Review from Phil M (Son of Resident) published on 6 May 2023 Submitted via Website • Report

Overall Experience

Thank you to all staff at Moundsley for the care you gave my mother during her final years and for the sympathy and support you gave us when she passed away at the grand age of 101, an age she reached due to your care.

Reply from Matthew Smith, Sales & Marketing Co-ordinator at Moundsley Hall Care VillageYou're most welcome, and please accept our deepest condolences for your loss. We are honoured to have been able to provide care for your mother during her final years and grateful for the opportunity to have been a part of her life. It is heart-warming to hear that our care made a positive impact and we are glad that it enabled her to reach the remarkable age of 101. At Moundsley, we strive to provide compassionate and personalized care to our residents and we are pleased to hear that we were able to support you and your family during this difficult time. Thank you for your kind words and please do not hesitate to reach out if there is anything we can do to support you further.

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Review from Martin D (Son of Resident) published on 1 February 2023 Submitted via Postal Card • Report

Overall Experience

Very pleased with the care that was received, staff very good, and they made a special effort for my mother's 100th birthday party. Thank you very much.

Reply from Matthew Smith, Sales & Marketing Co-ordinator at Moundsley Hall Care VillageThank you so much for your kind words and these will be shared with the Moundsley staff. We are privileged to have shared your mother's 100th birthday.

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Review from Bernard H (Son of Resident) published on 26 January 2023 Submitted via Website • Report

Overall Experience

Our mother was a resident at Moundsley Hall for three and a half years up to her recent sad death. She was treated throughout this time with great care and professionalism along with tremendous humanity and respect. It was lovely that staff always gave her their attention, respect, care and genuine

affection.
The behaviour demonstrated helped her cope with the symptoms suffered and she related very well to all care for her.
She was clearly happy with all caring for her. Any changes or incidents have always been communicated to her family both promptly and without recourse to jargon this helping our confidence.
We, her family, would like to express our admiration and gratitude to all at Moundsley for their great commitment and unstinting care.

Reply from Matthew Smith, Sales & Marketing Co-ordinator at Moundsley Hall Care VillageThank you for your kind words, I've shared them with the Moundsley team, It means so much to the people who cared for your mother during her three and half year stay with us. They are generally sad times when we lose anyone at Moundsley especially after being in care with us for such a long time. Here's to the smiles that your mother brought to carer's faces.
You and your mother are in our thoughts at this difficult time.

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Review from L W (Daughter of Resident) published on 5 January 2023 Submitted via Postal Card • Report

Overall Experience

The manager and staff are very helpful and considerate of mother's needs. A room was organised for a birthday party for our mother. It was a small family event and it really lifted mother's spirits and we all had a lovely time.
Thank you.

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Review from W B (Resident) published on 29 November 2022 Submitted via Postal Card • Report

Overall Experience

Made to feel welcome from the outset and treated with the utmost care and consideration by the care staff who are always approachable and friendly.
The home has also facilitated the continuation of my physiotherapy.

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Review from S B (Daughter of Resident) published on 22 November 2022 Submitted via Postal Card • Report

Overall Experience

Following a short illness, my father was admitted for palliative care. During his stay, he was treated with respect, dignity and the highest level of care. As a family, we were shown compassion and care. A friendly, calm and welcoming environment to end your days.

Reply from Matthew Smith, Sales & Marketing Co-ordinator at Moundsley Hall Care VillageThank you for your wonderful review! Your excellent feedback will be passed on to our team, these kind word really do mean something to the staff. Again, thank you.

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Review from L S (Daughter of Resident) published on 22 November 2022 Submitted via Website • Report

Overall Experience

My mother had to be admitted into Kensington House because she was having difficulties coping whilst suffering with Alzheimer's. She remained in Kensington House for 2 years and 8 months until her death. Two months after she was admitted, the first lockdown started during the pandemic, it was a challenging

time but Kensington House made it possible for us to continue visiting by creating a secure 'pod'. Whilst personal contact was not possible it meant we were still able to see Mom.
At all times we found the home to be very clean and the staff were always friendly and willing to help. In one of her better moments, Mom did say 'they look after me very well here, there's no need to worry about me'. Towards the end Mom became unable to do anything for herself and eventually was bedridden, the staff in Kensington House took great care of her ensuring that she was clean and comfortable until she passed away.
I have nothing but praise for the manager and all her staff.

Reply from Matthew Smith, Sales & Marketing Co-ordinator at Moundsley Hall Care VillageThank you for your lovely comments. The care and services we deliver as a team to our residents and families are extremely important to us and to hear such kind words really does mean so much to the team. Thank you again.

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Review from Stephen C (Son of Resident) published on 18 November 2022 Submitted via Website • Report

Overall Experience

Really wonderful experience for my mum, settled in very well and has received the very best of care in Kensington. The team and services within Kensington are exceptional. In particular, the consistent and long-standing of the team leader has made my mum feel more settled, safe and secure. I have nothing

but praise for the care my mum has received in Kensington - thank you.

