Heather View, Crowborough, East Sussex
Heather View, Crowborough, East Sussex
Heather View, Crowborough, East Sussex

Heather View, another home from established care provider Care UK, offers superior quality care and luxury accommodation.

Featuring Care UK’s unique internal ‘village’, with Doyles coffee shop, Tea on the Green tearoom, a cinema, hairdressing salon and small store, Heather View offers residents an opportunity regain their active social lives and enjoy a community atmosphere.

With a wide range of activities and day trips on offer there’s something for everyone, whatever their hobbies or interest.

Group: Care UK Nursing & Residential Care Services

Person in charge: Trish Banks (Manager)

Local Authority / Social Services: East Sussex County Council (click for contact details)

Type of Service: Care Home with nursing – Privately Owned , Registered for a maximum of 74 Service Users

Registered Care Categories*: Dementia • Old Age • Physical Disability • Sensory Impairment

Specialist Care Categories: Hearing Impairment • Visual Impairment

Admission Information: Ages 55+.

Single Rooms: 74

Rooms with ensuite WC: 74

Facilities & Services: Palliative Care • Respite Care • Convalescent Care • Own GP if required • Own Furniture if required • Pets by arrangement • Smoking not permitted • Close to Local shops • Near Public Transport • Minibus or other transport • Lift • Wheelchair access • Gardens for residents • Bar/Cafe on premises • Residents Kitchenette • Phone Point in own room/Mobile • Television point in own room • Residents Internet Access

Latest Care Quality Commission* Report on Heather View: click here

* Care Quality Commission is responsible for the registration and inspection of social care services in England.

Bed Vacancies

Please Contact Us for Latest Vacancies

Reviews

7.6 Heather View has a Review Score of 7.6 (7.599)

The Review Score of 7.6 (maximum of 10) for Heather View is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.5 out of 5 from 22 Reviews over all time. This Average Rating is also the rating value for Heather View in Google's Search Results - more info

  • b) The score for the number of positive Reviews is 3.1 out of 5 from 1 positive Reviews in the last 12 months.

  • a) 5 Points are available for the Average Rating of all Reviews over all time. For each review the Care Home / service is rated Excellent, Good, Satisfactory, Poor or Very Poor on a number of areas eg Staff, Management etc. The Care Home receives points for each rating as follows: Excellent = 5. Good = 4. Satisfactory = 3. Poor = 2. Very Poor = 1. These points are added up and then divided by the total number of completed ratings to generate the average rating.

    The Average Rating of 4.531 for Heather View is calculated as follows: ( (163 Excellents x 5) + (77 Goods x 4) + (21 Satisfactorys x 3) + (1 Very Poors x 1) ) ÷ 262 Ratings = 4.531

  • b) 5 Points are available for the number of Positive Reviews in the last 12 months. If there are no Positive Reviews in the last 12 months, then 2.5 points are available for the number of Positive Reviews in the last 2 years. A Positive Review is defined as any Review with 'Extremely Likely' or 'Likely' in answer to the question 'How likely are you to recommend this Care Home to friends and family if they needed similar care or treatment?'

    The 5 points available are broken down as follows:

    1. 4 points are available for the first 5 Positive Reviews, 3 points for the first Positive Review and then 0.25 Points for each of the next 4 Positive Reviews.

    2. 1 point is available for reaching a target number of Positive Reviews based on 20% of the number of registered maximum number of service users. If the target is partially reached then that proportion of 1 point is given. eg a Care Home with 50 registered maximum number of service users has a target of 10 Positive Reviews, if it has 10 or more Positive Reviews it will receive 1 point, if it has 7 reviews will receive 0.7 points.

    3. If there are no Positive Reviews in the last 12 months, then 2.5 points are available for the number of Positive Reviews in the last 2 years. The calculation is the same as above, except the points are divided by 2.

