Otterburn

Brandwood Park Road, Kings Heath, Birmingham B14 6QX
Review Us
9.4 19 Reviews
  • Otterburn, Birmingham
Otterburn, part of Exemplar Health Care, is a specialist care home that supports people living with complex and high acuity needs.

The Nurse-led team at Otterburn specialises in supporting adults with complex mental health needs, neuro-disabilities including Huntington’s disease, stroke and complex dementia.

The home supports people on their journey from being in hospital or living in a secure setting to community-based living, as well as offering longer term support for people living with degenerative or life-limiting illnesses.

Otterburn has 30 bedrooms, each with an en-suite, across three units.

It also has communal dining and living spaces, as well as a quiet lounge, TV lounge and large accessible garden.

•        Otter Unit supports up to ten adults living with complex mental health needs and display behaviours of concern, including those with complex dementia.

•        Fox Unit supports up to ten adults living with physical health needs and physical disabilities, specialising in supporting those with Huntington’s disease and stroke.

•        Squirrel Unit supports those living with complex health and high dependency nursing needs, including those who have tracheostomies and use ventilators.

Please contact to find out more!
Show Otterburn on the Map

Care Provided

Primary Care Categories

  • Mental Health Condition
  • Physical Disability
  • Younger Adults

Length of Stay

  • Permanent Care

Care Types Provided

  • Nursing Care
  • For a maximum of 30 Service Users

Other Care Provided

  • Parkinson's Disease
  • Stroke
  • Palliative / End of Life Care
  • Acquired Brain Injury (ABI)

Facilities

  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Close to Local shops
  • Near Public Transport
  • Minibus or other transport
  • Lift
  • Wheelchair Access
  • Gardens
  • Residents Kitchenette
  • Phone Point in own room
  • Television point in own room
  • Residents Internet Access

Funding & Fees

Funding Types Accepted

  • Self Funding (Private)
  • Local Authority with Top Up
  • Local Authority
  • NHS Continuing Healthcare (CHC)

Good to Know

Person in charge

  • Naomi Jones (Home Manager)

Local Authority / Social Services

Admission Criteria

  • Ages from 18 to 65

Care Home Design/Build

  • Purpose Built: Yes

Room Information

  • Single Rooms (30)
  • Single Rooms with Ensuite Wet Room (30)

Visiting

  • The home has an open door policy, welcoming friends and family at all times.


    If a meeting with the Home Manager is required, please call in advance.


    Meal times are protected - there will be no answer to phone calls or the door during these times. Please contact the home directly for information on these mealtimes.

Parking

  • Free parking onsite.

Otterburn Reviews (19)

9.4

Otterburn has a Review Score of 9.4 (9.383) out of 10, based on 7 reviews in the last 2 years.
Over all time Otterburn has 19 reviews.

Overall Experience
  • 10
  • 7
  • 1
  • 1
  • 0
Date Published
  • 19
  • 1
  • 3
  • 7
  • 12
Reviewer Connection to Otterburn
  • 7
  • 3
  • 2
  • 2
  • 2
  • 1
  • 1
  • 1
Total of 19, showing 1-19
Review from Simon M (Son of Resident) published on 14 August 2025 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Since my mum came to Otterburn she, I believe, has had the utmost care that she needs. The staff are friendly and cater to mums every need. One of my gripes is the telephone on her ward; it's hardly answered. There should be more phones available, also at times the communication between myself and 'some
staff' isn't met.
Reply from Jo Hemmingway, Marketing and Communications Officer at Otterburn

Thank you for taking the time to leave a review, we're glad to hear you're happy with the care for your mum. We've taken on board your feedback regarding communication and the home has just installed new handset devices throughout the building, which we will hopefully improve our call answering. If any issues continue, please don't hesitate to raise any concerns to Naomi, the Home Manager.

  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Review from Paulette R (Wife of Resident) published on 2 December 2024 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I visit every day. The team from admin to carers and nurses are second to none. Nothing is too much trouble. The atmosphere is great, it's like going to a family home.
Reply from Lauren Hallas, Marketing and Communications Officer at Otterburn

Hello, thank you so much for your review of Otterburn. We're pleased to hear your feedback on the home and we look forward to seeing you soon.

