Millbrook Care Centre

Thank you for your review. We value all feedback as this helps us to improve on our service where required. The Millbrook follows the HC-One menus that are set for all homes, and we offer the same as all the other homes including our afternoon homemade lemon drizzle cake. The main menu has two choices however the chef does also cater for any other requests he may receive such as cheese on toast or jacket potatoes. For pudding, there is only one main, however, staff also offer yoghurts, fruit, cheese and biscuits. We are happy to provide alternatives so as to ensure our Residents nutritional needs are met. Please don’t hesitate to liaise with the Home Manager if you have any concerns so that they can be immediately addressed.

Thank you for sharing your details with us on carehome.co.uk after your Mother’s respite stay. We understand that the commode your Mother owned suited her needs more than the one we had available at the time. If you consider us again for respite care, we will endeavour to have one available in the care home.

With regards to the chair raisers, these are not a standard piece of equipment we have in use. If required, the physiotherapists are involved and raisers are then ordered. This process usually takes some time from requesting the appointment to equipment being in place.

We are very sorry that you were not informed about your Mother’s fall, our policy is to inform relatives and we apologise that staff failed on this occasion to follow this procedure. Your Mother was offered the opportunity to walk daily in her room but declined any assistance to walk elsewhere in the home. Once again thank you for all your comments which have been taken on board.

We apologise for the fact that the feel of the home has deteriorated recently, and that the standards of cleaning and service has not been to our usual high standards. There has been a new manager at Millbrook from June 2015 who has been employed to raise the standards in the home; this cannot happen without a few changes, and I am confident these are being made as quickly and as sensitively as possible. In addition, we have introduced a twice daily walk round check for the Home Manager to complete to spot issues and deal with them on a timely basis; this will ensure that areas falling short of our high standards are quickly spotted and addressed.

There have been 3 members of staff who have left recently (one retiring) and we have taken the opportunity to recruit more staff to these vacant positions to enable more flexibility to ensure we staff the home every day with Meridian employees. We are confident that as these new staff become fully proficient there will be an even more responsive service and continuity of personnel. In addition, occupancy has increased recently, and we are looking to recruit more staff to ensure there is a suitable level of trained staff working in the home to meet the increased demand for our services.

In relation to the missing hearing aids, we take every effort to be careful with a resident’s possessions, and when something goes missing we take this very seriously to find the missing items and or replace them if they cannot be found. In this instance we found the hearing aids for 2 residents within 3 days.