Review from D W (Next of Kin) published on 20 March 2024 Submitted via Website • Report

Overall Experience

This review is negative, it is based on documentary evidence obtained from a number of sources via Access to Health Records Act 1990. My findings demonstrate what goes on behind the scenes of a ‘posh’ nursing home. This review is published in the public interest. Nurses failed to register my mother

with a GP or complete temporary GP registration. My mother was not administered with pain relief even though pain relief medication was supplied on transfer & booked in (MAR). Nurses ran out of prescribed medication, MAR details a raft of incompetence. MAR details a GP that retired 7 years previously & not registered with GMC. Baycroft obtained JIC medication on day 6 later despite my mother's repeated complaints of nausea & vomiting from day 1. My mother had a 1:1 carer. She was left unattended & discovered with her leg wedged through the bed rail, no apparent injury. Baycroft nurses failed to seek professional palliative care (Mother was on the palliative care register) The list goes on.

Reply from Cheryl Forshaw, Regional Manager at Fernleigh Court Care & Nursing HomeWe were saddened to receive this review of Fernleigh Court Care & Nursing Home. We respectfully request readers of the review take into account the change in ownership and management of Fernleigh Court. Since taking over the home just over a month ago, Country Court has been working diligently towards maintaining the high standards that the company is renowned for, as evidenced by our award-winning status. Our group currently operates over 40 care and nursing homes throughout the country that are registered with the Care Quality Commission (CQC). Due to the size of our Group, we fall within a CQC group called market oversight, where we are ranked highest for compliance. Taking care of our residents is our number one priority. We firmly believe it is unfair to attribute past issues to our current management, and the resultant negative impact on our reputation will not accurately reflect the current status of affairs.

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from T G (Daughter of Resident) published on 9 August 2023 Submitted via Website • Report

Overall Experience

Mum has settled in well. Good quality of care, accommodation and staff. Activities team work hard and residents are encouraged to introduce new ideas to the schedule. I find the monthly meetings for family members of benefit.

Reply from Lauren Digby, Regional Customer Relations Assistant at Fernleigh Court Care & Nursing HomeThank you for taking the time to leave a review for our home. I am glad to hear that your mother has settled in well and that you are happy with the standard of care that is being delivered. It is also wonderful to know that your mother and the other residents are included with the planning of future activities at the home and that you are benefitting from the monthly relatives meetings. I will ensure that your kind comments are shared with our team.

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from Stephen C (Respite Resident) published on 31 May 2023 Submitted via Website • Report

Overall Experience

My mother enjoyed 3 weeks of respite the staff were fantastic and friendly; activities every day both morning and afternoon.
The food was exceptional and fantastic choices for breakfast, dinner and lunch.
Plenty of space where families can sit in lounges and have quiet areas away from the main areas.
You

can have pampering getting your nails done even booking a hair appointment.
Domestic and catering teams couldn’t do enough for residents. Staff were always popping in to see if my mother was ok and if there was anything she needed.
Laundry was done every day and returned all pressed and smelling fresh.
There is a Bistro area where families and residents can sit and chat, make hot drinks and generally use it as a social meeting area.

Reply from Lauren Digby, Regional Customer Relations Assistant at Fernleigh Court Care & Nursing HomeThank you for taking the time to leave us such a detailed review. It is great to know that your mother enjoyed her 3-week respite stay at Baycroft Kempston and that she benefited from our varied activities programme, the delicious food and the selection of communal areas and amenities on offer throughout the home. I will ensure that your incredibly kind comments and feedback are shared with our team.

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from Helen H (Daughter of Resident) published on 22 February 2023 Submitted via Website • Report

Overall Experience

My mum has had the best four weeks of respite at Baycroft. Great staff, facilities, food and accommodation. They've thought of everything! She's even made a friend she's going to go back to visit. It's great to know if she struggles again, there's a fantastic place she can go to to help get her back

on her feet. Thank you, Baycroft. Great place - great team.

Reply from Lauren Digby, Regional Customer Relations Assistant at Fernleigh Court Care & Nursing HomeThank you for taking the time to complete such a wonderful review of our home. I am so glad to hear that your mum enjoyed her respite stay at Baycroft Kempston and that she was able to make a meaningful friendship with another resident, that will continue to blossom even after mum has left the home. It is also great to know that your mum benefited from the facilities, food and accommodation. I will ensure that your kind comments are passed on to the team.

