Pembroke House

11 Oxford Road, Gillingham ME7 4BS
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9.2 34 Reviews
  • Pembroke House, Gillingham
Built as an orphanage in the 1920s, Pembroke House was converted into a residential home in 1952, supporting older members of the Royal Navy family. In 2002 and 2012 it was substantially extended and modernised to become the fine care home that it is today.

The home prides itself on high quality care in an exceptional environment, combined with a healthy respect for the customs and traditions of the Royal Navy. It provides a welcoming and caring extended family atmosphere – a real ‘home from home’.

Staff provide care and support to the highest standards in a bright and welcoming environment. Residents’ needs are paramount and carefully considered in choosing personal programmes of individual care.

The home can accommodate up to 55 residents, with full nursing care available for approximately one third of that number. The Trust is committed to a programme of continual improvement, and has won a coveted ‘Good’ assessment from the Care Quality Commission after the most recent inspection in August 2021.
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Care Provided

Primary Care Categories

  • Older Person Care
  • Dementia
  • Mental Health Condition
  • Physical Disability

Length of Stay

  • Permanent Care
  • Respite Care

Care Types Provided

  • Residential Care
  • Nursing Care
  • Dementia Residential Care
  • Dementia Nursing Care
  • For a maximum of 55 Service Users

Dementia Care Types

  • Mild Dementia
  • Moderate Dementia

Other Care Provided

  • Parkinson's Disease
  • Stroke
  • Palliative / End of Life Care
  • COPD/Pulmonary Disease
  • Convalescent Care
  • Acquired Brain Injury (ABI)

Facilities

  • Own Furniture if required
  • Close to Local shops
  • Near Public Transport
  • Minibus or other transport
  • Lift
  • Stairlift
  • Wheelchair Access
  • Gardens
  • Bar/Café
  • Phone Point in own room
  • Television point in own room
  • Residents Internet Access

Funding & Fees

Our fees are based on an individuals cost of care.

Funding Types Accepted

  • Self Funding (Private)
  • Local Authority with Top Up

Good to Know

Person in charge

  • Zoe Oakley (Home Manager)

Local Authority / Social Services

Admission Criteria

  • Ex Royal Naval & Royal Marines & wives and widows of
  • Ages 65+

Care Home Design/Build

  • Purpose Built: Yes
  • Last Refurbishment: 2025
  • Number of floors: 3

Room Information

  • Single Rooms (54)
  • Couples/Companion Rooms (0)

Visiting

  • Pembroke House has an open door policy. The home is continuously reviewing safety measures to ensure to adhere to Government guidance as it is published.
    Pembroke House is open for visitations of its residents.
    If looking to find a Nursing or residential home for a family member or loved one, please call, or email the Home to make an appointment.
    Please do not hesitate to contact the home with any questions.

Parking

  • Car park at the side of the building which can be accessed via intercom.
    There is also free street parking outside the Home, but please be mindful of neighbours.

Pembroke House Reviews (34)

9.2

Pembroke House has a Review Score of 9.2 (9.163) out of 10, based on 9 reviews in the last 2 years.
Over all time Pembroke House has 34 reviews.

Overall Experience
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Reviewer Connection to Pembroke House
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Review from Sue W (Niece of Resident) published on 24 February 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
Having been a resident with you for ten years my aunt sadly didn't quite make her hundredth birthday. What a fantastic ten years she enjoyed with you. Following a stroke at the age of 89 she came to you quite a frail old lady and your love and encouragement gave her a new lease of life. She embraced
every activity on offer and enjoyed the freedom from worry which is so often present in the elderly. Consequently we, her family, were free from worrying as she was so well cared for.
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Review from Andrew S (Son of Resident) published on 31 January 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
My dad is a resident at Pembroke House. He has lived there for nearly 2 years. The care, compassion and kindness shown to my dad is incredible. He is living the best life that he can in surroundings that are warm, welcoming and caring.
What Pembroke House do is extend that compassion and kindness
to family be that husbands or wives of resident or children (albeit old children!).
The home is spotlessly clean. The breakfast, lunch and dinners are perfect for my dad.
Families are included in events (Christmas lunch, Summer Garden Party to name but two) and are actively encouraged to be part of the Pembroke house family.
Reply from Kelly kirtley, Events coordinator at Pembroke House

Thank you. It is always lovely to see the family and friends of our residents enjoying the many social events we are able to offer with their loved ones.

