Lakeview

Lightwater Road, Lightwater GU18 5XQ

Lakeview is a luxury care home on Lightwater Road in Lightwater, Surrey and provides residential and dementia care.

Care is supported by award-winning facilities that mean residents can carry on doing the things that make their lives theirs – from gardening and baking, to simply enjoying a cup of coffee with friends in the Woodland Café.

Lakeview Care Home in Surrey features a specialist dementia care community led by an experienced team of nurses, alongside residential care suitable for a range of residents. The aim is to ensure each individual at Lakeview is able to maintain their quality of life, to recognise the individuality of each person and respond to their unique needs with both respect and dignity.

The dementia community at Lakeview features an environment with slight design differences to accommodate the cognitive changes that residents may experience with dementia.

Group: Hallmark Care Homes

Person in charge: Paula Graca (General Manager)

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

Type of Service: Care Home only (Residential Care) – Privately Owned , Registered for a maximum of 62 Service Users

Registered Care Categories*: Dementia • Old Age • Sensory Impairment

Specialist Care Categories: Alzheimer's • Stroke

Admission Information: Ages 50+.

Single Rooms: 62

Rooms with ensuite WC: 62

Facilities & Services: Respite Care • Lift • Wheelchair access • 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 Lakeview: click here

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

Overview

The Review Score of 9.6 (maximum of 10) for Lakeview is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.6 out of 5 from 20 Reviews over all time. This Average Rating is also the rating value for Lakeview in Google's Search Results - more info

  • b) The score for the number of positive Reviews is 5 out of 5 from 13 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 4.613 for Lakeview is calculated as follows: ( (160 Excellents x 5) + (67 Goods x 4) + (13 Satisfactorys x 3) ) ÷ 240 Ratings = 4.613

  • 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 5 Points relating to the number of positive Reviews for Lakeview is based on 13 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 12.4 positive Reviews (62 registered maximum number of service users ÷ 5). 13 Reviews ÷ 12.4 Target Reached = 1

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

9.6 Lakeview has a Review Score of 9.6 (9.613) from 20 Reviews


Average Ratings

  • Excellent
    14
  • Good
    6
  • Satisfactory
    0
  • Poor
    0
  • Very Poor
    0
  • Don't Know
    0

How Likely are the Reviewers to Recommend Lakeview?

  • Extremely LIKELY
    15
  • Likely
    5
  • Don't know
    0
  • Neither Unlikely or Likely
    0
  • Unlikely
    0
  • Extremely UNLIKELY
    0

Reviewer Connection to Lakeview

  • Daughter of Resident/Service User
    8
  • Son of Resident/Service User
    5
  • Resident / Service User
    2
  • Son-in-law of Resident/Service User
    2
  • Daughter-in-law of Resident/Service User
    1
  • more

The home is lovely, bright and cheerful and everyone is helpful. I have a few clothes issues, no-one seems to understand about washing and clothes disappear. That is my only complaint. The receptionist is amazing and so helpful. The manager is lovely, much better than the last lot!

How likely would you be to recommend Lakeview? Extremely Likely

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Average Rating:   4.3 out of 5

Neil Lancaster, General Manager at Lakeview responded to this review on 12 Feb 2018:

Thank you for your comments. We will arrange a meeting to discuss your concerns.

An excellent home with management that listens to your views and responds quickly and efficiently. Care staff and all other staff buy into the caring ethos - I am very satisfied that my mother in law is very well cared for.

How likely would you be to recommend Lakeview? Extremely Likely

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Average Rating:   5 out of 5

Excellent home, very caring and understanding.
Also lovely to know my mother is in safe hands and secure as we live permanently in Spain.

How likely would you be to recommend Lakeview? Extremely Likely

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Average Rating:   5 out of 5

My mother has been a resident in Lakeview now for a year and is extremely happy. Of course, this makes the family happy as well and this is largely down to the care and service provided by the staff at the home. We have been very appreciative of the help given us by the home and we are kept informed at all times of any issues or problems.

The yearly review meetings also help us all, including my mother, to give input and request any changes which might help. As my mother could not carry on at her house in Bournemouth, Lakeview has given us all the opportunity to give our mother a safe and secure environment where we can visit as often as we wish in the knowledge that mum will be well looked after. The staff and management are friendly and caring and the home is fresh and clean every time we visit.

