What our families say
14 November 2019View the report
"On the occasional times that I was able to visit my brother-in-law during the few months of his stay at Austen House, I was immediately impressed by the courtesy, respect and kindness of all of the staff to both visitors, relatives and the residents. I know my sister shares this view and on the basis of this experience, we would have no hesitation in recommending Austen House for Dementia care. Thank you to all of the staff for your great work!"
Rob Jcarehome.co.uk rating: 4.58 out of 5
"The most noticeable thing among the staff is their positivity and good humour towards the residents and also, the visitors. They often have to work under stressful conditions but I have never seen or heard of any unfriendliness or hostility to anyone. The care my wife has received has been excellent and I have never had reason to complain. The activities team have arranged some excellent performances, from opera singers to the latest, which was a visit from two friendly alpacas! The nursing team have always shown great care in their attention to the residents. For those with a Christian faith, communion services are arranged on a monthly basis given by the local church. Birthdays and special dates for various faiths are actively celebrated. The dignity of the resident is preserved, and this is so important."
Donald Dcarehome.co.uk rating: 4.08 out of 5
"When entering Austen House we immediately feel at home and have been included in all my brother's activities. He has been happy to make his home here and he loves all the staff. We find them all very caring especially this week. If a problem has occurred it has been dealt with quickly and efficiently."
R Lcarehome.co.uk rating: 4.25 out of 5
"The staff are to be commended for their cheerful, positive, friendly attitude which is so essential for a care-giving role that they have to daily fulfil - a great approach to an essential service for the vulnerable."
N Hcarehome.co.uk rating: 4.36 out of 5
"Restaurant - Old people need help cutting up food. Staff very very slow answering the call bell. Unable to understand some staff. Food cooked nicely but could be a better selection. Promises by staff to return and see to your needs took 3 times before they came. Very clean. Entertainment was good. Staff need extra regarding care work. Managers too much paperwork. Otherwise nice people and place."
J G carehome.co.uk rating: 3.75 out of 5
"My husband's first experience of respite care, and I can't speak highly enough of the care in the home. Everyone is so friendly, good fun and above all 'caring'. My daughter and I had to go on holiday without him, very daunting, but we would have no fear of him coming here again, my praise to the manager, she treats all as friends. My only hope that, if required again, that my husband can come to Austen House with it's 'lovely crew'."
M G carehome.co.uk rating: 4.83 out of 5
"My mother has been here for 8 months now and she has some firmly held opinions of her own so my review reflects this. She is very happy here and has settled extraordinarily well. After a major health scare and an unexpected stay in hospital she has been able to return to an environment she is happy in and feels safe. The staff went out of their way to welcome her back and help her readjust to being home again. The manager is enthusiastic, positive and a breath of fresh air. This will be my third review I can only say I am hugely impressed by everyone here I have met and I hope it continues."
J G carehome.co.uk rating: 4.75 out of 5
"My father was very happy at Austen House. Nurse's, care staff and activities team were excellent and very caring."
B Rcarehome.co.uk rating: 4.5 out of 5
"I am extremely pleased with the care given to my husband."
C Dcarehome.co.uk rating: 5 out of 5
"Austen House received my wife from the hospital for end of life care. After initial problems with the type of bed that was suitable for my wife's condition, which was quickly rectified, the care shown by the nurses and staff was very kind and, at times, went beyond what was expected. The room was kept clean and the laundry service was particularly good. I would have no hesitation in recommending this care home."
K Fcarehome.co.uk rating: 4.27 out of 5
"During my Aunt's stay, I found all the staff extremely helpful, although the nursing staff changed quite frequently their duty of care was always of good standard. No doubt my Aunt could be a little difficult, she was treated with respect and dignity. I was contacted even if a minor incident occurred. When I visited Austen House everyone was friendly and I was able to speak with a nurse if I had any concerns."
A Scarehome.co.uk rating: 4.08 out of 5
"The care home has been good in that they have been able to get him to have a shower, which I was unable to do. The staff are very good and caring. The food is also very good and plentiful, along with tea and coffee. The facilities are also very well presented."
J Hcarehome.co.uk rating: 4.42 out of 5
"My husband became a resident at Austen House in April when circumstances required a change. Fortunately, my family and I have been extremely pleased with the individual care and attention my husband has, and continues to receive. All members of staff, without exception show respect for the individual and concern and care for his well being. Their care and attitude to my husband has made a difficult situation easier to bear."
