Hallmark Kew House

Food is varied with a good choice.

Kew House is remarkable. We are blessed to have such a facility, and most importantly the team, for my mother's care. The people at Kew are special, very special, their focus on care and humanity knows no bounds. The staff are very special human beings. You sleep at night with family at Kew House.

My relative's care home was set to close at short notice so we had to find her a new place to live. Staff at Kew House were excellent and, despite the short time frame, were able to conduct all the necessary assessments to ensure they could meet her needs and ensure the move was as comfortable as possible for my aunt. They were clear and concise with the information they provided to the family, kept us informed of progress and were always available to answer any questions we had. In addition, they prepared a special meal to welcome her and also brought gifts to show her that they were looking forward to having her live here. She managed the move well has been very happy since moving in.

Moving a loved one into care is one of the most difficult decisions a family can take. No care home is perfect, but Kew House is a very special place. All of the staff from front of house, to the carers and housekeeping, take pride in their work and care for the residents in a kind and compassionate way. Families are welcomed and encouraged to participate in events and with the care plan of their loved ones. The management team is always open to feedback and always around to have a chat. It’s immaculately clean, someone is always hovering or cleaning up.

They even invited him to lead the one-minute silence today. We were both very touched by that. Thank you.

I have been so thrilled with the care and kindness shown to my parents both as residents and visitors. Everyone has been so wonderful in the most difficult of circumstances. I can not thank you all enough. It is such a happy, welcoming place that really feels like home.

My mother is a full time resident in Cedar. My father joined her recently for respite care. What a wonderful experience! We cannot praise the staff highly enough. Without exception, they showed kindness, care and humour. My father was made to feel welcome in the Kew House community. The immaculate and cheery surroundings are of particular note. He has returned home energised and full of praise for the support he received.

I have found all staff and facilities at Kew House to be of an exceptional standard during a recent respite stay. My wife arrived at Kew House as a permanent resident, during Lockdown and despite the most challenging of times, she has settled very well into the Cedar Community. My own recent stay, provided an insight into her world and I was impressed with everyone I met, and everything I saw. I have returned home feeling reassured that she is being well cared for, by a kind and professional team. Well done Kew House!

Our experience has been nothing but positive. The level of care is excellent and constant updates and communication during the pandemic. The many activities and relationship engagement are excellent and so important for my grandmother.

May 2021 begins my mother-in-law's 9th year at Kew House. She remains positive, good-humoured and confident in her carers and surroundings. The staff have always treated all the residents with respect and kindness. Should a change of health, fall or bruise occur I am immediately informed and given any information about it. The staff are happy and welcoming, they tend to remain at Kew House for quite some time, reducing the need for temporary staff. The size of Kew House keeps everything at a very human scale while its parent company, Hallmark, is able to offer support and protocol advice based on its other satellite care homes. Communications has always been excellent with weekly emails advising of any positive tests (Residents and Staff), staffing levels and PPE levels together with activities and menus. The regular relative/carer meetings are held over Zoom at the present with comprehensive minutes. The General Manager is always approachable particularly if a special circumstance arises. I fully recommend the care and protection offered by Kew House.

A high level of care is consistent. Staff are caring, sensitive to Mother's needs, hardworking, patient and polite. We are sure that the high standard of cleanliness has been maintained.

Nicest care home I have visited - no lingering smell (like schools - cabbage and cleaning products)! Always friendly staff.

My mother has been at Kew House for 7 and a half years suffering from Alzheimer's. Various staff have come and gone as have many residents, but the care my mother has received has always been friendly and affectionate. I feel she is in the best possible hands, which helps since it would never be my wish to have my mother in a home - if it was possible to have her at home we would have.

Such kind and considerate staff. Good communication with the care team. Excellent care team leader who answers our questions quickly and, most important, reassuringly. Another staff member, in particular, is so very kind to us and to mum and professional too.

It has been good living here at Kew House and looking forward to when my husband can visit me after he has finished his jabs, as he got to know the care and support staff before the lockdown and it will be like old times. Thank you.

Comfortable room, good bed. Enjoyable food and good company.

Poor communication, unsatisfactory care, bad attitude, complaints not dealt with, fees absolutely vast. All levels of management not concerned with issues raised. Queries regarding medication ignored, emails asking for information ignored. Grandmother left in the room alone, no stimulation. FNC not applied for, deprivation of liberty regarding visits.

Kew House is a very safe, very well run and very happy home and is thoroughly deserving of it's 'Outstanding' rating. The high ratio of staff to residents is reassuring and everyone, including the senior management team, really took the time to get to know Mum (and me!). Phone calls and emails are always answered promptly and any initial niggles were dealt with quickly. The Activities Team have been brilliant during the last six months of semi lockdown, with plenty of fun things for the residents to do and I often see pictures of Mum on Facebook - obviously really enjoying herself. The regular Skype calls mean that I am able to have lots of contact with her in real-time. A resident hairdresser has been a blessing during the full lockdown and so the residents always looked their best during that period. I would have no hesitation in recommending Kew House.

My unmarried aunt spent her final 12 months at Kew House. She had lived on her own for nearly 30 years and, at 98, her remaining social life was diminishing rapidly. The staff actively encouraged her tentative participation in events and she responded well. Again, whenever I visited, random staff would volunteer the latest information about her: they all seemed to care. They were assiduous in keeping a close eye on her as her health deteriorated and keeping us, her nephews, fully in the picture even when I was still able to visit several times a week. The cheeriness they exuded from the top down was very reassuring.

When I first visited Kew House I immediately sensed a happy atmosphere and knew that this was the right place for my mother. My mother agreed as she later thanked me for finding such a nice place her. The staff who are the backbone of every home are very caring and respectful of each individual's needs. The home is cheerfully decorated and very wheelchair friendly. Lots of activities take place and there are outside excursions too. The management team listen and deal quickly with any query. I have had no difficulty recommending Kew House to my friends.