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 61-80
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
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24
42
68

Review from William W (Resident) published on 21 February 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The staff are very friendly, very helpful and the food is good.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you for taking the time to provide such positive feedback. Kind regards.


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Review from G P (Friend of Resident) published on 5 January 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Staff are cheerful and helpful.

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Review from C W (Resident) published on 17 December 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Since I had arrived here I have been treated with kindness and understanding with smiles and laughter. They are very helpful and caring. The staff are lovely and it shows when they work together.

Reply from Paul Burns, Director at Victoria Chartwell

It is super to read about such a positive feeling. Thank you.


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Review from R O (Resident) published on 2 December 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I have been very well looked after here.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you for your support and feedback. Best wishes.


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Review from Marion T (Sister-in-law of Resident) published on 28 October 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I wish to thank all the staff at the care home for this quality of care my 91-year-old brother-in-law received in the last four months of his life. He was treated with dignity, respect and kindness, and it was very important to us to see him so comfortable and relaxed despite the severity of his condition.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you so much for your kind words of support, and the staff will be delighted to know they helped.
Very best wishes.


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Review from D W (Power of Attorney of Resident) published on 7 October 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Under stimulating resident. Her food is good, plenty and varied. Home is clean and staff caring.

Reply from Paul Burns, Director at Victoria Chartwell

We do understand your frustration with the first two weeks of admission since isolation is always challenging for anyone. However, we did ensure that our activities coordinator spent 1:1 time with our resident each day and following isolation, there was great enjoyment of a garden lunch, participation in a Mexican-themed day and numerous other group events. However, we do acknowledge that Covid rules have been an added challenge but appreciate your feedback.


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Review from Paul S (Son of Resident) published on 6 October 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother has dementia and is not very mobile due to arthritis in her knees. She is a very gregarious person, always interested in those around her. She has been a resident of Victoria Chartwell for three years now and after some initial reluctance to stay has settled in comfortably. She receives excellent
care and attention from the well-trained staff. They are also very considerate to me regarding my mother and her care. The warm and caring atmosphere at the home has enabled her to make friends with residents and staff alike.

Reply from Paul Burns, Director at Victoria Chartwell

Thanks so much for your kind words of support and I am glad your Mother receives excellent care.
Best wishes.


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Review from M G (Resident) published on 29 September 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The staff at Victoria Chartwell are of good temperament, quick to answer one's needs when needed and always polite. The cleaning staff are good and the food is as good as you would get at a top restaurant in London. The management are very good as well. I can't praise them all enough.

Reply from Paul Burns, Director at Victoria Chartwell

This is wonderful to read and I am delighted you are so happy. Thank you so much.


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Review from Nina T (Resident) published on 12 August 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The care and support I am receiving here is exceptional. I cannot thank everyone enough for all they do for me.

Reply from Paul Burns, Director at Victoria Chartwell

I am delighted to learn of your satisfaction. Thank you so much for your feedback.


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Review from Joeille R (Respite Resident) published on 12 August 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Apart from being in pain, it has been a very pleasant stay.

Reply from Paul Burns, Director at Victoria Chartwell

Very sorry for your pain and I hope this is improving now.
Best wishes.


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Review from James C (Son of Resident) published on 9 August 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff combine a high level of professionalism with a helpful, accommodating and friendly attitude. My mum has been helped through some difficult times with exceptional care and attention and I have always felt to be appropriately informed and helped as much as possible with visits and communication
as circumstances have allowed. There is a strong sense that the residents at Victoria Chartwell are well-cared for in every aspect, social and medical and I am very happy to recommend highly as an excellent care provider.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you so much for your very generous support. Your feedback makes a real difference. Much appreciated.


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Review from Shirley J (Respite Resident) published on 4 August 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have excellent care, a very comfortable room, food is excellent and nursing care is excellent. The activities in the home are fun.

Reply from Paul Burns, Director at Victoria Chartwell

This is wonderful to read and I am delighted you are so happy. Thank you so much for providing such positive feedback.


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Review from Patrick D (Son of Resident) published on 21 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother worked for social services, I have seen some dreadful care homes and also some that were fine. This care home, in my opinion, is excellent at all-round care. Whether it be personal or social, the team from management down seem to really care about the person they are dealing with. So kind
and pleasant at all times, I would strongly recommend this home to family and friends.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you so very much for your kind endorsement. The team will be absolutely delighted.
Best wishes.


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Review from Emeline M (Daughter of Resident) published on 21 June 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My father has been in the care home for over six weeks. He has been treated with great patience and respect. The staff have been outstanding with him and our family. The grounds are beautiful and so well kept, the food was very good. My dad is rather fussy and they did their very best to keep his tummy
happy. The staff did all they could to make sure we got to see Dad as much as possible together with keeping very strict to Covid-19 rules to protect all.
We would like to thank them all on behalf of our Dad.

Reply from Paul Burns, Director at Victoria Chartwell

I am delighted your Father's stay was so successful. The feedback is very important for us, thank you.


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Review from Marjorie R (Sister of Resident) published on 18 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Lovely staff. Very friendly and helpful. 100% looking after residents during covid.

Reply from Paul Burns, Director at Victoria Chartwell

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


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Review from Jean H (Respite Resident) published on 1 March 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My stay has been made so very good. I have been treated with the most respect and kindness I could ever have hoped for. All the staff have been most helpful, caring and friendly. The house is very clean and the food has been excellent. I am going home very relaxed but sorry to leave so many friends
behind.

Reply from Paul Burns, Director at Victoria Chartwell

We are so delighted to hear how your stay has been such a success. Very best wishes.


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Review from D G (Husband of Resident) published on 18 February 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The Victoria Chartwell quite rightly prides itself on the standard of service provided for its residents and this was witnessed by the NHS when placing my wife there for additional rehabilitation, following lengthy hospitalisation due to severe sepsis. This is a most debilitating condition physically,
mentally and psychologically. The staff were totally excellent in providing her with the post sepsis care she required, especially at a time when having to deal with the additional problems of covid and lockdown. To the Victoria Chartwell team - thank you.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you so much for your very generous support and we are delighted with the outcome.
Very best wishes.


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Review from Ian C (Son-in-law of Resident) published on 11 January 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My Mother-in-law moved into Chartwell in 2007, and, until her passing in November 2020, was looked after by all of the staff impeccably. She always commented on how friendly and lovely they were and how nothing was ever too much trouble for them. She was very happy and comfortable there, and we were
always so reassured that she was safe, and enjoyed it there so much. We would like to say how much we appreciated everything that was done for Mum during her 13 years at the Home, and express our thanks to all the staff who played a part in it.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you so much for your very kind words.
Best wishes.


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Review from S B (Daughter of Resident) published on 10 November 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent care and with compassion empathy and genuine kindness.
Regarding the lockdown period, I felt upset that I couldn't see my mum until end of life.
On the day of mums passing, I feel that discretion could have been used as mum died 30 mins

Reply from Paul Burns, Director at Victoria Chartwell

Thank you for your kind words of support and we are currently reviewing our visiting policies in the hope of improving opportunities for visits. We acknowledge your thoughts on the end of life visits and have revised these to be one hour in duration.


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Review from D H (Stepson of Resident) published on 1 April 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I arrived to pick up my dad for an appointment, unknowingly to the carer I was in the doorway to his room while dad was being prepared. Everything was explained to him and he was very compliant and understood the tasks that were being undertaken. I was very impressed with the carer's professionalism
and even more so as it was the carer's third day on the job. Well done!

Reply from Paul Burns, Director at Victoria Chartwell

I am very happy that you witnessed this interaction and were impressed.
Great news.
Thank you.


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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.