Water Mill House Care Home

Rose Lane (Off Red Lion Lane), Hemel Hempstead HP3 9BP
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9.7 101 Reviews
  • Water Mill House Care Home, Hemel Hempstead
Water Mill House Care Home provides expert care to adults (18+) with a range of support needs including rehab following a stroke or amputation, paralysis, Muscular Dystrophy, Multiple Sclerosis and Parkinson’s. The dedicated team also delivers residential, nursing and dementia care with love and kindness whilst holding platinum accreditation under the Gold Standards Framework for compassionate end-of-life care.

Residents are supported to try new activities and rediscover former hobbies. From music and movement sessions, reminiscence projects, to brain gym, and make a wish initiative, there is truly something for everyone. As well as frequent excursions to local places of interest on the minibus and visits from entertainers, schoolchildren and the ‘Newt Brigade’, the home’s preschool group.

Water Mill House is a stimulating environment that promotes independence. Set over three floors, the spacious home with state-of-the-art gym, equipped with cardio machines, resistance equipment and stretching aids, ensures a comprehensive approach to rehabilitation, enabling community clinicians, physiotherapists and the home’s care team to work in partnership. Together they create and review personalised care plans that maximise each resident's rehabilitation potential, promoting their physical recovery, improving mobility, and enhancing communication skills.

Families are an integral part of life at the home, which boasts beautiful en-suite bedrooms, a bustling bistro, sunny rooftop terrace and on-site library, cinema, spa and hair salon. All surrounded by tranquil landscaped gardens with scenic views of the Hertfordshire countryside.

The team receives comprehensive training and professional development to deliver the high standards of holistic care residents and families deserve. In November 2023, it was a finalist in the Dignity in Care category at the East of England Great British Care Awards 2023.

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Care Provided

Primary Care Categories

  • Older Person Care
  • Dementia
  • Learning Disability / Autism
  • Physical Disability
  • Visual / Hearing Impairment

Length of Stay

  • Permanent Care
  • Respite Care

Care Types Provided

  • Residential Care
  • Nursing Care
  • Dementia Residential Care
  • Dementia Nursing Care
  • For a maximum of 70 Service Users

Dementia Care Types

  • Mild Dementia
  • Moderate Dementia
  • Advanced/Complex Dementia

Other Care Provided

  • Palliative / End of Life Care
  • Day Care
  • Convalescent Care
  • COPD/Pulmonary Disease
  • Bariatric Care/Obesity
  • Parkinson's Disease
  • Stroke

Facilities

  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Close to Local shops
  • Near Public Transport
  • Minibus or other transport
  • Lift
  • Wheelchair Access
  • Gardens
  • Bar/Café
  • Residents Kitchenette
  • Phone Point in own room
  • Television point in own room
  • Residents Internet Access

Funding & Fees

Funding Types Accepted

  • Self Funding (Private)
  • Local Authority with Top Up
  • Local Authority
  • NHS Continuing Healthcare (CHC)

Good to Know

Group/Owner

Person in charge

  • Victoria Forsythe (Manager)

Local Authority / Social Services

Admission Criteria

  • Ages 65+

Care Home Design/Build

  • Purpose Built: Yes
  • Number of floors: 3

Room Information

  • Single Rooms (70)

Water Mill House Care Home Reviews (101)

Total of 101, showing 41-60
9.7

Water Mill House Care Home has a Review Score of 9.7 (9.746) out of 10, based on 35 reviews in the last 2 years. Over all time Water Mill House Care Home has 101 reviews.

Overall Experience

  • 82
  • 15
  • 2
  • 0
  • 2

Date Published

101
13
22
35
66

Review from Suzanne F (Wife of Resident) published on 13 February 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband has Alzheimer's disease, which is progressively worsening. He has been in Water Mill House for two months, during which time he has settled in far quicker than I anticipated. I think the whole process was harder for me to adjust to than it was for him. I visit frequently and am always welcomed
by both staff and residents alike. I am extremely satisfied with the care my husband is receiving in a harmonious environment where he is treated with dignity and respect. I am regularly updated as to his progress and the staff genuinely care and take the trouble to really get to know the residents and the complexity of their needs. It was a decision not lightly undertaken, but definitely the right one for him. Thank you to everyone at Water Mill House.