How likely would you be to recommend Lakeview? Extremely Likely

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Average Rating:   4.3 out of 5

I only spent one week but I was extremely pleased with the care and attention I received from all the staff and facilities I used.

How likely would you be to recommend Lakeview? Extremely Likely

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Average Rating:   4.8 out of 5

The care home provides good facilities, residents are treated very well and staff appear to care about the residents. Management roles seem to change quite often, head office admin is poor but getting better, overall happy with the care offered but at times they seem very short of staff, I doubt if the staff / resident ratio is as stated of 1:4.
Mum is settled and enjoys life there.

How likely would you be to recommend Lakeview? Likely

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Average Rating:   4.2 out of 5

Neil Lancaster, General Manager at Lakeview responded to this review on 31 Jul 2017:

Thank you for your review. I am glad your mum is happy at Lakeview and we have now had a chance to discuss your concerns in person.

My mother is very happy at Lakeview. The staff are very proficient, kind and look after my mother with respect and dignity. They keep us informed about issues which occur with my mother's health from time to time. My brother and I have regular meetings with senior staff with regard to her care plan. The staff are always happy to speak to the family about the care and wellbeing of her and our wishes are always taken into account.

The care home is well kept, clean and a very inviting place to visit and live. The facilities are very good and my mother joins in the wide variety of activities available.

How likely would you be to recommend Lakeview? Extremely Likely

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Average Rating:   4.8 out of 5

Great staff are always very welcoming. Everyone very willing to spend time with myself and my family whenever we visit mum.

How likely would you be to recommend Lakeview? Extremely Likely

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Average Rating:   4.8 out of 5

My mother has been at Lakeview Care Home since November 2015. She has dementia but has settled very well at the home.
Lakeview has a real family feel to it, which is great. The carers in the team are all lovely and work very hard to look after the residents. There is always something going on at the home with some great activities.
I particularly enjoy attending the singing workshops with my mother once a month. She enjoys this activity very much and is more relaxed afterwards.
Another recent activity is the baby doll therapy. Mum is very content to be with the baby dolls, and so life like that she thinks they are real!
Mum is enjoying her later years at Lakeview, and it is great to know that she is safe, well looked after, and with people that care about her individual needs and go the extra mile with fun things to do.

How likely would you be to recommend Lakeview? Extremely Likely

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Average Rating:   4.5 out of 5

Neil Lancaster, General Manager at Lakeview responded to this review on 20 Jun 2017:

Thank you for your comments. I am so glad that your mum is happy at Lakeview and that you also enjoy the singing workshops. We will continue to do all we can to ensure your mum is happy with us.

My father has been a resident for over a year and in that time his needs have changed and his care by the wonderful staff have been met.
He is settled and happy and enjoys the many activities that the home has to offer. The staff are worthy of very high praise this is a lovely home and community.

How likely would you be to recommend Lakeview? Extremely Likely

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Average Rating:   4.8 out of 5

My mother-in-law moved 'down south' from the north east. We looked at lots of care homes and this was the best by a long mile. Everyone is happy - staff and residents combined. It is a pleasure to visit and their homemade cakes and biscuits are superb. Other care homes just don't make the grade.
Well done Lakeview Care Home!
The main plus point is resident stimulation!

How likely would you be to recommend Lakeview? Extremely Likely

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Average Rating:   4.9 out of 5

My partner took up residence in Lakeview in August 2016. She took time to settle down but I was welcomed here on an almost daily basis and struck up a good relationship with the staff. The accent here is on activity which has a good effect on the residents and I am sure slows down the progress of dementia and therefore extends their lives. I have previous experience of a similar care home where people were left to sleep in their armchairs all day - a great pity. This new method definitely shows great benefits to all.

How likely would you be to recommend Lakeview? Likely

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Average Rating:   4.5 out of 5

Lakeview is an exceptional care home.   
The management has at its core an integrity and a heart.
My mother in law feels very safe, secure and cared for by all members of staff.
Staff are outstandingly supportive and sensitive to her wellbeing and requirements.   
There is a refreshing transparency about her care and access to records.
She has been encouraged to participate in activities that are appropriate to her interests and needs.
She has settled in well and we have been impressed with the level of care.
Her overall health has improved considerably.   
The home cooked food is excellent and the whole home is spotlessly clean.
So thank you to all Lakeview staff.
Thank you for your openness, thank you for your individual care, and thank you for your constant endeavour to create a stimulating, cheerful atmosphere that really helps Lakeview feel like ....HOME.