    The 3.068 Points relating to the number of positive Reviews for Heather View is based on 1 positive Reviews in the last 12 months and is calculated as follows:

    1. 3 = 3

    2. Target of 14.8 positive Reviews (74 registered maximum number of service users ÷ 5). 1 Reviews ÷ 14.8 Target = 0.068

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.


Average Ratings

  • Excellent
    13
  • Good
    9
  • Satisfactory
    0
  • Poor
    0
  • Very Poor
    0
  • Don't Know
    0

How Likely are the Reviewers to Recommend Heather View?

  • Extremely LIKELY
    18
  • Likely
    3
  • Don't know
    1
  • Neither Unlikely or Likely
    0
  • Unlikely
    0
  • Extremely UNLIKELY
    0

Reviewer Connection to Heather View

  • Daughter of Resident/Service User
    8
  • Son of Resident/Service User
    6
  • Daughter-in-law of Resident/Service User
    2
  • Grandson of Resident/Service User
    2
  • Friend of Resident/Service User
    1
  • more

All of the staff at Heather View are exceptionally caring and at the same time professional. Every request from myself and family is met without question.
My parents moved here in January 2016. The care they received before my father's death in March was outstanding. My mother remains there and is more than happy with the care and consideration she is given.

How likely would you be to recommend Heather View? Extremely Likely

Average Rating: 

 4.4 out of 5

Overall Standard: Excellent

Facilities: Good

Care / Support: Excellent

Cleanliness: Satisfactory

Treated with Dignity: Excellent

Food & Drink: Good

Staff: Excellent

Activities: Good

Management: Excellent

Safety / Security: Excellent

Rooms: Good

Value for Money: Good

From our first visit the Heather View, we felt welcomed. All members of staff are extremely helpful and always smiling.
It feels as though we are part of a very happy family. Everywhere is spotlessly clean and well maintained. An excellent care home where nothing can be improved.

How likely would you be to recommend Heather View? Extremely Likely

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

Heather View is a very welcoming, friendly clean home. The staff are always helpful and professional at all times. I am always greeted with a smile, not only from my grandparents but staff too, which means that it is a happy home. Loads of activities, really good food (according to my grandad) compliments to the chef!
To sum up I couldn't wish more for two lovely people in their final years (although very expensive).

How likely would you be to recommend Heather View? Extremely Likely

Average Rating: 

 4.8 out of 5

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Satisfactory

Very happy with the standard of care that my mother has been receiving over the last two years. I cannot fault the staff for their kindness and patience with her. I feel comfortable in knowing that she's being well cared for both day and night.

How likely would you be to recommend Heather View? Extremely Likely

Average Rating: 

 3.8 out of 5

Overall Standard: Good

Facilities: Good

Care / Support: Excellent

Cleanliness: Satisfactory

Treated with Dignity: Good

Food & Drink: Good

Staff: Excellent

Activities: Good

Management: Good

Safety / Security: Satisfactory

Rooms: Satisfactory

Value for Money: Satisfactory

Clean and welcoming, staff always friendly and most use my name which personalises the care visits by myself and my elderly mother.
day and individual rooms always kept in good condition, with a restaurant feel to the dining room which is a good touch.
Need for a daily "bib" to catch dropped food is essential for my father who can only use one arm and hand and frequently drops food in his lap, leading to frequent clothes changes which could be avoided. Extra cost in washing for the home! and a dignity aspect for my dad especially when he has friends and family visitors. My father has received excellent general care, he is compliant and able to converse with staff which has helped to build a good caring relationship. Thank you.

How likely would you be to recommend Heather View? Extremely Likely

Average Rating: 

 4.5 out of 5

Overall Standard: Good

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Good

Treated with Dignity: Good

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Good

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Satisfactory

Samantha Debenham, Marketing Support Administrator at Heather View responded to this review on 14 Oct 2016:

We’re grateful for your feedback and are delighted with the positive comments and scores for the care and support we provide, as well as the facilities, food and activities at Heather View. In regards to the difficulties your father had eating at mealtimes, I understand that the team leader has already been able to rectify this for you, but of course please do contact the home manager or any other members of the senior team at the home if there is anything else we can help with. Thank you very much again for your kind feedback.