H Ccarehome.co.uk rating: 4 out of 5
"Dad moved into Austen House in April 2019, took a while to settle in, but the staff are very patient and caring. He has now totally settled into his new environment."
M Bcarehome.co.uk rating: 4.25 out of 5
"Good staff, plenty of activities for residents. However, food choices, week to week, seem limited as if it's run on a very tight budget."
R Scarehome.co.uk rating: 3.58 out of 5
"Dad cam to Austen House in July and 2 monthson I have seen a great improvement in him. His general manner and ability seem much better. He appears calm and content with being in this home."
A Mcarehome.co.uk rating: 5 out of 5
"My husband has been in respite care for a week. I have been impressed by the personal attention and care he has received. The staff have been welcoming, carried out frequent and thorough assessments and are looking after my husband with care and dignity. We have met a number of different staff at all levels and all have shown the same level of care."
H Ccarehome.co.uk rating: 4.25 out of 5
"My mum has been at Austen House for 6 weeks now for respite care having broken her ankle. She is 97 and blind but has been so happy with her experience. She is becoming a full-time resident. I can't praise the staff enough. They have made her feel welcome and part of a bigger family. She is doing things now that she would have never tried before and she is regaining her confidence."
Julie Gcarehome.co.uk rating: 4.58 out of 5
"I am very happy with care, staff all friendly, made welcome. Tea and cakes and asked to join in what everyone is doing. The rooms are tidy and again the staff are very helpful. It has got a lot better with the new management team."
Shirley Gcarehome.co.uk rating: 4.17 out of 5
"We are very pleased with the care and nursing our relative is receiving and put his improvement down, very much, to the attention he receives."
P Wcarehome.co.uk rating: 4.08 out of 5
"I find the staff very helpful and cheerful, working in difficult situations. My wife has been well looked after and I have no reason to complain. The nursing care has been good and attentive, with early consultation with the doctor if needed. The activities team give on varied programmes including singing, poetry, pantomime and church services as required."
Donald Dcarehome.co.uk rating: 3.92 out of 5
"Mum (who is 97 and blind) came here for respite care after breaking her ankle and spending time in hospital. Without exception, the staff made her feel welcome and took great care in evaluating her needs. She has settled in incredibly well and much to my surprise, is enjoying taking part in activities. From my point of view, the staff have been willing to listen and have acted to requests promptly and professionally. They have also dealt with mum in a positive and supportive way, so she is now comfortable, making her own requests."
Julie Gcarehome.co.uk rating: 4.33 out of 5
"Very good care of my father. Always clean and well moisturised as of 4 months ago. Big progression within the care home within the past 4 months. Dad is always hydrated and has gained weight and is looking healthy. The room is kept clean and frequently updated with calls on Dad's wellbeing."
Dominique Scarehome.co.uk rating: 4 out of 5
"I have seen a real change in the last year. My dad is very happy, has gained weight and looks very healthy. The care home is kept in good condition and is very clean! All staff are friendly and welcoming. I feel very comfortable leaving my dad. Staff deserve a lot of praise!"
Danielle Scarehome.co.uk rating: 4.92 out of 5
"My father has been a resident at Austen House form September 2017. Before entering the home, he was consistently reluctant to join lunch club or visit a day centre. He now looks forward and participating in the varied activities and garden centre visits and he's rediscovered his singing voice. The general care and attention he receives from all staff is friendly and professional. The food is always of a high standard with a choice of menu."
Fred Fcarehome.co.uk rating: 4.5 out of 5
"Just wanted to say how absolutely delighted and impressed we are with everything about Austen House. Being impressed starts with the moment you arrive in the gardens; and the feelgood factor continues when you enter the reception and goes on when you see the rooms and lounge, dining room etc. The whole ambience is totally pleasing. I have always thought if I end up having to be in a home it would be a total nightmare, but Austen House has changed my mind! But, of course, no matter how wonderful facilities are, in the end, it all comes down to people, and once again it is a big (huge) 10 out of 10. We were very impressed when we were first shown around and with our initial telephone enquiries and since my wife's mother has moved in, we simply can not speak highly enough of everything that has been done for her: the care, the food, and particularly the staff have all been excellent. In summary, we are absolutely convinced we could not have chosen better. Thank you."
