Merlin Manor Care Centre

Merlin Way, Hartlepool TS26 0BF
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9.7 76 Reviews
  • Merlin Manor Care Centre, Hartlepool
Merlin Manor Care Centre is located in Hartlepool and offers residential care as well as nursing care.

This purpose built care home offers personalised care in a modern environment and operates on the ethos that every resident is unique.

It has lovely outdoor areas and spectacular views.

All the bedrooms have wet rooms and residents can socialise in the lounge diner. The home even has a salon and a nail bar so residents can get a pamper when needed.

Staff are highly trained and the dignity of the residents is at the heart of their care.
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Care Provided by Merlin Manor Care Centre

Primary Care Categories

  • Older Person Care
  • Dementia
  • Mental Health Condition
  • Physical Disability
  • Visual / Hearing Impairment

Length of Stay

  • Permanent Care
  • Respite Care

Care Types Provided

  • Residential Care
  • Nursing Care
  • Dementia Residential Care
  • Dementia Nursing Care
  • For a maximum of 94 Service Users

Dementia Care Types

  • Mild Dementia
  • Moderate Dementia
  • Advanced/Complex Dementia

Other Care Provided

  • Parkinson's Disease
  • Stroke
  • Palliative / End of Life Care
  • COPD/Pulmonary Disease
  • Acquired Brain Injury (ABI)

Facilities

  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Close to Local shops
  • Near Public Transport
  • Minibus or other transport
  • Lift
  • Wheelchair Access
  • Gardens
  • Phone Point in own room
  • Television point in own room
  • Residents Internet Access

Funding & Fees

All private fees will be discussed with prospective residents

Funding Types Accepted

  • Self Funding (Private)
  • Local Authority with Top Up
  • Local Authority
  • NHS Continuing Healthcare (CHC)

Good to Know

Person in Charge

  • Carole Gibson (Home Manager)

Local Authority / Social Services

Admission Information

  • Ages 65+

Care Home Design/Build

  • Purpose Built: Yes
  • Year Purpose Built: 2022
  • Last Refurbishment: 2022
  • Number of floors: 3

Room Information

  • Single Rooms (94)
  • Couples/Companion Rooms (0)
  • Single Rooms with Ensuite Wet Room (94)

Visiting

  • There are no current restrictions on visiting at the service, families and friends are able to come to the care home and visit their loved ones.

Parking

  • The care home offers 2 car parks

Merlin Manor Care Centre Reviews (76)

9.7

Merlin Manor Care Centre has a Review Score of 9.7 (9.684) out of 10, based on 55 reviews in the last 2 years.
Over all time Merlin Manor Care Centre has 76 reviews.

