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 81-100
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 W W (Resident) assisted by family/friend published on 1 April 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I am very happy here. It's a friendly place.
The only thing I would say is I would like somewhere safe and private that I can store papers and jewellery etc. I would like it in my room.

Reply from Paul Burns, Director at Victoria Chartwell

You should have a lockable draw in your room and I will ask maintenance to check this for you.
Terribly sorry.


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Review from P L (Resident) published on 27 February 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I would recommend this home highly. The staff are very helpful and thoughtful and always kind and cheerful. The meals are well balanced and tasty. I shall miss the staff very much when I leave.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you so much and I am delighted you have enjoyed the experience.


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Review from D T (Friend of Resident) published on 5 February 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very kind and caring staff throughout the team. Always polite and friendly welcome. Have got to know some of the staff better over the past 12 months. They really do care and look after the patient's welfare first and foremost.

Reply from Paul Burns, Director at Victoria Chartwell

This is wonderful to read, thank you so much. I really appreciate your taking the time to provide feedback.
Thank you.


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Review from M M (Resident) published on 11 November 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I give Victoria Chartwell thanks for the excellent care given to me after a long and difficult time in hospital. I cannot praise the nurses and staff enough. I will miss them all so much.

Reply from Paul Burns, Director at Victoria Chartwell

How lovely to read your very positive comments about Victoria Chartwell.
Thank you so much.


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Review from G W (Resident) published on 16 October 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My experience here has been so good. The care is wonderful. The nurses are very caring and helpful. Could not have asked for better.

Reply from Paul Burns, Director at Victoria Chartwell

We are so pleased for you and delighted that you are happy.
Thank you.


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Review from M N (Respite Resident) published on 11 October 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The carers all always so very helpful in every way. Their understanding and patience with everyone is exemplary. Nothing is ever too much trouble. They are kind, considerate and compassionate, always greet you with a broad smile to brighten up your day. I cannot praise them enough. The only comment
I have to make about facilities is about the washbasins in the toilet, they are ridiculously small and not fit for purpose.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you for your lovely comments, much appreciated. I will ask maintenance to look at the washbasin to see if a larger one could be installed.


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Review from A S (Next of Kin) published on 17 June 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very kind and understanding staff. Very clean. Very professional.
TV in residents room next door - remote broken so TV always very loud.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you for the very positive support and I will ask maintenance to fix/replace the TV remote.


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Review from Christine T (Friend of Resident) published on 11 June 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

All the staff (nurses, carers, chefs etc) are very caring and friendly. They take great care to make the residents and their families/friends feel at home and give superb medical attention to all the residents. Brilliant.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you so much, what a wonderful testimonial for the staff.
Very best wishes.


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Review from Sally H (Daughter of Resident) published on 24 May 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My father stayed at Victoria Chartwell Nursing Home for about 18 months. He was cared for cheerfully and fondly by the staff, who do an excellent job, taking care of all the resident's needs so that friends and family can enjoy time with them. He particularly enjoyed the Bingo.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you so much for your support.


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Review from J B (Daughter of Resident) published on 24 May 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Thank you for the amazing care given to Mum over the past 2 years. The care and attention given to her by all the staff was second to none.
Mum was a very proud and independent lady who was opposed to going into a home, but once she settled in, she loved all the activities and social events. She was
very happy there.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you so much for taking the time to give us such wonderful feedback.
Very best wishes.


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Review from Michael B (Son of Resident) published on 26 February 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The residents here are treated as individuals.
When my mother lost her appetite, the chef would often visit her in her room to see if he could tempt her with something other than the normal menu. The nursing care she received was excellent. All of the staff are extremely caring, efficient and treat
the residents with dignity.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you so much for your support, it is much appreciated.


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Review from Susan T (Daughter of Resident) published on 6 February 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The care team and nursing staff are all very good at their jobs. Everyone at Chartwell have looked after my mother with much love and have met her needs.
However, I was disappointed with the lack of access to the beautiful gardens in the summertime and the new ramp is not fit for purpose as most of
the staff seem to struggle with it. I certainly found it near on impossible.