Clive Bcarehome.co.uk rating: 4.58 out of 5
"I came here 3 weeks ago, quite ill with a chest infection. I've been looked after extremely well and I am quite well now. I have met lots of lovely people, very caring, very friendly. Lovely people each and every single one of them I crossed off. Everybody works together very well. One lady is very special to me. Makes me feel so welcome."
Annie Joan Wcarehome.co.uk rating: 4.83 out of 5
"I visit Austen House often as my friend's father resides there since last 2 years. The service has drastically improved throughout all domains. It is always a pleasure to visit the home. It is always clean, presentable, food quality is good. Staff and management are very caring and friendly."
M Bcarehome.co.uk rating: 4.92 out of 5
"It would be the place I would gladly go to if I had a choice."
Ernest Pcarehome.co.uk rating: 4.83 out of 5
"Very polite and friendly. I had my daughter with me and she was given colouring to do while I talk to dad. Would like my dad to be taken out a little more often either simply on a walk, out in the garden which he loves to help look after here or to garden centre for example. I am hoping to take him out with me next time I visit for a walk also. Dad always seems very happy here and relaxed and very well looked after."
D Wcarehome.co.uk rating: 4.82 out of 5
"Friendly and helpful staff. Clean rooms and a good standard of attendance."
Nick Ecarehome.co.uk rating: 4.5 out of 5
"The care my mother has received has been exceptional I am happy that she is safe, well cared for and as happy as she can be given her advanced dementia. The staff are always helpful and friendly and I hope my father will join my mother soon."
Trish Ecarehome.co.uk rating: 4.42 out of 5
"All the carers I have come across are very good."
Hazel Pcarehome.co.uk rating: 4.58 out of 5
"I have been very pleased that my husband settled so well here and appears to be as happy as he can be. Care staff are wonderful and I am always amazed how much patience they have. Unfortunately, there are not enough of them and at times the place seems very "empty" leaving some residents "at risk" from often more challenging ones, but I continue to feel "happy" about his care."
K Wcarehome.co.uk rating: 4.42 out of 5
"My Dad has been a resident for 8 months at Austen House. I am extremely happy and relieved that he is being looked and cared for very well. He is happy and has settled in really well. I do not live locally so its a great relief for me that his care is so good. The staff are all amazing and always have time to take my calls."
Pauline Wcarehome.co.uk rating: 4.67 out of 5
"I have been very satisfied with Austen House Care Home. It has provided excellent care and support for my mother. The rooms are clean, tidy and bright, with an excellent cleaning and washing service. The staff are excellent, caring and understanding, able to respond to Mum's needs quickly. The food is nutritious and suitable for her needs. Overall a very good service."
Maggie Scarehome.co.uk rating: 4.42 out of 5
"A carer from the home attended to my friend at her granddaughter's wedding. He was extremely kind, caring and very attentive to her needs. He made the day very special for her as she could not have attended without transport and a carer. I cannot thank him enough and he mixed so well with all at the event - not easy when he knew no-one."
L Ccarehome.co.uk rating: 4.92 out of 5
"Staff are very pleasant every time I come in. Seems much happier. Has settled in very well. Likes his new room. Gets on with staff and residents very well."
Shirley Gcarehome.co.uk rating: 4.5 out of 5
"My family and I are very pleased with the care and attention that is given to my husband. He has settled and is reasonably happy although does get his "down" time but enjoys flirting with all the nurses."
Elizabeth Lcarehome.co.uk rating: 4.5 out of 5
"The staff treat my husband who has problems around personal care with patience and dignity. They are very friendly and greet me when I visit my husband and tell me how he has been. The home and his room is kept clean and tidy."
Caroline Pcarehome.co.uk rating: 4.92 out of 5
"Staff have always been so polite, nice and helpful and nothing is too much trouble. The rooms are spotless as too is every other part of the facility. Mum is very happy here."
Cheryl Hcarehome.co.uk rating: 5 out of 5
"When visiting, it is clean, staff are friendly and have full knowledge of Auntie. She never seems unhappy even though she needs full attention for all her needs. The home seems to have a very good safety system in place."
Molly Anne Fcarehome.co.uk rating: 5 out of 5
"My wife was in general pleased with her stay, especially with meals. The exception was the persistent shouting from another resident which very much disturbed her sleep and was also common in the daytime."
