Upton Dene Residential and Nursing Home

Caldecott Close, Chester CH2 1FD

Designed with comfort and luxury at the forefront, Upton Dene is Sanctuary Care’s flagship care home.

Positioned alongside the Countess of Chester Hospital, the home boasts luxurious features, including beautifully decorated lounges, a cinema room and a hairdressing and beauty salon.

The spacious en-suite bedrooms are have television and telephone points and Wi-Fi. Sky TV can also be set up in residents’ rooms if desired.

There are communal dining rooms and a private dining area for residents to enjoy special occasions with loved ones.

The sensory gardens is landscaped with raised flower beds and are the perfect place to relax in the sunshine and enjoy summer garden parties.

Group: Sanctuary Care Ltd

Person in charge: Dawn Smith (Home Manager)

Local Authority / Social Services: Cheshire West and Chester Council (click for contact details)

Type of Service: Care Home with nursing – Voluntary / Not for Profit Owned , Registered for a maximum of 74 Service Users

Registered Care Categories*: Dementia • Mental Health Condition • Old Age • Physical Disability • Sensory Impairment

Specialist Care Categories: Alzheimer's • Parkinson's Disease

Admission Information: Ages 60+.

Single Rooms: 74

Rooms with ensuite WC: 74

Facilities & Services: Palliative Care • Respite Care • Convalescent Care • Physiotherapy • Separate Dementia Care Unit • Own GP if required • Own Furniture if required • Smoking not permitted • Close to Local shops • Near Public Transport • Lift • Wheelchair access • Gardens for residents • Residents Kitchenette • Phone Point in own room/Mobile • Television point in own room • Residents Internet Access

Latest Care Quality Commission* Report on Upton Dene Residential and Nursing Home: click here

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

Overview

The Review Score of 8.5 (maximum of 10) for Upton Dene Residential and Nursing 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 Upton Dene Residential and Nursing Home in Google's Search Results - more info

  • b) The score for the number of positive Reviews is 4.0 out of 5 from 4 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 4.465 for Upton Dene Residential and Nursing Home is calculated as follows: ( (170 Excellents x 5) + (85 Goods x 4) + (30 Satisfactorys x 3) + (3 Poors x 2) ) ÷ 288 Ratings = 4.465

  • 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 4.02 Points relating to the number of positive Reviews for Upton Dene Residential and Nursing Home is based on 4 positive Reviews in the last 12 months and is calculated as follows:

    1. 3 + 0.25 + 0.25 + 0.25 = 3.75

    2. Target of 14.8 positive Reviews (74 registered maximum number of service users ÷ 5). 4 Reviews ÷ 14.8 Target = 0.270

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

8.5 Upton Dene Residential and Nursing Home has a Review Score of 8.5 (8.485) from 25 Reviews


Average Ratings

  • Excellent
    15
  • Good
    8
  • Satisfactory
    2
  • Poor
    0
  • Very Poor
    0
  • Don't Know
    0

How Likely are the Reviewers to Recommend Upton Dene Residential and Nursing Home?

  • Extremely LIKELY
    17
  • Likely
    6
  • Don't know
    0
  • Neither Unlikely or Likely
    2
  • Unlikely
    0
  • Extremely UNLIKELY
    0

Reviewer Connection to Upton Dene Residential and Nursing Home

  • Resident / Service User
    10
  • Daughter of Resident/Service User
    8
  • Relative of Resident/Service User
    2
  • Friend of Resident/Service User
    1
  • Granddaughter of Resident/Service User
    1
  • more

We stayed here for five nights 'R&R'. We were very well looked after and would not hesitate to recommend Upton Dene.

The room was excellent also.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Extremely Likely

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Average Rating:   5 out of 5

Excellent care.
Bit more mental stimulation would be helpful.
Exercise sessions are fantastic.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Likely

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Average Rating:   4.4 out of 5

5-star care for a 5-star mum.
Cares, nurses, reception, kitchen, management and colleagues put the patient, resident and family at the heart of all they do.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Extremely Likely

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Average Rating:   4.6 out of 5

Overall my care and safety have been well looked after. However, I would like to mention that there is a lack of staff on the ground to cover the number of people requiring care. The food is presented more often than not on cold plates, which I told the management about at the recent meeting. There are never enough napkins at mealtimes which for me is a serious problem. Catering requires an overhaul.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Likely

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Average Rating:   3.5 out of 5

Siobhan Christie, Deputy Manager at Upton Dene Residential and Nursing Home responded to this review on 14 Jul 2017:

Thank you for your review and recommendation. I would like to assure you that we always ensure we have the correct number of staff on duty to care for our residents. With regards to the plates, it is no trouble at all to warm your plate more as we do with some of our other residents who prefer that.
I am sorry to hear your views on our catering service as previously you have always been complimentary about the quality of the service. I’ll have a chat with you to get some more information about how you feel we can improve it further.