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from Alison F (Daughter of Resident) published on 21 September 2022 Submitted via Website • Report

Overall Experience

Dad has been a resident at Baycroft, Kempston since November 2021 and we are very happy with the standard of care and attention he receives. He particularly enjoys the food and the variety of activities. The staff are very good and genuinely care for the residents. The standards of comfort and cleanliness

are excellent and as a family, we know that our decision in choosing Baycroft, was the right one for Dad.

Reply from Charlotte Deans, Regional Customer Relations Manager at Fernleigh Court Care & Nursing HomeThank you so much for taking the time to complete this review, we really appreciate your lovely comments. I am so pleased that you are happy with the care and support that your father is receiving and that he enjoys the food and activities on offer.

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from Rebecca G (Niece of Resident) published on 19 July 2022 Submitted via Website • Report

Overall Experience

My uncle has been in respite care since May and I am so happy with his stay. He has become so sociable and to see him take part in activities is amazing as at home he just wants to watch TV. I have seen such a change in his personality and it is all thanks to the staff's care and dedication. You know

your family member will be safe and very well looked after in accommodation which is more of a 5-star hotel than a care home and I visited a lot! The family are always made very welcome and everyone knows your name, which is brilliant.
I just want to say a big thank you to everyone at Baycroft for what you have done for my uncle I will be very sad for him to return home and wish he could stay forever.

Reply from Lauren Digby, Regional Customer Relations Assistant at Fernleigh Court Care & Nursing HomeDear Rebecca, thank you so much for your wonderful heartfelt review. We really do appreciate that you have taken your time to share your feedback with us. It is so lovely to read that you feel welcome at our home, enjoy the surroundings and that your uncle is enjoying his stay with us and benefitting so greatly from our varied activities programme. I will ensure that your incredibly kind words are passed on to our team. You are all welcome to visit our home anytime; I am sure that everybody would love to see you!

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from Paul N (Son of Resident) published on 23 June 2022 Submitted via Postal Card • Report

Overall Experience

Every single member of the team was excellent. All learned not only my father's name but mine. I was always made welcome when visiting. Dad did not want to be away from Mum, but knowing he was with you made us realise it was a good respite. The facilities, food and decor are like a five-star hotel.

I cannot praise the place enough.

Reply from Charlotte Deans, Regional Customer Relations Manager at Fernleigh Court Care & Nursing HomeThank you so much for taking the time to complete this review; we really appreciate your lovely comments. Please be assured I will pass your feedback on to our wonderful staff team.

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from Denise S (Daughter of Resident) published on 19 August 2021 Submitted via Website • Report

Overall Experience

Mum and Dad became residents in April 2021 and I have not been disappointed. The staff are caring, compassionate and extremely conscientious. I have found them very observant and quickly pick up on any abnormalities with their day-to-day needs. They care for both of my parents with compassion and understanding.

They have settled in far better than I had hoped and expected. They join in the activities and have become quite competitive! The home is well laid out and beautifully furnished. It has a homely feel as well as being immaculately clean and pleasant. The manger and her team work tirelessly to ensure everything runs smoothly and I wouldn’t hesitate to recommend Baycroft at Kempston.

Reply from Charlotte Deans, Customer Relations Manager at Fernleigh Court Care & Nursing HomeThank you for taking the time to complete this review we really appreciate your kind words. We are so pleased you are happy with the care and support your parents are receiving. I will pass on your lovely feedback to the staff team

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from Jane W (Daughter of Resident) published on 12 August 2021 Submitted via Website • Report

Overall Experience

It was a difficult transition for my Mum, being able to live independently, to needing full-time care. She is now pretty settled thanks to the kindness and understanding of the staff at Baycroft Kempston. My mother needs palliative care and our main concern was whether a nursing home would be able

to manage her pain compared to a hospice or Macmillan. Baycroft has managed to do this and I’d confidently recommend the home for residents needing end of life care. When Mum went to Baycroft after leaving hospital I thought she’d never be able to get out of bed again. Now she’s pretty spritely, can get to the Baycroft cafe, her nausea has been managed so well she’s enjoying her food again. The bottom line is you’re not there all the time and you’re leaving your vulnerable, loved one in the care of others which is something that worried me. I’m
really pleased we chose Baycroft. It’s a cheerful place and I know my mother is being well cared for and her medical needs are being met.

Reply from Charlotte Deans, Customer Relations Manager at Fernleigh Court Care & Nursing HomeThank you for taking the time to complete a review and thank you so much for your kind words. We are pleased your mother has settled and that you are happy with the care and support your mother is receiving. I will pass on your lovely feedback to the staff team.

