Review from Leonard H (Husband of Resident) published on 12 April 2021
Submitted via Postal Card • Report

Overall Experience

Charters Court transformed the condition and happiness of my wife since becoming a resident in December 2020. The standard of care and more importantly the cheerfulness of all the staff, is very comforting. Nothing seems to be too much trouble.

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Review from P L (Daughter of Resident) published on 19 February 2021
Submitted via Postal Card • Report

Overall Experience

My mother is happy and safe living at Charters Court Care Home. Her wellbeing improved due to the care provided for her after she moved here. I have peace of mind while she is here. She is looked after by caring, responsible individuals who always do their best.

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Review from K S (Friend of Resident) published on 22 December 2020
Submitted via Postal Card • Report

Overall Experience

Staff always pleasant. My friend who I visited regularly was kept comfortable and enjoyed the lovely food. The room and communal areas always looked spotless and welcoming.

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Review from Melanie D (Daughter of Resident) published on 10 December 2020
Submitted via Postal Card • Report

Overall Experience

Charters Court has provided a safe and secure environment for my mother who is 94 and cared for on the nursing wing of the home. They have ensured that during the current situation with the virus both she and her relatives have felt confident. All staff both caring and office and backstage are kind

and considerate and treat my mother with dignity.

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Review from A S (Sister-in-law of Resident) published on 16 November 2020
Submitted via Postal Card • Report

Overall Experience

Sitting outside was becoming rather chilly at times! so it was welcome to be able to meet inside with very organisation. The staff are always pleasant and I appreciate being offered coffee.

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Review from Stephen M (Son-in-law of Resident) published on 25 September 2020
Submitted via Postal Card • Report

Overall Experience

My Father in Law is very well cared for and although his condition is deteriorating, he seems happy enough. I am pleased that if there is any change in medication or he needs NHS treatment, we are informed immediately. The current management is excellent. The fact that there have been no cases of COVID-19

in the home is almost entirely down the quick actions of the current manager, to whom our everlasting and grateful thanks are due.

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Review from S M (Daughter of Resident) published on 9 September 2020
Submitted via Postal Card • Report

Overall Experience

My father has been in Charters Court Care Home for two years to date. This place was such a find initially, as we came upon it quite by accident when my father needed respite care. In his own words "they take good care of you here". The current manager has coped amazingly at a very difficult time, always

professional and caring. He is also highly respected and supported by a very professional and caring team of staff. We, as a family, are very happy to mark this home 10/10.

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Review from W P (Wife of Resident) published on 30 January 2020
Submitted via Postal Card • Report

Overall Experience

Difficult to recommend with no experience of other care homes.
The staff treat the residents well and are most helpful and kind.
Continuity of manager would be an advantage.
Incidentals like toiletries and newspapers could be included in weekly charge.

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Review from Mark H (Son of Resident) published on 17 December 2019
Submitted via Postal Card • Report

Overall Experience

Daytime carers are very helpful and competent. Nighttime rather less so.
Shortages of staff quite frequently and surprised to see carers emptying bins - an obvious shortage of cleaning staff.
Staff do not have enough time to sit with patients.

Reply from Clare Sheehan, TBC at Charters Court Care Home

Thank you for your feedback. I am pleased that you find the day carers helpful and competent. All of our carers go through the same rigorous training, development programme and supervision checks, so should be performing to the same level however the Unit Manager will look into your concern, and how we can improve. There are rarely staff shortages on the unit except when there is lateness, unexpected sickness that can’t be covered by permanent or agency staff. We have had a shortage of housekeepers, so as we work as a team, at times the carers have emptied bins as they would on any other day that it was necessary, as housekeepers are not in the building 24/7. We have now recruited two new Housekeepers who will be joining us over the next couple of weeks. We have three activity staff, so there are always plenty of people around to spend time with residents.

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Review from P S (Son of Resident) published on 15 November 2019
Submitted via Postal Card • Report

Overall Experience

Our mother likes Charters Village. Caring staff and a nice comfortable room. She enjoys personal touches like hairdressing and nails, hand massage.
She doesn't enjoy the food and has difficulty in swallowing. She is being reviewed by a dietician. Her diet consists entirely of soup, avocados (we supply)

and jacket potatoes. Occasionally ice cream, but dislikes because of poor quality. She has been served margarine on a jacket potato and was very cross. She thinks I have been over-generous on marking, but it's not the kitchen's fault that she cannot eat.

