The Hornchurch Care Home

2a Suttons Lane, Hornchurch RM12 6RJ

Situated in a quiet residential area of Hornchurch, The Hornchurch is a friendly care home, offering nursing, residential, residential dementia and nursing dementia care. Care is also available to those who are living with Parkinson's.

The Hornchurch is surrounded by well-kept gardens including a patio and a relaxing sensory garden. Bedrooms are attractively decorated and offer comfortable accommodation with a 24-hour call system while the charming garden allows residents to enjoy the sunshine and spend time with friends and family.

Thanks to the services of a dedicated chef, The Hornchurch ensures each resident’s nutritional needs are met. A variety of meal options, including hot and cold alternatives, are served daily alongside regular snacks.

By getting to know each resident individually, the home’s activity coordinator has created a personalised programme of weekly entertainment, including reminiscence sessions, movement to music, crosswords and board games. Trips out for pub lunches, shopping and to visit the seaside are regular events.

Group: HC-One

Person in charge: Arnold Pariag (General 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 55 Service Users

Registered Care Categories*: Dementia • Old Age • Physical Disability

Specialist Care Categories: Alzheimer's • Parkinson's Disease • Stroke

Admission Information: Ages 65+.

Languages Spoken by Staff (other than English): French, Hindi, Malayalam, Polish, Russian

Single Rooms: 55

Rooms with ensuite WC: 55

Facilities & Services: Palliative Care • Respite Care • Convalescent Care • Physiotherapy • Separate Dementia Care Unit • 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 The Hornchurch Care Home: click here

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

Overview

The Review Score of 9.3 (maximum of 10) for The Hornchurch Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.3 out of 5 from 26 Reviews over all time. This Average Rating is also the rating value for The Hornchurch Care Home in Google's Search Results - more info

  • b) The score for the number of positive Reviews is 5 out of 5 from 11 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 4.255 for The Hornchurch Care Home is calculated as follows: ( (136 Excellents x 5) + (124 Goods x 4) + (44 Satisfactorys x 3) + (5 Poors x 2) + (1 Very Poors x 1) ) ÷ 310 Ratings = 4.255

  • 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 5 Points relating to the number of positive Reviews for The Hornchurch Care Home is based on 11 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 11 positive Reviews (55 registered maximum number of service users ÷ 5). 11 Reviews ÷ 11 Target = 1.000

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

9.3 The Hornchurch Care Home has a Review Score of 9.3 (9.255) from 26 Reviews


Average Ratings

  • Excellent
    12
  • Good
    12
  • Satisfactory
    2
  • Poor
    0
  • Very Poor
    0
  • Don't Know
    0

How Likely are the Reviewers to Recommend The Hornchurch Care Home?

  • Extremely LIKELY
    17
  • Likely
    8
  • Don't know
    0
  • Neither Unlikely or Likely
    0
  • Unlikely
    1
  • Extremely UNLIKELY
    0

Reviewer Connection to The Hornchurch Care Home

  • Daughter of Resident/Service User
    13
  • Resident / Service User
    6
  • Husband of Resident/Service User
    2
  • Friend of Resident/Service User
    1
  • Niece of Resident/Service User
    1
  • more

Mother has only been in The Hornchurch for a few months but seems to have settled fairly well. Any minor issues have been dealt with efficiently. The manager and staff seem very approachable and caring. Mum is usually clean and happy. The food is good with choices offered each day. Sometimes Mum gets bored as cannot take herself to chat with other residents if staff busy.

How likely would you be to recommend The Hornchurch Care Home? Likely

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Average Rating:   3.9 out of 5

Mum came here initially for respite care after being in hospital for 10 days. Until then, she had been an independent 90 year-old doing everything for herself in her first floor flat. She liked Hornchurch Care Home so much she's decided to stay for good. This was almost entirely due to the professionalism, attitude, kindness of all the staff from the manager down. They are all fantastic people.

How likely would you be to recommend The Hornchurch Care Home? Extremely Likely

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Average Rating:   4.8 out of 5

Since putting my mum into this care home after a horrific experience in the last home. We are so happy and pleased about her being in this home.

How likely would you be to recommend The Hornchurch Care Home? Extremely Likely

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Average Rating:   5 out of 5

I am delighted with the care my Mother has received since becoming a resident here. She started with respite care after a spell in hospital and has enjoyed being looked after so much that she has decided to stay.
The staff are wonderful, genuine people and there are plenty of activities to keep Mum occupied. Well done everyone!