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Review from Karen G (Daughter of Resident) published on 6 February 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

From the moment I arrived for my first tour of the home, I was greeted with such warmth and understanding. The employees are amazing, compassionate and nothing is too much trouble. Without a doubt, this is as a result of exemplary leadership where clearly, employees are respected and respectful in return.
The continuity of employees is proof of this. Seeing and interacting regularly with the same faces is so important for both residents and family members. The surroundings and facilities are fabulous, cleanliness superb and I feel at peace in the knowledge my dad is being very well cared for.

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Review from D B (Daughter-in-law of Resident) published on 21 December 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am delighted by the care and support provided to my relative. The range of activities, the upkeep and the general attitude of all staff are excellent, and as a distant relative (geographically), I always have the utmost confidence that she is being cared for in all respects.

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Review from Jean M (Husband of Resident) published on 21 December 2022
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Losing your husband to dementia is cruel and changes your life and your family's lives forever.
You cope at home with regular supplementary care and companions for a long while but sadly there comes a time when your loved one becomes unsafe. He lost all sense of time and wandered during the night and
in our case removed his catheter on a regular basis - alarming.
We found The Watermill Care Home in Hemel Hempstead!
Our lives changed - especially and most importantly for my husband. It took a few weeks for him to settle as the staff said it would but now he believes he is home. Always pleased to see me and has put on weight with the lovely freshly cooked food - all served in a lovely airy restaurant with tablecloths, laid out cutlery, napkins and glassware with waitress service
I don't believe that Watermill has the best administration (they take a while to answer their phones) but for me the care, kindness shown to all residents and to be treated with dignity is all that matters.

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Review from Gail R (Wife of Resident) published on 6 December 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have found the facilities to be pleasant, cheerful and clean and tidy in all areas. All the staff are cheerful and helpful to visitors and family members. The care staff and nurses all take an interest in my husband and are exceptionally friendly and caring when looking after him.

Reply from Victoria Forsythe, Home Manager at Water Mill House Care Home

Thank you, Gail, for your very kind words. Team Watermill thrive on delivering the highest standards of care to our cherished residents within a supportive and caring atmosphere for their wider family and friends.

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Review from Carole W (Daughter-in-law of Resident) published on 25 October 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother-in-law initially went into Water Mill House as a respite resident. After 2 months she became a full-time residential client. The home offers a warm, safe and caring environment to live in. There are so many different activities on offer and a wonderful bistro where residents can gather to
chat and enjoy coffee and cakes offering a sense of normality. Birthdays are celebrated and national events are honoured. The Queen's Jubilee was a great example with a street party for residents and their families with flags and bunting galore around the home and gardens. The clients are at the absolute centre of the care, from the reception staff, through to carers and nurses and the behind the scene cooks, cleaners and laundry folk who all play an equal part in delivering the care we all hope for when we make the decision to hand the responsibility of our loved ones care over to someone else.

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Review from Michael A (Husband of Resident) published on 3 October 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My dear wife who suffered from vascular dementia entered the home for a two-week respite period. Sadly, the dementia was too rapidly progressed and she passed away just prior to her return home date. Her time spent there was really enjoyable and a comfort to her family that the care and compassion she
received were excellent. Prior to my wife's passing, immediate family members spent the last few days and nights with her and once again the support, care and attentiveness to the needs of the family excelled. On reflection, it's a pity my wife did not enter the home at an earlier date and enjoy the full facilities on offer. My family have no hesitation in recommending such a lovely home.

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Review from Amy H (Granddaughter of Resident) published on 29 September 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My grandmother had respite care at Water Mill house. She was like a different person by the end of her stay. She had her hair done, went out for lunch, nails done and socialised more than she had in the last year at home. We definitely recommend Water Mill House Care Home. The staff are wonderful, so
caring and accommodating.

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Review from Sara B (Daughter of Resident) published on 22 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been a resident at Water Mill House Care Home for 5 years. I submitted a review later that year thanking the staff for looking after her so well. 5 years later I can only repeat my initial thoughts but with even more admiration about how the residents were cared for during the pandemic.
My mother has dementia but says she feels safe and happy. She says the staff are very kind and nothing is too much trouble. I am kept informed of any issues with my mother's health and as a retired nurse have every confidence that she is being looked after. I visit at different times of the day and find the same friendly welcome from everybody who is working in the home. Water Mill House Care Home is very well run, has a wonderful, caring staff and is beautifully maintained with excellent facilities and activities for the residents. My family and I would like to say thank you!

