Review from J B (Daughter of Resident) published on 22 April 2024
Submitted via Postal Card • Report

Overall Experience

The staff on Beech House who look after my mother are second to none. They are all helpful, friendly and very professional.
Any issues that arise, I am made fully aware of and always kept up to date.
I cannot thank the staff enough for all they do for my mother.

Reply from Paul Lawson, National Sales Manager at Bedford Care Home

Thank you so much for your lovely review which we will share with the staff team in Beech House. Great to hear that you are so happy with the care your mother is receiving. Best wishes.

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Review from Brian N (Son of Resident) published on 19 April 2024
Submitted via Website • Report

Overall Experience

Firstly I cannot fault the care my father received during his stay in Beech House. Unfortunately, the administration at Head Office is another matter. My father died on 15th Feb 2024 and on the week of his funeral, my Mother found out that they had taken another month's money for his care for March

(in excess of £6,000). After numerous emails, most of which get ignored and only replied to when threatening legal action, they stated a refund was being completed as they had missed a date for completion. This refund never took place and all subsequent emails are now being ignored. My 88-year-old mother is now having to engage the services of a solicitor to try and finally get the refund. We are also going to report this to the relevant ombudsmen and a television show, as we have now discovered this has happened in other care homes in the Advinia group in the Midlands and Scotland. As I said care was great but the stress imposed by them on an 88-year-old after the death of her husband is unacceptable.

Reply from Paul Lawson, National Sales Manager at Bedford Care Home

Hello and thank you for your review. The refund was processed and paid earlier this week and we apologise for the delay and for any inconvenience this may have caused. Sincere condolences on the recent loss of your father and please pass on our very best wishes to Mum. Thank you for the compliments about the care in Beech House which we will pass on to the team.

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Review from Colin L (Husband of Resident) published on 19 April 2024
Submitted via Postal Card • Report

Overall Experience

All the nurses and care workers and all the management are excellent, caring and supportive. They care for my wife with dignity and kindness, everyone on the unit are the best you can have.

Reply from Paul Lawson, National Sales Manager at Bedford Care Home

Thank you very much for your lovely review and it's really nice to know that you are happy with the care provided.

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Review from C G (Daughter of Resident) published on 11 April 2024
Submitted via Postal Card • Report

Overall Experience

Staff very friendly and organised. Drinks and meals given with care. Any problems, staff will help to solve. Always tidy and clean.

Reply from Paul Lawson, National Sales Manager at Bedford Care Home

Thank you very much for your lovely review, we will share it with all of the team. Best wishes.

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Review from Gillian C (Daughter of Resident) published on 10 April 2024
Submitted via Postal Card • Report

Overall Experience

My mum has been on Beech Ward for several years now and my sister and I have always been pleased with her care, we have also been here at meal times and Mum has always enjoyed her meals.
We have had good communication from the ward staff about Mum's progress and condition and have also always felt

welcome when visiting.

Reply from Paul Lawson, National Sales Manager at Bedford Care Home

Thank-you very much for your review. It's great to know that you and the family feel so welcome and reassured. Best wishes

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Review from M A (Partner of Resident) published on 22 March 2024
Submitted via Website • Report

Overall Experience

When my partner was placed at the care home after being offered a place, the staff there were really good and got my partner settled almost instantly she is now a permanent resident. All the staff are helpful/friendly and professional, my partner is happy and content with being well looked after and

every day she is improving a little with her individual health problems.

Reply from Paul Lawson, National Sales Manager at Bedford Care Home

Thank you very much for your review. We are delighted that your partner has settled in so well and is happy at Bedford Care Home. Best wishes.

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Review from S O (Daughter of Resident) published on 21 February 2024
Submitted via Website • Report

Overall Experience

My mum came into Bedford Care Home for an assessment in September 2023. The staff were courteous and could not do enough for my mum. The doctor assigned to the unit was also extremely helpful and companionate as to my mum's needs. Each day, the staff kept us informed of my mum's progress but unfortunately,

through my mum's illness, she deteriorated. Again, the staff were wonderful even after she passed away. I have nothing but praise for the staff.

Reply from Paul Lawson, National Sales Manager at Bedford Care Home

Thank you very much for your lovely review and we extend our heartfelt sympathies to you and the family on the recent loss of your wonderful mum. We will pass on your kind comments to the team. Best wishes.

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Review from J S (Grandson of Resident) published on 24 January 2024
Submitted via Website • Report

Overall Experience

My grandmother was admitted to the centre for assessment and unfortunately, her experience was very poor. I caveat this review by saying I know it’s not an easy job for the staff at times, however, the building looks very tired and in need of maintenance. Residents are left to sit staring at a TV with

very little interaction, the staff all seem to talk to each other rather than checking if everyone is ok, and I can’t see anyone doing anything other than decline rapidly when staying here.