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Review from Linda M (Daughter of Resident) published on 28 January 2025 Submitted via Website • Report
Overall Experience 3.0 out of 5
On the whole, the care given is good, but there is always room for improvement. Most of the staff are friendly and helpful. The home could be a little more feminine, as at the moment it seems very male-orientated.
Reply from Kelly kirtley, Events coordinator at Pembroke House

Thank you. Any suggestions from family and friends on how we can improve our services are greatly appreciated.

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Review from Mel B (Daughter of Resident) published on 28 January 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother has been a resident for just over a year now, following a period of respite care. Pembroke House's staff have been so good with her, she has improved in her health and is actively engaged in many activities, which she enjoys. It feels as if she is living with a family, not in a care home.
The way she is looked after is of great comfort to us, as before living here, she was becoming somewhat isolated and withdrawn. She has really come out of herself, which is due to the staff and the way they care. The management team keep us informed of any problems which may arise and are very approachable, friendly and helpful. We do not know of any other care homes locally that provide so much for their residents to do and to keep them stimulated. The home is kept spotless and in good repair, unlike some others. Mum also loves helping in the garden, which is attractive and lovely to spend time in when the weather permits.
An excellent care home!
Reply from Kelly kirtley, Events coordinator at Pembroke House

It is a pleasure having Mum onboard. We appreciate how helpful she is around the home and how welcoming she is to new residents.

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Review from Suzie R (Daughter of Resident) published on 24 January 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
Both my parents are residents at Pembroke House. Their care is so important as they both have very different needs and are therefore very vulnerable.
The staff at Pembroke House provide thorough encouragement support and kindness at all times and all staff are very approachable and positive whenever
queries questions or help is required for us as family members.
Keep up the good work!
Thank you ALL very much for making us feel like Mum and Dad are in a safe, caring, homely environment every day extremely grateful.
Reply from Kelly kirtley, Events coordinator at Pembroke House

Thank you for your kind words. It is lovely to see Mum and Dad enjoying life together once again.

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Review from Beth M (Daughter of Resident) published on 12 September 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
After a terrible experience at another local care home we have nothing but praise for Pembroke House. Our Dad has dementia and is not easy to care for. It has been an extremely difficult time for the family filled with guilt, emotion and constant worry. However, slowly but surely we have seen Dad become
much calmer and pliable, though he still has his moments! The home is bright, clean and very calming. The staff are amazing; very attentive, patient and caring. They have a very personal touch and seem to have good relationships with all residents. There are lots of activities, the meals are of a high standard and the outside space is beautiful. I would highly recommend Pembroke House.
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Review from J A (Resident) published on 21 May 2024 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
From the moment I walked through the front door of Pembroke House on the 3rd of May 2019 (just over five years ago now, as you will see) up until the present day (8th of May 2024) I have found a very caring and exceptional staff in every aspect. The carers, nurses, catering staff, domestic staff and
of course, I must mention our very talented activity team, maintenance and gardeners. The gardens are always well cared for in any season of the year and are a delight to behold either from a wander out in the garden or a view from one of the windows. Of course, none of this would be possible without our wonderful home manager and her staff.
Reply from Kelly kirtley, Events coordinator at Pembroke House

Thank you. It has been a pleasure to have you onboard these last 5 years.