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Review from Jeremy B (Son-in-law of Resident) published on 22 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Water Mill House has an outstanding team of staff. Everyone, including the carers, cooks, handyman, coffee shop staff, receptionist and the manager has a genuine caring attitude and seems to know each of the residents individually and what they like.
The facilities are also excellent, with a coffee
shop, cinema room, outdoor areas and gardens and good parking for visitors.
Choosing a care home for a relative is a difficult decision and one that is so important to get right. We are very pleased with our choice.

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Review from Ray W (Son of Resident) published on 22 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We chose Water Mill House for my mum as the main area downstairs is for assisted living. This has allowed her independence and ability to have a small garden outside and still be safe and well cared for.
After her initial settling-in period (at the end of the pandemic which made things tough), Mum
has found her place and has made friends too. She loves her small garden and the larger area outside she can walk in. She takes part in most activities too.
The staff are caring and communicate well with us generally. They know us now and we are always made to feel welcome. The care quality is good and staff seem to be genuinely interested in the residents and making them feel included.
I feel our choice of home for Mum has been a positive one.

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Review from Natalie D (Daughter of Resident) published on 22 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Staff or receptionists are always happy and willing to help and give advice when necessary.
The medical team that I have had dealings with have always been accommodating and very caring towards my father.
Whenever I call to receive an update, the staff are very willing to speak to me and take the
time to explain my father’s treatment and care requirements.

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Review from M P (Friend of Resident) published on 20 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My friend has no major complaints at present but I have noticed a few areas on which I would like to comment.
Staff in the main they are great, friendly, caring, gentle and mostly very good at their job, however, I have noticed that maybe some of them need a bit more training. I took a couple of items
in to make my friend more comfortable - a V pillow to prevent him from sliding across the bed but it’s unused as none of the carers knew which way up it should go. Also, a non-slip place mat as I’d watched him chase a pudding bowl around his table but apparently it doesn’t work? Both of these are Occupational Therapist recommended and I’ve seen them used, in the home environment, successfully by carers.
Also, I’ve noticed that the help buttons can go unanswered for a long time - not good if help is needed quickly!
I understand that you are now fully staffed and not relying on agency people. Consistency of Carers is very important!
Food - the jelly is lacking flavour!

Reply from Victoria Forsythe, Home Manager at Water Mill House Care Home

Thank you for taking the time to leave a review. We were so saddened to read your thoughts and would urge you to come and speak to us about how you feel. We have ensured that our staffing levels are maintained to meet the complex needs of our residents and are pleased to have welcomed some new permanent team members recently. All new team members complete thorough training and we are now embedding best practices with them. Please be assured we remain committed to ensuring quality care is provided to our treasured residents at all times and we, as a team, continue to do all we can to ensure our residents remain happy, engaged, and fully supported.

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Review from J D (Daughter of Resident) published on 20 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 3.0 out of 5

Looking after someone else's loved one, who has complex health issues, is a challenge for most people, but the carers here take their role with pride, care and concern, especially with the challenges of Covid. Now that visiting our loved one is easier to do, a more coordinated approach from management
to the families is now required to make it easier for carers/nurses to support their residents better.

Reply from Victoria Forsythe, Home Manager at Water Mill House Care Home

Thank you for taking the time to leave a review. I’ll pass on your lovely comments about our team, we’re very proud of them. As I’m sure you can understand, at times the official guidance was changing almost daily, and our focus had to be on effectively interpreting each new set of guidelines to keep everyone as safe as possible. Our aim was to always keep everyone fully updated so I’m sorry if you don’t feel that we always achieved this. Please be assured we remain committed to ensuring everyone works together as a team so our residents are always fully supported.

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Review from M S (Daughter of Resident) published on 19 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My 94 year old mother has been at Water Mill House Care Home for two years. She is well cared for, staff seem very aware of her needs and are kind and positive in their approach. I am informed immediately if my mother is unwell or if they think any changes in medicine are necessary. I have a key member
of staff who I can contact if I have concerns. I feel that communication with senior management has not been easy, but this seems to be improving post Covid. Overall I am very pleased with the home. I sometimes feel the staff are quite stretched on the dementia floor, but I don’t hear them complain.

