Heron Hill Care Home

Esthwaite Avenue, Kendal LA9 7SE

Heron Hill Care Home strives for a positive contribution to the lives of older and vulnerable people, within the comfortable accommodation and the community.

Care is personalised and monitored by key workers, as part of the provider's committed to getting provision right for each individual, for whatever mental, physical, social and spiritual needs they might have.

Alongside professional care, Heron Hill carers support an active and interesting lifestyle.

Group: Abbey Healthcare

Person in charge: Adrian Wheawall (Home Manager)

Local Authority / Social Services: Cumbria County Council (click for contact details)

Type of Service: Care Home with nursing – Privately Owned , Registered for a maximum of 86 Service Users

Registered Care Categories*: Dementia • Old Age • Physical Disability • Younger Adults

Specialist Care Categories: Alzheimer's • Cancer Care • Challenging Behaviour • Epilepsy • Head/Brain Injury • Hearing Impairment • Huntington's Disease • Multiple Sclerosis • Speech Impairment • Stroke • Visual Impairment • Palliative

Admission Information: Ages 50+.

Languages Spoken by Staff (other than English): Tagalog, Urdu

Single Rooms: 86

Rooms with ensuite WC: 86

Facilities & Services: Palliative Care • Respite Care • Convalescent Care • Separate Dementia Care Unit • Own GP if required • Own Furniture if required • Pets by arrangement • Close to Local shops • Near Public Transport • Minibus or other transport • Lift • Wheelchair access • Ground Floor Accommodation only • Gardens for residents • Bar/Cafe on premises • Residents Kitchenette • Phone Point in own room/Mobile • Television point in own room • Residents Internet Access

Latest Care Quality Commission* Report on Heron Hill Care Home: click here

* Care Quality Commission is responsible for the registration and inspection of social care services in England.

Overview

The Review Score of 8.2 (maximum of 10) for Heron Hill Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 3.9 out of 5 from 6 Reviews over all time. This Average Rating is also the rating value for Heron Hill Care Home in Google's Search Results - more info

  • b) The score for the number of positive Reviews is 4.3 out of 5 from 5 positive Reviews in the last 12 months.

Detailed Breakdown

  • a) 5 Points are available for the Average Rating of all Reviews over all time. For each review the Care Home / service is rated Excellent, Good, Satisfactory, Poor or Very Poor on a number of areas eg Staff, Management etc. The Care Home receives points for each rating as follows: Excellent = 5. Good = 4. Satisfactory = 3. Poor = 2. Very Poor = 1. These points are added up and then divided by the total number of completed ratings to generate the average rating.

    The Average Rating of 3.931 for Heron Hill Care Home is calculated as follows: ( (16 Excellents x 5) + (37 Goods x 4) + (17 Satisfactorys x 3) + (2 Poors x 2) ) ÷ 72 Ratings = 3.931

  • b) 5 Points are available for the number of Positive Reviews in the last 12 months. If there are no Positive Reviews in the last 12 months, then 2.5 points are available for the number of Positive Reviews in the last 2 years. A Positive Review is defined as any Review with 'Extremely Likely' or 'Likely' in answer to the question 'How likely are you to recommend this Care Home to friends and family if they needed similar care or treatment?'

    The 5 points available are broken down as follows:

    1. 4 points are available for the first 5 Positive Reviews, 3 points for the first Positive Review and then 0.25 Points for each of the next 4 Positive Reviews.

    2. 1 point is available for reaching a target number of Positive Reviews based on 20% of the number of registered maximum number of service users. If the target is partially reached then that proportion of 1 point is given. eg a Care Home with 50 registered maximum number of service users has a target of 10 Positive Reviews, if it has 10 or more Positive Reviews it will receive 1 point, if it has 7 reviews will receive 0.7 points.

    3. If there are no Positive Reviews in the last 12 months, then 2.5 points are available for the number of Positive Reviews in the last 2 years. The calculation is the same as above, except the points are divided by 2.

    The 4.291 Points relating to the number of positive Reviews for Heron Hill Care Home is based on 5 positive Reviews in the last 12 months and is calculated as follows:

    1. 3 + 0.25 + 0.25 + 0.25 + 0.25 = 4

    2. Target of 17.2 positive Reviews (86 registered maximum number of service users ÷ 5). 5 Reviews ÷ 17.2 Target = 0.291

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

8.2 Heron Hill Care Home has a Review Score of 8.2 (8.222) from 6 Reviews


Average Ratings

  • Excellent
    1
  • Good
    3
  • Satisfactory
    2
  • Poor
    0
  • Very Poor
    0
  • Don't Know
    0

How Likely are the Reviewers to Recommend Heron Hill Care Home?

  • Extremely LIKELY
    0
  • Likely
    5
  • Don't know
    1
  • Neither Unlikely or Likely
    0
  • Unlikely
    0
  • Extremely UNLIKELY
    0

Reviewer Connection to Heron Hill Care Home

  • Daughter of Resident/Service User
    2
  • Husband of Resident/Service User
    2
  • Niece of Resident/Service User
    1
  • Sister of Resident/Service User
    1

Home has the advantage of a modern building - light, airy, broad corridors for mobility. Nursing and caring to a high standard. Flexible arrangements for individual residents. Food excellent. Visitors welcome at almost any time.