Overall Experience
  • 63
  • 11
  • 1
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Date Published
  • 76
  • 7
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  • 55
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Reviewer Connection to Merlin Manor Care Centre
  • 26
  • 9
  • 7
  • 6
  • 5
  • 5
  • 5
  • 5
  • 2
  • 1
  • 1
  • 1
  • 1
  • 1
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Total of 76, showing 41-60
Review from Pam T (Daughter-in-law of Resident) published on 12 April 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
This is the most caring and attentive care home in Hartlepool. My Mother-in-law now resides here but my Grandmother-in-law also resided there in her last weeks.
The staff here are always so warm and comforting and are always there to lend an understanding ear. Thank you for the care you show my family
overall; you are all angels.
Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre
Great to see the lovely comment and review, We will discuss these with the team within the care home and we are pleased your Grandmother and family are happy with the service and support delivered.
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Review from J A (Father of Resident) published on 12 April 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
I've visited a relative and to check the home out. The home is really well run by complete professionals. It's immaculately clean and kept that way, the care given to the home residents is second to none. The first thing I noticed when I went in was a beautiful mural that had been handmade by one of
the staff. It was a poppy tribute to all those who sacrificed their lives for us so we could live in freedom, well done that member of staff. The staff were helpful, pleasant, and professional at all times, especially the manager. Thank you for showing us around and producing that fantastic tribute of remembrance to our brave troops, I hope it's there for a long time to come from a veteran.
Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre
Thank you for this lovely review and we are pleased that your visit to the care home was a good visit and you liked the layout of the service. Thank you for the feedback and lovely comments, we will…read more
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Review from E P (Daughter of Resident) published on 12 April 2024 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Rooms are excellent. Clean and tidy. The maintenance man couldn't do more if he tried. Staff have taken time to get to know Mom and her little ways.
Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre
Thank you for the lovely feedback and comments, we will share these with the team and the maintenance man in which you have named.
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Review from Evelyn G (Wife of Resident) published on 10 April 2024 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Very pleased with Merlin Manor Care Home staff do their best when they can and how they can, cleaners are so nice and always helpful and the staff also are willing to listen to anything you ask them.
Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre
Thank you for this review and lovely comments, we will ensure that these are discussed with the staff teams.
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Review from Pamela R (Daughter of Resident) published on 26 March 2024 Submitted via Website • Report
Overall Experience 1.0 out of 5
My father was in this care home for 8 weeks on end-of-life care. The first few weeks were fine, however, we found his care to be substandard at times, often finding him dirty, wet and his room a mess! My biggest complaint was the nurse call bell was rarely on his bed. 80% of the time the call bell was
laid on or under a chair seat cushion. My dad was bed-bound and could not get out to get help. The door closed and the call bell under a seat cushion on the day before he died needless to say we were very angry about this and complained to CHC! Dad died the next day.
On a plus point some of the staff were great, others young and appeared to not really care!
The home manager needs to get to grips with her care home and do more floor visits and speak to the families. Would not recommend.
Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre
Thank you for your review and sorry for your loss, we are sorry to hear that you had inconsistent experiences within the service, we take all our reviews seriously and will look into this review.
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Review from Katharine W (Daughter of Resident) published on 12 March 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
I cannot express enough gratitude for the exceptional care and support provided to my Dad at Merlin Manor Care Home during his final weeks receiving palliative care. From the moment I walked in, I was greeted with warmth and compassion. The staff went above and beyond to ensure my Dad's comfort and
well-being, treating him with the utmost dignity and respect. The facilities are impeccable, and the atmosphere is welcoming. The dedication and professionalism of the staff shone through in every interaction. There was one particular nurse who I can't thank enough- her care and compassion in that last week with regular phone calls was just so very kind- at the time I was 300 miles away so to have those regular updates meant the world to me. The manager and her deputy manager also helped me navigate a bit of a difficult family situation without judgment so for that I am so grateful. A very thoughtful touch that they attended his funeral too- that meant a lot to me. Thank You.
Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre
Thank you very much for the lovely comments and it is great to see that the care home and team have supported yourself. I will pass this information over to home to share with the staff team.
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Review from M A (Friend of Resident) published on 12 February 2024 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I went to see a friend and found Merlin Manor to be a lovely place. My sister and myself got help finding the floor we needed, took the lift and the carers took us straight to our friend's room. We found it a lovely room with everything she needed all at hand. The toilet and shower room had everything
to help with all situations. The staff all seemed very helpful and the whole place was lovely and clean, with no smell at all and I thought that remarkable.
Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre
Thank you for this lovely review, it is great to see that your friend is settled into the home and that you are all happy with the care and support. I will ensure that this information is shared with…read more
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Review from M S (Resident) assisted by family/friend published on 17 January 2024 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I moved from a different home to Merlin Manor, the staff are all lovely, and take care of me very well.
Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre
Thank you for your lovely comments, I am really pleased to see that you have settled and are receiving a good standard of care. I will ensure that this information is passed onto the team within…read more
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Review from D P (Niece of Resident) published on 17 January 2024 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Merlin Manor is the most efficient and caring home I have ever seen, the staff are so loving and caring, my auntie's needs are met with dignity and respect. Also lovely decorated, cleaning is to the highest of standards.
Reply from Kevin Robinson-Husband, Operational Support Manager at Merlin Manor Care Centre
