What our families say
09 July 2019View the report
"My mother sadly died yesterday at Westlake House Care Home. She had suffered from a short illness. From the day we first viewed the home, until the end, they couldn't have done more. Their kindness, compassion, warmth and love in caring for Mum was matched only by their professionalism. All the staff knew and looked after her as an individual and she felt totally safe and happy there. We are all so very grateful and thankful to have found you."
Karen Rcarehome.co.uk rating: 5 out of 5
"The home is kept very clean. Staff are very helpful and polite. The meals are excellent homemade by excellent chefs. The activities are good. Everyone makes you feel very welcome."
S Kcarehome.co.uk rating: 5 out of 5
"The staff at Westlake are all very caring but I feel the house is extremely understaffed as the residents are left long periods of time waiting for staff to wash and dress them or take them to and from activities. I visited my mother 5 times in a 2 week period and witnessed this first hand. I came in at 11 am to find my mother had only just been showered. Her hair was still wet. I blow-dried it for her myself. We were half an hour late to a musical activity. We also had to wait over half an hour when going to a garden centre for residents that hadn't been got ready."
S C carehome.co.uk rating: 3.3 out of 5
"Our relative is very happy here. Lovely place."
Jane Ecarehome.co.uk rating: 5 out of 5
"Excellent staff, happy, helpful, polite. Very clean and fresh, throughout the building. The management are only too pleased to answer any questions I may have. Altogether, an excellent care home. Well done."
David Gcarehome.co.uk rating: 4.82 out of 5
"I know that when Mum is in Westlake she will be extremely well looked after. She enjoys the company. We can go on holiday and have peace of mind she is in good care."
Jeanette Wcarehome.co.uk rating: 5 out of 5
Pearl Wcarehome.co.uk rating: 5 out of 5
"My sister was welcomed very well by all the staff. Lovely, bright and furnished rooms. A very calm tranquil and friendly home. Lovely outdoor seating areas and pretty gardens. So far so good thank you all. Also a good variety of activities."
Joanne Hcarehome.co.uk rating: 4.92 out of 5
"I find all the staff are very helpful. The nurses are excellent. The premises at Westlake and their gardens are very good and afternoon tea and cakes are very nice. The car park is a decent size and most times a parking space is available."
Michael Scarehome.co.uk rating: 4.75 out of 5
"Enjoyed my stay, staff very caring."
Iris Rcarehome.co.uk rating: 5 out of 5
"My father was at Westlake for Pallative care and was treated very well with a great deal of respect. The staff were friendly and helpful at all times."
Diana Bcarehome.co.uk rating: 3.67 out of 5
"The care home is a very bright and friendly place and the staff are very helpful too. It's a pleasure to visit people here."
I Lcarehome.co.uk rating: 4 out of 5
"Everyone is very friendly and welcoming. My father was looked after very well. Food very good, only one negative was length and time to answer call bell but appreciate staff are busy. Would also be nice to have a phone in the room to be able to contact relative directly. Every effort was made to make him feel comfortable and well cared for. Thank you to all the staff."
K Bcarehome.co.uk rating: 4.25 out of 5
"My mum has been here for about three months. I have been visiting her for the last few days, as I live overseas. The home seems to be well run and staff are attentive. I have eaten the food myself and it is so well cooked and presented. Mum seems as happy as she can be."
J Scarehome.co.uk rating: 4.75 out of 5
"Mum has been in Westlake since the beginning of April. The staff were amazing when she came in, really helping her to settle in and feel happy in her "new room". She is now settled and relatively happy (everything about the staff is good - less happy about her own self and her deterioration). She is becoming more confident about attending a few activities and even ventures into the dining room. Her only complaint is the speedy staff!"
Jane Dcarehome.co.uk rating: 4.33 out of 5
"Fabulous place. All staff are so friendly and helpful. My mum was dreading being in a home but has enjoyed being here."