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from Brian S (Resident) published on 14 April 2021 Submitted via Postal Card • Report

Overall Experience

In general, the care and attendance I have received during my stay at Baycroft Kempston have been excellent. My only criticism would be of the texture of the food, but this was solely the fault of an NHS team who failed to assess me or communicate with the management on site.

Reply from Charlotte Deans, Customer Relations Manager at Fernleigh Court Care & Nursing HomeThank you so much for taking the time to complete a review and for your kind words; I will make sure I pass on your feedback to the staff team.

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from H B (Granddaughter of Resident) published on 15 February 2021 Submitted via Website • Report

Overall Experience

Baycroft Kempston is an exceptional care home with not only wonderful, first-class living facilities but also extremely professional and compassionate staff. When we began looking for a home for my nan we wanted somewhere with a homely feel where residents can have as much freedom or help as they wish

and the best possible quality of life. With Baycroft we found this.
The home is especially fantastic for dementia patients which is often quite difficult to truly find in a home.
Sadly, after various circumstances, my nan entered the home for full-time nursing care and although she didn’t get to experience this amazing home whilst she still had full independence she was cared for with the utmost respect and compassion until her very last moment. The care and kindness showed to my nan and all the family at this very difficult time went above and beyond anything we could ever have wished for! We cannot thank you enough - especially your amazing nursing team.

Reply from Laura Baker, Customer Relations Manager at Fernleigh Court Care & Nursing HomeThank you so much for your kind and honest words! I am so pleased we could be there for you all. Your lovely praise has been passed onto our nursing team.

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from Debbie S (Daughter of Resident) published on 4 February 2021 Submitted via Website • Report

Overall Experience

All the staff are extremely friendly.
The care they have been giving Mum is of an exceptional standard.
The nursing staff are extremely conscientious, particularly one carer who is so passionate about her caring.
The home is beautifully furnished, well laid out especially for dementia residents.
During

this difficult time, all the family can be assured, that Mum is receiving first-class care with compassion and empathy from all the staff.

Thank you Baycroft for making this difficult journey, more bearable.!

Reply from Laura Baker, Customer Relations Manager at Fernleigh Court Care & Nursing HomeThank you so much for your kind words, it was our pleasure to keep your loved one cared for and comfortable.

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from Leona H (Respite Resident) published on 1 December 2020 Submitted via Postal Card • Report

Overall Experience

A professional and friendly approach at all times. Beautiful gardens very well looked after. Room and en-suite tastefully decorated/appointed. Always clean and tidy in all areas. Would recommend to anyone with no hesitation.

Reply from Laura Baker, Customer Relations Manager at Fernleigh Court Care & Nursing HomeThank you so much for your kind words. We pride ourselves on offering our residents the very best of everything.

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from M A (Resident) published on 12 October 2020 Submitted via Postal Card • Report

Overall Experience

I enjoy talking to the staff who are very helpful and really enjoy the 5-star meals onsite. The staff help me a lot and support me fantastically.

Reply from Laura Baker, Customer Relations Manager at Fernleigh Court Care & Nursing HomeThank you very much for your review. Your honesty is greatly appreciated.

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from Wanda C (Daughter of Resident) published on 17 August 2020 Submitted via Website • Report

Overall Experience

My mum was admitted to hospital and we were told she needed end of life care as she was very poorly. She was 88. We then started looking for care homes, initially on the internet, but when we found Baycroft Kempston was our closest care home, we booked an appointment immediately and went to view, literally

half an hour after my initial phone call. My daughter and I were blown away with what they could offer. The individual rooms are beautiful and we instantly knew this was where my mum would be happiest. They assessed her on the next working day and she was transferred the day after.
There was 24-hour nursing care, her every need was catered for. The staff looked after her better than I ever could have done. They allowed us to visit with Mum’s cat which meant so much as Mum’s time was limited.
Nothing was too much trouble for the staff, for my mum or my family. They delivered an amazing service for us all.
Mum spent her last days comfortably and peacefully. Superb! 10/10

Reply from Clare Twiss, General Manager at Fernleigh Court Care & Nursing HomeThank you so much for your kind words. The team pride themselves on delivering the best life possible for our residents, however long they are with us. I will let you into a secret, the staff loved the cats visit too! It really is an honour that you chose us to care for one of the most precious people in your life. When this Covid madness is over, come back and see us again.