Thank you so much for this lovely review, it is great to see that your auntie's needs are fully met within the care home. I will share these lovely comments with the teams within the care home.
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Review from Steve W (Ex Family Member) published on 17 January 2024 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The home is very clean and tidy and the staff are very caring and helpful and always there to answer any questions.
Reply from Kevin Robinson-Husband, Operational Support Manager at Merlin Manor Care Centre
Thank you for your lovely comment, it is great to see that you and your family are happy with the care and support received at Merlin Manor. I will ensure that these comments are passed to the team…read more
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Review from C M (Friend of Resident) published on 25 December 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The staff are so caring and attentive. All needs are met to a high level. Welcoming and comfortable surroundings.
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Review from M G (Daughter of Resident) published on 25 December 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The staff are extremely friendly and supportive. I feel happy that my mother-in-law is being looked after so well. The atmosphere here is so comfortable and welcoming. The whole place deserves a medal for the good work they all do.
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Review from S M (Wife of Resident) published on 11 December 2023 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
My husband spent two weeks in respite prior to coming into Merlin Manor Care Centre in April this year and without a doubt, there has been a vast improvement, throughout all areas, since the new manager arrived. There does, on occasion, feel as though they are understaffed, also when outside agencies
are involved with a resident their specific instructions are not passed on to all carers, e.g. use of equipment. However, I would have no hesitation in recommending Merlin Manor as a residential/care/nursing home.
Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre
Thank you very much for this lovely review, these comments help us to improve the care and support in which we provide to our residents and the service in which we deliver.
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Review from J T (Brother-in-law of Resident) published on 8 December 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My brother-in-law has just come into this lovely home. He has settled really well. It's as though he's been here for a long time. The staff are amazing. The food is lovely. The manager is very approachable and helpful in every way. We, as a family, cannot fault anything at all. I can't fault the home
at all. The manager is a gem.
Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre
Thank you for your lovely review. It is great to see that your brother-in-law is settling in at Merlin Manor. Our residents are the centre of everything in which we do. I will share these comments…read more
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Review from Jane J (Daughter-in-law of Resident) published on 30 November 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
So far, we have had an excellent experience. Merlin Manor Care Centre is so clean and has very helpful staff. The cleanliness of my mother-in-law is really appreciated.
The facilities are also lovely, the fact the rooms are en-suite makes a big difference. Also, the cleaners are always working away
and the fact residents can have food and drink all the time is helpful. 10/10.
Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre
Thank you for this lovely review, it is great to see that yourself and your relatives have received an excellent experience and you are all happy. I will share this information with the staff team at…read more
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Review from Michael C (Son of Resident) published on 13 October 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Mum is in for assessment and was very against being in a care home. All the team have gone out of their way to ensure the stay has been easy. Every team member is very upbeat and approachable. All the team take time to talk and look for work rather than the passive staff I have seen elsewhere.
Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre
Thank you for taking the time to leave us a review, reviews are really important as this helps us to improve and make any changes which are needed. I am really happy that you and your loved one is…read more
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Review from M C (Daughter-in-law of Resident) published on 13 October 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
From the time we pulled up with my mum-in-law, we were welcomed by friendly staff.
Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre
Thank you for your review and I really happy to see that you are happy with the care and support in which your loved one and family are receiving.
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Review from Charlotte C (Granddaughter of Resident) published on 13 October 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The staff here are fantastic, they will go out of their way to make your loved one feel cared for. The staff will always listen to your concerns (if you have any). The cleanest, friendliest and most caring care home I have experienced to date.
Reply from Kevin Robinson-Husband, Operational Support Manager at Merlin Manor Care Centre
Thank you so much for the lovely comments within your review, I am really pleased that you have experienced an excellent service, as this is always our goal to achieve. We will ensure that these…read more
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Review from Alastair B (Son of Resident) published on 5 October 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
Thank you so much for all you did to make my mam’s 90th birthday a special day. It started in the morning when you did her hair and her nails, which looked great.
In the afternoon, her family joined Mam and the residents on her floor for the singing led by one of your great activity coordinators. Mam
sang along to all of the songs - we lost count of the number! The activity coordinators put on a really good show.
For the visitors who hadn’t been to a care home before, it wasn’t what they were expecting. It was fun for all there.
It is very reassuring to know that my mam is being looked after by people as dedicated as the activity coordinators and carers at Merlin Manor Care Centre.
Reply from Kevin Robinson-Husband, Group Operations Manager at Merlin Manor Care Centre
Thank you so much for these lovely comments, it is excellent to see that standards of care delivered to yourselves and you mam meet the required expectations and it is great to see that everyone got…read more
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Review from M M (Wife of Resident) published on 5 October 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I cannot say enough words to tell you the help and assistance I received whilst visiting my husband. I was made to feel welcome and part of my husband's stay. I will always be grateful and remember the kindness shown. The facilities are first-class.
Thank you all.
Reply from Kevin Robinson-Husband, Operational Support Manager at Merlin Manor Care Centre
Thank you for your lovely comments, it is lovely to see what you think of the care and support yourself and your husband received at Merlin Manor. I will share these lovely comments with the team at…read more
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Current Review Score: 9.7 (9.684)