L Fcarehome.co.uk rating: 4.83 out of 5
"My wife has been a resident for 18 months. A change of manager resulted in many staff leaving and a loss of morale. The recently appointed manager had restored morale and created a much happier atmosphere. I do hope that this continues."
A Fcarehome.co.uk rating: 4.73 out of 5
"My mother was very kindly treated and well looked after while she was with you. I would like to mention the receptionist especially, as she went out of her way to help us e.g. by posting us a postcard sent to my mother after she had left."
Jennifer Gcarehome.co.uk rating: 4.6 out of 5
"I have enjoyed my stay at Westlake House. All the staff were nice and thoughtful. I enjoyed the food, my wife was invited to dinner, my sons came to dinner also. My wife was sent home with a lovely bag of cakes."
V Scarehome.co.uk rating: 4.58 out of 5
"When I arrived here after a serious illness I felt I have gone to paradise. The décor is so pretty yet restful and the carers efficiently patient and kindly. Personal washing is carefully done with a swift turnaround. The menu is worthy of a 5-star hotel. Well presented without being ostentatious. The purpose-built accommodation is bright and conveniently designed. What more could you ask for? Management helpful and deals quickly with any problems. I'm just waiting for the summer to sit in the garden."
Jill Bcarehome.co.uk rating: 5 out of 5
"All the staff are very caring and try to make time to talk to patients whenever possible. Nothing is too much trouble everything is done for the benefit of patients and their guests. We booked a family meal and it was excellent well worth the money and we were all treated with great respect. Would recommend this for people who can't get out."
E Bcarehome.co.uk rating: 4.27 out of 5
"When I arrived here after a serious illness I felt I had gone to paradise. The decor is so restful and the carers are efficient, patient and kind. Personal washing is carefully done with a swift turnaround. The menu is worthy of a five-star hotel good quality, well cooked and well presented without being ostentatious. The purpose-built accommodation is bright airy and conveniently designed. The management is helpful and quickly deals with any queries. Just waiting for the summer to sit in the lovely garden!"
Jill Bcarehome.co.uk rating: 5 out of 5
"This care home is excellent. 5 star. All staff are great. It is always clean and smells good. With thanks."
John Tcarehome.co.uk rating: 4.5 out of 5
"On arrival on 13th January, the receptionist gave us a lovely welcome. Overall I have been extremely well looked after, particularly by the nursing staff. The chief nurse (ground floor) could not have been more conscientious and caring and her carers were kind and attentive - always cheerful. I personally do not have a big appetite but I feel the standard was let down by the food and its presentation. It seldom matched the printed menu and the vegetables were always overcooked and unappetising. Other than the above, it was good value for money."
D Tcarehome.co.uk rating: 3.83 out of 5
"My mother has been in Westlake house for over 6 years. We, as a family, have been very happy with the care she has received over this period of time. The staff are always friendly and helpful. We fell they really understand mum's needs and give the utmost care. We would always recommend this home to everyone."
Julie Acarehome.co.uk rating: 3.92 out of 5
"Westlake is like a home from home for my mother. She has been a resident for just over two years now and although it is not the cheapest home I could find, I feel that it is the best for my mother. In that whole time, she has been treated with care, respect and dignity. Whenever you walk in the door you are greeted by friendly faces who will always say hello even if they don't know me. The meals are very good and there is always a hot meal at lunchtime and also in the evening. If there is nothing on the menu that my mother likes I can ask for a sandwich for her or anything else. I visit most days and every day there are the same friendly, happy staff. If ever I have a question it is answered immediately. My mother does not often join in with the activities but they are varied and fun for other residents. I couldn't wish for my mother to be in a nicer home as she is unable to look after herself, and she certainly receives the care and attention that she requires 24/7."
Elainecarehome.co.uk rating: 4.92 out of 5
"The team are always very polite, helpful and caring. I know that my mother does enjoy the activities that are put on by the activities girls. Can have a laugh and joke with the carers. The kitchen staff are very friendly and the food is good also. The whole home and gardens are kept very tidy and clean."
