Review from E A (Granddaughter of Resident) published on 9 June 2023 Submitted via Postal Card • Report

Overall Experience

My family member has been a resident at Ernstell House for two years now and outside of lockdown I visited 3 - 4 times per month more often than not. I am disappointed to find that their bedroom is very dirty or that they have not been showered or dressed. It is also sad to see that there is very little

engagement and stimulation and that my relative spends the majority of their days on their own. I have never seen a manager or any management despite visiting regularly. A couple of staff are very good but a few are concerning. The food mostly looks very good.

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Review from D H (Husband of Resident) published on 21 February 2023 Submitted via Postal Card • Report

Overall Experience

I can only say that my wife is looked after exceptionally well I could not have a better place for her to be.

Reply from Donna Milne-Barron, Regional Customer Relations Lead at Ernstell House Nursing HomeThank you so much for taking time to write this review. It is a pleasure to be able to care for your wife. All of the staff work exceptionally hard and it really means a lot to them, to hear your kind words. Feed back from family is invaluable, thank you again.

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Review from Peter L (Son of Resident) published on 2 February 2023 Submitted via Website • Report

Overall Experience

Our mum came to this home with advanced dementia and could not have been placed anywhere better!
The entire staff, from reception, care (day and night), domestics, catering, laundry and management were caring, kind and supportive, not just to Mum but also to the family.
We cannot recommend this home

enough. If you have a relative that needs residential nursing care, then this should be your point of call.
Even when Mum sadly passed, all the staff were calm, professional and supportive of our family!
Thank you to everyone.

Reply from Rachel Wood, Regional Customer Relations Lead at Ernstell House Nursing HomeThank you for taking the time to write this wonderful review. It was a privilege to have cared for your Mum.
All of the team at Ernstell House are truly grateful for your kind words; thank you.

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Review from S M (Daughter of Resident) published on 6 January 2023 Submitted via Postal Card • Report

Overall Experience

I am very pleased with the care given to my mother and also the entertainment provided. The only things I am disappointed in is one of her hearing aids has been lost and the hairdressing facilities are not up and running. My mum has always had her hair done every week by a professional hairdresser which

she always enjoyed. I hope at some point along the way this can be remedied.

Reply from Rachel Wood, Regional Community Relations Lead at Ernstell House Nursing HomeThank you so much for taking the time to leave us a review, the team always love to hear such kind words. With regards to the Hairdresser, we are close to appointing someone soon and hope to be offering a great salon experience. Also, our Home Manager would be happy to discuss your loved ones' hearing aids and help to resolve this promptly.

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Review from J H (Wife of Resident) published on 9 November 2022 Submitted via Postal Card • Report

Overall Experience

My husband has blossomed since he moved into Ernstell House and the permanent staff are wonderful with him, caring and interested in improving his quality of life whilst recovering from a major stroke. The communal spaces are wonderful, it is a pleasure to visit him. It is a great pity that it is necessary

to rely on agency staff, most of which have no real interest.

Reply from Rachel Wood, Regional Community Relations Lead at Ernstell House Nursing HomeThank you for taking the time to write this review. We are incredibly proud of our dedicated team and will ensure your feedback is passed on to them.

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Review from L M (Sister of Resident) published on 9 August 2022 Submitted via Postal Card • Report

Overall Experience

I cannot thank Ernstell House/Waypoints enough for the way in which they have cared for my sister for the last nine years. Everyone is always so caring and attentive and their dedication to the residents is clear to see. Thank you for all you do each and every day.

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Review from A P (Son of Resident) published on 5 August 2022 Submitted via Postal Card • Report

Overall Experience

Only fault I have is lunchtime and evening meals very poor.
Carers and cleaners and management very good.

Reply from Sarah Webber, Marketing and Brand Manager at Ernstell House Nursing HomeThank you for taking the time to write this review. Firstly, I'd like to take this opportunity to thank you for your comments about our team. They are dedicated to delivering an outstanding care experience for each and every one of our residents, and we are incredibly proud of them.
With regard to your feedback on our menu - our team are committed to delivering an enjoyable dining experience for all of our residents, with well-balanced and wholesome meals catering to every taste and diet. We regularly receive compliments about our seasonal menu, and so we are disappointed to hear your feedback but will ensure this is addressed.
I hope we've addressed your comments, and thank you again for taking the time to provide us with your feedback which is always welcomed. If you'd like to discuss anything further though please do get in touch.

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Review from Jacqueline B (Wife of Resident) published on 15 June 2022 Submitted via Postal Card • Report

Overall Experience

My overall experience has and still is one of total awe for the way my husband is beautifully cared for. Never have I arrived without a warm welcome from the staff. I have been updated (even with trivial matters) on a regular basis. My husband looks well, comfortable, and generally contented living

at Ernstell House. Staff should though, in my opinion, be given free meals whilst performing long-houred duties.

