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Otterburn

Type: Care Homes

Area: West Midlands

 

2.2 out of 5 - Poor

2.3 Quality of care and staff
3.0 Facilities and cleanliness
1.3 Value for money
From 3 user reviews

 

Address

Brandwood Park Road
Birmingham
West Midlands
B14 6QX

Telephone

01214834440

Local Authority

Birmingham

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Latest reviews of this care home setting

Otterburn

Steer clear

Reviewed by on

2.3 Poor

4.0 Quality of care and staff
2.0 Facilities and cleanliness
1.0 Value for money

Share review:
Communication and people skills lacking

First to focus on the good, the facilities available at Otterburn are of a high standard and the cleanliness has never given cause for concern.

Sadly, what the eye first sees is not equaled by the customer experience. Reviewing as a family member, the interaction between resident - staff - family is a broken link. Whilst not wanting to direct the blame at all the staff, the communication issue is a major cause for concern. In the process of attempting to discuss the ongoing care of my family member I am made to feel like I am attacking the staff at a personal level. This is wholly unprofessional, turning a concern I have into an argument or debate makes slow progress in any areas in need of improvement. While this attitude remains it will make it very difficult for Otterburn to establish a good rapport with the families of those in its care, totally failing the friends and family test. As we have only the best interests of our family member at heart, our concerns are in the interest of making things simpler and easier, not to be difficult. Certain staff members could benefit from leaving their personal issues and attitude at the door. For any resident in a position of dependence to hear a staff member exclaim " everyone is doing my head in here" could cause serious psychological impact.

These are serious issues with simple solutions, people skills and communication training would raise the profile massively in my opinion. Something for management to look at maybe?

Reviewed by on

2.7 Average

2.0 Quality of care and staff
4.0 Facilities and cleanliness
2.0 Value for money

Share review:
unprofessional and poorly managed

First impressions are soon tarnished by the unenthusiastic manner in which you are greeted. Otterburn lacks quality management and care staff. Knowledge is poor and very little common sense. The standards and rules are hypocritical and lack consistency. I have witnessed members of staff paying more attention to their mobile phones whilst on duty than delivering care and compassion. Staff appear more interested in ticking boxes than interacting with patients. Care plans are a formality and not adhered to causing problems. Of course, like anywhere, there are some very good staff but sadly not nearly enough. Please think twice and ask family members of the patients already at this care home before you leave your loved ones here. The expense does not reflect the service that is delivered.

Reviewed by on

1.7 Poor

1.0 Quality of care and staff
3.0 Facilities and cleanliness
1.0 Value for money

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Showing 3 reviews | Page 1 of 1
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