  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Review from M S (Daughter of Resident) published on 21 November 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
Lovely staff and great people I feel my mom is very loved here.
They care for her and are very patient they keep us very updated.
They listen to what we have to say and make sure my mom is in the best possible position.
Reply from Jo Hemmingway, Marketing and Communications Officer at Otterburn

Thank you for taking the time to leave a review. It's always great to hear from relatives that they're happy with the care support provided for their loved ones. We're extremely proud of the team at Otterburn, we'll make sure your kind words are passed on to them.

  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Review from Helen R (Sister of Resident) published on 8 April 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
After a distressing six months of my sister being in respite care, she has now been allocated Otterburn. I am delighted with what I have experienced so far. All staff greet me with a smile. The facilities can meet my sister's needs. The attention to detail in getting her room ready is commendable. I
feel a weight has been lifted off my shoulders knowing my sister will be living at Otterburn.
Reply from Lauren Hallas, Marketing and Communications Officer at Otterburn

Hello, thank you for your lovely review. We're so glad to hear that your sister is settling in well and that we're meeting her needs. I'll be sure to pass your comments on to the team at Otterburn, it'll make their day!

  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Review from Desmond M (Husband of Resident) published on 9 February 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
My wife is autistic, disabled and also can't eat so has a feeding line. Otterburn caters for all my wife's needs and staff set up her feed for her. She feels safe, secure and well cared for while maintaining as much independence as possible. Otterburn is spotlessly clean and the staff are very helpful.
Before entering the care home my wife would not leave the house but is now so settled that she goes out on visits with small groups from the care home assisted on a 1 to 1 basis using the care home's mini bus and really enjoys herself. Regular meetings between staff and residents are held to determine activities and places of interest to visit. Otterburn is only a short distance from a hospital and arranges transport and provides a member of staff to go to all appointments at the hospital with her, previously she would only accept video consultations! My wife wishes to stay at Otterburn on a permanent basis and I could not recommend the place highly enough.
Reply from Jenna Wood, Administrator at Otterburn

Hi. thanks so much for leaving us a review. We're really glad to hear that your wife is well cared for and has started enjoying regular trips out.

  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Review from L H (Sister of Resident) published on 16 January 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
I am really happy with the overall care of my loved one.
Staff are amazing with him, and all his needs are met. When I visit, I see how the staff interact with everyone differently, which is great to see, as within the home, everyone is different.
Thank you, Otterburn, for your support
  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Review from T M (Daughter of Resident) published on 25 October 2023 Submitted via Website • Report
Overall Experience 4.0 out of 5
My father has been at Otterburn for just over two years. He has frontal dementia and Alzheimer's with complex needs. The care given to my father here at Otterburn has been great for my father. It is the first place he has settled down so quickly and actually refers to the Otter unit as his home. He
has been at 7 homes previously.


The meeting I had this week helped reassure me that my father is loved and cared for by all members at Otterburn and it is so lovely to see how involved the manager is in his care and activities.


Thank you for looking after my father, but also looking after his family too. When he is happy we are happy. Thank you for your love and kindness.

Reply from Naomi Jones, Manager at Otterburn

Thank you so much for your positive feedback. We're really pleased to hear that your dad calls Otterburn 'home' - that's exactly what we strive for. Thanks for taking the time to write this review. It means a lot to us.

  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Review from L R (Daughter of Resident) published on 25 August 2022 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
My mum has been having one-to-one care at Otterburn for the last five months following a series of falls at another care home. The carers are Otterburn have been food with my Mum she is well looked after, is always clean and presentable. They are always looking at ways to engage Mym and she loved the
dolls which she thinks are real. My brother and I can always approach staff when we need to chant about Mums care.
Reply from Jenna Wood, Marketing Manager at Otterburn

Thank you for your lovely review. We're really glad to hear that your Mum is well looked after and you feel comfortable approaching colleagues to discuss her care. I'll pass your message on to the team - they'll be really pleased to hear it.