The home is beautiful.
The food is very good.
Communication between staff is poor. I have seen patients in the lounge asking for assistance and being ignored.
The system of opening the post for a partially sighted lady is woeful.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Extremely Likely

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Average Rating:   3.4 out of 5

Matthew Bell, Home Manager at Upton Dene Residential and Nursing Home responded to this review on 11 Apr 2017:

Thank you for your review. My team are dedicated to caring for our residents as individuals, which includes supporting them to be as independent as they would like to be. We will of course help if they need support opening their post but some prefer to do it themselves or get a family member to help and we obviously respect their wishes. I am sorry you feel staff ignored a resident. I can assure you that this would not have been done deliberately – I have reminded staff to be extra observant.

I come regularly from Switzerland to visit my mum. Swiss standards are high and Upton Dene matches up to these same standards. The staff are all patient and caring and treat the visitors as well as the people in the home with respect. My mum needs nursing care and has to be hoisted, the staff always respond to each call from my mum to go to the toilet without hesitation. The food is high quality, mum really enjoys her meals. I love the space in the home, the luxury of wide rooms, hallways and reception, also the pastel colouring gives me a relaxed feeling when I visit. In fact, well done Upton Dene and staff, I feel happy that you are there to look after my mum. Top marks.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Extremely Likely

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Average Rating:   5 out of 5

We moved grandma to Upton Dene in August 2016 after she had been at another care home. Our first impression was "wow" is this a hotel or care home? The last care home was very poor in comparison. The staff at Upton Dene are friendly and caring and respect the fact that this is Grandma's home if it wasn't so expensive I would move in tomorrow.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Extremely Likely

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Average Rating:   4.8 out of 5

I have no issues whatsoever with Upton Dene Residential and Nursing Home except for recently the amount of new agency staff who seem to have no experience or no "life experience" in that they do not know how to speak to the elderly. The staff that have been here since my mum came in July, however, are excellent. I noticed the other day that two of the new staff did not know how to use the hoist and indeed one stated that she had no training for this.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Likely

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Average Rating:   4.3 out of 5

Siobhan Christie, Deputy Manager at Upton Dene Residential and Nursing Home responded to this review on 24 Oct 2016:

Thank you for your review, your positive ratings and recommendation. I am delighted to say we have recently recruited some new permanent members of staff who are a wonderful addition to our team. Every new starter has a thorough and detailed induction, of which manual handling is an important part and they are not allowed use hoists until they have successfully completed their training.

Improvements could be made to ensure that residents feel that they are getting value for money i.e dietary requests and having meals in a decent timescale. Meals are served on hot plates as it takes longer for the elderly residents to eat and the food is then cold.
Ensuring that residents feel cared for whilst maintaining their mobility. They should not have to feel guilty about requesting help.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Neither Unlikely or Likely

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Average Rating:   3.3 out of 5

Siobhan Christie, Deputy Manager at Upton Dene Residential and Nursing Home responded to this review on 20 Oct 2016:

Thank you for your review. Our chef is very happy to cater for the dietary requests and requirements of our residents. Many of our residents prefer warm plates but we are of course happy to serve meals on cooler plates if residents wish. Our team is dedicated to supporting all residents when they need help whilst still being there for them when they prefer to do things for themselves as they want to retain some independence.