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from Berenice W (Niece of Resident) published on 10 June 2020 Submitted via Website • Report

Overall Experience

My auntie went into Baycroft just before the COVID-19 lockdown, for respite with a view to staying. I cannot fault the care and attention she has received since being with them. I would have no hesitation to recommend other people to place their loved ones in their care.

Reply from Laura Baker, Customer Relations Manager at Fernleigh Court Care & Nursing HomeThank you so much for your review. We are privileged to have your trust in you letting us care for your loved ones.

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from Karen P (Daughter of Resident) published on 11 May 2020 Submitted via Website • Report

Overall Experience

My mother has been a resident at Baycroft Kempston since the beginning of 2020. Since the arrival, the staff made her feel at home and very welcomed.
I am extremely happy with the care and facilities Baycroft provide. It is a very difficult decision for choosing a care home for a relative, but I am

certain that Baycroft was the right choice. The staff are all very professional and friendly, and I feel they all go that extra mile for their residents.
The building, grounds and food are to a very high standard, and it is a wonderful place to visit, nothing ever seems to much trouble or effort for the staff.

Reply from Laura Baker, Customer Relations Manager at Fernleigh Court Care & Nursing HomeThank you so much, we really appreciate your review and honesty. We love caring for your loved ones.

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from Linda P (Sister of Resident) published on 8 April 2020 Submitted via Postal Card • Report

Overall Experience

My sister had the best of end of life care. The staff made us feel so cared for and important. Her care was inclusive and showed dignity. Perhaps simple improvements might be in the equipment for elderly/weak people. The cutlery was too heavy for her to handle. The glass for water was difficult to hold.

Her feet were over the end of the bed, even though she was only 6's". These are only observations. Everything else was perfect. I would give all the staff gold stars especially my sister's nurse.

Reply from Laura Baker, Customer Relations Manager at Fernleigh Court Care & Nursing HomeThank you for your honesty Linda. We always appreciate our visitors reviews. Please feel free to drop in to see us anytime.

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from P C (Wife of Resident) published on 25 March 2020 Submitted via Postal Card • Report

Overall Experience

My husband has been receiving care at Baycroft Kempston. The care and treatment has been superb. When his health deteriorated the nurses were quick in recognising the problem and ensured that he was transferred to hospital promptly along with a carer.
The diagnosis of sepsis, pneumonia and a urine

infection was identified but immediate attention secured some recovery. A care plan was supplied by Baycroft staff which the hospital said was 'incredible'. They had never seen such a detailed and accurate document! Our thanks to all concerned.

Reply from Laura Baker, Customer Relations Manager at Fernleigh Court Care & Nursing HomeWe pride ourselves on giving the highest standard of care to all of our residents and the best comfort to our residents families and friends. We are very privileged that you chose us and thank you so much for taking the time to review us.

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Review from David L (Son of Resident) published on 25 March 2020 Submitted via Postal Card • Report

Overall Experience

At a very difficult time, the staff at Baycroft made everything as personal and comfortable as possible showing empathy, care, and understanding at all times. They treated my Mum with dignity and us (the family) with a level of professionalism above and beyond what is expected. We can't speak highly

enough of the staff. Thank you!!

Reply from Laura Baker, Customer Relations Manager at Fernleigh Court Care & Nursing HomeWe want to always make our residents and families comfortable and most importantly happy. We love getting to know all of our residents and their families. We really appreciate you spending the time to give us such a lovely review.

Facilities
Care / Support
Cleanliness
Treated with Dignity
Food & Drink
Staff
Activities
Management
Safety / Security
Rooms
Value for Money

Fernleigh Court Care & Nursing Home

Care Provided by Fernleigh Court Care & Nursing Home

Primary Care Categories

Length of Stay

Care Types Provided

Dementia Care Types

Other Care Provided

Facilities

Funding & Fees What's included?

Weekly Charges per Person

Funding Types Accepted

Support you may be entitled to

Good to Know

Group/Owner

Person in Charge

Local Authority / Social Services

Admission Information

Care Home Design/Build

Room Information

Visiting

Parking

Fernleigh Court Care & Nursing Home Reviews (61)

Overview of Review Score

Detailed Breakdown of Review Score

Regulatory Rating

Care Quality Commission (CQC) Rating

Bed Vacancies

Loading

Loading

Loading

Awards / Recognitions (11)

Meet the Team (4)

Tendai Matore

Chloe Kenna

Kerry Gent

Michelle Wing

Care Seekers

Job Seekers