How likely would you be to recommend The Hornchurch Care Home? Extremely Likely

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Average Rating:   4.8 out of 5

In general whole experience is good. Cleanliness of home good. Staff very helpful. Residents always 'clean and well looked after'.

How likely would you be to recommend The Hornchurch Care Home? Extremely Likely

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Average Rating:   4.1 out of 5

I have been well treated and am warm and comfortable in the home. The food is good. The entertainment schedule is very entertaining. The staff are kind and caring, most of them. Sometimes there is a delay in the answering of the bell, especially at night. The hairdresser and chiropodist come regularly. I feel my care is good.

How likely would you be to recommend The Hornchurch Care Home? Likely

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Average Rating:   3.6 out of 5

Clare Sheehan, Careline Advisor at The Hornchurch Care Home responded to this review on 23 Apr 2018:

Thank you for your positive feedback regarding your care at the home. I am truly sorry to hear that you have experienced a delay in your call bell being answered and thank you for taking the time to raise your concern with me. I would like to apologise for this and can assure you that we have discussed response times with the staff during meetings.

I have found the Hornchurch Care Home to be a very welcoming warm and friendly establishment, clean and colourful. My wife, being an Alzheimer's patient, is treated with great care and dignity by all the staff and management, sometimes in very trying situations. Nursing staff and carers take a friendly and light-hearted family approach to their work and always make us feel welcome.

How likely would you be to recommend The Hornchurch Care Home? Likely

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Average Rating:   4.6 out of 5

Absolutely delighted with the care, love and support all the staff have for my mother.

How likely would you be to recommend The Hornchurch Care Home? Extremely Likely

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Average Rating:   4.8 out of 5

The staff are efficient and pleasant. They treat the residents well. Sometimes there is a shortage of staff.

How likely would you be to recommend The Hornchurch Care Home? Extremely Likely

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Average Rating:   4.5 out of 5

It is a very well run home, everyone is friendly and considerate, There is always someone to give you a smile and a hello when passing through the door. The give me plenty to eat, more than enough, and it is nice to know there is always someone around if I need help. Thank you!

How likely would you be to recommend The Hornchurch Care Home? Extremely Likely

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Average Rating:   4.8 out of 5

I'm very pleased with the care my mum has received since arriving at The Hornchurch. All the staff involved with her care are compassionate and kind. Nothing is too much trouble and my mum's dignity is maintained at all times. Both my mum and my family are always treated with respect by the staff.

How likely would you be to recommend The Hornchurch Care Home? Extremely Likely

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Average Rating:   4.5 out of 5

Emily Wilson, Customer Service Administrator at The Hornchurch Care Home responded to this review on 02 Jun 2017:

Thank you for your lovely review. I am so pleased that you are impressed with The Hornchurch, their staff, and the care they are providing for your Mum. We really appreciate your feedback. The Bupa Customer Care Team.

Mum has been in the home for 5 yrs. As a family, we are very happy with the level of care. Any problems are addressed immediately. Mum has a problem with communication, the carers treat her with respect and are very patient working out what she wants.

How likely would you be to recommend The Hornchurch Care Home? Extremely Likely

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Average Rating:   4.9 out of 5

Simone Berkeley, Customer Service Advisor at The Hornchurch Care Home responded to this review on 25 May 2017:

Thank you for your review, we appreciate your feedback. We are pleased to hear about your positive experience and appreciate your comments about our home and will share your comments with the home’s manager.

The Bupa Customer Care Team.

Our experience has been very positive knowing mum has good carers looking after her, treating her with respect while at the same time being very friendly and caring. The management and admin staff have dealt with any issues in a helpful way. (There haven't been many issues) The food is very good and has helped mum back to good health.

How likely would you be to recommend The Hornchurch Care Home? Extremely Likely

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Average Rating:   4.2 out of 5

Simone Berkeley, Customer Services Advisor at The Hornchurch Care Home responded to this review on 25 May 2017:

Thank you for your review, we appreciate your feedback. We are pleased to hear about your positive experience and that you mother is doing well, we appreciate your comments about our home and will share your comments with the home’s manager.

The Bupa Customer Care Team.

I have been in the Hornchurch Nursing Home for over 4 years and I am looked after very well.

