Review from T M (Son of Resident) published on 22 January 2024 Submitted via Website • Report

Overall Experience

The room was in need of repairs: the plug socket needed plastering around, and holes in the wall where things had been removed. The door handle had clearly been moved several times, the cupboards were tatty and the doors didn’t shut properly. The wrong type of bed in the room. Staff constantly on phones

whilst working. Residents are not encouraged to participate in activities or to shower. Very unwelcoming staff. The staff did not knock on the room doors before entering. The general impression I got was that staff would do the absolute minimum to justify their days' work.

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeFirstly may I say how saddened we were to receive your review, as none of the issues raised had been brought to our attention previously.
We certainly apologise that the welcome received and your experience at the home did not meet our usual high standards. The team and the Home Manager are sorry to think that you have the impression of them that you do.
Of course, it does not excuse your experience, but we wanted to give you some reassurance. Our care management system is digital and as such the team use handsets, much like mobile phones, to record care interventions, we believe that this is what you have seen them all using. The bed frame was swapped over as the low/low bed which had been put in place prior to admission, was not required and the rooms in Beech House are undergoing a total revamp, it is unfortunate that on this occasion, the room was yet to have its furniture replaced.
Again our apologies, we will take the points you raise and ensure that feedback is given.

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Review from S W (Daughter of Resident) published on 16 October 2023 Submitted via Postal Card • Report

Overall Experience

Excellent service. Really good with my father, very caring and patient with him. My only criticism is there are no staff at the weekends.
Meals are very good, balanced and nutritious.

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeThank you for your review and your ratings, we do appreciate the feedback and your 5* review. Weekends are very different in care homes, without administrative staff and those managers who have worked on weekdays, it does feel very different. Our rotas run over 7 days a week, 24 hours a day and our care teams are in and out of the home in a pattern which is not always obvious, but this should never impact on the care and service provided. Kind regards.

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Review from E T (Daughter of Resident) published on 11 October 2023 Submitted via Postal Card • Report

Overall Experience

Very supportive management team. Unexpected move out of area, however Dad was treated with dignity and respect. Put us at ease, very informative and kept in the loop constantly. Thank you for caring and looking after Dad.

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeThank you very much for taking the time and trouble to review Dovehaven Lodge, your ratings and comments are appreciated. We will be sure to pass on your thanks to the team at the home. Kind regards.

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Review from C A (Daughter of Resident) published on 12 June 2023 Submitted via Postal Card • Report

Overall Experience

My mother has been a resident of Dovehaven since January 2023 after having a stroke. There have been several health issues relating to my mother's stroke and the communication we have experienced with management and staff has been helpful and supportive. Many of the staff have been employed at Dovehaven

for years which is really helpful for the residents with dementia to see familiar faces. It also highlights good management. I cannot speak highly enough of the staff, they are kind, compassionate and respectful to all the residents. I would not have any hesitation in recommending them.

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeThank you very much for your comments and ratings, which will be very helpful for others searching for care for their loved ones. Kind regards.

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Review from Jayne H (Daughter of Resident) published on 13 July 2022 Submitted via Website • Report

Overall Experience

After a bad experience with my dad's previous care home, Dovehaven Lodge is a breath of fresh air. Their standards of care has put our faith in care homes again. My dad has been so happy with Dovehaven Lodge, but due to distance for my mum, we are transferring her to another of their care homes within

the same company. We, as a family, thank you with all our hearts for all the care and compassion you have shown to my dad. You have fantastic staff and are covid safe.

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeThank you very much for your 5-star review, we do appreciate your kind words, comments and ratings. The team work so hard to ensure that the residents are safe, happy and well cared for, they will be over the moon to know that you have taken the trouble to send a review to thank them. Kind regards.

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Review from Michelle M (Daughter of Resident) published on 27 June 2022 Submitted via Postal Card • Report

Overall Experience

Mum was very challenging when discharged from the hospital to Dovehaven Lodge and made life very difficult for her carers. That said, they cared for her very compassionately and never lost their sense of humour and now Mum is most settled, she enjoys a cuddle with them. All members of the team are included

in my praise from the domestic and laundry team to the carers and nursing team.

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeThank you very much for taking the time and trouble to write a review for Dovehaven Lodge. Our whole team will be so pleased to know that their care has been recognised as making such a positive difference in your mum's life. To know she is settled and happy is a testament to their expertise. Kind regards

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Review from P H (Daughter of Resident) published on 6 May 2022 Submitted via Website • Report

Overall Experience

Dad has been at Dovehaven for several weeks. His care has been very good. Happy Dad is moving on and all his needs have been met at Dovehaven. All care staff and management have helped me and my sister greatly. Thank you so much.

