Priory Mews Care Home

I spent 2.5 weeks in Beaumont House for Respite Care. The staff were friendly, caring and very helpful. Everywhere was kept very clean although, perhaps, a little tired. However, decorators were in, and this will obviously improve the look. I cannot thank the staff enough for all they did for me, even though I was only there for a short while.

My father is comfortable and happy.

I would like to thank the staff of Priory Mews for the exceptional care provided to my husband. All his needs are considered, the staff are very considerate, they include him in decisions made regarding his needs. They are also very welcoming to me. I always get offered a cup of tea and I am included in decisions regarding his care. He has a designated carer who is wonderful as well as all the other carers, they are so caring. I also have to thank the activities team for including him in all events. Thank you.

I was, as always, made to feel welcome. It was a pleasure to see around the building the photographs of my friend engaged in activities confirming that he continues to be very happy at Beaumont House.

So, just to say many thanks, Priory Mews!

Priory Mews is an awful place. It should be shut down. It’s an inhumane, sad place. Find somewhere that actually cares for your loved ones and shows them respect and love. Would not recommend it to my worst enemy. I’d give it 0 stars.

I can’t fault the care from the staff. My grandparents began their journey in Cressnor and later moved to Mountenay due to Dementia. Staff were nothing but kind, loving and professional through and through. They would answer any questions and would always be a call away if help was needed, even letting me, my dad, and my uncle stay for 5 days as they both deteriorated. We were never left thirsty or hungry and always had someone checking on us all. Staff have been under pressure, but every care home is going through this, and no care home is perfect. They were both treated with dignity and respect from the start to the end, and some also came to their funeral; we as a family appreciated this a huge amount, and it reflects how members of staff really do create a special bond with residents. A massive thank you to you all for making such a tough few years for my family that little bit easier.

Our brother has settled in wonderfully and the past three months have seen a great improvement in his condition. He is moving his arms and hands, holding his cup and the cake too. His Parkinson's freeze can curtail his movements. The physio is helping and he is socialising in the lounge area. Loves to watch everyone. The staff have been wonderful and my sister and I are very grateful and happy with his room, attention to his needs and the genuine compassion shown him by the staff. Thank you all kindly.

My sister has been a resident for about two years in Mountenay House, Priory Mews. In the beginning, I felt that there were problems with the levels of care and cleanliness in the home. I have noticed that since March this year, there has definitely been a massive improvement. The level of care has increased more than tenfold. All the staff are much more attentive to my sister’s needs. Previously, she very rarely left her room but now every day she is taken down to the lounge, where she can interact with residents and staff, which has made a big difference to her well-being. I always felt that it was too much trouble to the staff to get my bedridden sister out of bed and into the lounge, whereas now, nothing is too much trouble for her carers. Well done and thank you to all concerned on the vast improvement. Many thanks.

I noticed staff of all levels lacking basic care skills, often oblivious to the unnecessary chaos going on. Elderly and vulnerable residents ignored as they called out and pressed buzzers, all it needed was a few kind words, a bit of time and attention, assistance with eating and personal hygiene but it didn't happen. A very distressing environment for residents, shocking to see so many people quickly lose their dignity, from arriving looking clean, well dressed, groomed hair to looking so dishevelled and uncared for. Dirty clothes or even lost, unwashed, no dentures, unshaven, glasses missing, hair just left. We expected changes with new management but they also seemed oblivious. I have now read that all sorts of measures are in place to turn this horrible place into a care home but it shouldn't have needed the CQC inspectors to tell them, they claimed to be professional carers, they should be ashamed of themselves.

My aunt was in the hospital and advised she should go to an assessment bed, offering specialist care/attention. Unfortunately, it was Mountenay, Priory Mews. We soon noticed the lack of care. On the first day, I was asked to write funeral details for my aunt on a scruffy Post-it note. I refused, it was upsetting. Given a medication without consent. We read it on her notes and asked for it to stop immediately. Medication that should have been put away securely was left out. Several times we arrived after noon to find curtains closed, her in bed, in night clothes, no wash, cold unappetising food on the table and the TV and radio unplugged. In dirty clothes for several days, labelled clothes missing, bedding only changed when we took it off and repeatedly asked for clean bedding. It's a disgusting, filthy place, covered in faeces, with no evidence of care/kindness, residents ignored, spoken to harshly and left unattended. Our hopes were raised when we heard of new management but it made no difference.

The recent CQC report is a reflection of what we witnessed during our aunt's stay at this establishment. Awful is the first word that comes to mind. It is heartbreaking to think of those still there. The lack of care and understanding by the staff for those suffering with dementia is hard to comprehend. Residents left alone in their rooms with walking aids removed, inedible food served, medication not correctly controlled, missing clothes, dirty clothes, excrement on walls, handrails, doors, the list goes on. The new management in August'22 made no visible difference to the standards of care. We visited regularly (every day) and witnessed staff ignoring residents, with no thought for their dignity, inaccurately recording residents' daily activities, writing blood pressure readings and oxygen levels on paper hand towels, or their arms. It truly is a very sad state of affairs that places with this level of 'care' exist.

First of all, I’d like you to ignore the copy and paste reply that the Customer Experience & Wellness Officer for Priory Mews is dishing out all over the internet as a form of damage control. They claim they inherited problems, but no, these disgusting conditions and shocking levels of care were happening under the new management and for several months. More than enough time to fix their inherited problems. We have 100s of photos/videos during their new management era that would make anyone feel physically sick and upset to look at. I would explain this place as a sad cage for elderly people, left to rot. Countless people living in their own filth, roaming unaided, not spoken to, not assisted eating, not washed, left to stare at the ceiling, crying out for help. People’s personalities chipped away at, becoming a shell. They became an irrelevant ‘old person in the system’. They don’t care for the person the resident is or show dignity or respect to them.

New clothes disappeared. I saw a carer taking underwear from one room to another. I assume the underwear was then put on the other resident.

Please read as every word is true.

So thank you from our family for making his stay a happy one.

After a week in Priory Mews, Berkeley House, my dad was sent to A&E at the house doctor's request because the home manager wasn't managing my dads' dementia care needs well. Even though they are a dementia home and he'd had an assessment. 5 hours later the home wouldn't open the door to the ambulance crew taking him back with a clean bill of health! Shouting at the crew and dad through the door. Appalling care. No interaction with residents. Twice-a-day activities as advertised by the manager never took place. Medicine changed without chatting with the family by a doctor who never met the patient in favour of drugging him to keep him calm instead of interacting with him. Stay away at all costs.

My mother was brought to Priory Mews after being diagnosed with terminal cancer. I cannot fault the care that was provided to my mum by all the staff here. They have also been so kind and considerate to all the family members that came to the home to visit Mum. Great team, exceptional care. Thank you so much to you all.

Amazing staff so helpful with any questions I might have. They treat my husband with total respect and dignity, he is very well looked after. Thank you all at Marchall House for your hard work and devotion.

My mother-in-law was quite upset and agitated on admission but I was very impressed with the way the staff supported and persevered with her. She is now settled and seems happy and calm. Her eating, accepting medication and acceptance of help with personal care have all improved greatly. The staff keep me informed of any concerns and/or progress which is greatly appreciated.