W Dcarehome.co.uk rating: 3.92 out of 5
"Although my husband has only been here for a very short time, he has been treated with kindness and care. Obviously, it's not easy as he has Dementia and is totally deaf, which in turn makes him a bit awkward at times. He is usually very good natured with a good sense of humour and used to like joining in all fun things which you supply. But his deafness stops most of this. However, he seems happy and settled so thank you."
Joy Lcarehome.co.uk rating: 4.33 out of 5
"Individual quality of care is good. Any problems are addressed when brought to the staff's attention. The carers actually do seem to care, especially given they are often subjected to challenging behaviour from the residents. Regular activities, the opera singers who came in at Valentine's day were particularly appreciated."
R Kcarehome.co.uk rating: 4.5 out of 5
"Very pleased with all aspects of the home. Father has settled well and especially enjoys the activities. Care and dining of a very high standard."
Fred Fcarehome.co.uk rating: 4.58 out of 5
"My father has been a resident since November 2017. It has been a very positive experience in such a stressful situation. We had come from a very uncaring environment to one here at Austen house where I feel my dad is looked after very well. All the staff are very friendly towards both the residents and visitors/family. They have welcomed my children and get them involved in their events. I feel that maybe looking after the residents' bedrooms/belongings could be improved as lots go missing."
E Lcarehome.co.uk rating: 4.09 out of 5
"My sister moved to Austen House Care Home in May 2017. I am constantly impressed with the level of care she receives. All the staff are very professional and caring towards the residents and their relatives. The residents always look well cared for and happy. The home is always clean and tidy. I am very happy my sister is here."
Alison Gcarehome.co.uk rating: 4.75 out of 5
"We are very happy with Austen House. They make everyone welcome and always happy to help in any way."
T Ucarehome.co.uk rating: 4.29 out of 5
"My mum came here for the second time for respite care. Everyone made her feel very welcome which helped her anxiety. Four carers, in particular, were very reassuring to my mum. Thank you."
Carol Wcarehome.co.uk rating: 3.83 out of 5
"Some carers are good. New management is looking good and trying to improve the quality of care."
H Z-Xcarehome.co.uk rating: 3.08 out of 5
"Austen House nursing staff, care staff and the manager all give care and demonstrate respect, understanding, constant skill and patience. This creates a really caring community and willingness to respond in creative ways to numerous and constant demand. The atmosphere is positive, teamwork is good, there is great spirit and enthusiasm evident in the staff teams. Areas that need to be developed are the use of the gardens, singers, musicians, entertainers, music and artwork, I think. Getting more people out of their rooms. We are very pleased with Austen House."
David Gcarehome.co.uk rating: 4.58 out of 5
"My husband has been at Austen House since January 2017. He has settled well and I am very pleased. I must compliment the staff for their understanding, warmth and wonderful care they have shown to my husband and in fact myself also. They exercise terrific patience and comfort. I always find him in clean clothes and neatly shaven. Compliments must also be paid to the catering staff, who provide a varied menu. I must mention that I am very impressed with our new manageress and look forward to watching her new inspirations manifest."
B Ocarehome.co.uk rating: 4.33 out of 5
"The staff in the Kennet area at Austen House Care Home are an exceptional group of nurses and carers. My mother spent the last eight months of her life here and she was very happy. During this time her care was second to none and the staff showed great friendship towards her. Knowing that she was happy, safe and secure gave me peace of mind. When I visited her I too was shown a friendly welcome and I was kept informed of any changes. We were able to personalise her room with her pictures, ornaments and soft toys which made her feel at home. I would not hesitate to recommend Austen House Care Home to anyone looking for a nursing care home."
Frances Jcarehome.co.uk rating: 5 out of 5
"Too often, agency carers, some of whom don't quite understand what is required of them. Rarely does a carer look in to see if the resident is alright. Meals can often be left on the bedside table out of the patient's reach - not all carers do this! Usually, a new carer just started. Residents may have a long wait to be cleaned and made comfortable."
Malcolm Ccarehome.co.uk rating: 4.25 out of 5
"The care and nursing staff are first rate, demonstrating good observation skills, patience, respect, constant and ongoing care and concern. Good teamwork. Visitors are made welcome."