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeThank you very much for your review and comments. It is good to hear that both your family and father have been very well supported. Kind regards

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Review from Gail B (Daughter of Resident) published on 15 April 2022 Submitted via Website • Report

Overall Experience

My dad is in Dovehaven Lodge, he loves it there, he is always talking about the activities he does, he is very happy there.
He has a lovely room so cosy, the staff are absolutely amazing and the staff keep you informed of everything that goes on in Dovehaven Lodge. I feel so relaxed my dad is getting

the best of care. I would like to thank all the staff for the excellent care they give.
I would recommend Dovehaven Lodge highly, I know it's a very hard decision to see your parent in a care home, you worry I was like that too, but I know Dad's getting the care he needs and he's so happy and relaxed.
They have a lovely garden too.

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeThank you for your wonderful review and 5-star ratings, we do appreciate it. The team at Dovehaven Lodge will be so pleased that their hard work and dedication to caring for all of our residents are recognised. Kind regards.

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Review from Jennifer D (Daughter of Resident) published on 12 April 2022 Submitted via Website • Report

Overall Experience

My mum had been a resident since 2014 and the care she received until she passed away in April 2022 was wonderful. She was always happy there and didn't want to leave. She loved the staff and was always singing and smiling and telling everyone how much she loved them. Mum couldn't have been in a better

place in her old age. She loved company and the attention she received from the staff. Mum was in the best place for her which made the family satisfied knowing she was settled, cared for and very content. Thank you so much to the staff on Elm Unit and Rowan Unit for looking after Mum and making her so happy. You are all angels!

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeThank you very much for taking the time and trouble to write a review at this sad time. We send our condolences to you and your family for your loss. Your comments are very much appreciated and the recognition you give to the team who care for our residents will touch them very much. Kind regards

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Review from Ann C (Daughter of Resident) published on 12 April 2022 Submitted via Website • Report

Overall Experience

Our husband, dad, grandad was cared for in Beech House. It was heartbreaking that Dad could no longer be in his own home but the staff really tried to help him settle.
Initially, there were teething problems but we have lots of praise and gratitude for Beech House.
Everyone, the receptionists, behind

the scenes staff made a positive difference.
We saw Dad most days and saw firsthand the care and kindness and dignity the staff gave to everyone in their care.
At times we did feel more activities would be beneficial but this was improved whilst Dad was there. We also saw how the staff made times like birthdays and Christmas special to try to enrich the lives of the residents.
The Registered nurses were professional and supportive, always going the extra mile to listen to us.
When Dad was dying we felt confident in his care and we also felt cared for by the whole team. This continued at his funeral when the nursing sisters attended which meant so much to us all.

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeThank you very much for taking the time and trouble to review Beech House, your feedback and comments are very much appreciated. As you point out, it has been very difficult to maintain a full activities provision during Covid times, bringing everyone together was certainly something we had to stop doing, but slowly and surely things are picking up. The team work so hard to ensure that our residents are safe, happy and well and we are so pleased that you felt such confidence in their care and also so well supported. Kind regards

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Review from Claire S (Daughter-in-law of Resident) published on 4 January 2022 Submitted via Website • Report

Overall Experience

My father-in-law went in for last-minute respite care whilst having work completed at his home. The staff were extremely accommodating and caring and helped him settle in quickly. They had plenty of activities that helped keep him engaged and entertained.

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeThank you very much for your review and ratings. We do appreciate your feedback. Kind regards

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Review from R S (Friend of Resident) published on 30 December 2021 Submitted via Website • Report

Overall Experience

I am so pleased to see how quickly my friend has settled into this home. He is really enjoying all the Christmas activities and making new friends. It is a great relief.
Thank you to the amazing staff who are doing such a great job.

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeThank you very much for your review and 5 star ratings. The team really appreciate such positive feedback, as they work so hard to ensure that residents are well, settled and happy. Kind regards

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Review from Joan C (Wife of Resident) published on 17 December 2021 Submitted via Postal Card • Report

Overall Experience

Myself and family have no worries about the care my husband is having, he is kept clean and comfortable and the staff are very caring towards him.

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeWhat a wonderful 5-star review, thank you, we very much appreciate it. Kind regards

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Review from Diane P (Daughter of Resident) published on 24 November 2021 Submitted via Website • Report

Overall Experience

I can't thank the staff of Dovehaven Lodge enough. Our lovely father recently passed away in the care of the wonderful staff here. He was always happy and well cared for. From the conversations my sister and I had with numerous members of staff, it was very obvious just how well they knew Dad and his

quirky nature. Right until the very end, the staff treated him with loving care and dignity. Dementia is a cruel illness that makes it hard to care for the resident. Well done, and thank you for everything. Keep doing what you are doing as your residents always look happy and well cared for. Once again, thank you to all staff. You are a credit to the care community. Well done!

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeMany thanks for taking the time and trouble to review Garden Lodge. You have certainly captured all that we would wish to know about the standard of care at the home. The team are to be congratulated for all they do to ensure residents are cared for in such a wonderful way. Kind regards.