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Review from Tilly H (Daughter of Resident) published on 14 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Water Mill House Care Home has been and continues to be a safe, calm and friendly environment for my mum, who has early-onset Alzheimer's. The staff at Water Mill House have always gone above and beyond any request that my sisters and I have in regards to our mum. They have been accommodating to our
needs during the Pandemic and really looked at it through our eyes, the families of those who are residents of the care home. The care home itself is very homely with a beautiful garden and a bistro where you can get a soft drink or an ice cream! It's cleaned daily by the wonderfully friendly cleaning team who also really get to know the residents and the visitors. I hope this review helps those who are in a difficult position in their life, choosing a potential forever home for their loved one. I would highly recommend Water Mill House. It was our first choice care home for mum with others not even coming close to it!

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Review from Lauren H (Daughter of Resident) published on 10 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum has a very rare and advanced form of Alzheimer’s and was diagnosed at a young age (early 50s). Sadly mum’s needs became too great for us to manage and we made the difficult decision to move her into a care home. Due to mum’s age and how her disease presented it was difficult to find somewhere that
felt right (and would take her!). As soon as we entered Water Mill House Care Home and met the manager we knew we were in the right place. The manager was so reassuring and made it clear that mum would be seen as who she is, not her disease. We moved mum in last summer (2021) and it is the best decision we’ve made! The staff are all absolutely wonderful and care so deeply about all of the residents. The home and rooms feel like a 5 Star hotel and every resident is cared for individually. They are brilliant managers and are always accessible to talk through any aspect of mum’s care. It is a brilliant home and I would truthfully recommend it to anyone! Thank you to everyone at Water Mill House!

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Review from Lorraine C (Daughter of Resident) published on 10 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Visited my parents on the afternoon of 26th May - concerned about my mum’s rapid weight loss. Spoke to her main carer privately about it who was very reassuring and understanding. Collected my Dad the next morning to take him out for coffee and the nursing and reception staff were all fantastic as
we left and arrived back. Later that day I spoke to the Bistro manager about an anniversary party we wanted her to help organise in the home and she was so professional and helpful - really impressive. So much easier to visit now as restrictions have relaxed and I come a long way from Bath.

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Review from Nicola H (Daughter of Resident) published on 10 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Really pleased with the care my Mum receives, I believe she is well looked after. Activities could be more varied and inclusive of all residents.
The staff at Water Mill are friendly, caring, and very supportive

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Review from J A (Husband of Resident) published on 9 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Water Mill House Care Home is a haven for those in need of care, unfortunately, my wife is unable to make full use of the facilities that are provided. The staff are very caring and care for all of her needs and the accommodation is second to none providing a very pleasant environment.

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Current Review Score: 9.7 (9.746)

Overview of Review Score

The Review Score of 9.7 (9.746) out 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 4.7 out of 5 from 35 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 33 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.746 for Water Mill House Care Home is calculated as follows: ( (346 Excellents x 5) + (46 Goods x 4) + (14 Satisfactorys x 3) + (1 Poors x 2) + (7 Very Poors x 1) ) ÷ 414 Ratings = 4.746

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 5 Points relating to the number of positive Reviews for Water Mill House Care Home is based on 33 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4

    • ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 70 registered maximum number of service users is 14, which has been reached with 33 Positive reviews. Points = 1

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

  • If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

Care Quality Commission (CQC) Rating

Date: 20 Sep 2023

Overall
Requires improvement

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Requires improvement

  • Well-led

    Requires improvement

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

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Bed Vacancies

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Awards / Recognitions (17)

Meet the Team (1)

Victoria

Victoria Forsythe

Job Title: Home Manager

Joined: 2020

Victoria qualified as a registered nurse in 1993 and has worked in social care for 30 years, always driven by a passion for making a difference in people's lives.


Her journey began with the NHS in Lancashire, where she quickly advanced to Ward Manager. Seeking new challenges, Victoria moved south to embrace her first role as Deputy Manager in the care home sector and found her true calling.


With extensive experience in managing and commissioning care services, Victoria has successfully led both large, privately-run care homes and smaller, family-owned homes.


Drawn to Water Mill House for its warm, family atmosphere and commitment to making every day joyful and meaningful, Victoria has built strong, caring relationships with our residents and team.


When she’s not at work, Victoria cherishes family time with her husband Richard, son Harry, and Bichon Friese, Lily. She also loves to bake!

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