My mother came to Upton Dene Residential and Nursing Home for further care after being in hospital. As soon as she arrived she was greeted warmly and settled very quickly. Upton Dene is like a five-star hotel, the rooms are very spacious and all en-suites. The food is excellent. She has at all times been treated with dignity and given plenty of help, care and support by everyone involved in her recovery.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Extremely Likely

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Average Rating:   4.9 out of 5

Very helpful, friendly staff, lovely facilities. Nice decor.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Extremely Likely

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Average Rating:   4.9 out of 5

A lovely place - keep up the good work.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Extremely Likely

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Average Rating:   4 out of 5

Good welcoming party. Mum is very likely to stay in her room, but staff have encouraged her to dine in the lounge and attend activities. Staff have made special attempts to ensure she has showered/washed. Mum complained about the food, but this may be her appetite on the day.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Extremely Likely

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Average Rating:   3.8 out of 5

I was treated in A&E hospital for one week and moved to Upton Dene for three weeks. The decor and ambience made an immediate favourable impression and that was strengthened by the care and attention given by an attentive and cheerful staff. In themselves, they were a tonic. I have a hearing issue so I asked for any question to be put on paper. They never failed to do so which helped considerably. Activities were frequent and the food was excellent. I have nothing but praise for how I was treated.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Likely

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Average Rating:   4.7 out of 5

Upton Dene Residential and Nursing Home is a lovely environment with wonderful caring staff. Mum has settled in really well after a shaky start (which was only to be expected) and that's taken a huge weight from us. The room and public areas are kept lovely and clean and the food is of a very high standard. We're happy to have found Upton Dene and are grateful that they could accommodate mum.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Extremely Likely

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Average Rating:   5 out of 5

The care and facilities are excellent. The staff are all trained and always willing and able to help at all times. The food is second to none, always hot and tasty and served at set times by happy staff.
The activities are variable and residents are encouraged to take part without any pressure.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Extremely Likely

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Average Rating:   4.8 out of 5

Very clean accommodation. Good food. Very kind carers.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Extremely Likely

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Average Rating:   4.7 out of 5

Very happy with care, very friendly staff. Plenty of activities and brain teasers to do. Regular exercise class and occasional visits out. Singing, dancing and visiting entertainment indoors. Regular films at our house cinema. Residents are included in decision making.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Extremely Likely

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Average Rating:   4.1 out of 5

After my hip fracture, the need for a replacement hip, I have found my respite stay here most helpful in all ways, and now feel fit to go home. The staff have been extremely helpful and the food by and large very good. An altogether very happy stay with caring and friendly staff medical and otherwise. I am grateful for all the kindness shown to me. I am spending my 'holiday money' coming here so recommendation to others would depend on their income.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Likely

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Average Rating:   4.3 out of 5

Upton Dene is now my permanent home for life. I could not be in a better place. I am treated as thinking human being by all members of staff. Importantly for me, I'm allowed to garden to my hearts content.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Extremely Likely

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Average Rating:   5 out of 5

I have only been here 9 weeks. My main grumble is the food, though very good it's served on cold plates, portions are too large for me as I am not mobile so cannot exercise. I am profoundly deaf and my sight is very poor glaucoma, aged 93 and some people do not make allowances for that so life is rather lonely.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Neither Unlikely or Likely

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Average Rating:   3.8 out of 5

Kate Yates, senior pr officer at Upton Dene Residential and Nursing Home responded to this review on 15 Jun 2016:

Hilary Price, Manager at the home said:
Thank you for your feedback. We were using plate warmers at mealtimes but many of our other residents found they were then too warm, but I am really confident that we have now resolved this to your satisfaction. We have recently appointed a new activities leader and I know that she has already been enjoying spending time with you, doing various activities.”

A most welcoming place full of helpful people and good service. Unfortunately it was slightly marred by some disorganisation in the absence of the proprietor.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Extremely Likely

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Average Rating:   4.7 out of 5

We cannot fault the staff at the service they provide in respect of the respite care my mum has received during her time with you.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Extremely Likely

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Average Rating:   5 out of 5

I would not be living here if not so completely happy and content with all the services and amenities. Lovely girls to care for me and an understanding manager, what more could anyone want.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Likely

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Average Rating:   4.7 out of 5

My mother suddenly became unwell and your staff handled the situation brilliantly - calling an ambulance straight away. One of the staff went with my mother to the hospital in the ambulance while I followed in my car and she stayed with me until she was sure my mother was okay. You can tell the staff really care about the residents.

How likely would you be to recommend Upton Dene Residential and Nursing Home? Extremely Likely

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Average Rating:   4.9 out of 5

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