Foxbridge House

Thank you for taking the time to write a review for Foxbridge House and we are pleased to see you have given positive scores for the facilities, rooms and overall cleanliness of the home and that you find our communal café ideal for spending time with family. We are sorry to read about your concerns and we welcome feedback that will help us improve the service we provide. We would like to assure you that we include agency staff on our training programmes and only request agency staff that have experience with residents living with dementia. We also ensure our staffing meet the daily required levels and this is exceeded should residents needs increase. A new vegan diet has now been implemented which we are pleased to say your wife has been enjoying. Unfortunately, at times residents may decline personal care but we would be happy to discuss this concern privately. Finally, we would just like to assure you we are doing our best to improve and manage the labelling of clothing on admission so clothing can be stored safely in resident’s rooms.

Thank you for your feedback and we are sorry that you didn’t feel able to raise this at the time, as this would have given us the opportunity to discuss your concerns in detail and provide reassurance. We would like to confirm that your aunt’s catheter bag is managed by the district nurse team, and they have prescribed her a long tube bag. Residents’ dignity is an absolute priority to us and so we have requested that for the next delivery these are a shorter tube to allow the catheter to be worn more discreetly under the skirt. We have tried applying a catheter sock, however, your aunt requested this was removed and for her best interests the bag is now secured by leg straps.
Music is often played in the suite lounges as it creates a relaxing environment for residents and helps to evoke reminiscence, movement, and communication. The music should be played at a reasonable level and this is monitored by the care team. On rare occasions, residents do turn the music up, and colleagues do return it to a more acceptable level so everyone can enjoy it. All visits are currently taking place in residents’ rooms only and so the music playing in communal areas should not be a disturbance to these visits.
If you would like to discuss this further, please do contact the home manager.

Thank you for your positive comments about the care and support we provide at Foxbridge House and we are grateful for your constructive feedback. We are sorry to hear the food offering did not meet your expectations on this occasion. Your brother-in-law did inform us at the time that his meal was not hot enough and we rectified this for him immediately. The equipment we serve the meals from should ensure both the plates and the meal itself are of an adequate temperature but are now also using a temperature probe to ensure that meals are being served at the correct temperature.

Thank you for bringing your concerns to our attention. We would like to use this opportunity to offer our apologies for the frustration this has caused you and your brother. We do review the weekly program, to ensure activities were more varied and an activity was offered to all residents, living on every floor, within Foxbridge House. We know that when we spoke you told us your mum often tells you she doesn’t get offered activities. We have spoken to the team and although they have been asking her to join in with activities, including a trip out for lunch, she has declined, although she does take part in some activities on Willow. In relation to the minibus, we only have a set number of staff who can drive it currently as we have had some changes in roles, however, we have organised training imminently and will be utilising the minibus as much as possible very soon. The updated activities program is available in the reception area at Foxbridge but I can arrange for it to be emailed to you if you would like. I hope the response provided meets your expectations, however, if you would like to speak about this further, please do call or drop into the home and speak to the manager. We do take your concerns and feedback seriously and would like to thank you for taking the time to share your views.

Thank you for your positive comments regarding the friendliness of our staff and cleanliness of the home, we are grateful for your constructive feedback. We are sorry to hear that the food offering has not met your expectations. We do take great care in our menu planning to offer a variety of choice for residents. I am sure that the Home Manager, would be more than happy to discuss your husband’s preference with you so we can create a meal plan that will suit his individual requirements. In regards to help with forms, we are always on hand to help with these, please do just ask. We endeavour to get back to all enquiries, but I can assure you this will be looked in to.

Thank you for taking the time to complete the feedback card, we have noted your comments. We have particularly noted the comments about the menu and activities program. I would like to take this opportunity to inform you of that we are currently reviewing our menu with our senior chefs in the company as we would agree it is time to take a look at the dishes on offer. We would like to take the opportunity to invite you and your Mother to be involved in that process, and we will be asking other residents and families to be involved in those choices too on a regular basis.

Looking at your comments for the activity program, again we would welcome you and your Mother to take part in the planning processes and put forward some new ideas. We do pride ourselves on our activity program as we currently base it on feedback of the events enjoyed and what requests are made by Residents within the Home. However, one size does not fit all, so further comments are always welcome.

We do encourage our residents and relatives to join our meetings, again feedback can be discussed and ideas can be shared and actions agreed and shared with other families. The dates of the meetings are on each unit on display and the Home Manager has an Open Door policy, please feel free to speak with her with any concerns, issues and ideas.