How likely would you be to recommend Heron Hill Care Home? Likely

Overall Standard

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Average Rating:   4.7 out of 5

Adrian Wheawall, Home Manager at Heron Hill Care Home responded to this review on 09 Apr 2018:

Thank you for your continuous support and warm comments. I will feed back to the nursing staff who I am sure will be very grateful.

As a sister of a resident in the above care home for the past 2 years approximately I have had little reason for any complaints. Nursing staff always courteous and willing to answer any queries. Carers from my observation on visiting are kind and helpful. The home is kept in good condition and general atmosphere satisfactory.

How likely would you be to recommend Heron Hill Care Home? Likely

Overall Standard

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Average Rating:   3.8 out of 5

My mother's care is very well addressed she seems content and relaxed at the times we visit. The carers are friendly and approachable as are the nursing staff who we feel we can discuss my mother's issues with at any time.
The home itself is very well cared for in all areas and my mother always looks clean and tidy whenever we visit.
Our only concern is the laundry, clothes are not put away properly some just pushed in drawers with underwear, even found men's shirts and underwear amongst my mothers. This criticism is the thing that lets down the rest of what we consider to be very good.

How likely would you be to recommend Heron Hill Care Home? Likely

Overall Standard

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Average Rating:   4.2 out of 5

Adrian Wheawall, Home Manager at Heron Hill Care Home responded to this review on 02 Mar 2018:

Thank you for your review of Heron Hill Care Home. I am sure the team will be very grateful for the comments you have provided. I am happy that you feel your Mother is well cared for and her needs are being met in a dignified way.
Regarding your concern around the laundry, we have invested in a new tagging system for each individual resident. Hopefully, this will resolve the concern you have raised.
Thank you for your continuous support.

It's difficult to review when we have no experience of any other. As a big home, it's not as homely as a smaller unit. The dementia unit is large and not ideal for my mother as she doesn't like being with others.
The staff are good with her but there doesn't appear to be much stimulation. For the cost, I do think there should be more effort. An outside area would be beneficial but there is no external secure area from Cavell.

How likely would you be to recommend Heron Hill Care Home? Don't know

Overall Standard

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Average Rating:   3.3 out of 5

Andrea Gamble, Regional Operations Director at Heron Hill Care Home responded to this review on 27 Feb 2018:

Thank you for your valuable feedback. I believe the Home Manager has already spoken with you regarding the full range of activities on offer at the home including the recent appointment of a full-time Occupational Therapist which is something few homes offer. Residents from all floors do have access to the gardens, which are well used in the nice weather albeit some residents do have to be supervised to ensure their safety.

Staff slow to react to residents requests when they need help and tend to get forgotten at the time. Seen when visiting - too much talking when they could get on with other jobs.

How likely would you be to recommend Heron Hill Care Home? Likely

Overall Standard

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Average Rating:   3.3 out of 5

The care my uncle has received whilst at Heron Hill Care Home has been very good. The staff are brilliant on the McKenzie unit considering the difficult situations they have to deal with i.e Alzheimer patients no criticism only praise.

How likely would you be to recommend Heron Hill Care Home? Likely

Overall Standard

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Average Rating:   4.4 out of 5

Submit a Review for Heron Hill Care Home

    • We welcome residents/service users and their family/friends to submit reviews to carehome.co.uk

    • This is not a formal complaint procedure or to be used for allegations of negligence, abuse or criminal activity. If you wish to make a complaint or have a serious allegation of negligence, please refer to the procedures on our complaints page.

Your Personal Details

Your personal details below may be used by us or passed on to the organisation you are reviewing in order to contact you for the purpose of verifying/responding to your review. They will not be passed on to any other third parties and will not be published on our website. Please enter your own personal email address (the email of the care provider will not be accepted). Reviews cannot be submitted anonymously.

Your Review & Rating

This information will be published on the website.


(Please edit if you wish, but it is now our policy not to publish the surname of the reviewer)

(Please note we only accept reviews from the connections displayed in the drop down. We do NOT accept reviews from staff or people with a professional connection with the care home/service)

Extremely UNLIKELY

Unlikely

Neither Unlikely or Likely

Likely

Extremely LIKELY

Don't know

Please avoid using names and enter a minimum of 100 and maximum of 1,000 characters - Currently 0 characters.
Reviews must comply with our Review Policy Content Standards (eg are relevant, informative, civil and do not contain allegations of abuse, negligence or criminal activity).

Please complete each of the following options

I certify this is my genuine opinion and in submitting it I agree to the terms and conditions on carehome.co.uk/terms.
Please note we have zero tolerance for fraudulent reviews, for more info please refer to the Fraudulent Reviews section in our Review Policy

Bed Vacancies

Bed Vacancies

posted 26 Mar 2018

Please contact the Home Manager Adrian Wheawall 01539 738800

Awards / Recognitions

February 2018

Health Eating Award

Recipient: Heron Hill Care Home

Date: Monday 05 Feb 2018

more details

Job Vacancies

Staff Profiles

There are no staff profiles posted yet

Care Home Idol 2016

There are currently no Care Home Idol entrants who have performed at Heron Hill Care Home