Cliftonville Care Home - Avery Healthcare

Absolutely atrocious to be avoided at all costs. Care levels are inadequate and it relies on agency & inexperienced staff as all good carers have been driven away by ineffective management unable to drive any improvements. We moved our relative after flagging numerous concerns but saw no efforts to address them. No surprise it’s been rated ‘requires improvement’ by the CQC.

What a pleasure to visit Cliftonville Care Home today. The staff and new manager were very welcoming and it was a joy to see the pride they all so obviously feel about working at this home.

The new manager (as of Sept 2022) and new staff have a task on their hands! Previous management ineffective and had a very blase attitude to their recent downgraded CQC rating and the heavy losses of long-term senior staff (and even those who were there for a few weeks and saw the red flags!). Communication has been poor at all levels of the business - either non-existent or inaccurate and my email address has been disclosed to other relatives on more than one occasion. My relative's needs are often done later in the day than those who can do some things for themselves, this creates issues if I want to visit them at a time that is supposedly safe for relatives to visit their loved ones. My relative's general demeanour has slumped in recent times and I am sure they have picked up on the bad vibes. Unfortunately their needs are so complex we have few choices as to where they can be cared.Overall rating 2 stars - would have given 4 or 5 stars for care prior to late 2021, 0 stars for the management between late 2021 and now, whilst 2 stars also gives benefit of the doubt for new management.Update Jan 2023.I note that there is another new manager in place since Nov 2022. New manager is rude - she laughed when recalling our first meeting, when I had been in clear distress at that first meeting over Cliftonville's actions, and also disrespectable when I explained on a call that I could not speak for long as was at work. She also makes promises she can't keep, says I can email her to set up my visits but then fails to action them her end.Communication remains a joke. Only found out about new manager when making a complaint to old manager and not getting a response. Also only found out the reason why I am required to book in to visit my loved one through a Stage 1 complaint response. Despite my booking in visits, they are often still interrupted, including my loved one's birthday and Christmas. Each department blames each other for not getting messages across.Deputy manager also hindered my attempt to get my loved one out of Cliftonville by telling Social Services that I wanted to to keep my loved one there. I have never had a conversation with the deputy manager before, during or after that meeting. Manager had the audacity to blame this on a misunderstanding and refuses to issue a written apology.I note that some of the reviews on here are from past and current management, unsurprisingly 5 star reviews and saying how lovely the place is. It's disappointing that Cliftonville feel the need to 'boost' their reputation like this, after all if they provided decent care, then there wouldn't be a wave of negative reviews. It also undermines the genuine 4/5 star reviews, as now who do you trust?My loved one's care costs in excess of £1500 a week, they get some NHS funding but Cliftonville are greedy and take that as extra. Desparately trying to find my loved one something better, every day they stay at Cliftonville is a day longer that I've let them down.

Brilliant care home with lovely caring staff. From the receptionists to the caregivers and management. They give genuine support and care to not only residents but the family visiting too.

Was a pleasure to visit there again. The care home is very welcoming and nothing is to much trouble from the kitchen and laundry, care team, reception and management. Very caring and have a good rappour with residents and families. Keep up the good work. Ur all amazing.

I received a notice of collection from Royal Mail and thought it was a parcel I have been expecting. Turned out it was a letter from Avery Cliftonville Care Home that didn't have a postal stamp. Out of principle, I have asked for the fee to be reimbursed to me but Cliftonville refused to do so! What does that tells you?!

My mother in law was only resident for a short while but we were thrilled with the level of nursing care. The staff treated her with kindness and respect, we couldn’t have wished for a better experience and would highly recommend this home. Thanks to the wonderful team who looked after Lorna during her final days.

To be avoided,. Attractive looking purpose built care home, however care basic at best. Carers appeared to be overworked and in short supply. Management ineffective. Home rated needing improvement by CQC and very little seeming to be done to improve things. Very expensive considering the actual care or lack of provided. Huge relief to have moved my relative elsewhere.Having read the response added by Cliftonville to my review would like to add that if my concerns had been taken seriously there would have been no need for me to move my relative, but this was not the case.

I enjoyed a lovely visit to see this nursing home and I cannot speak highly enough of the welcome I received from both the manager and the staff. It certainly felt like home from home and made all the better by such caring attentive staff. I would certainly recommend a visit if you are considering the difficult decision of needing care for your loved one.

Extremely distressing and poor experience at Avery Cliftonville for a family member.Very little care, not helped to eat/drink, left in bed in the day, did not in any way attempt to understand the simple care needs of our family member.Now moved to alternative home, at which point staff from new home raised serious concerns about the state of care and safeguarding of family member.So glad we moved out, just in time.Formal complaint to the care-home and CQC in progress.