Bupa Letcombe Regis

My grandparents were at this care home from summer 2018 until May 2021. At first, we believed it was a nice place - it certainly is in a lovely setting. But from July 2020 until my grandparents moved to another care home in May 2021, Mum and I had ten months of hell, trying to improve the food (which was of poor quality, poorly cooked and poorly presented), the temperature of the food (the food was being served cold - it was eventually sorted after three months of complaining), communication (which was poor all throughout the pandemic, with communication only happening when we got in touch, requesting an update). Residents were left with no hot water in their bathrooms for three weeks and we were told that it was difficult to rectify because of the pandemic. Management was consistently dismissive of complaints, even the Managing Director of Richmond Villages was dismissive. Terrible care home.

Due to the unavailability of an NHS bed, I was discharged from hospital. Based on the discharge notice I was incorrectly assessed a needing for category 5b nursing care for 2 weeks. I did not need assistance with dressing, washing, toileting or mobility so they should have returned me to the ALU.

So far so good and to be highly recommended.

Overall, Mum and I are happy with her care.

My father had an assisted living apartment in the village for several years where he was able to lead an active, semi-independent life with the support provided by the wonderful staff. Recently he had to make the move to the 24-hour nursing care unit and the transition was eased by everyone including the old cleaners who came to visit him in his new location as did the social events staff. The level of care provided in both settings has been exemplary, not just professional but warm and personal with a smile no matter what the support needed. As a regular visitor, I also appreciate the friendly welcome from the reception desk onwards and the feeling of the community reaching out to include me.

I can't recommend Richmond Letcombe Regis enough.

My mother died today (11th August) and I can't compliment the whole staff enough. Laundry, admin, nurses, doctors, and the most wonderful carers. Some very young and old devoted to respect, care professionalism and empathy, and many cups of coffee. I do truly wish they were paid more and not under such pressure from the shortage of staff, what a truly wonderful service it would be! The staff cope admirably but during COVID this has been so very hard.

My aunt, aged 94, had lived at Richmond Letcombe for three years and during February 2020 went through end-of-life. The staff on Sycamore were extremely caring and supportive and during the final period offered 24-hour attendance for my aunt. The latter was welcomed by my aunt and of great assistance to the family. Staff were communicative to the family and adapted their support and care to the specific needs of my aunt which meant that it was not necessary to transfer her to a hospice. We would offer a full recommendation on behalf of Richmond Letcombe for the professionalism of their teams who provided caring and facilities.

In this time I never had any worries at all as I left after each trip, that my Mum was not receiving the best of the best in care and support from the team at Letcombe Regis. This is a beautiful facility and staffed by the most amazing people. Sadly we said goodbye to the village in December as I lost my Mum then. Really sad in so many ways to say goodbye to Richmond Village. This is a first-class team.

With my mother's increasing dementia, living in their own home became very difficult for both my parents. They moved to an assisted living apartment in 2015. As my mother worsened, she moved into the dementia unit, around the corner from their apartment. My father was able to be with her every day and take her for meals. She died in 2017. The quality of the care she received during her stay and in her final days was of a very high standard with genuine warmth and affection, combined with excellent nursing care. She was always treated with respect and gentleness. My father's own condition worsened and in 2019, he moved into the 24-hour nursing care unit as the support provided by the domiciliary carers was no longer enough. In the unit, he is looked after with genuine affection, warmth and with a great deal of respect. He is not fitted into a system, but the system is tailored to his needs and wishes as much as possible.

More carers for the bedtime period needed one carer in the lounge area when patients in there. Think about strips between carpet/lino patient got stuck there and fell over trying to get her walker over it.

Our mother, lived in the Maple Dementia Unit at Richmond Letcombe Regis for seven years before she passed away peacefully aged 95. We visited her regularly and, over all this time, the carers were consistently patient and helpful to all the residents in Maple, however challenging the situation. We admire them all greatly and are deeply thankful for the long hours they put in caring for people with dementia - no easy job. All the staff on Maple - carers, cleaners, nurses, those serving tea and coffee etc - were invariably friendly and caring to both residents and their families. We so appreciate the gentle and loving care all the staff gave our mother daily. From the outset we were made to feel welcome and we could see our mother felt safe and loved throughout her years in Maple, and could not have been happier or more peaceful during the last years of her life. With many thanks.

Our mother lived in the Maple Dementia Unit at Richmond Letcombe Regis for seven years before she peacefully passed away aged 95. We so appreciate the gentle and loving care all the staff gave our mother daily. We visited her regularly and overall during this time, the carers were consistently patient and helpful to all the residents in Maple, however challenging the situation. We admire them all hugely and are forever grateful for the long hours they put in looking after people with dementia - no easy job. All the staff - carers, cleaners, nurses, those serving tea and coffee etc - were always friendly and caring to both residents and their families. From the outset, we were made to feel so welcome and our mother could not have been happier or more peaceful during the last years of her life.

The care provided by the team in Sycamore is fantastic. I cannot thank them enough for the care they give to my father. He is probably not the easiest resident with his increasing dementia, but the patience and genuine kindness shown by the staff is amazing. They treat him with dignity and respect at all times. I am so grateful to them for everything they do.

My husband was admitted to the home from hospital four weeks ago. In that time he has gained strength and confidence due to the care and expertise of all the staff.

I have had lunch in this home a number of times during the past year, as a guest of one of the residents. The food is very disappointing and dull. The starter menu is repetitive with mediocre soups. The main courses appear to have been kept warm for some time so are often dry and unappetising, the vegetable portions are small and very repetitive. The pudding menu often consists of tinned fruit salad and bought in puddings. I feel this home is taking advantage of its residents, many of whom are too elderly to complain.

My relative was treated with kindness and dignity by many members of nursing/care staff and host/hostess at lunch. Thank you.

My husband is sometimes lying on his bed looking very uncomfortable with legs on the floor when I arrive in the afternoon (and other friends have found him like this). Otherwise, he will be in his chair - sometimes with his bell out of his reach and unable to reach a drink. Today I found him wearing pyjama bottoms and the last of his polo shirts - previously he has been wearing a shirt with spills all down the front. Today I found he had no spare clothes. After much enquiry, a carer brought back at least 5 shirts and 3 trousers and clean pyjamas from the laundry - some had been away for at least 5 days or more.

We have been looking for a care home for a number of months as mum has dementia and needs support with her day to day living. Having researched a number of homes in the area, we decided to trial Richmond Village for an initial 2 weeks. 7 weeks later and we have agreed a permanent place for mum. All the staff, without exception, have been fantastic - moving mum with dementia has not been easy, however, the support staff, care workers and nurses have all gone out of their way to ensure she has settled. They have always made time for us when we have visited with any questions and were very supportive in coming up with different options to try to support mum.

The home itself is excellent with on-site facilities such as a café and restaurant and Mum has been involved in a number of the social activities that are run for the residents such as crafts, music and supper evenings. Making the decision to use a care home is never easy, however, we are very happy with the care that she is receiving - thank you.

The home is run on very tight management with skilled and qualified staff.