  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Review from John B (Partner of Resident) published on 24 September 2021 Submitted via Website • Report
Overall Experience 2.0 out of 5
This review regards an ABI service user. As Covid visiting restrictions eased and I was a witness, I knew Fox Unit at Otterburn was A. unworthy of my loved one's presence and B. arguably detrimental to her physical and mental health, and mine. One professional SW told me the home 'charges a lot but
delivers very little'. My ECG status was removed after I began to ask questions. Loved one's 1:1 was removed very soon after I queried what it entailed. Food was occasionally okay, but the diet overall was very poor. Among the carers there seemed to be a norm of doing as little as they could get away with e.g putting folk to bed at 5.30 pm (when it suited the carers). There were much carelessness, simple things done badly or not done at all. Poor leadership, high staff turnover, loss of faith in management, loss of trust in some staff - led me to pull a loved one out of that nightmare. Relevant parties have been advised. An exemplar? No way! My sympathies go to the good caring staff.
Reply from Jenna Wood, Exemplar Health Care at Otterburn

Hi John. We’re very sorry to hear about your experience at Otterburn. Our mission is to make every day better for the people we support, and we’re sad to hear that you don’t feel like this was achieved at Otterburn. It is very unusual for us to receive negative feedback, so we would be happy to discuss the specifics of what you have written about your experience of the home in more detail. Please get in touch with Mark Rushton, Regional Director of Operations, on mrushton@exemplarhc.com.

  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Review from Catherine L (Daughter of Resident) published on 4 June 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
I and my sister are over the moon with the care my mother is getting at Otterburn; she settled in well, and the staff are amazing. I can see they really care about the residents. Highly recommended, thanks.
Reply from Jenna Wood, Marketing Manager at Otterburn

Thank you for your positive review. We're delighted to hear that your mother has settled in well. I'll pass on your message to the team at Otterburn - it'll make everyone's day.

  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Review from M C (Daughter of Resident) published on 29 October 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Myself and my sister cannot fault the care, staff give to our dad. After 5 years, we can now go on holiday together without worrying about dad, his health and welfare. Staff are so kind and caring.
Reply from Elaine Doyle, Home Manager of Otterburn at Otterburn

Thank you for your kind words – I’ll make sure to share these with my team here at Otterburn. They will be delighted to know how you feel about our care for your dad. It’s our pleasure to support him with the dignity, respect and warmth he deserves. It’s great that you can go on holiday without worrying. We are all looking forward to your next visit.

  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Review from Deborah M (Daughter of Resident) published on 25 March 2019 Submitted via Website • Report
Overall Experience 3.0 out of 5
On the whole my Mum’s initial care at Otterburn has been good. Mom seems happy and settled, and always has a smile for us as well as for her carers. She has a very good relationship with her immediate care staff and seems trusting of them, which is a comfort for us. We have been concerned that the building
is old and in need of modernisation. Also, the outside space is small, unkempt, uneven and dirty - but these aesthetics are being addressed. I would add that the current Care home Manager is approachable, understanding, and personally oversees all mum’s care.
  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Review from D P (Husband of Resident) published on 21 December 2018 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
I have seen good care at Otterburn. The carers do care about the patients.
The care is given to people with Alzheimer's. I was very impressed with the staff as there are new people and it took them some time to settle in. I wasn't impressed with all the old staff moving to the new home as it takes
time to get a good team to work together and this new team are doing well.
  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Review from Sally B (Wife of Resident) published on 18 December 2018 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
The care given to my husband by all at Otterburn has been incredible. His physical and emotional needs have been met at all times. Management and all staff are approachable and communication is good at all levels. They all give me the confidence to be able to go home and not worry.
  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Review from Claire D (Wife of Resident) published on 7 August 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
We are really happy with my husband's care at Otterburn. I know he is really happy here. All of the staff are really lovely and make me feel really welcome.
  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Review from Dorothy M (Mother of Resident) published on 21 June 2018 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
I am very happy with what I have seen at the home and the way the staff look after the patients including my son, as far as I am concerned, the home has a high standard.
  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Review from Natasha H (Daughter of Resident) published on 18 June 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Since the new manager has started Otterburn has improved so much, from the understanding of my father to the training which has been introduced activities. Myself and my sister haven't been on holiday for 2 1/2 years due to care homes our father has been in we felt one of us always had to be here. 2
weeks ago we had our first holiday together as we know our father is safe and well and we trust the care at Otterburn.
Reply from Caron Williams, Home Manager at Otterburn

Thank you so much for sharing your lovely feedback about the care we are providing for your dad.