David Gcarehome.co.uk rating: 4.64 out of 5
"Austen House gives me peace of mind. I know my mother is safe and well cared for. All the staff are very kind and friendly to my mother and me. All care and services are very professional. Nothing is too much trouble."
F Jcarehome.co.uk rating: 4.75 out of 5
"The home is well run. It can be short of staff especially at weekends but this is a country problem as there are not many people who will do the job. Overall, all staff do a very good job in which is a very stressful occupation. The entertainment team work hard and fill as much time as they can."
P Gcarehome.co.uk rating: 4.42 out of 5
"We had to quickly find a care/nursing home for mum after a traumatic and life changing fall left her needing 24-hour care. My father is elderly too and needed somewhere close to their and my home. This fitted the bill. Mum is happy here, well fed and looked after by a team of carers who've taken the time to get to know her and us. Dad, myself and other family members can visit mum whenever we wish knowing she is in a home she likes, safe, secure, well fed, clean and warm. What could any daughter ask of her much loved mum's care. Thank you."
Eileen Fcarehome.co.uk rating: 5 out of 5
"Very kind, gentle, caring staff. Did as much as possible to make my mum feel at home."
Carol Wcarehome.co.uk rating: 3.75 out of 5
"My husband has been in Barchester Austen House Care Home for just one month and from the moment he arrived, he was met with kindness and attendance to his personal requirements. The staff at Barchester Austen House Care Home are caring and very supportive and eager to make his life comfortable and as interesting as possible with numerous activities. I really appreciate the entertainment coordinator for all his efforts and those connected with my husband's welfare. I must mention all the caring staff who look after all the residents and of course the chef and his fellow workers who produce such wonderful menus every day."
Beryl Ocarehome.co.uk rating: 4.58 out of 5
"The care is satisfactory but often short of care/nurses. I understand it is difficult to get people to help but for patients and carers it put on more pressure. The care, on the whole, is good. Could do with more bedroom security but home is trying to correct the problem."
P Gcarehome.co.uk rating: 4.42 out of 5
"My father was a resident in Loddon Unit for 20 months until his death on Christmas Eve 2015. His behaviour could be a little challenging at times, but he was cared for by the nurses and carers with kindness, patience and even a little gentle teasing and fun. He clearly grew to love them for this and was known for the beaming smile he wore when interacting with staff. The atmosphere on the unit was almost like a family home and visitors (sadly he didn't have many) were made welcome. Dad was always dressed in clean clothes, he had a good choice of food and was fed by staff at mealtimes, and when he wanted to go to his room staff would select something for him to watch on his TV, as he was unable to do this for himself. I could think of him at any time at Austen House, warmly confident that he was being properly looked after. This had not been the case at the previous home (not a Barchester one) he had been in, so I visited often in order to check on his care. Dad's residence at Austen House became an immense relief to me and the rest of Dad's family. We are so grateful."
Anita Rcarehome.co.uk rating: 4 out of 5
"My Father has been a resident at Austen House (Bourne Unit) since August 2015. He has Vascular Dementia... The care he receives is very good. Communication from Austen House to my family and I has much improved over the last 4/5 months in that we receive proactive updates on his well-being, health etc. - through telephone calls and newly-commenced "Relatives Meetings". This was not the case when he first went there. There has been a large turnover of senior management staff and Dementia Nursing Staff (which is being addressed). Most, fortunately, the same wonderful Carers have been looking after my Father since his arrival there, so they know him and they know me and my Family. Barchester Homes are finally investing in Austen House with planned (long overdue) redecoration in all Units. Alas, my Father's Unit will be the last one to be completely updated, although some walls in corridors have been painted thus making it brighter (& helpful & calming to the residents)."
Pam Hcarehome.co.uk rating: 4.08 out of 5
"Carers good. Could be better! Response to residents call varies depending on carer on duty. Has improved since new manager appointed."
Malcom Ccarehome.co.uk rating: 3.92 out of 5
"My father moved into Austen House in June of this year. From day one I have been impressed with the care and attention he receives. He is a very frail 96 year old with vascular dementia. The staff in his section are helpful, caring and efficient. He has a choice of meals and tea and cakes are provided throughout the day. They ensure he is fed, clean and shaved on a daily basis. For the past eight years, I had to look after him and after hospitalisation, the council suggested he went into a nursing home. This was the right decision and now I also have my life back."
Ian Acarehome.co.uk rating: 4.42 out of 5
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