S Kcarehome.co.uk rating: 4 out of 5
"My mother has been a resident at Westlake House since the middle of September as an emergency admission. She has been treated very well, with kindness and understanding. She is in the final stages of dementia and can't communicate. The staff are always helpful and inform our family of any concerns with mum."
Ann Mcarehome.co.uk rating: 4.6 out of 5
"My father received exceptional care during his two-week respite stay at Westlake in Horsham. He went there on discharge from hospital and was quite frail on arrival. At the end of his stay at Westlake, he came home a "different man" both physically and mentally. I cannot praise all staff enough: their dedication is amazing. I would have no hesitation in recommending Westlake and hope my father will stay again whilst we take a family holiday next year. Huge thanks to you all."
Susan Hcarehome.co.uk rating: 5 out of 5
"Good and varied activities and comfortable beds and rooms. Friendly and helpful staff."
Frances Wcarehome.co.uk rating: 4.08 out of 5
"Chef excellent, all homemade. Only at Westlake for 2 weeks whilst family away. No problems and looked after very well by very caring staff. Very friendly - always a smile in spite of 12-hour shifts mostly on their feet, meeting residents' needs making sure they had fresh air and plenty to drink as weather very hot."
June Bcarehome.co.uk rating: 4.83 out of 5
"It is a relief to know that my wife is receiving the care that I can no longer provide."
A Fcarehome.co.uk rating: 4.83 out of 5
"Our Mum was a resident for about 4 months receiving palliative care. She was always treated with kindness and dignity and the care given was exemplary. This kindness and care were extended to my sister and me during this difficult time."
H Lcarehome.co.uk rating: 4.92 out of 5
"I cannot praise Westlake House highly enough. The care and kindness shown to Mum, especially in her final days, and to us, were second to none. The nursing and household staff perform their duties both professionally and with an interest in their charges as individuals. An interest they extend to the family. The facilities are smart and homely, the premises clean and the food tempting, particularly the cakes (how do they make a sponge so light?). Yes, the fees are on the high side but believe me you get what you pay for - quality care, compassion and comfort. Mum was happy therefore so were we."
Valerie Lcarehome.co.uk rating: 4.92 out of 5
"All I can say is thank you for looking after my wife in here last week of her life. Nothing seemed to be any trouble and the staff were very good with her."
Steve Jcarehome.co.uk rating: 3.33 out of 5
"I love my room and love the view the fish pond! Food is good, I am a vegetarian and I am so pleased with the food. There is a lot going on every day."
Joan Wcarehome.co.uk rating: 5 out of 5
"The home is welcoming and every member of staff I came into contact with was delightful. The home is decorated and furnished to an excellent standard. However, Dad's bed was broken which was reported but no action was taken, and the room was not prepared for his booked arrival. It was cold, with no table and a broken TV (we did get this swapped)."
R Dcarehome.co.uk rating: 3.92 out of 5
"Very friendly and helpful staff - nice accommodation - good food."
Derek Bcarehome.co.uk rating: 4.83 out of 5
"Staff are helpful and caring, keeping my room clean. Food is good."
Joan Mcarehome.co.uk rating: 5 out of 5
"Staff are lovely, very caring. I would definitely recommend the home. Food is good too."
S Pcarehome.co.uk rating: 5 out of 5
"A very well organised care home with super friendly, caring and well-trained staff. The rooms are adequate and there are plenty of extra lounges for attending entertainment or for being quiet with visitors."
Robert T Lcarehome.co.uk rating: 4.58 out of 5
"I found that staying in Westlake House, is everything I have rated below and more to my satisfaction and likes!"
Marlene Scarehome.co.uk rating: 4.67 out of 5
"My Aunt was in Westlake House Care Home for 4 years and in that time the staff were marvellous. My Ant could be 'difficult' but they looked after her with professionalism and genuine care. In her last weeks, I cannot speak highly enough of the care she received. I was always greeted with a friendly smile and the lead nurse was always available if I wanted to chat. So thank you to all the staff at Westlake."
