Juniper House Residential Care Home - Sanctuary Care

It's okay but we were only visiting....staff friendly and it appeared clean

My family and I have such peace of mind knowing Mum is being looked after so well. She is very happy and all her needs are catered for.

I phoned in advance twice to make sure my friend (who is a paying resident) was ready for myself and another friend to take her out for lunch. I was assured it was noted. When we arrived, she was not ready and had been given her lunch so I had to cancel the wheelchair taxi I’d ordered and the restaurant booking. She was devastated and so were we. Later, we wanted tea and I was told I had to make it myself. There were no cups and I was told they were all in use. After an argument, 3 stained and dirty cups were produced. The kitchen work surface was covered in water with everything stood in it. There was no washing up liquid or scourers so I could clean the cups myself. Sanctuary Care, your residents are paying you so that they can have a cup of tea in a clean cup whenever they want a cup for themselves and their guests. Your failed service is in breach of the Consumer Rights Act 2015, and amounts to a breach of contract. The person I complained to said he’d been in the job since you opened - 7 years. He would not have wanted to hunt for 3 dirty cups in his own home. Perhaps, you should place an order with IKEA or Amazon. Buying cups is not rocket science after all. Finally, a male and female member of staff were making out in a side room (can’t remember what it was called.) Again, your residents do not pay good money for your staff to get upto hanky panky whilst they’re at work, neglecting their paid duties in the process.My reply to Sanctuary’s response to my review:You say you appreciate my feedback which doesn’t match your standards. That’s an oxymoron. Your standards are unacceptable and your response is dismissive. No reply on your staff failing to get your resident ready and giving her lunch despite TWO phone calls saying we were taking her out for lunch; phone calls your staff responded to unprofessionally and gave me no trust or confidence (which became well founded). No response about why your staff were being intimate in a cupboard/side room, or why you don’t have enough cups for your residents (let alone visitors) or why they’re filthy. This is simple house-keeping (the words you use), yet your staff failed. If you fail on the simple stuff, it doesn’t bode well for the less simple staff like administering the correct medication to the correct resident, or recognising and responding in an emergency (which staff can’t do if they’re making out in a cupboard/side room).

Amazing place for elderly

Nice and clean. Good staff

Excellent place for the elderly

Friendly and trustworthy people!

Some of the staff are very helpful and caring about the person who live there

kitchen area could be cleaner and more tidy. check dishwasher for salt etc then cups would not have marks inside

i have been here a month and couldn't find a bad thing to say about the place !! very friendly staff, who can't do enough for you !! very clear and tidy !! food is fabulous !! tv and internet in all rooms !! superb