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Pemberley Manor Care Home

4.7

Assisted Living Facilities
Orpington

About this business

Wellness Assisted Living Facilities

Location details

Grays Farm Road, Orpington, BR5 3AD, United Kingdom

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4.7121 reviews

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M R

3 years ago

On my visits to this home it was very apparent that there was very little interaction between the carers and residents. The TV is on, but as the residents are seated facing each other with the TV on the other wall they cannot follow what is going on. They were getting bored and fractious, and, there was no attempt to engage with them which was resulting in some getting upset and making others agitated. For a home that is supposed to be specialising in dementia care, it was poor care that I observed. The building is luxurious... read more

Business response:

Dear Mary, we are sorry to hear your experience when visiting our home was negative. At times it may appear that our staff are not engaging with residents as they may be recording their care on a mobile device to ensure we can evidence our care delivery. In the lounges, we purposefully arrange it in a way that suits everyone as not all residents would like to watch TV and may like to engage in other activities. However, we do appreciate all feedback and take it very seriously. We will continue to work with residents, staff ... read more

Stephen C

3 years ago

The impression I got when you drive into the car park of Baycroft was very impressive and the cleaning standards and decoration within the home are of a very good standard. However, whenever I visited my friend who is a very kind man, there was never any staff around to ask questions and on numerous occasions, whenever I used the telephone provided in the guests' meeting room on the 1st floor, to notify the staff that I was leaving, more often than not, the phone would often ring for 10 minutes before being answered. In my p... read more

Business response:

Dear Stephen, thank you for your review. We are pleased to hear you were impressed by the décor and cleaning standards at our home. However, we’re sorry you experienced issues getting in touch with staff when you wanted to leave. In order to keep our residents safe from Covid, we created two cohorts of staff, and operated the two suites within the service as separate entities; this included two separate visiting areas within the service. In doing so, we have higher ratios of staffing within the service. Our care team are hos... read more

P C

3 years ago

Unfortunately, when I chose Baycroft I ignored the CQC rating which said the home was poorly led. This home is poorly led and the care is affected because of this. This home is not geared to properly care for people with dementia and care plans are not followed because it would appear they are not communicated to staff. Do not just look at the decor. When you visit this home, things are not as they seem.

Business response:

I’m sorry to hear that your experience of Baycroft Grays Farm Road was not as you expected. We have done our utmost to care for your husband, but unfortunately, we were not able to meet his care needs. We are very sorry for the inconvenience this may have caused you. Kind Regards

C H

4 years ago

Baycroft has gone one way down. I would not recommend this home to anyone. Sadly in the last few months of their life, my parent did not receive the care and compassion deserved. Fees are extortionate. All the good staff have left.

Business response:

Thank you for your review, we are very sorry to hear that Baycroft Grays Farm Road did not meet your expectations. In the three and a half years that this was your mother’s home, we did everything we could to keep her well cared for and engaged. Throughout the Covid-19 pandemic, it became more challenging, with the enforced government restrictions in place across all care homes. We regularly analyse our pricing structure and the services offered locally and throughout the industry to ensure we remain competitive. We are ther... read more