How likely would you be to recommend The Hornchurch Care Home? Extremely Likely

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Average Rating:   3.8 out of 5

Simone Berkeley, Customer Service Advisor at The Hornchurch Care Home responded to this review on 22 May 2017:

Thank you for your review, we appreciate your feedback. We are pleased to hear about your positive experience and the continuous service provided. We appreciate your comments about our home and will share your comments with the home’s manager.

The Bupa Customer Care Team

My mother was only at the home for a few months, going straight there from the hospital.
During those months she was very well cared for by all the staff.
In her own words, she was very content.
We also found the staff friendly and accommodating.

How likely would you be to recommend The Hornchurch Care Home? Extremely Likely

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Average Rating:   4.4 out of 5

Simone Berkeley, Customer Service Advisor at The Hornchurch Care Home responded to this review on 18 May 2017:

Thank you for taking the time to leave a review for our home, we appreciate your feedback and that your mother was happy with the services provided, especially with the transition from hospital to the home and that she was well cared for on her short stay with us and our staff were friendly and accommodating. We will share your comments with the home’s manager.

The Bupa Customer Care Team

When I first came here, there were many problems, but thankfully they have been sorted out quite well. The staff are friendly and good at their work.

How likely would you be to recommend The Hornchurch Care Home? Likely

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Average Rating:   3.5 out of 5

Simone Berkeley, Customer Service Advisor at The Hornchurch Care Home responded to this review on 18 May 2017:

Thank you for your review, we appreciate your feedback. I am sorry to hear of problems you have experienced but I am pleased we have managed to resolve them for you. We take on board feedback whether it’s good or bad as it helps us to improve our service and experience for residents and family members. We appreciate your comments about our home and will share your comments with the home’s manager.

The Bupa Customer Care Team.

In general, a good home. Staff are helpful and efficient. Needs some updating (decor etc) in places.

How likely would you be to recommend The Hornchurch Care Home? Likely

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Average Rating:   3.5 out of 5

Jayne Duck, Customer Services Administrator at The Hornchurch Care Home responded to this review on 11 May 2017:

Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments of our home and will share your comments with the home’s manager. The Bupa Customer Care Team

I come in every day and on the whole, I have no cause to complain. The carers are very good and if you ask one day to do something it has always been done the next day.

My aunt has been in here for 4 1/2 years and although she is unable to do anything and is in bed full time. She always seems happy.

How likely would you be to recommend The Hornchurch Care Home? Extremely Likely

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Average Rating:   4.4 out of 5

Jayne Duck, Customer Services Administrator at The Hornchurch Care Home responded to this review on 11 May 2017:

Thank you for your review. I'm glad to hear that your Auntie is happy at the home and that you can ask for things and know that it will be done. The Bupa Customer Care team.

Most of the staff are extremely good, however, some of the staff need to be more committed and understand patients' needs. Overall the home is clean, tidy and a friendly environment.

How likely would you be to recommend The Hornchurch Care Home? Likely

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Average Rating:   3.8 out of 5

Jayne Duck, Customer Services Administrator at The Hornchurch Care Home responded to this review on 11 May 2017:

Thank you for your review. Your comments are extremely important to us and our residents’ health and wellbeing is our absolute priority. We will discuss your feedback with the home’s manager to help them continually improve their service.

Excellent care, friendly staff. The people in their care come first. Food is super and cleaning, first class.

How likely would you be to recommend The Hornchurch Care Home? Extremely Likely

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Average Rating:   5 out of 5

Jayne Duck, Customer Services Administrator at The Hornchurch Care Home responded to this review on 11 May 2017:

Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments of our home and will share your comments with the home’s manager. The Bupa Customer Care Team

My dad arrived at the home last August 2016. He had ben in a house where he spent his entire time in his room. Since he has been in the Bupa Hornchurch Care Home, he has thrived. He is now really enjoying his food in the company of other residents in the dining room. He enjoys outings and activities most days of the week. The carers are cheerful and attentive and make him laugh

How likely would you be to recommend The Hornchurch Care Home? Extremely Likely

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Average Rating:   4.5 out of 5

Jayne duck, Customer sercices administrator at The Hornchurch Care Home responded to this review on 05 May 2017:

Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments of our home and will share your comments with the home’s manager. The Bupa Customer Care Team

My neighbour needed nursing care (vascular dementia) and other issues.
She is 90 years old and we looked at care homes in RM13 and RM12 over a few weeks.
The home we chose was far superior overall.
The whole team at Bupa Hornchurch are on the ball, all striving for the same goal, the people they care for.
Over many years I have seen care homes where my family and friends have been.
This home is by far the best.
I'm sure my neighbour will be cared for and safe. We have kept an eye on her for 17 years and we would not just put her in any home, we feel this is a wise choice.

