Scarlet House

My mother receives attentive and expertly executed care and assistance on a day-to-day basis. The staff show a dedication rarely seen in other walks of life. Whenever I visit I am greeted with a smile and a warm welcome from all the staff. My mother is in the best possible hands as far as I am concerned and we have entrusted our mothers well being with people who show nothing but genuine care and attention. Facilities here are second to none but they would be irrelevant if it were not for the quality of the staff that run it.

The best care home I have ever seen, also I look forward to coming here, the staff are so friendly and kind and create a good atmosphere.

I would like more regular staff, in particular, I find a few of the agency staff less friendly. I have a continual problem with my sheet not staying in place overnight because the sheet is not fitted. I find the vegetables are often too hard for me to eat and being diabetic the desserts are often too sweet for me. However, some of the meals I find delicious, I would like more of the meals with gravy and puddings with custard. I do not like my door being left open at night when I wake up and discover it is open. On the whole, I enjoy my time at Scarlet House and many of the staff have been and are lovely and hard-working.

Thank you Scarlet House for giving my Mum such a wonderful 100th birthday in June. She had a super celebration and continues to happily talk about it every time we chat together. Thank you so much to the staff for putting so much time and effort into making it a very special day for her to enjoy and remember. It must have involved quite a bit of planning and preparation so thank you very much indeed.

Very good. My grandmother seems very happy with her care, and she is well looked after. I think the staff work extremely hard and probably should be paid more for their work! It takes a lot to look after elderly people, and I have nothing but admiration for them! For my grandma's birthday, she had the most incredible day and described it as the happiest day of her life. She still has her independence but with the security of being cared for. Thank you, Scarlet House.

I am always impressed by the attitude and careful empathy that the staff show for my mum. They genuinely care for and want the best for the residents. All staff are always honest in conversation and dignified in their work.

My overwhelming feeling about Scarlet House is disappointment. The facilities are generally good, as is the food and attitudinally, most of the staff are friendly and helpful. However, the home appears to be chronically short-staffed, with shortages made up by poorly trained agency staff. Each person does their job and no more. Nobody has time to chat or to make the residents feel special or valued. And nobody has the time to look and think, "how could I make this person's life better"? Cleaning of the rooms isn't really good enough - I often wipe down trays and mats, flush the toilet etc. My father repeatedly says, "we're not getting what we paid for".

A big thank you to all the staff who helped care over the year and our first Christmas at Scarlet House; you work over and beyond, especially at this time of year.

We had lunch with our mother on a Sunday. The food and service were lovely. We had Coqauvin and cheesecake and Bakewell tart and custard. The tart was homemade and yummy. The fruit/melon cocktail starter was fresh and full of flavours. Our mum and ourselves really enjoyed it.

I am very pleased with the care my mum is receiving. The staff are so patient and caring. From the moment I walk in, I'm met with a smile from the helpful and friendly staff. I'm often given informal feedback on Mum, which reflects their excellent knowledge of her. Mum is settled and looked after by the professional and compassionate staff. Communication is excellent, both verbal and via email. Scarlet House has been such a support to us as a family.

I am very pleased with the way my mother is cared for, and I have no complaints whatsoever.

Very happy with the care and support my mother-in-law is receiving.

All staff seem kind, caring and attentive.

Emails raising concerns do not always get a response. Relatives are not informed or encouraged to support with health issues.

Dad described his stay as not unpleasant.

The lady at the front desk is always friendly and welcoming, and the staff on the first floor are lovely. Nothing is too much trouble.

Why does there appear to be no effective complaints system at Scarlet House, Stroud, Gloucestershire? Waited 2 months for a response from the care home itself then escalated to Care UK Complaints Department. Now passed the 20 working days turnaround time for the Care UK stage 2 complaint and still waiting, not even an update. The live complaint is now 3 months old. Hopefully, Ombudsman can help.

What also was impressive was how the staff cared for the relatives, who are also trying to adjust; they were very understanding about how difficult it is for families.

My mother moved to Scarley House during the first lockdown. Staff were welcoming, considerate and supportive then and continue to be so. I am confident that she is well cared for and encouraged to take advantage of the activities and facilities. The ambience is friendly, relaxed and warm. Staff develop good relationships with residents and families, and they communicate effectively with all concerned.

We contacted Scarlet House to arrange some respite care. The staff couldn’t have been more helpful. They have been excellent throughout, and in trying times for us, that has been invaluable.