All staff are extremely caring and professional, very clean and tidy all around the home. My grandparents seem very happy there and say it's like a 5-star hotel.

How likely would you be to recommend Heather View? Extremely Likely

Average Rating: 

 4.9 out of 5

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Good

I cannot praise all staff enough for making my mother and father feel welcome and at ease with their surroundings, everyone is so friendly, kind, accepting and very patient. Every request/questions are dealt with promptly and efficiently. Every one of the staff is willing to please, with a smile always, from cleaner, chefs, right up to and including management. What more can I say....where I thought I was "losing" my parents; instead I have gained an extended family! Many many thanks to one and all included!

How likely would you be to recommend Heather View? Extremely Likely

Average Rating: 

 4.9 out of 5

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Good

I have always found Heather View to be helpful and accommodating in caring for both of my parents. My mother has advanced vascular dementia and receives first class care and supervision is of great relief and comfort. Similarly when my father was no longer able to cope alone. I was able to turn to Heather View and since moving there he has settled in well aided by the first class care on hand.

How likely would you be to recommend Heather View? Extremely Likely

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

Heather View provides an excellent level of service and care. It is extremely well led by a strong and experienced management team, supported by outstanding staff who always go the extra mile. Residents receive personalised care and are respected as individuals by all areas of the service, management, catering, housekeeping, maintenance, activities, administration and of course the care teams. The excellent physical resources/environment is matched by a consistently positive, professional and happy atmosphere.

How likely would you be to recommend Heather View? Extremely Likely

Average Rating: 

 4.8 out of 5

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Good

Management: Excellent

Safety / Security: Good

Rooms: Excellent

Value for Money: Excellent

Since my mother has been at Heather View (nearly 2 years ago) I have felt that her care has been very good. The staff and management have been very supportive, patient and understanding with her. They are an example in general of what all good care homes should be. They have a good standard right across the board. I am so glad that my mother is here.

How likely would you be to recommend Heather View? Likely

Average Rating: 

 4.3 out of 5

Overall Standard: Excellent

Facilities: Good

Care / Support: Excellent

Cleanliness: Good

Treated with Dignity: Good

Food & Drink: Good

Staff: Good

Activities: Good

Management: Excellent

Safety / Security: Good

Rooms: Good

Value for Money: Good

My mother has been a resident here for 19 months. I have been delighted with the care that she gets here and she is very happy. The staff are amazing. The care they give is second to none. I cannot fault it and I know three friends who have family members in here now, because of my recommendations and they are delighted too. I'm so glad I chose it.

How likely would you be to recommend Heather View? Extremely Likely

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

On the whole, the home is very good. Being well led by the manager. The team leaders seem capable but seem pushed for time, making it difficult at times to be able to speak to them. This also applies to the carers. At times it's hard to find anyone to have a word with especially at the weekends. The majority of the carers are friendly and courteous, being very kind and caring towards the residents. I have no experience of the night staff as I have never been at that time. The use of agency staff is always difficult as continuity and communication with everyone fail somewhat. The food is good. The chef and the kitchen team do a good job as do the housekeeping and laundry team. The handyman is very capable and always willing to help. The reception staff are all helpful and kind.

How likely would you be to recommend Heather View? Extremely Likely

Average Rating: 

 4 out of 5

Overall Standard: Good

Facilities: Good

Care / Support: Good

Cleanliness: Good

Treated with Dignity: Good

Food & Drink: Good

Staff: Good

Activities: Good

Management: Good

Safety / Security: Good

Rooms: Good

Value for Money: Good

Samantha Debenham, Marketing Support Administrator at Heather View responded to this review on 15 Sep 2016:

We’re grateful for your feedback and are delighted with the positive comments and scores for the care and support we provide. Regarding staffing levels, I would like to assure you we do a full dependency analysis for each resident which is used to plan staff deployment accordingly to make sure care is safe and appropriate for each resident’s needs, 24 hours a day, seven days a week. However, we do take your concerns and feedback seriously and would like to thank you for taking the time to share your views - we will arrange for a manager at the home to get in touch and discuss this further with you in person.

