Otterburn

If reception staff are off duty (eg evenings) its nearly impossible if you ring to get staff to answer -again if visiting when reception staff are off duty and if at the outer front door its hard to get someone to let you in (I have had to ring and hope someone picks up on 2 occasions) - and if you actually manage to get into the building (even if you have earlier managed to get through via telephone and all know you are coming) you cant get anyone to actually answer the unit door!! staff don't seem to have actual conversations with residents - on a few occasions staff have been sat watching TV when I have visited - residents safety is put at risk because staff cut corners (eg techniques outlined in residents care plans of how to manoeuvr residents are not adhered to if there's a quicker way resulting in falls on several occasions) - the resident I am visiting has on occasion had food stains on their clothes their face and even their wheelchair - the resident I am visiting has on occasion had problems telling me something and no help from staff who are within ear shot has been given - there seems to be no entertainment for residents other than watching the TV - I think few trips out are managed - even sitting in the garden on a nice day seems to be very limited- staff don't seem to have a friendly motivating approachable manner - I feel the resident I visit is unhappy and cannot communicate this.

The management of this home is amateurish. The surroundings and decoration is second to none, but money would be better invested in training staff and improving the quality of care.

Unwelcoming. Staff barely acknowledge visitors upon arrival. Staff congregate outside in visitors car park, smoking whilst sat on the kerb or wheelie bin. Patients are left in living room for a substantial amount of time without anyone checking on them. Please do your homework and check CQC reports before considering this home. Visually the home looks good but money would be better spent employing quality staff opposed to the constant redecoration.