Barchester Lucerne House Care Home

I cannot speak highly enough of all the staff. From our first contact with the deputy manager, who totally put us at ease at what was a difficult time for us, to our last contact with the head of the dementia unit, who always had time to chat and reassure us, and the carers who stayed behind after the end of their shift to say goodbye to us when we arrived to say our final goodbye to Dad, they were all, without exception, special people.

Mum had dementia and certainly had some lovely staff looking after her.

He had a catheter and bag fitted and was prone to get infections. I visited approx once a week until I was laid up with a bad hip but when I started visiting again I could not get anyone to open the door. On my last visit which was in November 2023 I noticed that the catheter bag had been removed. I tried to speak to someone but no one was available. Next, I heard he had passed away so on the 19/12/23. I collected the death certificate, then phoned the manageress and was told by her I was not next of kin which was lies as she had known from the start I was named as such with the lady from social services.

My mum suffers dementia, she has been at Lucerne House for fourteen months... I cannot fault the love and care that the staff provide. It is such a sad and cruel disease. Everyone at Lucerne are so welcoming. They always have time for us. I know Mum is safe and looked after. It's like a home from home. The staff go above and beyond, always with a smile. They are all very special people, I cannot thank them enough. I strongly feel they deserve better pay and sick pay. The high rates we pay should enable this.

I couldn’t have been happier with how my grandad was cared for. All of the staff were on it and went above and beyond in my opinion. I would happily recommend it to anyone. Thank you for caring, it made a real difference.

We have nothing but praise for the general manager and her amazing team, and we will forever be grateful for the care and love that Mum received at Lucerne House.

I visited my friend recently after his move from another care home and I was so happy that the move had been made. My friend wasn't well but the genuine love, care and compassion from the staff made me feel so at ease, knowing that he was getting the best possible care. Staff were so attentive. There were drinks and snacks within his reach and staff checked on him regularly; asking if he needed anything. I could tell that the staff had a genuine passion for the roles that they have and I cannot thank you all enough for making his last months the best they could be.

I am so pleased to have found a care home with such wonderful staff and facilities. You hear such terrible stories about care homes. So I am lucky to have found you.

Moving Mum, who has dementia, out of her home of 50-plus years was a traumatic experience for our whole family. However, the transition to her living in Lucerne House couldn't have gone better. The management is helpful and friendly, and the staff are absolute angels! Mum loves them, and to know she is safe, less lonely, and so brilliantly cared for is a huge comfort to us all.

Grandad moved here for end-of-life care from the hospital, he was 98 years old and the improvement he made in 6 weeks was amazing, even though he wasn’t mobile he was included in all activities which were great fun. The staff and level of care given at the time he was there were exceptional. I genuinely cannot fault a thing about this care home.

Mum went into Lucerne for respite care, she has now decided to stay permanently. The staff are all lovely and very caring. We are able to visit whenever we can together with great-grandchildren. It's a lovely family environment. They have activities every day but also her room is lovely if she wants more quiet time.

Lucerne was fantastic, with excellent facilities, the standard of care and liaison with families. The manager and deputy manager were delightful, they went above and beyond to be as helpful, supportive and caring as possible. Separate dementia 'Memory Lane' unit is an excellent idea and ensures care is delivered in a bespoke and safe environment. Fantastic extended team and activities manager, they all work together to make the experience of moving into a care facility as seamless as possible.

The wonderful welcome we received and the outstanding care and genuine interest from the whole team, from the manager and administrators to the lovely reception staff, activities staff, carers, nurses and catering staff, is outstanding, and it is a genuine pleasure to visit her in such a pleasant environment and to see the residents are all receiving wonderful treatment delivered with humour and genuine warmth.

The nursing care was administered with genuine compassion. I cannot thank the whole team for such marvelous support in his last days.

Mum is extremely happy at Barchester Lucerne House, she feels safe, secure, cared for and she is always talking about how wonderful the carers are. Nothing is too much trouble and she is transported to appointments without any quibble. There are loads of activities available and the entertainment team are good at encouraging residents to participate. When I visit, I feel very welcome.

The outstanding CQC report must not be used as an accurate reflection of this care home as many things have changed or don't even exist that are contained in the report. We suggest if you are considering the home that family visit at various hours of the day and night and do not rely on empty promises from Management. The rooms are very small and old fashioned with poor quality furnishings that are desperately in need of replacement.

Lucerne House in contrast to previous nursing homes locally, has, for the last 4 years been consistent in high levels of care for my wife with Huntington's disease, never failing to maintain high professional care but always with good humour and strong empathy from the staff. The staff are clearly carefully selected and mindful of the people in their care needs and not bringing their own concerns and personal issues into the workplace. Brilliant, professional, caring with great empathy and cheerful too.

My wife has been a resident of the Shillingford Unit at Lucerne House nursing home for many years. She has always been treated with respect and patience and given first-class care. The staff are efficient, positive in the outlook accompanied with a good sense of humour. I would like to thank everybody for looking after my wife during these difficult times.

My sister and I and our family want to thank everyone who looked after our mum/nanny and for all, they did even when she passed. Love to you all.

My dad came into Lucerne House needing extra dementia care and what turned out to be end of life care. It wasn't an easy time for him but the staff were exemplary.