Castlehill Specialist Care Centre

My mother has been in the home for 3 years. She is not the easiest of people to look after, given her level of dementia which can result in her being aggressive towards staff and other residents. The staff are very good at anticipating her needs, giving the appropriate level of care to minimise her distress. She is well looked after, clean and well fed. There are always plenty of staff around, they are caring, professional and friendly to their residents and visitors. I count my blessings daily that she is in this home

Shocking! On a number of occasions, my grandad has been found in such a sorry state, wet through, freezing cold, not been dressed. All of these are basic needs and have not been met. His personal care has not been seen to and neither has his emotional care. Expressed concerns time and time again to be met with “I’m sorry... we have no excuse.” Shocking, avoid at all costs for your loved ones.

Overall my experience of Castlehill has been wholly positive.

I have to say I was worried about moving her here at first but I definitely feel it’s the best move made and would recommend this home with a happy heart.

Castlehill stepped in at a time when Mum's care home was no longer able to look after her. The care staff are so attentive and kind, Mum improved dramatically within a week of her moving in. The wellbeing staff are constantly finding things for the residents to do and involve the families. The front of house staff are as involved with the residents as the rest of the teams. The housekeeping teams are keeping the home clean. Negatively, it can prove a challenge to speak to managers. The décor is looking dated in places and could do with a spruce, particularly with the new build opposite. Overall I would say Castlehill is a good provider.

Appalling... this is the kindest thing I can say. My father had been in a D to A bed at Castle Hill for several weeks, he has today been moved to his forever home, and within 2 hours of arrival, he had been showered, shaved and had his hair cut. When he left Castle Hill he looked like a tramp, despite the social worker explicitly asking for his hair to be cut, wearing clothes that did not belong to him, carrying a bag with a few scraps of clothing in, again not all his own, not the two heaving bags of belongings he arrived with at Castle Hill. Communication with Management is non-existent and calls are never returned. The floors throughout the home are sticky and dirty. I cannot fault the kindness of the workforce, they are all super friendly and pleasant and were lovely to my dad, however, I cannot imagine they feel proud to work at Castle Hill, the management really need to step up and allow the residents some dignity and show them some respect. I will be taking my concerns further.

We have been so unhappy that we moved my dad today. On leaving Castlehill, his wallet with money, bus pass and photo of my dad with my late mum is missing. He has no underwear, socks and over half his clothes are missing (which were labelled). They had bagged up shabbily his other clothes and some were labelled with other people’s names. We are absolutely disgusted at the unclean toilet (won’t go into details) not just his room but all the floors were disgusting. The cleaning firm are clearly not doing their job. The manager is an absolute waste of space for communication to others and does not care one bit. Speaking to some staff they all have issues with her as well. It’s all about money and absolutely nothing about the care for the residents. If you’re thinking of this place for your loved, don’t bother. They should be ashamed and will be reported. I could list so much more that’s wrong with this place. Not fit for purpose is what I am saying. The admin are shocking!

My wife came to stay here from home, and since being at Castlehill, I feel she has been looked after very well by all staff, and she certainly enjoys the lovely food. The manager is approachable and very helpful; she guided us through a very simple process of moving my wife here. I feel safe in knowing my wife is looked after and is safe and secure.

The staff are very friendly my wife is well looked after and all her medical needs are adhered to. Activities are excellent and I really enjoy the social interaction with my wife and the staff. The food is satisfactory. The cleanliness overall is good. The management are approachable and I feel my wife’s needs are met.

Castlehill Specialist Care Centre kindly took care of my father during a very difficult time during his dementia, when basically no one else would or could. They immediately came to my family's aid and significantly helped at a time of crisis and for this I'll be forever grateful. The staff were excellent to deal with in the front office, as were the nursing team up on his floor. They also showed great flexibility and understanding in moving Dad to new, more suitable room during his stay. This all helped set Dad up well for the next stage of his care. Many thanks again.

Don't judge a care home by its brochure. Almost £1500 a week for people in the latter stages of their lives to be treated badly. 95-year-old attacked in their own, private room while they slept yet no official report made. 10+ hospital admissions to A&E over a 7 month period. 80% of falls made by the resident witnessed by 0 members of staff. Personal items including teeth and clothes lost and not replaced. Numerous important hospital appointments missed due to staffing levels. Whole 2nd floor staffed solely by temps, many who don't have a clue. Constant promise of return phone calls when concerns raised, yet family always having to chase up numerous times with no apology, only excuses. Resident went from a proud, healthy looking man to frail, gaunt, bruised and unkempt in less than 5 months. Reported to welfare and safeguarding on no less than 15 occasions over a 7 month period due to countless breaches of health, safety and care. A disgrace!

All concerns were raised with management, Safeguarding, and CQC.

Castlehill is a beautiful building and everything has been thought of down to a tee. The manager and deputy manager are amazing, if staff have any issues they are quickly addressed and very approachable. The manager is good with the service users, will get involved and even cover shifts if needed, never known a manager like it. I must say she has made this feel like a family environment. Keep up the good work.

It is really hard during the lockdown, but the staff have kept me up to date and sent some really lovely photo's and videos; they couldn't be more caring.

You made sure she wasn’t alone and that her final days were happy, you made sure she wasn’t alone.

Beautiful place and surroundings.