Water Mill House Care Home

Rose Lane (Off Red Lion Lane), Hemel Hempstead HP3 9TE

Water Mill House Care Home provides residential, nursing and dementia care to those who need it and provides a luxury living environment for all visitors and residents to enjoy.

The home is located between Apsley and Hemel Hempstead in Hertfordshire and welcomes visitors considering their care options.

They have a skilled team of nursing and care staff who ensure that residents, both couples and individuals enjoy a good quality of life with high-quality care, stimulation and social interaction, to improve their overall well-being and health.

The home offers residents, their family and friends a luxury, yet homely environment and a team of staff who are serious and passionate about care, ensuring resident needs are met and maintained as a priority.

Group: Carebase Ltd

Person in charge: Noelia Fernandes (Manager)

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

Type of Service: Care Home with nursing – Privately Owned , Registered for a maximum of 70 Service Users

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

Admission Information: Ages 65+.

Single Rooms: 70

Rooms with ensuite WC: 70

Facilities & Services: Respite Care • Own GP if required • Minibus or other transport • Lift • Wheelchair access • Gardens for residents • Bar/Cafe on premises • Residents Internet Access

Latest Care Quality Commission* Report on Water Mill House 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 9.5 (maximum of 10) for Water Mill House Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.5 out of 5 from 25 Reviews over all time. This Average Rating is also the rating value for Water Mill House Care Home in Google's Search Results - more info

  • b) The score for the number of positive Reviews is 5 out of 5 from 18 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 4.495 for Water Mill House Care Home is calculated as follows: ( (180 Excellents x 5) + (91 Goods x 4) + (22 Satisfactorys x 3) + (1 Poors x 2) + (3 Very Poors x 1) ) ÷ 297 Ratings = 4.495

  • 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 Water Mill House Care Home is based on 18 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 14 positive Reviews (70 registered maximum number of service users ÷ 5). 18 Reviews ÷ 14 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.

9.5 Water Mill House Care Home has a Review Score of 9.5 (9.495) from 25 Reviews


Average Ratings

  • Excellent
    16
  • Good
    8
  • Satisfactory
    1
  • Poor
    0
  • Very Poor
    0
  • Don't Know
    0

How Likely are the Reviewers to Recommend Water Mill House Care Home?

  • Extremely LIKELY
    19
  • Likely
    5
  • Don't know
    0
  • Neither Unlikely or Likely
    0
  • Unlikely
    1
  • Extremely UNLIKELY
    0

Reviewer Connection to Water Mill House Care Home

  • Daughter of Resident/Service User
    9
  • Resident / Service User
    6
  • Son of Resident/Service User
    4
  • Cousin of Resident/Service User
    1
  • Friend of Resident/Service User
    1
  • more

I visit very regularly and on this occasion, stayed with mum to watch the entertainer. He was absolutely brilliant and it was a joy to watch the residents and my mum enjoy themselves. They are encouraged to join in and seem to take genuine pleasure in their happiness. This sums Water Mill House up, the manager and her team want their residents - or family - as they call them - to be happy. What more can you ask for? Thank you.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   5 out of 5

Our mother spent the last six months of her life at Water Mill. We all felt that she was very well treated by all the staff and that the spirit in the home was just right. The administration and accountancy side, both of which I had direct contact with, were excellent. The visiting doctor excelled. It was a very difficult time for our mother and she was demanding. Nonetheless, she received a level of care and kindness that was exemplary.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   5 out of 5

My mother was at the home on respite care after falling ill over Christmas. The staff on the 2nd floor are all amazing and it would be unfair to name any of them. The facilities are amazing and having a separate coffee shop makes it a special more 'normal' mother/daughter time. My 90-year-old mum had to be moved into more permanent care but had finances allowed she would have stayed. Beautiful home. Amazing staff.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   4.9 out of 5