Overview of Review Score

The Review Score of 9.7 (9.684) out of 10 for Merlin Manor Care Centre is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.7 out of 5 from 55 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 5.0 out of 5 from 53 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  1. 5 Points are available for the Average Rating from all Reviews in the last 24 months. The Average Rating of 4.684 for Merlin Manor Care Centre is calculated as follows: ( (475 Excellents x 5) + (135 Goods x 4) + (23 Satisfactorys x 3) + (3 Poors x 2) + (3 Very Poors x 1) ) ÷ 639 Ratings = 4.684
  2. 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5'). The 5 Points relating to the number of positive Reviews for Merlin Manor Care Centre is based on 53 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    1. 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4
    2. 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 94 registered maximum number of service users is 18.8, which has been reached with 53 Positive reviews. Points = 1
  3. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
  4. If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

Care Quality Commission (CQC) Rating

Date: 2 Aug 2023

Overall Requires improvement

  • Caring Good
  • Effective Good
  • Responsive Good
  • Safe Requires improvement
  • Well-led Requires improvement
Care Quality Commission is responsible for the registration and inspection of social care services in England. View Latest Report

Bed Vacancies

Please contact us for latest vacancies.

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Awards / Recognitions (0)

Meet the Team (2)

Rukiha

Rukiha Hussain

Job Title: Deputy Manager

I left School in 2005 and started Hartlepool College of Further Education, I was studying BTEC 1st Diploma in Caring and then went on to study for the BTEC National Diploma in Health. I started my career at the age of 17, I started working as an Out of Hours Medical Receptionist for Northern Doctors Urgent Care, Whilst I was studying at Teesside University doing Adult Nursing, unfortunately, after 2 years due to ill health, I could not finish my Nursing degree. However, I was awarded with a Higher Education Certificate in Health and Social Care. I then started working for Carewatch as a Carer home care. It was from a very young age that I knew whatever path I chose it would be Care, I always knew that helping others gave me great satisfaction.


I worked at Carewatch for one year. After Carewatch I got the post of Senior Carer at Lindisfarne Care Home, I worked at Lindisfarne for 8 years, I felt I learnt a lot whilst working at Lindisfarne and knew that I had found a job that I love and enjoy, I was always wanting to learn more and climb the ladder, I then went on to study the Level 5 Leadership and Management in Adult Care Diploma and whilst doing so I was offered the Deputy Managers Position at Lindisfarne, I worked as Deputy Manager and Acting Manager June 2021 to February 2022 this was a great achievement for me, I felt all my hard work was finally paying off.


I love working in care and making a difference. In February 2022 I decided to seek other employment and went on to work as a Senior Support Worker with Voyage Care in Hartlepool, I thoroughly enjoyed my role but always felt something was missing. I then applied for the role of Deputy Manager at Merlin Manor Care Centre to which I was successful, I am extremely excited to be working for such an amazing company that strives to provide person-centred care but also supports its staff.


I am looking forward to progressing my career within Prestige and Merlin Manor and feel that I am learning lots of new information, I am extremely grateful that I can make a difference in someone’s life, I believe this is so important and so valuable. I work in care because I care, every day is different, and every day is rewarding.

Carole

Carole Gibson

Job Title: Care Home Manager

I have worked in the care sector for over 35 years and started my path to care as a housekeeper and then felt that I would make a caring care assistant as I enjoyed the interaction I got when I was a housekeeper and always wanted to do more for the residents so that started my journey to care.


I always said that by the time I was 40 years, I would like to be a manager as I was a single parent I could not commit to the job role of a manager until my youngest son left school, and lucky enough I was already a Deputy in a care home in Easington Colliery for 5 years, my son then left school and I then became the manager of Ashwood Park.


I have managed care homes for 25 years now. These have been Nursing homes, Residential homes with Dementia.


Each home has been different but very rewarding and at times challenging.


I have my NVQ level 2,3,4 in care.
RMA
D32/D33 Care assessor.


I feel that I am a professional care home manager with over 25 years of experience in the role of a care home manager and dedicated to continually improving the service provided to the care home that I manage.


I aim to provide and improve care for our residents and facilitate an ideal environment for staff, friends and family too.


I believe in mentoring with purpose and understand that strong working relationships create great teams and produce exceptional results.


I feel my greatest strengths are firstly my strong commitment to providing professional service, and outstanding care.

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