Charters Court Care Home

2 Charters Village Drive, East Grinstead RH19 2GW
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9.8 133 Reviews
  • Charters Court Care Home, East Grinstead
Charters Court Care Home, ideally situated in the luxurious Charters Retirement Village, in East Grinstead, West Sussex, delivers residential, nursing and residential dementia care.

Set in a welcoming environment, residents at Charters Court benefit from a number of spaces to relax, socialise and dine, as well as engage in the varied activities programme which includes everything from exercise classes to baking and gardening.

Taking a person-centred approach, all care services are completely personalised to individual residents and their unique requirements and preferences, ensuring they not only feel safe and cared for but also respected and valued for who they are.

Community is a big focus at Charters Court too. As well as encouraging residents to spend time with friends and family and other residents, the team also arrange plenty of opportunities to get involved with the East Grinstead community, ensuring they never feel excluded from living the life they want to live.

To find out more about life at Charters Court, please get in touch with the team.

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Care Provided by Charters Court Care Home

  • Primary Care Categories
  • Dementia
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Care Types Provided
  • Dementia Residential Care
  • Nursing Care
  • Residential Care
  • For a maximum of 60 Service Users
  • Privately Owned

Good to Know

  • Person in charge
  • Francesca Keating (Interim Manager)
  • Admission Criteria
    • Private, NHS and Local Authority
    • Ages 65+
  • Room Information
    • Single Rooms (60)
  • Care Home Design/Build
    • Purpose Built: Yes

Facilities

  • Gardens
  • Lift
  • Minibus or other transport
  • Phone Point in own room
  • Smoking not permitted
  • Television point in own room
  • Wheelchair Access
  • Visiting

  • Open visiting


  • Parking

  • Parking available


Charters Court Care Home Reviews (133)

Total of 133, showing 121-133
9.8

Charters Court Care Home has a Review Score of 9.8 (9.847) out of 10, based on 53 reviews in the last 2 years. Over all time Charters Court Care Home has 133 reviews.

Overall Experience

  • 109
  • 21
  • 2
  • 1
  • 0

Date Published

133
12
23
53
80

Review from Louise J (Granddaughter of Resident) published on 17 September 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Granny has been here for just over 6 months now. When she first went in she was quite poorly. Over the time, because of good care, she has become
Much better and more like my granny again.
A wonderful home with good staff.

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Review from J H (Daughter of Resident) published on 12 September 2018
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother is very happy here. I had my reservations about management of the home, however, this seems to be improving with the appointment of a new, local manager. The care staff do a fantastic job on a daily basis. The home is spotless and never smells. Food is good, although some changes recently
aren’t popular with Mother!

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Review from Daryl (Daughter of Resident) published on 7 August 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My dad entered Charters Court in June 2016 in the Dementia suite and my mother entered the nursing suite in October 2016. My father's dementia progressed very quickly and the staff care for him extremely well and with lots of care and compassion until he passed away in June 2017. My mother entered on
palliative care from hospital. The nursing team looked after her so well she was soon off palliative care and she has been able to enjoy a further year that we never thought she would see. To me this home is a diamond in the heart of Sussex and should be cherished.

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Review from Mary O (Friend of Resident) published on 21 June 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

As a carer, I am very pleased to have found Charters Court who provide respite care.
I have used this facility three times now and am very happy with the excellent care that is afforded to the residents.
The staff are all first class.

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Review from Audrey E (Resident) published on 21 June 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

The question of food is hard to answer as one day it would be good, and the next terrible! And toying with all the extra charges.


One suggestion is a 'true' Chinese meal!


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

Thank you for the positive review you have made with regards to your overall experience at Charters Court. We take feedback seriously to consistently maintain the quality of our services and continually improve to meet residents’ satisfaction and offer value for money.


With regards to our menus, they are being developed based on each of the resident’s preferences and are written in their plan of care. Our dignity in dining process assists our team to develop menus that are delicious, healthy and offer a variety of choices dependent on the season, occasion and most importantly choices made by the residents. We also offer an alternative menu on the day where a resident may not like what’s on offer in the menu. Also, following our meeting with the catering team, we recently underwent a review of the menu selection. Should you have other matters of compliments or complaints, please feel free to discuss this with us through our Home Manager or any member of the team.