The building is very clean and free of odours. Well decorated with items of interest in lounges. The carers interact actively with patients in the dementia area. Programme of activities is very full. I would like to see more stimulus items such as simple games and puzzles available in the lounge.
Health maintaining seems effective and regular. All in all, this is the best such institution I have come across.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   4.6 out of 5

Home is well presented and welcoming but at weekends looks deserted in reception. Care is good/excellent - depending on staff. In the dementia unit need to keep staff who know the residents - not agency and more at all times sometimes the more able receiving less attention as needs of more dependant have to temporary.Staff are very caring - need more to stimulate residents. If it is a dementia unit - more needs to be available for these residents.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   3.6 out of 5

Nice friendly staff, always keep you informed. The food is always nice and it's a good temperature. GP calls every week on the nursing level which is great.

How likely would you be to recommend Water Mill House Care Home? Likely

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Average Rating:   4.1 out of 5

Overall the Water Mill provides a good standard of care but not an outstanding, despite the excellence of the buildings and design. Staff are helpful and friendly but do need good permanent management which should cover seven days a week. Catering should be improved to enhance the overall quality and choice. Wifi should be provided as a matter of course in all residents rooms.

How likely would you be to recommend Water Mill House Care Home? Likely

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Average Rating:   4.3 out of 5

When I have had a query or complaint/concern, I am always listened to and given assurances. I find the staff very friendly and appreciate the kindness shown to my husband by them, particularly as he finds it difficult to communicate.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   4.8 out of 5

I am generally pleased with the standard of care provided by carers (ordinary level) but disappointed that management do not want to get involved when major issues are raised. The manager is always very elusive and does not respond when contacted. For a modern care home such as this and the high care costs involved, I am not impressed by the quality of meals provided they are not very appealing and I would certainly not wish to eat them myself. Often cold and certainly not nutritious.

How likely would you be to recommend Water Mill House Care Home? Unlikely

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Average Rating:   2.8 out of 5

Anna Marrah, Business Manager at Water Mill House Care Home responded to this review on 10 Nov 2017:

Thank you for your feedback. We value all feedback at Water Mill House and welcome the opportunity to discuss any concerns you may have with us. I understand that you have already spoken to Noelia at the home and have agreed a new approach that meets your needs. However, please feel free to contact me if you so wish to discuss further.
Kind regards
Anna Marrah (Water Mill House, Regional Manager)

Was concerned about staff changes especially management but am delighted at the level of care, information and warmth on dementia level.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   4.4 out of 5

A very organised and relaxed home.
Amazing staff who understand the residents' needs.
Lots of organised activities.
Peace of mind my mother is being well looked after.
Nothing in the care home is too much trouble - they help in any way they can and even consider the visitors' feelings and emotions.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   3.9 out of 5

A good, friendly home.
It is clean in the rooms, very clean.
The food is excellent, couldn't find better.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   4.7 out of 5

I am very happy and enjoy the fact that so much is going on.
I like being with people so the Bistro is very good.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   4.7 out of 5

Very nice bright, clean surroundings. Kind and helpful staff. Good on activities. Expensive.

How likely would you be to recommend Water Mill House Care Home? Likely

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Average Rating:   3.8 out of 5

A welcoming place to spend in respite care after major surgery. Every day was a pleasure - every level of staff showed constant care and kindness morning, noon and night.

I thank them all.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   4.5 out of 5

Great service - helpful staff. Great tea.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   4.8 out of 5

My mother came into Water Mill House initially for respite. Feels safe, well cared for and says the staff have all treated her with nothing but kindness. I visit at different times of day and found my mother to be either participating in one of the many activities that are scheduled e.g. flower arranging, cooking or watching a film in the cinema, attending the book club or in the bistro. The Bistro is an asset as visitors can have tea, coffee and cake there whilst visiting their relative which gives it a lovely feel to the time spent together. I am very grateful for the care and attention that each member of staff has given my mother from the carers, events coordinators to the housekeeping staff and the staff on reception. Everyone is friendly and always professional and caring. The facilities are excellent with a library, and hairdressers. It is a hard decision to make when a family member needs more support than you can give and I am very grateful that my mother is so well cared for.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   5 out of 5

