Hallmark Kew House

In the eight months I have been associated with Kew House through regular daily visits since taking on the role as carer/companion to one of its residents, I have observed a care home that is very clean, efficiently run and whose staff I have always found to be polite, caring and empathetic and whom treat their residents always with a high level of dignity. Lastly, the food and drink is of a very high standard.

Extremely welcoming - nothing too much trouble. Staff went out of their way to ensure my family member was included in activities.

I have joined dad for lunch and can verify that the food is delicious, not to mention the home-made biscuits and pastries in the bistro. The dining room is furnished like a smart restaurant. In the month our father has resided there, he has put on much-needed weight, the colour has returned to his cheeks and he is more relaxed and happy. His clothes are beautifully laundered and his room is always clean and tidy. The staff take an interest in the residents, treating them with kindness and respect.

I reviewed five nursing homes recommended to me by Social Workers. Kew House was by far the best one I saw. While we did have our ups and downs over the 2 1/2 years we were at Kew House the most recent Manager has made a huge difference to the atmosphere. There are some truly exceptional staff look out for, a truly gifted carer, the wonderful activities manager, the wonderful onsite hairdresser, and the man who dresses the tables so beautifully every day. The food is excellent. We decided to have my mother-in-law's funeral reception there and they looked after everything brilliantly. We gave our mother in law a great send off. Take a look at Kew House before you choose your care home I am sure you will be impressed.

Mum moved into Kew House in November 2016 and her whole family are delighted to have found such a friendly, caring and loving community for her. The manager and staff have been endlessly patient with our moving-in concerns which have been listened to and acted upon.

The run up to Christmas was joyous with top-rate entertainment and there is a variety of daily activities. A superb physiotherapist is on hand and excellent hairdressing, massage, manicure and chiropody are offered weekly; the food is tasty and nicely presented and the staff are caring and approachable. We could not have wished for better.

I felt that my step-father was in safe hands and that the staff would always keep in touch with his family. When he died, they were magnificent. We could not have asked for more.

Overall good but it is difficult to contact relevant staff. Gold watch went missing.

My mother moved to Kew House Care Home in July 2013 aged 106. She had previously lived in a sheltered flat. In the 3 years that she was at Kew House, her mobility decreased and her dementia increased. The care that she received was excellent, as was the support which I received from the staff. She was allowed to remain on the residential floor, in her room, and with the carers she knew. Her increasing needs were met and she was always treated with kindness, patience and respect. She died in Kew House on Sept 28th this year aged 109. The support we had in the last days of her life was amazing. Excellent.

Pleasant atmosphere but the problem was the level of care required by my mother who was convalescing from ankle replacement surgery, was insufficient. I was promised she would be given all the necessary care but it turned out not to be the case. There were simply not enough staff, they were not properly qualified or trained and they did not spend long enough with her. For some unknown reason, they would not admit her at the weekend which meant she had to stay in the hospital a few extra days than was necessary. We were told that the reason we were being charged more money was because my mother was only staying for a short period. I would not have minded had the care been better but it was not quite up to standard I was expecting

Initially, my husband frequently tried to get out. He caused a great deal of problems but staff coped very well. They were always smiling and comforting and never lost their temper. The food was excellent and having 2/3 smaller dining room worked well. Again staff very good encouraging patients to enjoy their food. Plenty of musical groups and events and opportunities for residents to sing which was uplifting for all. The home was frequently decorated for parties for all to join in.

I would say don't believe the hard sell - there are lots of empty promises of individualised care and how any concerns will be dealt with which just don't happen. My Mother has been in care homes for almost 20 years and this was by far the poorest quality in terms of the level of care and the knowledge and understanding of staff. If there is nothing wrong with your loved one they might be ok here - but if there's nothing wrong they probably don't need a care home. The environment is quite attractive and on the whole, well maintained - but the most important things - caring, understanding, well trained, knowledgeable staff are missing and the leadership is very poor. I wouldn't want another family to go through what we have been through with this home. Fortunately, my Mother is in a much better home now and the level of care is a massive improvement.

- During weekends it is difficult to ascertain who is in charge. There should be a system of a named person responsible or: really, a 'liaison' person familiar with both residents and family; irrespective of shift workings.

(Total opposite of type of place my mother-in-law was put into after coming out of hospital in every way).

I have enjoyed seeing my mum eating properly, get involved with the many activities on offer and socialise. As well as that, the provision of hairdressing and chiropody is a great asset. The staff are very good at chatting to the residents and guests. Very safe, supportive environment. Excellent design of the cafe as you come through the door - Beautiful garden.

As a visitor, I am impressed with the quality of care. There are several exceptional members of staff. They are patient, caring and provide stimulating talk/activities for the residents. It is good to have 'safe' gardens - and lots of small bright areas for sitting.

I would like to say how impressed I was by the understanding and level of care shown to my mother who died yesterday. The staff went out of their way to make her as comfortable as possible and even sat and read to her during her last hours as I had to be at a hospital appointment with my husband. She was so happy there and I cannot express my thanks enough for the kindness and dignity shown to her during her last weeks.

My father was reluctant to go in for respite care but my mother needed a break. I was very happy with the staff and the senior management were delightful and very helpful and understanding. I thought the home was friendly and welcoming, although a small premises and could have benefited from more outdoor space, gardens etc. My father felt there were not enough people in his position to engage with and his room, although tidy, had a strong smell of urine.

I am very happy with the care and facilities at Kew House.

My mother has been at Kew House on the nursing wing since February 2015. Mum's care is complex and demanding for the staff. I visit Kew House four to five times every week at all times of the day and evening. I feel I have a good understanding of how care is provided and I confidently leave mum knowing she will be well cared for. There are regular updates and meetings for residents and their families. If family members raise concerns the concern is listened to and acted on. Not everything is perfect but imperfections are faced honestly and openly and the staff strive to make improvements. A great community spirit exists here.

Care is good, although my mother sometimes has to wait a while if she rings for help.