Melanie Ocarehome.co.uk rating: 5 out of 5
"My mother was in Barchester Westlake House Care Home for end of life care. The care, the staff and carers gave my mum was exceptional. I don't know how we would have coped without them."
Julie Wcarehome.co.uk rating: 5 out of 5
"Staff and residents are good."
Vera Gcarehome.co.uk rating: 4.83 out of 5
"I am very pleased with the home."
Barbara Wcarehome.co.uk rating: 4 out of 5
"An excellent home with amazing staff."
Nora Tcarehome.co.uk rating: 4.75 out of 5
"I feel at home living at Barchester Westlake House Care Home."
Anne Mcarehome.co.uk rating: 4.25 out of 5
"Excellent care in every way - very appreciative."
Joe Jcarehome.co.uk rating: 5 out of 5
"Thoroughly enjoyed my short but very restful stay at Westlake House. Everything is very well organised and taken care of. Another 3/4 days more and then I hope to go home but having lived in Horsham for just over 10 years, I really enjoyed my friends and neighbours."
Ralph Bcarehome.co.uk rating: 4.42 out of 5
"A very happy place."
Alison Hcarehome.co.uk rating: 4.5 out of 5
"Very good, could not ask for better. Staff are wonderful."
Irene Bcarehome.co.uk rating: 5 out of 5
"Very satisfactory living experience."
Jill Gcarehome.co.uk rating: 4.92 out of 5
"All staff are lovely."
Margaret Hcarehome.co.uk rating: 4.64 out of 5
"I have received excellent treatment since coming here and have decided to stay if possible, I also hope my right leg will improve with cream and massage."
Mavis Hcarehome.co.uk rating: 5 out of 5
"Very warm welcome both initially and on each visit to see mum. Nursing care thorough and very good. All the staff are pleasant and listen and respond to any queries,"
P Hcarehome.co.uk rating: 4.92 out of 5
"I visit my husband every day and the staff on all levels are extremely kind and helpful. The room is light and airy and has a lovely view from the window which is smashing as my husband is now bed bound and enjoys looking at the garden. The meals are nicely presented and varied which is important for someone who has to stay in bed."
Joy Ecarehome.co.uk rating: 3.91 out of 5
"The staff on my mum's arrival were very good and looked after her needs to get her settled in. We look forward to her stay there."
B Tcarehome.co.uk rating: 4.75 out of 5
"Almost without exception, the staff are efficient, friendly and very caring. The chefs provide a very good menu which is well cooked and go out of their way to help those with dietary needs. Activities are available to those who wish to participate Overall, I feel perfectly 'at home' here."
Kathleen Gcarehome.co.uk rating: 4 out of 5
"My mother and father stayed for a respite break at this care home. Sadly my father passed away whilst they were staying at Westlake. The team and managers managed the situation very well. My mum stayed at the care home for a further four weeks afterwards. During this time, she was really well looked after. So much so that her dementia condition improved at times."
Ian Mcarehome.co.uk rating: 4.5 out of 5
"Dad moved into Westlake House in November 2012 following my mother's death and a period of six months in his own home being taken care of by a live-in carer. He did not like the arrangement and felt lonely, and following another fall, he found himself in a hospital. We began to consider a care home, and surprisingly he agreed. Westlake House transformed him. He felt it was like being in a hotel, he could choose what he ate and everything felt modern, clean and orderly. Dad put on weight and began to enjoy life again. He never got used to the activities upstairs, but enjoyed reading his paper that the local newsagent delivered, watching the sport on his own TV and we would find him with his new friends, all residents, in a circle listening to his stories and he to theirs. He became very cheeky with the staff who he became very fond of and when he died recently of the frailty of old age they were genuinely upset. Dad was at Westlake House for 4 1/2 years, one of the best decisions we made as a family."
Sarah Bcarehome.co.uk rating: 4.42 out of 5
"Friendly staff. Refurbished home is clean and well cared for. No obnoxious smells. The only criticism I have is the "entertainment" programme. It is repetitive and not to my mum's taste. I feel one to one involvement would be welcome."