Reply from Paul Lawson, National Sales Manager at Bedford Care Home

Thank you very much for your feedback which is really valuable to us as we strive to maintain the very highest standards throughout the care home. As your grandmother was only with us for a very short period we are disappointed that you have been left with a negative impression and can assure you this is not the normal type of family review that we receive. We would have welcomed the opportunity to discuss this with you during your grandmother's stay so that we had the opportunity to talk through your concerns. Thanks again and we wish you and the family all the very best.

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Review from Peter B (Brother of Resident) published on 2 December 2022
Submitted via Website • Report

Overall Experience

Can only give 100% plus to all staff. Thanks for the care my sister received whilst being looked after and cared for, she sadly passed away earlier today.
The care and consideration were paramount throughout the medication provided.
I would recommend Bedford Care Home, simple answer from our own experience

- yes. Once again thanks to every one of you.

Reply from David Martins, National Sales Manager at Bedford Care Home

Thank you for your kind review and insights. We are very sorry to hear about your sister and will ensure the feedback is passed on to the team.

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Review from Joanne R (Daughter of Resident) published on 4 November 2022
Submitted via Website • Report

Overall Experience

Mum was cared for from June 22 to October 22, she had recently been diagnosed with mild dementia. She was cared for on Astley ward and although anxious and unsettled initially the staff gave her lots of care and attention and made her feel special and family felt very welcome. The Astley staff team

made such a difference to mum and our family knew she was safe, cared for and she formed a special bond with some of the team who went the extra mile to make her stay comfortable.
The housekeeping was excellent and mums room was always clean and fresh bedding but it was more than housekeeping it was a friendly chat and cheery smile that made the difference to mum.
Although Mum could manage her care the team were always on hand if she needed anything. The meals were really good and mum always enjoyed the cake treats especially when it was a resident's birthday and special cake was on offer!
We are so grateful for the genuine care and compassion and Mum speaks fondly of staff even now home.

Reply from David Martins, National Sales Manager at Bedford Care Home

Thank you for your very kind review and we are so happy that mum enjoyed her stay.

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Review from Jane T (Daughter of Resident) published on 7 June 2022
Submitted via Website • Report

Overall Experience

Mum moved to Pennington in April. The nurses, carers and housekeepers are all absolutely lovely. The unit manager said “we are like a family”, and they really are.
Mum has settled well.
She looks cared for, always wearing her own clothes.
Her room is clean, tidy, warm and bright. The atmosphere is

cheerful, friendly and happy.
Many of the residents have very challenging needs - but the carers are patient and kind, and treat everyone with dignity.
I am very grateful and relieved to see Mum being looked after so well.
The Pennington team are amazing!
Also, on the administration side and the financial administrator has been helpful and very supportive. She is in contact immediately if you need her and has helped me through the admission process with approachability, professionalism and genuine kindness.
Moving a loved relative into a care home is a very stressful and traumatic time, and I just want to say a huge thank you to all at Bedford Care Home.

Reply from David Martins, National Sales Manager at Bedford Care Home

Thank you for your kind review of the home. We are delighted you are happy with the home, the team, the care, housekeeping and the atmosphere of the home. I will ensure your feedback is passed on to the team.

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Review from Sue M (Niece of Resident) published on 12 April 2022
Submitted via Website • Report

Overall Experience

My Aunt was cared for at Astley House. The staff were amazing with her, she loved them and they treated her as part of the family. The communication was excellent even through the pandemic. I felt they supported us through this too and were always willing and had time to answer questions and put our

minds at ease. So thank you to all the staff. Each and everyone went above and beyond and for that, I am truly grateful. The staff were caring, compassionate and professional even in the difficult times the pandemic brought. A credit to Bedford. Thank you so much for taking good care of my Aunty and also making sure my Mum (91 yrs young) was ok when she came to visit.

Reply from Emily Hocking, Regional Customer Relations Manager at Bedford Care Home

Thank you so much for taking the time to share your experience. It really is so lovely to hear such kind and lovely words about the team and how well supported you and your family have been.

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Review from Adele M (Daughter of Resident) published on 11 April 2022
Submitted via Website • Report

Overall Experience

Croft House. Very understaffed, with nurses telling residents to soil in their pads and then leaving them for hours before changing them. Rude agency staff. Residents all lay in their beds with a nappy/pad tied around them. Not allowed to leave their rooms. The place stinks, only one visit per day and

this includes medical staff. My sister was told our mum had her one visit booked and that was with physio. Patients/residents still not dressed or washed/changed at lunchtime. Six days to get a doctor to visit. If you have any love or respect for the one needing care, please find another home. We have witnessed residents crying because they have wet themselves and they are scared to tell some members of staff (mostly agency). I haven't got the energy to put in words (again) how bad this place is. This could be an amazing place, but lack of staff, bad management, and underfunding means the residents are suffering, physically and mentally.

Reply from Julia Bentley, COO at Bedford Care Home

Thank you for taking the time to review the home, I am sorry that your experience at the Home has been so negative. Your concerns are currently being investigated and the Home Manager will be contacting you to discuss further.