Reply from Tracy Hardy, Careline Team Leader at Charters Court Care Home

Thank you for your review. We have recently had a chance to meet up and discuss the menu and can confirm that residents are offered choices from a menu for every meal at the home. The menu and food choices have been developed by a nutritionist to meet the needs of people living in a care home. However, we appreciate that everyone is an individual and if the resident does not like what is on the menu, we are always more than happy to provide an alternative.

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Review from V N (Daughter of Resident) published on 2 September 2019
Submitted via Postal Card • Report

Overall Experience

I have found the nursing home, Charters Court, to be a well run, professional establishment. My mother has settled very well due to the kindness and attention of the lovely staff. I can recommend this nursing home without reserve. My mind is at rest in the knowledge she is in such capable hands.

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Review from Julia J (Daughter of Resident) published on 12 June 2019
Submitted via Postal Card • Report

Overall Experience

It has been a huge relief that my father has settled as well as he has within a few days of moving into Charters Court. Dad suffers with a rare form of Alzheimers but has seemed very content for much of the time. All the staff are very friendly at all times and really care about the residents' welfare.

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Review from Paul B (Husband of Resident) published on 30 May 2019
Submitted via Postal Card • Report

Overall Experience

My spouse's situation in the care home is atypical. She spends the majority of the time out of bed at home. Her condition makes swallowing difficult such that her food is provided by me. The questions below for food and drink are not applicable. Similarly, management, where over the past year there

have been five managers. Regardless of the above, I am very satisfied with the facilities, care and support.

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Review from Dawn P (Daughter of Resident) published on 30 May 2019
Submitted via Postal Card • Report

Overall Experience

My Mother has been here for 2 months and is very happy here. The staff are lovely and very kind and caring to her. Her mind is stimulated and her mobility has improved. They really care and she is happy. What more could I ask for?

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Review from Garry H (Relative of Resident) published on 29 January 2019
Submitted via Website • Report

Overall Experience

Charters Court is an amazing home! The best of the best. The staff team are exceptional, we are kept in the loop about our relative at all times. The recent changes in management have made a huge positive impact. All of the residents I see and speak too are happy and smiling. HC-one does what it says

on the tin - the kind care company.

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Review from Sonia R (Friend of Resident) published on 29 January 2019
Submitted via Website • Report

Overall Experience

Excellent home delivering the very best care. Absolutely love it here and so do the residents, I hope I have the opportunity to live somewhere as great as this. Excellent staff team, can’t fault any of them. Very impressed with some of the recent changes and certainly no complaints with the new management.

Very nice indeed!

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Review from J R (Resident) published on 16 November 2018
Submitted via Postal Card • Report

Overall Experience

I love this home! Very accommodating and lovely.

Caring, kind staff, lovely food.

Always something going on for everyone.

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Review from Peter H (Son-in-law of Resident) published on 13 November 2018
Submitted via Postal Card • Report

Overall Experience

Excessive time seems to be spent on paperwork rather than care. The care plan system seems unnecessarily bureaucratic. Care provided is good but could be improved by making more personal, individual service for each resident.

Reply from Clare Sheehan, Careline Advisor at Charters Court Care Home

Thank you for your feedback regarding the care delivery at Charters Court. The paperwork we currently use at Charters Court is the same as the system used in our other HC-One Homes and has previously been highlighted as very person-centred and thorough by local authorities. We’re still in the early stages though as we have only just moved over to the new style. Our colleagues continue to receive training and support around the new paperwork so you should see improvement soon as the team gets used to it. We’re always happy to discuss care planning with residents and relatives and we regularly review them to ensure they meet our resident's needs.

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Review from Elaine J (Sister of Resident) published on 13 November 2018
Submitted via Postal Card • Report

Overall Experience

It's a beautiful building inside, very safe for residents. Good almost too good and plentiful.
Smaller portions and more known meals I feel would encourage eating. A gap between food on plates so they can be seen individually. Activities don't always happen - outside musicians are excellent. Staff

are friendly and kind. Not always in the room.

Reply from Clare Sheehan, Careline Advisor at Charters Court Care Home

Thank you for your kind comments. We are very proud of the hard work and dedication from our team here at Charters Court. I have noted the comments regarding food and will discuss further with our kitchen team. We do ensure the dining experience meets our residents nutritional needs as well as being enjoyable. Activities are currently being developed within the home and we try to include residents and relatives ideas to provide that person-centred approach. Staffing levels have recently been reviewed and our agency colleague numbers are reducing as we recruit more of our own permanent team members.

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Review from Kenneth G (Husband of Resident) published on 7 November 2018
Submitted via Postal Card • Report

Overall Experience

Very kind carers providing excellent care.

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Charters Court Care Home

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