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Review from Claire D (Daughter of Resident) published on 17 January 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Both day to day and end of life care have been fantastic. The staff all seem to really care and are very kind and thoughtful to relatives as well as residents. Access to the lovely garden really ought to be made for easier as it is not at all easy for a wheelchair to access it, a terrible shame.
Everything
else is great and I am so pleased that my parents were both able to end their days in familiar surroundings, in peace and with such good care.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you so much for your kind comments and support.
We will investigate making wheelchair access better for the garden since we agree that it is a lovely space to experience.


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Review from Bronwen S (Daughter of Resident) published on 14 January 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The home is very homely and welcoming and the staff are always friendly. Most of the time the care is excellent. I did have to ask 4 times for a light bulb to be changed (over 3 weeks) which was disappointing but eventually, it got changed when I said I would complain officially if it wasn't done. It
was necessary as my mother couldn't see to read.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you for your positive feedback. I must apologise for the delay in replacing a lightbulb and will be addressing this failing with our maintenance team which simply should not have happened. Once again, thank you for taking the time to provide us with your feedback.


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Review from Julia R (Daughter of Resident) published on 9 January 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

All the staff go above and beyond to help. Always friendly and happy to residents and visitors.

Reply from Paul Burns, Director at Victoria Chartwell

Thank you so much for expressing your wonderfully positive feelings.
We much appreciate your taking the time.
Thank you.


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Review from Despina S (Friend of Resident) published on 15 March 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

From initial contact and introduction to the domicile, our experience has been absolutely fantastic.
The staff and environment alike are so welcoming.
I have been impressed time and again by the nurturing, caring and sincerely considerate approach of each and every professional.
I am so grateful
to feel heard and understood in representing a loved one who cannot advocate for herself.
The peace of mind afforded knowing the residents really do come first is priceless. Thanks.

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Review from Leigh B (Grandson of Resident) published on 15 December 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

A well-run home with caring staff in a great location. Residents are valued and seem happy. Would recommend.

Reply from Paul Burns, Managing Director at Victoria Chartwell

Thank you for your kind words of support.


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Review from A B (Relative of Resident) published on 27 November 2017
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

A nice home with hard working, friendly staff.


Residents encouraged to join in the many activities.


Food OK


Bedtimes a bit early (in readiness for night staff shift).


The residents are kept clean.


The rooms although clean would benefit from more attention to maintenance (call-bells,

curtains, switches etc)

Reply from Paul Burns, Managing Director at Victoria Chartwell

Thank you for your support and I do note your important observations regarding maintenance, catering and bedtimes. All of these will be taken very seriously and addressed accordingly.


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Review from Andrea H (Power of Attorney of Resident) published on 1 August 2017
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

The close friend (who we are responsible for) was lucky to be offered a rehabilitation placement at Victoria Chartwell Home and ended up being there nearly 10 weeks. He was very well cared for and all the staff and managers made an effort to be friendly, kind and considerate of his loss of independence,
through physical and mental ill-health. His room was very pleasant and kept tidy and clean at all times, and the laundry did a great job with his clothes. Everyone there was also very kind to us, his carers kept us informed of everything and welcomed us as visitors at any time.

Reply from Paul Burns, Managing Director at Victoria Chartwell

Thank you for this wonderfully positive review and I am delighted you were so happy.


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Review from James M (Nephew of Resident) published on 13 July 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My aunt died in this home on June 22nd after living there for over 8 years. She latterly had agency carers during the day, but the provision by the home itself was excellent. I visited every few weeks (I live a long way away) but I never gave warning of my visits. I always found everything in excellent
order, which was great for me and my family as well as for my aunt, who lived to the age of 96 1/2!

Reply from Emma Sheriff, Care Quality Director at Victoria Chartwell

Many thanks for taking the time to write a review and thank you for your support.


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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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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.