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Review from Gillian W (Daughter of Resident) published on 18 October 2022 Submitted via Website • Report

Overall Experience

Moundsley Hall Care Village looked after my mum for five years and I have nothing but praise for the care and attention they gave her. Mum recently passed away but during her last few weeks, they were amazing, particularly with the support they gave my sister and me when visiting Mum.
I would definitely

recommend Moundsley Hall.

Reply from Matthew Smith, Sales & Marketing Co-ordinator at Moundsley Hall Care VillageHi, thank you for the review, I know the staff in the Moundsley unit were proud to have cared for your mother for the last five years. It's very sad to have lost someone who the unit cared for, for that amount of time. This thank you to the staff has been passed on and will mean a great deal to them, we are sorry for your loss.

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Review from Andrea G (Daughter of Resident) published on 6 October 2022 Submitted via Website • Report

Overall Experience

It was my dad's 76th Birthday today and the activities team arranged the best birthday party for him in the activity centre. My brothers and his sister came to make it extra special. There were balloons, music and a cake. My dad and some of the other residents thoroughly enjoyed it.
Thank you so much

for making his birthday so very special and for inviting us to have this lovely memory together.

Reply from Matthew Smith, Sales & Marketing Co-ordinator at Moundsley Hall Care VillageHello, we are glad you and your father enjoyed the birthday celebrations here at Moundsley. The activities co-ordinators do a fantastic job when putting on birthday parties. It was great to see you all smiling, enjoying each other's company, and gathering memories to cherish.
Thank you for taking the time to leave a review.

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Review from Graham B (Husband of Resident) published on 30 August 2022 Submitted via Website • Report

Overall Experience

During her short stay in Buckingham House, I am pleased to say my wife received an extraordinary level of personal and ultimately palliative care. On her final day, I saw just how gentle and caring each team member could be. Irrespective of their role, each of them, whether qualified or a care worker,

knew exactly what to do. I’m not permitted to name names, but you know who you are. I work in the healthcare sector and will not hesitate to unreservedly recommend Moundsley Hall Care Village. Not only are the setting, buildings and facilities quite exceptional - the people are pretty special too. I will always be grateful that my wife’s final weeks were in Buckingham House. Thank you, team.

Reply from Tracey Ferriday, Admissions Co-ordinator at Moundsley Hall Care VillageThank you so much for your kind words, they mean so much to all the staff in Buckingham House.

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Review from Caroline C (Niece of Resident) published on 7 April 2022 Submitted via Postal Card • Report

Overall Experience

My aunt was admitted for palliative care in December 2021. During her stay both she and us as a family received the highest level of care and respect. The staff went above and beyond and I can't thank them enough. At an extremely difficult time for us, the care and compassion given to us all was outstanding.

Reply from Sarah Chalmers, Admissions Co-ordinator at Moundsley Hall Care VillageIt really does mean a lot to our staff to know they helped at a very difficult time - thank you for taking the time to leave this review.

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Review from Debra B (Daughter of Resident) published on 30 March 2022 Submitted via Website • Report

Overall Experience

My mother was a resident in Kensington House for three and a half years, throughout her time in Kensington she has received outstanding care and her family have received outstanding care too. We have been kept informed, included and comforted by the staff on many different occasions over the last few

years. Mum went in able to walk, watch the telly, enjoy meals etc. but, as it is with dementia things decline. Come the end Mum had full 24 hour care. In her last week the end of life care was extremely attentive and she passed away with dignity. Kensington House is as clean as a new pin, the food served is very good and varied, the staff are welcoming and care about their residents. When we left Kensington for the final time, I thanked the house manager for all she and her staff had done for Mum, I had total trust in how Mum was being looked after which meant that I could sleep at night.

Reply from Sarah Chalmers, Admissions Co-ordinator at Moundsley Hall Care VillageThank you so much for taking time to leave this review - you kind words mean such a lot to our staff.

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Review from Clive B (Son of Resident) published on 27 October 2021 Submitted via Postal Card • Report

Overall Experience

The palliative care being given to my mother is excellent. She is generally afforded respect and full attention. The site itself is quite wonderful with well-kept grounds with a lovely outlook for most patients. A little more attention to room maintenance would not go amiss eg: drawer front plates are

hanging off a chest of drawers in my mother's room, very unsightly and totally impractical. Staff are always available to discuss my mother's needs and health, there is an odd staff member who could improve on the communication skills, but this is only a minor criticism.

Reply from Sarah Chalmers, Admissions Co-ordinator at Moundsley Hall Care VillageThank you for taking the time to leave us a review – your feedback is welcomed and will followed up directly by the home manager. In the meantime, our maintenance department will address the points you have raised.

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Review from Jan B (Daughter of Resident) published on 14 October 2021 Submitted via Website • Report

Overall Experience

My mum has lived here for over 5 years. It's been particularly difficult over the Covid period with the restrictions but Mum has been kept well and safe. My 100 year old father visited for first time in months today, he's extremely poorly and was treated like royalty. The staff welcomed him back like

a member of the family and accommodated his needs beautifully. It's reassuring to see him being afforded such compassion and dignity as it speaks volumes about the culture of the organisation. Mum is certainly very settled there.

