Victoria Chartwell

81 Dyke Road Avenue, Hove BN3 6DA
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9.6 110 Reviews
  • Victoria Chartwell, Hove
Victoria Chartwell is an elegant twenty-two bedroom home, lovingly converted into a care environment, which boasts sea views, stunning gardens and even its own fishpond.

An excellent atmosphere and surroundings in which to enjoy a relaxing retirement, Victoria pursues tailored person-centred planning for each individual, with a range of therapies and activities also available.

The service keeps a strong contact with the local authority and benefits from being one of five homes in Hove from the same provider that have earned a strong reputation locally.

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Care Provided by Victoria Chartwell

  • Type of Service
    • Nursing Home
  • Privately Owned
  • For a maximum of 22 Service Users
  • Primary Care Categories
  • Mental Health Condition
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Other Care Provided
  • Convalescent Care
  • Own GP if required
  • Palliative Care
  • Physiotherapy

Good to Know

  • Person in charge
  • Eliza Toloza (Manager)
  • Admission Criteria
    • Ages 60+
  • Room Information
    • Single Rooms (22)
  • Care Home Design/Build
    • Purpose Built: No
    • Last Refurbishment: 2015

Facilities

  • Gardens
  • Lift
  • Near Public Transport
  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Phone Point in own room
  • Residents Internet Access
  • Television point in own room
  • Wheelchair Access

Victoria Chartwell Reviews (110)

Total of 110, showing 41-60
9.6

Victoria Chartwell has a Review Score of 9.6 (9.588) out of 10, based on 42 reviews in the last 2 years. Over all time Victoria Chartwell has 110 reviews.

Overall Experience

  • 78
  • 31
  • 1
  • 0
  • 0

Date Published

110
15
24
42
68

Review from G B (Respite Resident) published on 14 June 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been very happy with the care and support I have received during my stay here. The staff are always friendly and helpful, the food is very good and the room very comfortable.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you so much for a five-star review.
Wonderful and very kind.


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Review from B L (Respite Resident) published on 4 May 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been very grateful for the care and consideration shown to me during my stay here. Many thanks everyone.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you very much for your kind support.
Best wishes.


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Review from Paul F (Respite Resident) published on 3 April 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff of Victoria Chartwell Care Home have ensured that my rehab stay here has been extremely safe and comfortable. The care, support and encouragement they provide is second to none. They are all good-humoured and have a sense of fun when appropriate. I shall miss them when I go home - they are
like one big family. In addition, the food has been excellent too.

Reply from Paul Burns, Director at Victoria Chartwell

I am so pleased you have enjoyed your stay and really appreciate the lovely feedback.
Thank you.


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Review from Margaret M (Resident) published on 3 April 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I was referred to Victoria Chartwell Care Home from hospital following plastic surgery on my leg and I could not be more pleased. All the staff have been really helpful and attentive from the moment I arrived and I am sure that this has contributed to the rapid improvement in my leg.
The food has
been consistently very good and the activities I have attended have given me the opportunity to meet other residents. I can see that the activities help those less fortunate than myself who have limited movement.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you for giving us such a positive review.
We very much appreciate you taking the time.
Best wishes.


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Review from C W (Daughter of Resident) published on 21 February 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I have only praise for the staff at Victoria Chartwell. The kindness, care and interest in our mother are outstanding. They are proactive in seeking additional services to support her and are very good at communicating with the family.

Reply from Paul Burns, Director at Victoria Chartwell

I am delighted that you feel so assured for your mother.
Thank you for taking the time to provide feedback.


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Review from Nicola C (Daughter of Resident) published on 17 February 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother came to Victoria Chartwell Care Home on rehab under the NHS. The staff and management team are wonderful, providing the care and assistance that my mother needed at all times. All staff are extremely friendly, welcoming and skilled to provide the care Mum needed.
The only feedback would
be that if Mum was a paying resident at £5,400 per month, would maybe suggest that the rooms need a little updating/refurb.

Reply from Paul Burns, Director at Victoria Chartwell

I am very happy that you were satisfied and agree with your thoughts on refurbishment. We are about to commence a programme of upgrades at a sister home and then the same contractor moves onto Chartwell and will address your very fair observations.
Thank you.


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Review from Joanna H (Daughter of Resident) published on 25 January 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother is very comfortable and well looked after at Victoria Chartwell Care Home and she always tells me how lovely the staff are and how kind they are to her. She has a lovely ground-floor room overlooking the garden and she seems happy there. Her dementia has been getting more pronounced and the
care home staff have been so helpful in referring her to the appropriate agencies and looking after her needs. She enjoys the activities, especially the singing. I would highly recommend this care home.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you so much for your support and I am delighted your mother is so happy.
Best wishes.


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Review from Nick T (Son of Resident) published on 24 January 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Extremely pleased and happy with the exceptionally high level of care that is being provided. It is very professionally run and managed with a great team of caring and friendly staff. They provide excellent, compassionate care, high-quality meals and a good range of activities. Very impressed and highly
recommend - thank you all at Victoria Chartwell Care Home - much appreciated.

Reply from Paul Burns, Director at Victoria Chartwell

What a fabulous five-star review!
Thank you so much for taking the time.


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Review from H P (Resident) assisted by family/friend published on 24 January 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I have been in Victoria Chartwell Care Home for almost two months recovering from hip surgery following an accident. In what must be a challenging environment, its staff are extremely caring and professional. The house is warm and comfortable.

Reply from Paul Burns, Director at Victoria Chartwell

I hope we have been able to assist with your recovery.
Thank you.