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Review from R H (Resident) assisted by family/friend published on 17 August 2021
Submitted via Postal Card • Report

Overall Experience

Discharged from the hospital for one week's respite and was placed in the dementia unit. Own room which was dirty, including furniture, no bed rails on the bed (history of falls). The panic/calling button on the side table had no battery in, so not able to call for assistance (I am bed-bound). My wife

confirmed to staff my room was dirty (they said it was because of me gathering up the quilt cover!) The food was bland and not appetising. Some staff were bullying me. My wife, on visiting me a few days after my admittance, stated I looked like I had never been washed because of dirt around my nails, and the groin area looked unclean. My catheter bag had not been changed by staff and was overdue for this. I was not given liquid often (just spent two weeks in hospital with a bad water infection) plus, when I had my 4 pm meds, I was also given a purple liquid, which was not my usual medication.

Reply from Emily Hocking, Regional Customer Relations Manager at Bedford Care Home

I'm sorry you have had cause to make a complaint in regards to the care provided. At Bedford we appreciate any criticism good or bad and this helps us to make any changes that are required. To answer a couple of your points; all rooms are fitted with electronic call bells that are attached on an internal system, this can lead people to believe there are no batteries in them. Daily walk rounds are completed of the entire home and we apologise if you found the room to be untidy. Whereby it is established that a resident requires bedrails we would complete a risk assessment. However with any resident we always look for the least restrictive measure to put in place for any residents. On some occasions whereby residents will not take their medication with water, we offer alternatives such as blackcurrant juice.

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Review from Brian H (Son of Resident) published on 9 July 2021
Submitted via Website • Report

Overall Experience

My father spent his final six months in Bedford Care Home, which is managed by a fabulous lady who is always so supportive and willing to answer queries honestly. They have fabulous staff too, including three members of staff in particular. Thank you so much to everyone for making my father's final

days as comfortable as possible. My father loved his time at Bedford Care Home despite his Dementia and underlying health conditions. I shall never forget your kindness and compassion. You're all a blessing to humanity. Thanks again to the manager and another member of staff in particular, your careers will go far.

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Review from M C (Daughter of Resident) published on 9 April 2021
Submitted via Postal Card • Report

Overall Experience

My mother was first of all in Astley, which I cannot complain about anything, she was very well looked after with care and dignity. She is now in Croft Unit where again she is extremely well looked after with care and dignity, their job now with her is now more hands-on, again I cannot thank both units

for their care and compassion a very difficult job.

Reply from Paul Millar, Sales Manager at Bedford Care Home

Thank you for your review; we value all feedback as this helps us to improve our service where required. We are delighted that your Mother settled so well and the reassurances it provided to you as a family. Thank you also for your positive comments regarding our home and team who work hard to deliver high standards of quality care at all times. I will, of course, pass on your kind words to the Bedford team.

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Review from David H (Son of Resident) published on 29 March 2021
Submitted via Postal Card • Report

Overall Experience

My mum was a bit apprehensive and nervous at first, but due to the staff, she fitted in well. All she could say was how good the staff were and how good the food is. My mum is very happy here, which in turn fills me with confidence that she is being looked after properly. Thank you.

Reply from Paul Millar, Sales Manager at Bedford Care Home

Many thanks for taking the time to review our home. It is our pleasure to care for your mum.
Thanks again for your kind words and I will make sure I pass them on to the Bedford team.
Regards

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Review from R B (Sister of Resident) published on 29 March 2021
Submitted via Postal Card • Report

Overall Experience

First time for a visit because of the lockdown restrictions, everyone was helpful and seem to be very caring and the visit went well.
I didn't get to see the rooms because of restrictions or anywhere else.

Reply from Paul Millar, Sales Manager at Bedford Care Home

Many thanks for taking the time to review our home. It is our pleasure to care for your sister.
I will of course pass on your kind words to the Bedford team.
Regards.

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Review from John H (Son of Resident) published on 18 March 2021
Submitted via Website • Report

Overall Experience

First visit since pre covid. Great staff. Really friendly and helpful. Excellent care home 10/10. I can’t thank the staff of this home enough for looking after my mum so well, especially during the pandemic.

Reply from Paul Millar, Sales Manager at Bedford Care Home

Many thanks for taking the time to review our home. It is our pleasure to care for your loved one.
I will of course pass on your kind words to the Bedford team. Regards

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Review from Michelle B (Daughter of Resident) published on 19 January 2021
Submitted via Website • Report

Overall Experience

Despite the ongoing issues regarding care homes being unable to offer visits due to the Covid 19 pandemic, following the government announcement that families could mix over the Christmas period, the care home manager worked endlessly with the relevant authorities and was determined to get a plan approved,

despite the ever-shifting ground, in order for a closed window visit to be permitted on Christmas Day and Boxing Day. The efforts paid off and the plan was approved.
In a year where many people have been separated from their loved ones, this meant a lot.
In addition, all the staff have worked tirelessly under the circumstances to arrange Zoom meetings for the residents to connect with relatives, despite the pressures they are under and new technology they have had to master! A big thank you to everyone.

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