Iceni House

Thank you for your kind words, and your vote of confidence in what we do. I will take to heart your view with regards to the TV remote control and I will ask the team to see if we can source some universal remotes that have larger controls.

Many thanks for your very kind words - I will ensure that they are shared with the whole team. - and they are deeply appreciated.

Many thanks for your honesty and acknowledgement of the normally good level of care that we deliver to all of our residents. Your concerns were, correctly brought to me, and I can reassure you that actions have already been taken - I raised these thoughts at our weekly Heads of Department meeting last week.
As well as asking our housekeeping team to ensure that the soap/gel dispensers are kept fully stocked, I have asked that your loved one's room is checked/cleaned often.
I am acutely aware that our well-being team has been suffering of late - a combination of staff vacancies combined with annual leave did leave the well being events quieter than we would like - I have personally requested a daily accounting of involvement to ensure that all our residents are fully supported to live life well.
Please do come back to me if you need to.

Thank you for your kind words and I will ensure that all departments are made aware of them - care is, of course, a team thing and we are very proud of all of our staff's input into looking after our people.

Thank you for your kind words and appreciation for all that we do - for your mother and all others that we are fortunate enough to care for.

On behalf of all of the team here - we are sorry for your loss and are pleased that we were able to care for your late father - we work in care to make a difference and I am proud of the difference the team made for your dad and your family.

As the registered manager of the home since November 2022, I have taken the time to look closer into this specific comment as it would appear different to most feedback received.
Firstly, I am sorry that any one has been dissatisfied with the care given at Iceni – I will personally extend my apology for that.
Secondly, on investigation, I am aware that the initial placement of this gentleman into our care was actually an error made by the Hospital discharge team – and some facts with regards to the suitability were both raised, and substantiated by a formal complaint to the hospital concerned. A part of that failure was the needs of the gentleman were not correctly assessed with in the acute setting, and the pertinent information was not passed to the home.
Unfortunately, I do not have anything extant vis-a-vis heating or room temperatures at this time – however, I am sorry if there had been a perceived issue that was not resolved swiftly.
I have also checked through specific records and spoken with staff present at the time of the admission – this gentleman’s teeth were not transferred with him from the discharging ward, and it was only after multiple attempts to source them that a taxi was used, after some days, to retrieve the dentures from the ward.

In conclusion, I was sorry to read this review, but I can reassure yourself, and other interested parties that the home continues to learn from past issues, and that as a manager, and with the support of a strong team we strive for excellence.