In one incident my mother let go of her zimmer frame and fell in the corridor, within seconds there were five carers rushing to help her. The staff are friendly and helpful and my mother has often said she is happy here. She enjoys the singing activities and the visiting dogs. The home is light and airy and clean and has a nice garden for residents and visitors to sit in.

How likely would you be to recommend Heather View? Extremely Likely

Average Rating: 

 4 out of 5

Overall Standard: Good

Facilities: Good

Care / Support: Good

Cleanliness: Good

Treated with Dignity: Good

Food & Drink: Good

Staff: Excellent

Activities: Satisfactory

Management: Good

Safety / Security: Good

Rooms: Excellent

Value for Money: Satisfactory

Mum was no longer able to manage following a fall and I had to take the agonising decision to admit her to a home. I was extremely worried but mum has been treated so well, is clean, well fed and stimulated. The staff without exception are efficient, well trained, kind and compassionate, and they have been mindful of both my needs and mums. I am very happy with all aspects of the home.

How likely would you be to recommend Heather View? Extremely Likely

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

My Mother-in-Law, in her 80's suffered from dementia and despite excellent reviews and reports, we were unhappy with the atmosphere/level of care at the places we saw. We live in Crowborough and my friend's mother was a resident at Heatherview. Her mother also had dementia and she said she could recommend the home. After a visit ,observing it was streets ahead of anything else we had seen, we moved her into the home. We are so glad we did as her mental state deteriorated and the staff there were so well trained and lovely with her. We never saw anything but patience and kindness shown to residents by all members of staff. The food, hygiene and levels of care both pastorally and medically were second to none. The atmosphere is a happy one among both staff and residents. Sadly, she passed away recently, but as usual, the staff handled things in a very kind but professional way. She was always treated with respect and we were grateful that she ended her days in such a caring and lovely environment.

How likely would you be to recommend Heather View? Extremely Likely

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

A happy healthy environment. All are well cared for and individual needs are well met. Too often plans are made but cannot be met... finance??.. shame.

How likely would you be to recommend Heather View? Extremely Likely

Average Rating: 

 4.7 out of 5

Overall Standard: Good

Facilities: Good

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Good

Management: Excellent

Safety / Security: Good

Rooms: Excellent

Value for Money: Excellent

Staff are extremely friendly and warm. My mother appears to be very well cared for. The bathroom is always very clean. On a couple of occasions, I have had to point out that her duvet was a little grubby (she eats in bed) and noticed the carpet required hovering. I am aware there have been some staffing issues as there have been agency nurses over the past few months. My concern is that the wonderful permanent staff have extra pressure training up and familiarising agency staff. I am aware of some discontentment, good staff of all levels should be respected, rewarded or they may seek employment elsewhere.

How likely would you be to recommend Heather View? Likely

Average Rating: 

 4 out of 5

Overall Standard: Good

Facilities: Good

Care / Support: Excellent

Cleanliness: Good

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Satisfactory

Management: Satisfactory

Safety / Security: Satisfactory

Rooms: Good

Value for Money: Satisfactory

My husband has been in Heather View for three weeks, following a four week stay in hospital. He is bedridden and is refusing to eat. The staff are very concerned about his welfare and try hard to entice him to ear ( he did not eat when in hospital). They encourage him to drink and are very patient with him. The personal care is very good too. He has neuropathy and his feel are very painful, but the nurses/carers are very attentive and try to keep him comfortable. He has moderate Alzheimer's so is unable to always communicate his needs. Activities are not applicable but the organiser of events does call in to see my husband.