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Review from Lindsay G (Daughter of Resident) published on 11 June 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has only been here for a couple of months now, but in that time the staff have been very attentive and have had the doctor treat her for various things to keep her comfortable.
All the staff are very patient and treat everyone really well - you know they will all be safe in their care, when
you are not around.

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Review from Anne (Daughter of Resident) published on 15 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am extremely pleased with the way my mother is cared for. The permanent staff are wonderful and know what my mother likes and dislikes, however, we have had a spate of agency staff who, although very caring do not have the continuity of the permanent staff. It would be very helpful if the staff remained
in the home.

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

Thank you very much for your review of Charters Court, feedback is always welcomed and appreciated.


With regard to the team at Charters Court, we have had a couple of people depart purely due to relocation, resulting in some use of agency care to support Residents. We are in the process of recruiting to ensure we have a full complement of our own team.


Thank you for patience whilst we deal with this process and I shall ensure your feedback is shared with the Team.


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Review from Geoff E (Son of Resident) published on 12 September 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Both of my elderly parents have been residents at Charters Court for just over one year. My father, unfortunately, passed away in June, but my mother continues to be cared for in the nursing unit upstairs.


I cannot praise Charter Court enough, as despite this being a truly awful experience for my

sister and myself the staff have been absolutely amazing. We have got to know many of them quite well and witnessed constantly the dedication and care that they put into looking after the residents.


The facilities are fantastic and not what I was expecting when looking for a safe environment for my parents to live with the home itself set in a very lovely countryside location.


I would strongly recommend anyone having to look under similar circumstances to take a look at Charters Court. It has always been very easy to visit at any time of the day and I have always felt very welcome with staff often taking time to talk to me about things happening with my parents.


Top care home, top staff.


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Review from Martyn (Son of Resident) published on 17 August 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother and father recently moved into Charters Court Care Home. I am absolutely delighted with the care that they are now receiving. Charters Court is meeting my high expectations and in several areas, it is surpassing my expectations. I highly recommend Charters Court without reservation.

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Review from Sally M (Wife of Resident) published on 26 June 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Everything is perfect. Food is excellent. Care is excellent. Surroundings are beautiful. The rooms are very clean and well looked after. The care staff are lovely and friendly and approachable. My husband is very happy living here.

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Review from Leonard B (Resident) published on 26 June 2017
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Charters Court is a brilliant home. The staff is very good and the activities are very good. Overall it is a brilliant care home.
The care staff is always there to help you, and the food is second to none.

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Review from Amanda B (Daughter of Resident) published on 24 March 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My Mum needed convalescence care to help her recover from a serious illness and 3 stays in hospital. The staff at Charters Court have been amazing. It is a very pleasant environment, bright and airy with modern facilities. The staff genuinely care about their residents and seem to enjoy working with
elderly people. There is a strong culture of caring and willingness to help. You notice immediately that everyone smiles, from the cleaners to the excellent carers. Their kindness helped my Mum recover and now she is fit and able to return to independent living again as we had all hoped. I am extremely grateful to Charters for their understanding and appreciation of what it takes to get someone back on their feet again.

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Review from Sharon K (Daughter of Resident) published on 17 March 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

Overall I happy with the service provided. I do feel the attitude of some staff members needs to be improved as well as their skills and the way they deal with residents. I do not feel care plans are read when new staff are on duty and they do not seem to know what residents needs are, what they like
or do not like, general information that is very important to the residents care.

Reply from Alistair Betts, Regional Manager at Charters Court Care Home

Thank you for your feedback which we welcome. We are always keen to know of the experiences that people have of our services and we will look at the points you have raised.


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Current Review Score: 9.8 (9.847)

Overview of Review Score

The Review Score of 9.8 (9.847) out of 10 for Charters Court Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.8 out of 5 from 53 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 52 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 4.847 for Charters Court Care Home is calculated as follows: ( (536 Excellents x 5) + (76 Goods x 4) + (3 Satisfactorys x 3) + (3 Poors x 2) + (1 Very Poors x 1) ) ÷ 619 Ratings = 4.847

  • 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 Charters Court Care Home is based on 52 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 60 registered maximum number of service users is 12, which has been reached with 52 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: 11 Jun 2021

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Requires improvement

  • Safe

    Good

  • Well-led

    Good

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

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