likely would you be to recommend Heatherbrook? Extremely Likely

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Average Rating:   4.7 out of 5

Both my parents, have been residents at Heatherbrook (Romford) since July 2015, the home is not perfect (I truly believe there is not a perfect care home in existence), but the staff who work the units, especially Hylands, domestic and kitchen staff are amazing and really deserve some recognition.

Sadly on 13th December 2016, my father passed away, if it wasn't for the staff at Heatherbrook I really don't know how I would have got through the last few weeks of my father's life. The dignity, love, compassion they showed not only my father but the whole family has been unbelievable. Little things they did during my father's time at Heatherbrook gave me and my brother great comfort that we chose the right care home for him, staff would kiss him goodnight, sing his favourite song to him and say our family goodnight saying each night.

Heatherbrook has become an extension of my family.

How likely would you be to recommend Heatherbrook? Extremely Likely

Overall Standard

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Care / Support

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Treated with Dignity

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Value for Money

Average Rating:   4.3 out of 5

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Bed Vacancies

Bed Vacancies

posted 22 May 2018

Please call us on 0170 887 4258 for current bed vacancies

Awards / Recognitions

December 2017

Job Vacancies

Staff Profiles

There are no staff profiles posted yet

Care Home Idol 2016

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