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Original Feedback for Brooklands Nursing & Residential Home:

1

Awful experience

My in-laws were in Brooklands Nursing and Residential Home and two of the nursing staff had an awful attitude from the start. When we would call to make an appointment for a visit, we were told in a curt tone to call back later (there was never any offer to call us back) and if the person wasn’t available on our second attempt, we were still told to call back. The service was abhorrent and apart from one very sweet member of nursing staff (this review is not aimed at her, by the way) who went out of her way for us, we were treated with short shrift and made to feel an inconvenience. As if the above wasn’t bad enough, it wasn’t until my father-in-law passed away that those two mentioned above really showed their true colours. No compassion and certainly no condolences, one of them literally flew and screamed at us on the day he passed away because we didn’t have an appointment. In our time of grief, they expected us to phone ahead on our way from the hospital to see our relative who had just lost her husband. They post on Facebook all the lovely activities the residents are treated to - visits from an ice cream van, cooked breakfasts and outings, etc. All very endearing if these posts are to be taken at face value and I’m sure it hasn’t escaped their attention that it’s a good advertisement to those looking for residential care. Sadly, though, the experience my in-laws had was nothing like this, who spent all of the time in their rooms, often ringing the bell for the toilet with no answer. The sad sight of father-in-law’s personal effects (we made an appointment to collect them after the nastiness shown towards us on the day he died) with the walking frame he was given in hospital dumped on top had to be seen to be believed. No sensitivity whatsoever for the situation, quite unbelievably, the other of the two nursing staff mentioned above thought we would want it. Again, no compassion and no condolences. Frankly, a dog would receive better treatment in the kennels.