I think the care I received from the staff at Water Mill was outstanding. Throughout my stay, I was treated with kindness, courtesy and willingness to help.
This so important aspect came from the top management with everyone feeling they were part of a well run team with members happy to support each other in the care of residents.
Sometimes work entailed long hours but I still received understanding care usually accompanied by a smile.
The facilities were very good, with the Bistro a great asset. The food too was good and attractively served.
The management and staff should be very proud of the excellent care and atmosphere they provide.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   4.6 out of 5

I had spent 2 and a half weeks in hospital and on returning home, there was no-one there from 8am until 5pm. I was quite able to wash and dress myself, all I needed was someone to care for my needs.
A very pleasant room, good food, people to talk to and some activities with my hair shampooed gave me a very nice peaceful week.

How likely would you be to recommend Water Mill House Care Home? Likely

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Average Rating:   4.3 out of 5

Since I've been going to see my friend at Water Mill House everything has been excellent. The staff are amazing, they are so caring - whenever my friend needs anything, they are there. The food and the bistro are lovely. I would recommend the home to anyone I know who is looking for a care home.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   5 out of 5

The residents are always clean and tidily dressed and looking well cared for. The home has a pleasant and welcoming atmosphere with fresh flowers, and looking well maintained. Staff are friendly, caring and always treat residents with kindness and respect. The meals are excellent, well presented and variable, and the dining rooms are well laid out and inviting. I feel it would be difficult to find a better care home.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   4.8 out of 5

Overall good however the food does not provide a balanced diet and does not take account of seasonal products.

How likely would you be to recommend Water Mill House Care Home? Likely

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Average Rating:   4 out of 5

Our mother went to Watermill Care late in December 2015 neat to the end of her life just for TLC she rallied and has had 5 months of superb care by everyone at the care home. We feel so lucky she spent the last months of her life in such a exceptional care home. Every time we visited we were welcomed and given refreshments as we travelled 2 hours to get there. All the staff were great.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   4.8 out of 5

My mother came for a month respite and then later decided to return permanently. We have been very impressed with every aspect of her care and she has settled well and nothing is too much trouble. The staff are very attentive and allow the residents to make choices about when they get up and when they go to bed, whether they prefer to eat in their room and what they want to eat. We made a good decision in choosing Water Mill House.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   5 out of 5

I wanted to write this review on Water Mill House even though my mum has only been residing there for just over 3 months, the change in her from the previous home is absolutely unbelievably amazing. The care, dedication and more importantly staff, listen!! Water Mill House have excellent facilities with a warm, friendly relaxing atmosphere with smiles on everyone's faces. Nothing is too much trouble.

How likely would you be to recommend Water Mill House Care Home? Extremely Likely

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Average Rating:   4.9 out of 5

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Bed Vacancies

Please Contact Us for Latest Vacancies

Awards / Recognitions

February 2018

Top 20 Mid-size Care Home Groups 2018

Recipient: Carebase Ltd

Date: Thursday 01 Feb 2018

more details

April 2017

Top 20 Mid-size Care Home Groups 2017

Recipient: Carebase Ltd

Date: Saturday 01 Apr 2017

more details

February 2016

Job Vacancies

Staff Profiles

Noelia

Noelia Fernandes

Job Title: Home Manager

Joined: 2014

Description:

Noelia qualified as a registered nurse in 1999 completing her nursing degree in 2000, and has since worked in both the national and private sectors of healthcare, including hospitals and nursing homes.

Noelia was appointed Home Manager in December 2017 and continues to maintain the high standards of care at the premier home in Hertfordshire.

Noelia says “I love working with the team Water Mill House. They are always so caring and compassionate, making residents’ time at our home so special. The happiness that resonates around the home warms my heart every day.”

Care Home Idol 2016

There are currently no Care Home Idol entrants who have performed at Water Mill House Care Home