How likely would you be to recommend Lakeview? Extremely Likely

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Average Rating:   5 out of 5

Everybody does their best, but perhaps a little more English food might not go amiss. Staff are wonderful on the whole, too kind.

How likely would you be to recommend Lakeview? Likely

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Average Rating:   3.9 out of 5

Fantastic care home. Mum has come to light since moving in. Lakeview take care of her every need. We both love it.

How likely would you be to recommend Lakeview? Extremely Likely

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Average Rating:   4.9 out of 5

My mother is now 95 years old- she moved to Lakeview earlier this year and now feels safe, protected and well cared for. My mother's safety and well-being seem very important to everyone at Lakeview. The staff are very caring and the atmosphere and environment warm and friendly. Staff will often chat with my mother in her room. The senior team are very approachable and are always available to the residents and relatives.

How likely would you be to recommend Lakeview? Extremely Likely

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Average Rating:   4.2 out of 5

My aunt recently moved into Lakeview after a short stint at another home where she clearly wasn't very happy. Lakeveiw has had a warm and friendly feel from day 1 and my aunt has commented several times how happy she is with her new "home" and how much better the atmosphere is here. Everyone is always smiling.

How likely would you be to recommend Lakeview? Likely

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Average Rating:   4.7 out of 5

Lakeview is a lovely place. As a family, we are made to feel very welcome, from the first visit to view the facilities and ever since mum moved in.
The staff are lovely and caring and there are plenty of activities for residents to join in with if they wish. The food is excellent and good value for visitors if they wish to join a resident for lunch.
Mum has a lovely room and all the communal lounges and dining room are tastefully decorated.
The only problem is the administration is a bit haphazard, but this could be down to head office, not necessarily Lakeview.

How likely would you be to recommend Lakeview? Extremely Likely

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Average Rating:   4.7 out of 5

Michael Berkley-Blezard, General Manager at Lakeview responded to this review on 23 Dec 2016:

Thank you for your feedback, I am glad your mum is happy here. I will arrange to meet with you in person to discuss your comments on the administration further.

It is never nice to have to move an elderly relative into care but when it becomes necessary, you hope to find somewhere special. Lakeview is that "somewhere special". Mum has settled in really well and is enjoying life at Lakeview. The care she receives is second to none. All the Carers and Lifestyle team are amazing. They really care about the residents and try to make life at Lakeview as enjoyable and interesting as possible. There is always so much going on and I have seen at first hand how much enjoyment the residents get from all the activities. We couldn't have made a better choice.

How likely would you be to recommend Lakeview? Extremely Likely

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Average Rating:   4.9 out of 5

Mum has been in the care home for nearly a year. It was a relief for her to be somewhere secure and friendly. Nearly as good as her own home. She seems to be happy but a bit institutionalised not a criticism just how it is. When we pop in at various different times we are always made welcome and tea and biscuits are always available. The staff are all very caring, friendly to the residents and us.

How likely would you be to recommend Lakeview? Likely

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Average Rating:   4.3 out of 5

Sally Garland, Customer Relationship Manager at Lakeview responded to this review on 01 Dec 2015:

Thank you for your comments. We have now had a chance to meet to discuss your concerns and are working together to improve the experience for you and your mum.

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Bed Vacancies

Bed Vacancies

posted 17 May 2018

Please contact the home for current vacancies

Awards / Recognitions

February 2018

April 2017

February 2016

September 2015

Best Interior Dementia Design Finalist

Recipient: Lakeview

Date: Friday 18 Sep 2015

more details

March 2014

Best Dementia Facility Finalist

Recipient: Lakeview

Date: Wednesday 19 Mar 2014

more details

November 2013

Care Leadership Finalist

Recipient: Hallmark Care Homes

Date: Friday 29 Nov 2013

more details

Care Personality Finalist

Recipient: Hallmark Care Homes

Date: Friday 29 Nov 2013

more details

March 2013

Nursing Home Operator of the Year

Recipient: Hallmark Care Homes

Date: Wednesday 27 Mar 2013

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 Lakeview