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Review from Alec W (Son of Resident) published on 10 February 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother spent the last 9 months of her life in Pembroke House. She was fiercely independent and, although it was her decision to become a resident, she didn't ever want to be in a home.
From the day she arrived, initially for rehab and subsequently as a resident, she was made welcome, received fantastic
care and was shown total respect.
I cannot thank every member of staff, from gardener to manager, for making Mum's time at Pembroke so enjoyable.
Thank you from the whole family who were all also made so welcome when visiting.
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Review from C P (Wife of Resident) published on 24 October 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My husband was looked after very well. All the staff were very lovely. He met some residents again and had good conversations and was very happy.
Reply from Carmen Cartmell, Home Manager at Pembroke House

Thank you so much for your positive review, it is much appreciated and I will share this with staff. I am delighted that your husband was very happy and was also able to meet up with some of the residents again. At Pembroke House, our aim is to make this a place where people feel cared for and safe. Relatives and friends are part of the resident's life/history so they also need to have a positive experience. All feedback is appreciated so that we can continue to grow, thrive and enhance the resident's wellbeing.

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Review from K G (Niece of Resident) published on 25 July 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
My aunt was a resident for 4 years before she sadly passed away peacefully at the care home. The staff were amazing for the time she spent at Pembroke House, they especially made her last few days comfortable and their care and compassion was outstanding. Thank you.
Reply from Carmen Cartmell, Home Manager at Pembroke House

Thank you for these kind words. Our aim is to treat everyone with dignity, respect, and compassion; this includes their loved ones.

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Review from L B (Daughter of Resident) published on 21 June 2023 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Huge gratitude for the kindest and most empathic welcome we all (including my father) on our very emotional and difficult journey into care.
My father was accepted into Pembroke for respite care and ultimately residential.
A special thanks to the manager who gave us all the support (hugs, tissues
and, on one occasion, whiskey) we really needed.
Reply from Carmen Cartmell, Home Manager at Pembroke House

Thank you very much for these kind words. We aim to support everyone with care and compassion; including residents' family and loved ones. You are part of your father's history and supporting you is important to us. You are all part of the Pembroke Family.

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Review from Sharon B (Niece of Resident) published on 9 June 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The staff were very friendly and approachable. The care home was very clean, tidy and smelt beautiful. both relatives I visited looked well cared for and were happy. Staff spoke to both of them during the visit and were very kind and aware of their needs. I felt very reassured that my relatives were
well cared for and that their needs were met physically and psychologically. Plenty of activities were in place for mental stimulation.
Reply from Carmen Cartmell, Home Manager at Pembroke House

Thank you for your lovely comments. This is home to our residents so we like to keep it as 'homely' as possible. Every one is an individual and we treat them as such, with dignity, compassion, and respect. I will pass these comments on to the staff.

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Review from B E (Daughter of Resident) published on 17 May 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Pembroke House is a wonderful, caring home. All staff treat my mum with the greatest of respect and deliver personalised care. High nursing standards keep my mum safe, which is the greatest comfort to her family. I would thoroughly recommend Pembroke House as a first-class care home.
Reply from Carmen Cartmell, Home Manager at Pembroke House

Thank you so much for these lovely words.
Here at Pembroke House our residents are at the heart of everything; this is their home, not ours. Our aim is to treat everyone with dignity and respect that they rightly deserve.