How likely would you be to recommend Heather View? Extremely Likely

Average Rating: 

 4.8 out of 5

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Good

Staff: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Good

Very good room and bathroom, nice and large and always warm. Just a few things lacking. When I come to visit I find I have to tidy residents up after breakfast or lunch, i.e wash hands as still food all over them and face. Food on the floor not cleaned up and I always have to wipe her table as its sticky with food. Overall everyone seems nice enough.

How likely would you be to recommend Heather View? Don't know

Average Rating: 

 3.9 out of 5

Overall Standard: Satisfactory

Facilities: Excellent

Care / Support: Satisfactory

Cleanliness: Satisfactory

Treated with Dignity: Satisfactory

Food & Drink: Good

Staff: Good

Activities: Good

Management: Good

Safety / Security: Excellent

Rooms: Excellent

Mostly good care with care assistants that are permanent. Agency staff not so good, information doesn't always seem to be passed on.

How likely would you be to recommend Heather View? Extremely Likely

Average Rating: 

 3.7 out of 5

Overall Standard: Good

Facilities: Excellent

Care / Support: Satisfactory

Cleanliness: Good

Treated with Dignity: Good

Food & Drink: Satisfactory

Staff: Satisfactory

Activities: Very Poor

Management: Satisfactory

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Good

Always friendly and prepared to help. Some days they are very busy and seemed to need more staff to help get all residents up and dressed. They make extra effort to get mum up if I arrived earlier than normal. The staff do more than required, even to help on their day off.

How likely would you be to recommend Heather View? Likely

Average Rating: 

 4.3 out of 5

Overall Standard: Good

Facilities: Good

Care / Support: Excellent

Cleanliness: Good

Treated with Dignity: Excellent

Food & Drink: Good

Staff: Excellent

Activities: Good

Management: Good

Safety / Security: Good

Rooms: Good

Value for Money: Good

In a difficult environment, both management and staff do an excellent job. Residents are often uncooperative and at times downright unpleasant, but duties are undertaken with a high degree of empathy, compassion and professionalism. The quality of food, level of cleanliness and laundered items never ceases to amaze , bearing in mind the lack of care and hygiene exercised by residents. All in all an excellent management team who employ people of similar quality.

How likely would you be to recommend Heather View? Extremely Likely

Average Rating: 

 4.8 out of 5

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Good

Management: Excellent

Safety / Security: Good

Rooms: Excellent

Value for Money: Excellent

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Awards / Recognitions

December 2016

Job Vacancies

Staff Profiles

Natasha

Natasha King

Job Title: Deputy Home Manager

Description:

I’m passionate about my role and the home. I like to see lots of smiles and interaction with staff and residents. A good working day for me is to know that I have given my all to my team and to residents, knowing that they have all had a good day and that the care they’ve received has been the best.

Before joining Heather View I’d worked in independent care homes for ten years. I wanted to stay in the care sector while developing my skills and career. Care UK really helps you to progress – I actually started as a senior care assistant but was offered a promotion to deputy manager.

I think my proudest moments at Care UK were being nominated for the Team Leader of the Year award in the Care UK Residential Care Services Awards in 2013, and then being promoted to my current role. I’m now really looking forward to continuing to make Heather View the best dementia care home in the area, delivering the best possible service.

Trish

Trish Banks

Job Title: Home Manager

Description:

When I was approached to work for Care UK I was managing an independent care home in Rusthall. I researched Care UK and was impressed with the range of services they provide in the care sector. The opportunities for employees to move within the company and progress in their career was also a factor which helped me to make the decision.

What I love most about my role is that every day is different. My favourite part of the day is walking around Heather View and spending time with residents and colleagues, and seeing residents enjoying themselves. I also enjoy meeting with relatives and attending our social events. You have to be a good communicator in this role. It’s key to ensuring that my team feels valued and supported, as is helping them to feel that they can express their views and share their ideas.

With their input I aim to make Heather View care home a friendly, homely place for everyone who lives, works and visits here.

Care Home Idol 2016

There are currently no Care Home Idol entrants who have performed at Heather View