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Review from Sean O (Son of Resident) published on 19 May 2020 Submitted via Website • Report

Overall Experience

The staff are second to none, very helpful. The home is one of the best that my dad has been in, all the staff go out of their way to look after people in the home. Most of the staff even stay on until its sorted. Staff is what makes this home and under the manager, it was a great place for my dad to

be in and I know he was safe and well looked after.

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Review from C E (Wife of Resident) published on 12 February 2019 Submitted via Postal Card • Report

Overall Experience

I have had my issues with the care for my husband, some quite important. I have discussed most with management as I wish to remain fair and also for important issues to be solved for future care. The staff, on the whole, are caring in what I'm sure are difficult circumstances but so very vital for very

vulnerable residents.

Reply from Samuel Snelling, Home Manager at Ernstell House Nursing HomeI am grateful for your ongoing feedback about the quality of the service. If you feel that things aren’t quite right, it is important to have an open and honest dialogue with us so we can work together to resolve any issues. I know you have had some concerns in the past and it has been a pleasure working through these with you and from our recent conversations I am delighted that you are much happier with the care of your husband. Thanks again for your review and we will continue to be there every step of the way for you and your husband.

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Review from Jan N (Daughter of Resident) published on 18 January 2019 Submitted via Postal Card • Report

Overall Experience

Very welcoming and caring staff. Go above and beyond in terms of making the patients feel looked after and even loved. Excellent Manager. Brilliant receptionist. Taken huge stress off me in terms of Mum being safe.

Reply from Samuel Snelling, Home Manager at Ernstell House Nursing HomeThank you for taking the time to review us. Our staff truly care about the people living at Waypoints and use the relative test, "is this what I would want for my mother/father?", to ensure a caring and 'family' atmosphere is maintained in the home.

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Review from June P (Wife of Resident) published on 18 January 2019 Submitted via Postal Card • Report

Overall Experience

The management and staff go out of their way to provide excellent quality of care and attention to detail.
My family and I have been assisted in every way possible to enable us to cope with my husband's poor health.
Food provided is always of excellent quality and catering staff will set meals aside

if service users are not able to eat at meal times.
All staff and management always keep me advised of my husband's daily condition and make him comfortable always.

Reply from Samuel Snelling, Home Manager at Ernstell House Nursing HomeThank you for your kind review. We strive to deliver high quality, flexible and person-centred care. I am pleased that your experience of Waypoints demonstrates this and that you feel, as a family, that you are supported by the team. It is our privilege to be part of your husband's journey and we will continue to be there every step of the way.

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Review from Helen L (Daughter of Resident) published on 17 December 2018 Submitted via Website • Report

Overall Experience

We have been so lucky to find such a wonderful, caring environment for my dad. The progression of his condition over the past 8 months has been extremely distressing for us as a family and the thought of moving him into a care home was unfathomable. Yet here we are, in our new “normal” still finding

positives and making vital memories for us all.
My dad is extremely well cared for and the support extends to my mum and us all whenever we visit. The care provided by every member of staff is personal and exceptional. The food is fantastic and the setting is brilliantly thought out for those suffering from the many forms of dementia.
Even on bad days, we have been able to find a smile and I am so grateful for everything they do to enable my dad to continue on his journey with dignity and understanding. If only all care professionals could spend time learning from the team at Waypoints.

Reply from Samuel Snelling, Home Manager at Ernstell House Nursing HomeWe are so pleased that you have taken the time to share your experience of Waypoints. Moving into a care home can be a difficult, challenging and emotional journey and we do our best to make that transition as seamless as possible. We pride ourselves on family focused care (and good, home cooked food!) to ensure that everyone involved in the persons care and life gets the help and support they need. Thank you again for your comments, reviews like this are treasured by the team.

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Review from Kath S (Wife of Resident) published on 12 December 2018 Submitted via Website • Report

Overall Experience

Over the last 7 months, Waypoints have become a major part of our lives and given wonderful care to my husband. They've given me the support I've needed during very emotional and difficult times. The staff are so caring and respectful of my husband's needs and give him the love and comfort he needs.

I've seen the care given to all residents, from wonderful meals to support with their own needs and I have never heard a cross word. For us, as a family, they are enabling us to continue making memories.

Reply from Samuel Snelling, Home Manager at Ernstell House Nursing HomeWe are so delighted that you have found the care and support given to you and your husband the pinnacle of your experience at Waypoints. We strive to care not only for the people living in the home, but also the family of the person. Our dedicated team are committed to what they do and see themselves as an extended family of the people they care for. Thank you for your kind words and for taking the time to share your experiences.