How likely would you be to recommend The Hornchurch Care Home? Extremely Likely

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Average Rating:   3.9 out of 5

Emily Wilson, Customer Service Administrator at The Hornchurch Care Home responded to this review on 04 Apr 2017:

Thank you for sharing your kind feedback with us. I am so pleased that you were impressed with The Hornchurch, we wish your neighbour all the best. I will share your feedback with the home's manager. The Bupa Customer Care Team

My partner has been in full-time care at The Hornchurch Care Home for approximately four years. I have nothing but praise for the facilities and more importantly the care that the staff display. I would and indeed have recommended it to several people.

How likely would you be to recommend The Hornchurch Care Home? Extremely Likely

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Average Rating:   4.9 out of 5

Emily Wilson, Customer Service Administrator at The Hornchurch Care Home responded to this review on 15 Mar 2017:

Thank you for your review, we appreciate your feedback. We are pleased to hear about your positive experience and appreciate your comments about our home and will share your comments with the home’s manager. The Bupa Customer Care Team.

My mother has been a resident since August 2015 and we have been previously very unhappy. Management has changed and over the last few months improved but there is still a lot of improvement required. The rooms are small as said in a previous review, when we arrived our room was in a terrible state, we painted it for our mum in the colours she wanted but the general maintenance of the building is poor, 'maintenance man' is not good. The room was very dirty, blue tac and holes in the wall from the previous occupant, dull and dingy. Her bedding was ripped! We cried that's how upset we all were, including my mum! Decor is tired.
Mum's clothes often go missing and are often shrunk. The food isn't good, no sugar/salt in food and the cuts of meat are cheap, fatty and hard for them to eat. Soup is not palatable and cake is tasteless. Needs improvement.
The staff, in general, are helpful and friendly. The entertainment is excellent and the entertainments coordinator does a fantastic job.

How likely would you be to recommend The Hornchurch Care Home? Unlikely

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Average Rating:   2.8 out of 5

Emily Wilson, Customer Service Administrator at The Hornchurch Care Home responded to this review on 19 Dec 2016:

We take all comments extremely seriously and are very disappointed to hear that you are unsatisfied with your experience of care at one of our homes. Our resident's health and wellbeing is our absolute priority. We would like to contact you so that we can discuss this in more detail and investigate it fully. Please, can you contact our customer services team by emailing feedback@bupa.com so that we can discuss this feedback further?

My mother does appear to be very happy and well cared for. The only unsatisfactory element is the rooms which for a long stay person are extremely small and basic. I would expect better lighting, in my mother's case, she cannot even see out of the window as the bed is in front of it, better seating areas in the room and generally more space.

How likely would you be to recommend The Hornchurch Care Home? Likely

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Average Rating:   3.4 out of 5

Rose Pickering, Customer Service Administrator at The Hornchurch Care Home responded to this review on 25 Nov 2016:

Thank you for your review, we appreciate your feedback. We are pleased to hear about your positive experience and appreciate your comments about our home and will share your comments with the home’s manager. The Bupa Customer Care Team.

Under new management, standards have been raised including the opportunity to discuss care standards during planned meetings. My mother (and late father) have been here for 4 years and seem happy in their care.

How likely would you be to recommend The Hornchurch Care Home? Likely

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Average Rating:   4.1 out of 5

Rose Pickering, Customer Service Administrator at The Hornchurch Care Home responded to this review on 21 Nov 2016:

Thank you for your review, we appreciate your feedback. We are pleased to hear about your positive experience and appreciate your comments about our home and will share your comments with the home’s manager. Please accept our condolences. The Bupa Customer Care Team.

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Bed Vacancies

Bed Vacancies

posted 08 May 2018

Please contact us for information regarding our bed availability

Awards / Recognitions

February 2018

Top 20 Large Care Home Groups 2018

Recipient: HC-One

Date: Thursday 01 Feb 2018

more details

April 2017

Top 20 Large Care Home Groups 2017

Recipient: HC-One

Date: Saturday 01 Apr 2017

more details

February 2016

Top 20 Large Care Home Groups 2016

Recipient: HC-One

Date: Monday 15 Feb 2016

more details

Job Vacancies

Staff Profiles

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Care Home Idol 2016

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