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Review from Tara R (Niece of Resident) published on 16 November 2021 Submitted via Website • Report

Overall Experience

My uncle has been with Dovehaven Lodge for approximately five years. He has always been very well looked after and his care needs have always been met. He’s always happy and joining in with activities that the home carry out. Whenever I have visited, he’s always been freshly shaven and looking very

smart. Part of his everyday life was always him looking smart, so it’s lovely to see that this has been up kept. The staff are always polite and ensure we are welcomed as a family when visiting our uncle. Lockdown was an extremely hard time for everyone, however, it was very difficult for families with loved ones in care homes. Calling the home to speak with our loved ones was always met and being provided with updates was great! Social media was a great tool during the lockdown, seeing the smiles on their faces. Well done Dovehaven Lodge and your team. The care team are a credit to your company.

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeThank you very much for your wonderful review. It is good to know that our family members are able to give us such positive feedback on their experience of the care delivered to their loved ones at Dovehaven Lodge. The team work so hard to ensure that all residents are happy, well and safe, so your comments will be much appreciated. Many thanks.

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Review from B Q (Stepson of Resident) published on 16 November 2021 Submitted via Website • Report

Overall Experience

After recent events that have happened with Covid in all healthcare establishments, I have to say that this home has been outstanding in their response to both residents and family members safety.
My family member resides on the Beech unit and has been there for some time, I cannot thank the staff

for their great standard of care towards not just my family member but all other residents too.
I would like to thank all staff within the home for their hard work during these hard times.

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeMany thanks for your kind comments and for taking the time and trouble to review Dovehaven Lodge. The team have certainly done all possible to ensure that our families, as well as our residents, have been well looked after during the most difficult of circumstances. Your thanks will be passed on to the team, I am sure they will be very appreciative. Kind regards

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Review from Stephen N (Friend of Resident) published on 16 November 2021 Submitted via Website • Report

Overall Experience

We have a family friend in Dovehaven Lodge, every time we visit we are very pleased with the care he is receiving. He always looks happy, I would highly recommend this home to anybody and all staff are always pleasant.

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeThank you very much for your 5-star review and your recommendation, it means a lot to the team who work very hard to care for our residents. Kind regards

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Review from Christine T (Sister of Resident) published on 10 November 2021 Submitted via Postal Card • Report

Overall Experience

I can only describe my brother's room as a "prison cell". When he was first admitted in July the night staff spoke to my brother very abruptly and some didn't even understand English. I don't think he had even been washed or had his teeth brushed. I feel like he was just in the wrong environment for

his condition and did not have any care. I also believe that his stay in this home had contributed to his death. I did not receive any calls offering condolences.

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeHow saddened we were to receive your review. When your brother was placed with us by the appropriate specialist healthcare professionals, we never received any complaint about the standard of his accommodation or any aspect of his care and attention from the care team. There was no complaint nor safeguarding raised from yourself, your family, his partner or any professional who visited. However, we know you did not agree with the placement and we feel that your review expresses that displeasure. We felt we had to challenge this review with Carehome.co.uk but their policy and process do not account for deliberately inaccurate comments and reviews.
We are very disappointed that this review has to be published, it does nothing but a disservice to the team who were dedicated to your brothers care and were surprised and dismayed at your comments. We of course pass on our condolences to you and your family, as we did at the time of his loss.

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Review from K C (Daughter of Resident) published on 28 October 2021 Submitted via Website • Report

Overall Experience

We were very disappointed with my father's care at this home. We had to repeatedly bring the same issues around personal care to the attention of management without any resulting improvement. Examples of this: Dad being dressed in pyjama top/bottoms during the day when there was a plentiful supply of

good quality daywear available in his room. The bed being made with dirty linen, when there was clean linen available in his room. Dad left unshaven/teeth not cleaned. What I could only describe as ‘dog towels' used to dry Dad when there was a supply of good soft bath sheets. This care home has been rated ‘requires improvement’ by CQC in two areas: Safety and Leadership. I would fully concur with this as our family’s experience. Although some individuals at the home treated Dad with kindness and respect there were many more who failed in their duty to provide the most basic personal care.

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeOnce again, we apologise that you have had to raise these matters. We have used the points raised during our conversation in previous meetings and correspondence to ensure there have been lessons learned. We continue to robustly recruit and have rolled out specific resident experience training, which we are pleased to report has been highly impactful. Our residents care and safety is our prime consideration and will continue to be so.

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Review from Amy B (Granddaughter of Resident) published on 7 June 2021 Submitted via Postal Card • Report

Overall Experience

We love this place! So kind and caring to all residents. Helpful and considerate to family members. We couldn't ask for a better place for my grandmother.
Thank you for everything you do!

Reply from Alison Foreman, Head of Sales and Marketing at Dovehaven LodgeThank you very much for your 5* review, your rating and kind comments are very much appreciated. Kind regards

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Dovehaven Lodge

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Dovehaven Lodge Reviews (80)

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