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Review from J L (Resident) published on 11 January 2023
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Warm room to myself with a window. Comfortable, adjustable bed. It's quiet at night. Wifi is reliable-ish and Freeview TV. Private toilet across the corridor, allowed showers and night commode. Staff are typically kind, friendly, face-masked, knock before entering, explain before doing, and most respond
quickly to the bell. When opinions differ, staff are a bit over-protective but solutions are found. The staff are permanent and got to know me. No problem mentioning same-sex partner, staff are also comfortable with ethnic diversity. Physios and occupational therapist are excellent and built my confidence. Heated plates mean food arrives warm. Vegetable soups, roast dinners, and fresh vegetables are tasty. The chef sometimes checks the menu with me. Appreciated being allowed my food substitutes. The pantomime was good. The activities organiser tries hard to entice residents to the dayroom. Visiting needs to be extended to 7pm as the 4.45 pm closure cuts visitor numbers. Vegetarian choices need widening more beyond meat substitutes. Room insulation from noisy corridors is needed. Poor signage from the road confuses visitors.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you for your comprehensive feedback. I will now discuss vegetarian options with our chef since he would be keen to offer the right choices. I am pleased you found the home quiet at night but acknowledge your thoughts about the corridors. I am a little unsure about the signage to the road since we have signs marking the entrance and other signs marking the exit but will now ask other people for their views.
Best wishes.


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Review from Patricia L (Respite Resident) published on 11 January 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff are excellent and meals are very good. My confidence is very good. I think being in a home built my confidence to go home which I thought I would so I could be better at home.

Reply from Paul Burns, Director at Victoria Chartwell

I am delighted that we were able to help you gain confidence.
Best wishes.


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Review from Ann S (Goddaughter of Resident) published on 15 December 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot praise the care at Victoria Chartwell enough. The staff are dedicated, kind, friendly, approachable and always available to speak to relatives. When care needs change, they adapt quickly and professionally and always have time to answer questions.

Reply from Paul Burns, Director at Victoria Chartwell

It is always a delight to read of such satisfaction. Thank you and I am very grateful for the feedback.


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Review from F B (Respite Resident) published on 15 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Temporary resident passing through. Staff helpful, friendly and efficient.

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Review from Evelyn P (Respite Resident) published on 8 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Faultless!

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Review from Joan B (Resident) published on 18 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have enjoyed being at Chartwell for rehab during the last few weeks. The staff are kind and caring and do all they can to accommodate patients' needs and to create a happy atmosphere in the home. Meals are excellent, varied and attractively presented, a credit to the catering staff.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you for your support, but I have noted the 3-star rating for cleanliness and will be discussing this with housekeeping. Kind regards.


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Review from Alison P (Daughter of Resident) published on 21 July 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

We are so grateful for the compassionate care that our mother is receiving at the Victoria Chartwell Home, particularly after a fall this month. Many thanks.

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Review from Edward H (Respite Resident) published on 13 June 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I love this place. The staff, your food, your attention to your patients. Your all-around care was the best I have ever had and I thank you all from the bottom of my heart.

Reply from Paul Burns, Director at Victoria Chartwell

How wonderful to learn of your happiness. Thank you so much for the feedback.


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Review from Gwendoline S (Resident) published on 16 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very happy to live here as I am almost blind and so get a great deal of help from the staff.

Reply from Paul Burns, Director at Victoria Chartwell

I am so pleased that we are able to help you. Thank you very much for the positive feedback. Terribly kind.


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Review from Barbara R (Resident) assisted by family/friend published on 18 March 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been very comfortable in Chartwell. The carers and nurses have always been on hand to help me with any problems I have had. The room is very cosy and comfortable.

Reply from Paul Burns, Director at Victoria Chartwell

This is very pleasing to read and much appreciated feedback. Thank you.


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Review from J R (Niece of Resident) published on 9 March 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My uncle lived at Chartwell for nearly four years and was treated with the utmost respect and kindness. Even during the past two difficult years of covid restrictions, I knew that I could rely on their care and I cannot thank them enough for working through that time and looking after my relative when
I was unable to. He recently passed away, but during the month that his health declined, I was kept informed of every move. Thanks to all of the staff for being part of my uncle's family.

Reply from Paul Burns, Director at Victoria Chartwell

I am so pleased that we were able to support you in such a positive way. Very sorry for your loss, but thank you for your invaluable feedback for our staff.


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Current Review Score: 9.6 (9.588)

Overview of Review Score

The Review Score of 9.6 (9.588) out of 10 for Victoria Chartwell is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.6 out of 5 from 42 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 41 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.588 for Victoria Chartwell is calculated as follows: ( (325 Excellents x 5) + (113 Goods x 4) + (36 Satisfactorys x 3) + (4 Poors x 2) ) ÷ 478 Ratings = 4.588

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 5 Points relating to the number of positive Reviews for Victoria Chartwell is based on 41 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4

    • ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 22 registered maximum number of service users is 4.4, which has been reached with 41 Positive reviews. Points = 1

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Performance

Care Quality Commission (CQC) Rating

Date: 30 Oct 2019

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Requires improvement

Care Quality Commission is responsible for the registration and inspection of social care services in England.

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Bed Vacancies

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Awards / Recognitions (0)

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Meet the Team (2)

Eliza

Eliza Toloza

Job Title: Chartwell Manager

Eliza’s journey into nursing began from a personal experience of nursing and the impact of wanting to promote dignity and choice to the elderly. Eliza is the registered manager leading a team of dedicated staff to fulfil their potential, encouraging them through extensive training and development. Eliza is warm and welcoming and engages with the residents to form a special bond. Her door is always open and she spends quality time with each resident in Chartwell. Providing care is not just medical, it is about helping and supporting the whole person in both a mental and a physical sense.


Emma

Emma Sheriff

Job Title: Care Quality Director

Emma is a registered nurse with over 20 years of experience in providing safe, high-quality care to the elderly. She always leads by example and ensures she is highly visible.