Green Gates Care Home

The staff are friendly. They are kind. I like my room.

My husband celebrated his 70th birthday last week and the staff made his special day a memorable one. With a beautiful chocolate cake and cream tea my husband with friends and residents had a lovely afternoon. Thank you Green Gates.

They give me good care.

Following a series of falls and hospital admissions, my 91-year-old mother clearly needed 24-hour nursing care. I have visited a number of care homes and can say confidently, that Green Gates is by far one of the best. I live a long distance away from the area and have had no issues contacting my mother either because one of the staff will take a mobile phone and contact me or will take the home's mobile phone to my mother when I call. The information shown in the daily care plan are incredibly detailed and the online portal system is very comforting as I can check my mother's care on a daily basis. Every time either my sisters or I have visited Green Gates, we have always been welcomed by the staff who are extremely friendly and supportive. My mother is clearly very well settled and happy and although she generally prefers to stay in her room, she always reports that the food is good and the staff are lovely. Although my mother's room is rather small it is well-appointed.

Was only a temporary stay, and looked after really well.

I am happy here.

My husband aged 90 was here for a two week stay with nursing care after being in hospital. This was a very disappointing experience. I had thought that being part of BUPA would have been some sort of guarantee of reasonable standards. There was no attention to detail and the minimum possible service was provided. Some of the food was of poor quality; no daily shower; call button never answered; no checking for falls. Most basic care (removal of dentures at night for example) was not carried out. Often a strong smell of faeces permeated the whole establishment. It was impossible to find anyone to speak to in the evenings when I visited and impossible to get through on the phone.

My friend mentioned the food was excellent but thought there should be a choice for those who like different types of food.

Staff and carers have always been very helpful and friendly on my visits. She seems well looked after and never complains about anything.

I have always had positive experiences at Green Gates. When problems have arisen they have been dealt with promptly and I have been kept informed. The staff are friendly and are normally available when required. My mother is always happy when I visit and she is clean and well dressed. Her room is normally clean and tidy but when concerns have arisen they are dealt with quickly and efficiently.

I have watched Green Gates Care Home get to a point where all their staff left together just after Christmas, at which point I feel the care home was crashing. The then-manager left in October 2022 and since then this care home has run with agency staff only and this is unacceptable, there is no continuity in the home and no permanent staff. I witnessed, back in October, no heating for over two months, when I visited. The temporary management are focused on paperwork and not residents and there is never enough staff, the activities in this home are very poor.

Some longstanding nurses and carers were excellent, but there were a lot of agency staff nurses and carers and a lack of proper filing of notes on residents' files (e.g. no agreed advance care plan for end-of-life was found on files when needed in an emergency when paramedics present), which led us to complain and also question the standard of care on a number of occasions. Even if staffing levels meet CQC requirements, extremely busy staff meant very long waits when buzzers were pressed for help to go the bathroom or even to get a drink.

Our cousin arrived directly from hospital after a stroke six weeks earlier with grade 2 pressure sores! These then deteriorated to grade 4 sores and became the subject of 'a letter of candour' and an apology from Green Gates Care Home. She was 'allowed' to fall out of bed. Staff attentions are now much improved but telephone contact with staff is very poor and this is important as I live in Bournemouth - 2 hours away by car.

I found the common areas of the home untidy with a general air of decay. My mother's room needed a clean and polish; her bathroom was cluttered and grimy. Her wheelchair had a frayed tyre. Reception phone ringing unanswered for long periods.

They do this with a smile and are so genuine in their interest in the well-being of the whole family.

Made to feel very welcome, like you were part of the family at the nursing home. Nothing was too much trouble.

Always made welcome arrival, Covid restrictions very professional. Staff find time with you when they see you.

My aunty is a resident at Green Gates and I cannot praise this home enough. They are always going above and beyond to help not only her but us as a family as well. Nothing is ever too much trouble for the team and I cannot thank them enough.

My grandmother has been at Green Gates for short-term care, myself and my family would not have enough words to thank all the team at green gates! My grandmother was very well taken care of! She has had a great recovery during 2 at Green Gates. The least I could do is to leave our family experience and gratitude written down.

The visit with mum today was difficult dut to the COVID situation, however, the staff and management made every effort to make my visit as good as possible. Mum was looking well and is being very well looked after in these uncertain times. My visit has put my mind at rest knowing mum is being very well cared for. A big thank you to everyone looking after my mum. God bless you all.