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Review from M S (Daughter of Resident) published on 22 December 2022 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My mother has been with Pembroke House for nearly a year now, within this time Mum has been treated with lots of care and respect. Mum has come along a long way from where she was. Very grateful to Pembroke House for looking after my mum very well.
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Review from Audrey M (Resident) assisted by family/friend published on 19 December 2022 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Very good place to live, carers and staff are all lovely. Food is good, all good!
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Review from Marion C (Wife of Resident) published on 14 December 2022 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My husband has been a resident at Pembroke House since April 2022 and I cannot overstate the care and attention he has received in that time. I am extremely grateful to have been able to get him a place there. The staff are second to none.
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Review from T L (Daughter of Resident) published on 22 January 2022 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
I would like to congratulate Pembroke House for their generosity in providing my mother with lovely Christmas presents. Also to thank them for providing a lovely seasonal atmosphere, even though my mother was unaware of the time of the year.
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Review from T O (Son of Resident) published on 8 December 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
From day one the compassion, care and understanding shown to my wife, myself, family and friends was first class.
Every question asked was answered, any problems both medical and administrative was sorted without delay.
The respect shown to my wife. myself and son during those last hour of my mother's
life were wonderful. I cannot thank the RNBT and your Angels in Pembroke House enough.
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Review from Carol F (Daughter of Resident) published on 16 July 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
This is one of the kindest and most caring environments that we as a family could have hoped for. The team at Pembroke House are taking great care of my mum currently and for us as a family. The support, time, care and attention Mum is receiving is second to none. Mum is actually thriving there and
I personally cannot thank the whole team enough, every single one of you are fabulous and we are incredibly grateful to each of you. Thank you truly isn’t enough. Blessed to have found Pembroke House.
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Review from Rose F (Daughter of Resident) published on 16 July 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
Mum has been at Pembroke House for the last 5 months, the care and attention of all the staff is second to none. Nothing is too much trouble, always warm and friendly and pay a great deal of attention to each residents individual needs. So pleased my sister found this little gem of a place for our Mum.
Not knowing anything about residential care Pembroke was a real find. Cannot recommend Pembroke enough. When we visit all due care and attention is paid and the cleanliness and high standards that have been set are always of the same quality each time we visit. My Mum continues to thrive beyond belief whilst in the care here and I have absolute confidence she will continue to do so.
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Current Review Score: 9.2 (9.163)

Overview of Review Score

The Review Score of 9.2 (9.163) out of 10 for Pembroke House is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.6 out of 5 from 9 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 4.5 out of 5 from 8 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

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:

  1. 5 Points are available for the Average Rating from all Reviews in the last 24 months. The Average Rating of 4.636 for Pembroke House is calculated as follows: ( (79 Excellents x 5) + (18 Goods x 4) + (9 Satisfactorys x 3) + (1 Poors x 2) ) ÷ 107 Ratings = 4.636
  2. 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 4.527 Points relating to the number of positive Reviews for Pembroke House is based on 8 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    1. 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 = 3.8
    2. 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 55 registered maximum number of service users is 11. 8 Positive Reviews ÷ 11 = 0.727
  3. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
  4. If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

Care Quality Commission (CQC) Rating

Date: 25 Sep 2021

Overall Good

  • Caring Good
  • Effective Good
  • Responsive Good
  • Safe Good
  • Well-led Good
Care Quality Commission is responsible for the registration and inspection of social care services in England. View Latest Report

Bed Vacancies

Please contact us for latest vacancies.

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Awards / Recognitions (1)

Meet the Team (4)

Zoe

Zoe Oakley

Job Title: Home Manager
Daniel

Daniel Swandale

Job Title: Deputy Home Manager

Deputy Home Manager

Ruth

Ruth Swandale

Job Title: Head Chef

Head Chef

Gary

Gary Cook

Job Title: Gardener

Gardener

Frequently Asked Questions about Pembroke House

What types of Care is Pembroke House registered for?

Older Person Care, Dementia, Mental Health Condition & Physical Disability are the registered (by the Care Quality Commission) categories of Care.

How many Rooms does Pembroke House have?

There are 54 Single Rooms.

What are the Facilities & Services at Pembroke House?

Own Furniture if required, Close to Local shops, Near Public Transport, Minibus or other transport, Lift, Stairlift, Wheelchair Access, Gardens, Bar/Café, Phone Point in own room, Television point in own room & Residents Internet Access are some of the Facilities & Services.

How far is Pembroke House to the centre of Gillingham?

0.4 mile(s) as the crow flies, distance by road may be significantly further.

Information on this page is displayed without responsibility for its accuracy on the part of carehome.co.uk. Please contact Pembroke House to verify any information. View our terms and conditions. Pembroke House has an Enhanced Service - more info.