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Review from Jacqueline H (Daughter of Resident) published on 12 February 2018 Submitted via Website • Report

Overall Experience

My mum has been a resident at Waypoints Plymouth for 3.5 years and I have always been impressed by the professional care she has received and the incredible, loving attitude shown by everyone at the home. No matter what the circumstances, they have always respected her dignity. Over the last couple

of months, she has been ill with jaundice and deteriorated to the point where we didn't think she was going to pull through. Over the last week, I have spent a lot of time in the home and it brought home to me just what a lovely family atmosphere they have created and I was amazed by the attitude of everyone, management, nurses, carers, cleaners and restaurant staff. They all showed both my mother and myself an incredible amount of care and provided much-needed support.
I live 4 hours away from Plymouth, it's always hard to leave her but I am able to leave knowing she is well looked after. I cannot thank everyone at the home enough.

Reply from Samuel Snelling, Home Manager at Ernstell House Nursing HomeThank you for your lovely feedback, it really is important to us. Your sentiments truly encapsulate the vision we aim for at Waypoints. I am glad you and your Mum feel so well cared for and part of the Waypoints family.

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Review from Jackie C (Daughter of Resident) published on 24 November 2017 Submitted via Website • Report

Overall Experience

My mother was a resident of Waypoints for the final year of her life.
Following a hospital admission, she returned home to Waypoints where she received outstanding end of life care.
Mum was treated with dignity, compassion and kindness at all times and by all staff.
Waypoints worked with the local

hospice team to ensure that mum remained free from pain and comfortable. I was kept informed and involved in all decisions made about mum's care.
The guest room enabled me to be with mum for her final week, and I was shown such kindness and empathy from all the staff which helped me so much at such a difficult time.
Truly excellent end of life care.

Reply from Samuel Snelling, Home Manager at Ernstell House Nursing HomeIt was a privilege to know and care for your Mum, she was a wonderful character with her wit and determination shining through. The staff were very fond of her and we were all saddened by her passing. Thank you for your kind words and our thoughts remain with you at this difficult time.

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Review from Julie A (Daughter of Resident) published on 11 October 2017 Submitted via Website • Report

Overall Experience

My father was a resident of Waypoints for the last ten days of his life. The care which he - and we the family - received from the management, nurses and carers was remarkable. Each and every member of staff took the time to get to know us all. They were endlessly attentive not only to Dad's needs

but to ours as well.
The nursing staff liaised with doctors to ensure that pain relief increased at the appropriate rate. Care staff maintained Dad's comfort and dignity throughout. The use of the guest room allowed my brother and I to be with our father constantly for his last few days, which now gives us great comfort.
End of life care was a new service from Waypoints, but we would encourage them to continue and expand, to offer this to other families in need of such help at such a sensitive time.

Reply from Samuel Snelling, Home Manager at Ernstell House Nursing HomeWe were privileged to nurse your Dad during the last days of his life and we are pleased that we brought comfort to the family at this difficult time. Whilst we didn’t have long to get to know your Dad, we could see that he was a special man and was much loved by all those around him. Whilst our nursing and care team are experienced in providing end of life care, as a dementia specialist home we seldom accommodate new residents who need immediate end of life care (not related to dementia); however, where possible, we will always try and accommodate people like your Dad, especially at a time of crisis, to ensure people get the most appropriate care and/or treatment when they need it most. Thank you for your lovely comments.

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Review from Inge S (Daughter of Resident) published on 19 May 2017 Submitted via Website • Report

Overall Experience

Our Dad was a resident at Waypoints until his recent death. We couldn't fault the care he received there. All the staff we dealt with were really caring and built up a relationship with Dad. Although many of the residents have challenging behaviour, it is a surprisingly calm atmosphere and very well

managed. They were particularly supportive during his last days. Waypoints is a really well-designed environment. There are four wings over two floors, each with its own lounge, set around a central courtyard. Bedrooms are a good size, all en-suite. There is also an enclosed garden, a conservatory and an activity room. The food is cooked on site and is excellent. The best feature for me is that residents are free to sit in their own rooms or access any of the facilities freely. Dad was previously in a horrible home where residents could be taken out of their rooms each morning to spend the day in a noisy lounge with inane TV which was very distressing to someone with dementia.

Reply from Danielle Riley, Operations Assistant at Ernstell House Nursing HomeYour Dad had been at our home for three years and was much loved by everyone. He smiled for everyone and always had something nice to say starting off with the usual ‘Hello Darling’. You could always catch him for a good conversation knowing he would always make you laugh. He will be truly missed at Waypoints.

We work really hard at all of our Waypoints homes to provide care that is appropriate to each individual by building relationships with all our residents and providing dementia-friendly facilities so that they may feel as loved, safe and comfortable as possible. To have this recognised in a review is fantastic – thank you, it is really appreciated.

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Ernstell House Nursing Home

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Ernstell House Nursing Home Reviews (38)

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