P Bcarehome.co.uk rating: 4.42 out of 5
"I very much enjoyed my stay. The staff are so nice and friendly. The rooms are very nice and so much food, it was a holiday for me."
Alfred Hcarehome.co.uk rating: 5 out of 5
"Westlake House is a lovely clean, welcoming home. The staff are very friendly and go out of their way to help. More like a hotel than a care home. Excellent."
Terry Hcarehome.co.uk rating: 5 out of 5
"It was Dad's second visit and the staff welcomed him by name on arrival, making him very welcome. He was shown around his room and then accompanied to the dining hall where he was introduced to old friends and new ones. For the second time, when he had to come back home he said what a lovely time he had had and was invited back for afternoon tea. He has been booked in for a week in July and is already looking forward to it - peace of mind for us."
Julie Hcarehome.co.uk rating: 5 out of 5
"We visit our friend every week and he has been a resident for over 2 years. He very quickly settled into the home's routines and is now quite comfortable. The food is plentiful and well-presented, the staff are caring and attentive, the opportunities for daily activities are plentiful and the room is kept clean and pleasant. The home has had all communal spaces refurbished recently to an extremely high standard. It is a very pleasant place to visit."
Veronica Acarehome.co.uk rating: 4.58 out of 5
"My mother was a resident for just a very short space of time as she was at the end of her life. The care and dignity I witnessed both for my mother and my family were excellent. The home was inviting, spotlessly clean and communication between the local hospice and the home was very good indeed."
Sue Mcarehome.co.uk rating: 4.5 out of 5
"My mother, who is in her 80's, had a fall on holiday which rendered her unable to weight bare on one of her legs, meaning she was in need of 24 hour care until her leg improved. Westlake House is a very good care home. The rooms are very pleasant and private, the meals are well cooked and in the right quantities. The nursing staff were all extremely pleasant and very capable. They were sensitive to my Mother's needs and were able to provide the correct level of care. After 2 weeks, she was much stronger and able to go home. I was very pleased with all aspects of the service."
Susan Bcarehome.co.uk rating: 4.42 out of 5
"When our mum arrived at Westlake for respite care she was very unwell and confused, over the past few months with the help of the caring staff she is back to her normal self. Mum is now moving on to residential care. Thank you and your amazing staff, so going to miss afternoon chat tea and cake with the girls."
Jackie Ccarehome.co.uk rating: 5 out of 5
"I spent 2 weeks convalescing at Westlake after a hip replacement operation. My first impression was of a warm and friendly place, with high standards of care. This proved to be correct in all respects and the care I received was first-rate. There must be excellent information-sharing procedures since all the many kind and pleasant staff who helped me addressed me by name, knew my needs and were up to date on my progress. Permanent resident's I spoke to confirmed how well they were treated too. All facilities and services are way above average, but is the people who work there, and the management structure that supports them, that makes Westlake really outstanding."
Wendy Ccarehome.co.uk rating: 4.58 out of 5
"I think this is a wonderful place to live especially since I had my wife here before me. If that is not a good recommendation I don't know what else could be."
James Bcarehome.co.uk rating: 5 out of 5
"Both my husband and myself have been visiting Westlake House for the past seven years. First with mother-in-law and now with father-in-law and can do nothing else but praise all staff. The home is always spotless, the staff are caring, attentive and soooo considerate to residents and family. The food is excellent. We live next to a care home and it could learn a lot from Westlake House. No praise could be too high."
Megan Bcarehome.co.uk rating: 5 out of 5
"We always feel when visiting that we are important to the establishment and not as tourist. Every person we have encountered has been friendly and helpful."
Ray Ycarehome.co.uk rating: 4.91 out of 5
"Very professional, kind staff. My mother's legs from being discharged from hospital have improved beyond belief. The food is wonderful and her appetite is vastly proved. My mother loves the local visiting doctor. My mother was very grateful to the care home for taking her in under difficult circumstances."
Peter Lcarehome.co.uk rating: 4.92 out of 5
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