  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Review from Judith-Ann H (Mother of Resident) published on 14 June 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
We are most grateful to all the staff at Otterburn for the care, welfare, great kindness and compassion that is constantly shown to our Son. Initially, his behaviour was a problem. He is now much more settled and content due to their skill and patience. He has always been treated with dignity and affection.
Management has undergone many changes. Everyone presently is helpful, competent and welcoming and part of the lovely team. They will always have our gratitude.
Reply from Caron Williams, Home Manager at Otterburn

Thank you very much for your kind words - your lovely feedback means a lot to the team at Otterburn.

  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Review from Suzanne S (Friend of Resident) published on 28 April 2017 Submitted via Website • Report
Overall Experience 4.0 out of 5
I visit my friend once a week and feel very happy with the care she receives. The staff are always polite and ready to answer any questions I might have. They show great kindness to my friend. My friend has been there for 2 years and said she likes living at Otterburn. I like to keep my eye on things
and will voice my concerns if necessary.
  • Facilities
  • Care / Support
  • Cleanliness
  • Treated with Dignity
  • Food & Drink
  • Staff
  • Activities
  • Management
  • Safety / Security
  • Rooms
  • Value for Money
Current Review Score: 9.4 (9.383)

Overview of Review Score

The Review Score of 9.4 (9.383) out of 10 for Otterburn is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.7 out of 5 from 7 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 4.7 out of 5 from 7 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  1. 5 Points are available for the Average Rating from all Reviews in the last 24 months. The Average Rating of 4.683 for Otterburn is calculated as follows: ( (59 Excellents x 5) + (20 Goods x 4) + (3 Satisfactorys x 3) ) ÷ 82 Ratings = 4.683
  2. 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5'). The 4.7 Points relating to the number of positive Reviews for Otterburn is based on 7 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    1. 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 = 3.7
    2. 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 30 registered maximum number of service users is 6, which has been reached with 7 Positive reviews. Points = 1
  3. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
  4. If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

Care Quality Commission (CQC) Rating

Date: 26 Apr 2019

Overall Good

  • Caring Good
  • Effective Good
  • Responsive Good
  • Safe Good
  • Well-led Good
Care Quality Commission is responsible for the registration and inspection of social care services in England. View Latest Report

Bed Vacancies

Please contact us for latest vacancies.

Loading

Loading Loading

Loading

Loading

Awards / Recognitions (0)

Meet the Team (1)

Naomi

Naomi Jones

Job Title: Home Manager

Hi, I'm Naomi, Home Manager at Otterburn care home in Birmingham.

Frequently Asked Questions about Otterburn

What types of Care is Otterburn registered for?

Mental Health Condition, Physical Disability & Younger Adults are the registered (by the Care Quality Commission) categories of Care.

How many Rooms does Otterburn have?

There are 30 Single Rooms.

What are the Facilities & Services at Otterburn?

Own Furniture if required, Pet Friendly (or by arrangement), Close to Local shops, Near Public Transport, Minibus or other transport, Lift, Wheelchair Access, Gardens, Residents Kitchenette, Phone Point in own room, Television point in own room & Residents Internet Access are some of the Facilities & Services.

How far is Otterburn to the centre of Birmingham?

4.4 mile(s) as the crow flies, distance by road may be significantly further.

Information on this page is displayed without responsibility for its accuracy on the part of carehome.co.uk. Please contact Otterburn to verify any information. View our terms and conditions. Otterburn has an Enhanced Service - more info.