Reply from Sarah Chalmers, Admissions Co-ordinator at Moundsley Hall Care VillageResponse from Marc Cohen – Home Manager: Thank you for your kind words. I am so glad you had such a positive experience when you visited with your father. As with all friends and relatives, we are happy to support and facilitate visits even during these most challenging times. Please let us know when you would like your father to visit again.

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Review from Richard H (Husband of Resident) published on 11 October 2021 Submitted via Postal Card • Report

Overall Experience

My wife is well looked after and is very happy there. She is about to enter her fourth year, she is attended regularly by medical staff, and is given all her medication on time. She enjoys her food and that is of a good quality. The staff try to keep the residents entertained and comfortable.
A weak

point is communication, while staff will ring in cases of (say) a fall, management rarely communicate on general matters eg. visiting arrangements.

Reply from Sarah Chalmers, Admissions Co-ordinator at Moundsley Hall Care VillageWe really appreciate you taking this time to leave us this review. We note your comments on communication but would like to explain that as guidelines around visiting have been changing frequently it has not been practical to contact all families on an individual basis to update them. We have regularly updated our website and newsletters in order to reach the majority of families.

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Review from Anne A (Daughter of Resident) published on 11 October 2021 Submitted via Postal Card • Report

Overall Experience

The staff are generally welcoming and friendly. The management is helpful. Due to Covid restrictions, there have not been ongoing activities, which has left my mother bored and unhappy some of the time. As the home is large, it does not feel warm and cosy but rather cold and clinical. Due to staff shortages

and lack of visits, my mother has felt lonely. We have had little or no communications from the home as to my mother's condition or wellbeing, but I realise the staff have been working under pressure. Generally, she is well cared for but not stimulated adequently.

Reply from Sarah Chalmers, Admissions Co-ordinator at Moundsley Hall Care VillageThank you for taking the time to leave a review – we note your comments, and we accept that during the pandemic we have not been able to have the usual amount of external visiting entertainers or external trips out. Our staff have done their very best to provide interesting and stimulating activities for our residents during this difficult time. We invested heavily in technology, to mitigate the impact of visiting restrictions and sought alternative digital activities. We have passed your comments on to the manager, and they will be in touch directly to see how we can improve. Hopefully, as things improve we will once again be able to provide a wider programme of activities. We would like to reassure you that there have never been staff shortages in the Unit.

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Review from Wendy F (Daughter of Resident) published on 27 September 2021 Submitted via Website • Report

Overall Experience

My mother was placed on end of life care in this nursing home. Despite the fact that I myself work/manage a nursing home and had regular Covid tests, I was not allowed to see my mom. She passed away six days after admission. The Manager was very unsympathetic and unhelpful, even given the fact that

Government guidelines state that there must be some flexibility with restrictions when residents are deemed to be on end of life care. I was told, "it's because she is not being given any end of life medication yet".
Totally unacceptable!
I have recently seen a news report where relatives have successfully obtained an apology via the Government Ombudsman. None of this is going to bring my mom back, but a formal complaint will be on its way to this home shortly.

Reply from Sarah Chalmers, Admissions Co-ordinator at Moundsley Hall Care VillageWe are truly sorry for your sad loss. At the time (October 2020) Covid cases nationally were rapidly rising and the country shortly went into a national lockdown. This was before Rapid Lateral Flow testing was available for visitors and vaccinations had not yet been rolled out. Our priority is the safety of our residents and staff. While we have always permitted visiting when someone is at the end of their life, your mother was stable and not critical on admission. The GP would advise when end of life anticipatory medication was to be implemented and this is when we would advise family that they could visit. These were the government guidelines which we followed, if we didn’t then we could have put others at serious risk. We understand your frustration, but we genuinely were doing our very best under extremely difficult circumstances.

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Review from Beryl R (Aunt of Resident) published on 8 September 2021 Submitted via Website • Report

Overall Experience

As I am not able to visit my nephew as often as I would like I rely on keeping in touch by phone. All of the staff are very informative when speaking to me, answer all my questions and phone me if they need to report or ask about anything. They even ask how I am, which I
appreciate.

My nephew is

disabled and needs help with most things, I think the staff do extremely well caring for him, keeping him comfortable.

Reply from Sarah Chalmers, Admissions Co-ordinator at Moundsley Hall Care VillageThank you for taking the time to leave this review, Beryl, it is very much appreciated.

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Review from Laurie E (Husband of Resident) published on 1 September 2021 Submitted via Postal Card • Report

Overall Experience

My wife (a 92-year-old lady) has been a resident at Moundsley since January 2021.
During all of that time, my wife has always been treated with the utmost care, kindness, and dignity.
The friendliness of everyone and the kindness shown to me personally is wonderful.
I can't praise Moundsley Hall

enough.

Reply from Sarah Chalmers, Admissions Co-ordinator at Moundsley Hall Care VillageThank you so much for your kind words - it is very much appreciated.

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Moundsley Hall Care Village Reviews (89)

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