Review from Janet B (Resident) assisted by family/friend published on 24 November 2017
Submitted via Postal Card • Report

Overall Experience

In the home I was in before, where I was for three years, the system for using the call buzzer was entirely different. Here, in Chaucer House, I can wait for over an hour to have a call answered for two minutes of help. When I was in my previous home, the call would have been answered immediately and,

if not dealt with, an explanation given of how long it would be.

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Review from Elaine S (Sister of Resident) published on 19 October 2017
Submitted via Postal Card • Report

Overall Experience

This home has had 3 managers in 12 months.
Staffing is a major concern. This home is reliant on agency nursing staff. The morale and commitment is very low - most regular staff are leaving at a high rate.
The new manager has stated "If he was my brother, I would move him to another home". My brother

has PCA, stoma bag, kidney disease, partially sighted, dementia etc. etc.

This home is unable to change his stoma bag before 10am every day, unable to ensure his fluid is available to him 24/7, unable to control the number of cups of tea he has each day, unable to ensure wound dressing is changed correctly and regularly. It is a complete fiasco.

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Review from P V (Daughter of Resident) published on 17 October 2017
Submitted via Postal Card • Report

Overall Experience

My mother has resided here for 18 months and is happy here. She enjoys the varied daily activities, especially the musical ones. The rooms are bright, clean and cheerful. There is a varied daily menu for meals the food is excellent. It's good that residents are able to choose which food they want. The

laundry service is excellent. It is also convenient that there are regular visits by a hairdresser and chiropodist. The standard of care by all staff is exceptional. I can certainly recommend the care home. A couple of residents are sometimes exceptionally demanding of staff time but this could occur in any home.

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Review from R P (Son of Resident) published on 13 October 2017
Submitted via Postal Card • Report

Overall Experience

Extremely satisfied with home and care provided. Only criticism is rapid turnover of permanent staff and employment of agency staff.

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Review from Stephen T (Partner of Resident) published on 26 September 2017
Submitted via Postal Card • Report

Overall Experience

The award by the CQC of an "Outstanding" rating is my opinion well deserved. Since my partner was admitted to the home last December she has received first class and consistent care throughout. All the staff are very professional and genuinely passionate about the individual care they provide each resident.

My partner requires high dependancy support 24/7 and this has been provided without any issues. This, in turn, has given me great comfort. If that is not "outstanding" I do not know what is.

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Review from Diana B (Resident) assisted by family/friend published on 25 September 2017
Submitted via Postal Card • Report

Overall Experience

I have lived here for 5 1/2 months and the majority of the time I have felt secure and happy.
Our chef cooks a marvellous menu which I enjoy. The cleaning ladies keep our home sparkling and if anything is needed our maintenance man goes out of his way to ensure all is well again. The activities are

varied and interesting and keep me busy - I've even taken up a new hobby, making cards.

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Review from Catherine M (Wife of Resident) published on 22 September 2016
Submitted via Postal Card • Report

Overall Experience

I had to remove my husband from another home because I was not satisfied with his care.
I'm pleased to say since coming to Chaucer House he is happier, looks healthier, gained weight due to the wonderful care of everyone employed there. They are caring to me as well as my husband, nothing is too much

trouble, I could not expect better, they are wonderful. I hope my husband gets many more happy times there.

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Review from Margaret S (Wife of Resident) published on 31 July 2016
Submitted via Postal Card • Report

Overall Experience

From the moment I entered the home I was met by cheerful staff and the manager who showed me around. It is a well run and clean home. Within two months my husband has put weight on and looks well cared for. The staff seem to work as a whole team and have introduced themselves to myself and my husband's

medication and care plan.
This is a well run home and feels like one big family. Entertainment is laid on regularly. Shame all home can't run like this.

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Review from J K (Wife of Resident) published on 10 June 2016
Submitted via Postal Card • Report

Overall Experience

Ninety percent of the time the service and care cannot be faulted but there are occasions when several residents need attention at the same time, that the waiting time for attention is not acceptable. Residents lying near naked in urine soaked bedding for a long time is humiliating. Similarly if they

need help to use the toilet they need it urgently, not in 5-10 minutes. The carers are all brilliant and cannot be bettered.

Reply from Terry Allen, Marketing at Chaucer House Care Home

I would just like to add that the comments written, do not actually match the ratings that have been awarded by the reviewer.

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Review from Inez M (Wife of Resident) published on 8 June 2016
Submitted via Postal Card • Report

Overall Experience

My husband moved into The Chaucer Care Home in February 2016 and I am absoloutley over the moon with the care he has received. All the staff are friendly, happy and treat him with the utmost respect. He is always clean, tidy and well fed.
The home is spotless, homely, with great facilities including

a well maintained garden. Management and staff keep me well informed at all times.

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Review from Ellie M (Friend of Resident) published on 6 April 2016
Submitted via Website • Report

Overall Experience

Since my family friend has arrived at Chaucer House he has been welcomed in with loving arms by all members of staff. They attend all his needs, respect his wishes and give him the best care I've seen. He thoroughly enjoys himself at Chaucer house, bedrooms are wonderfully designed, infect the whole

building is! Staff are absolutely wonderful and inform me of his progress and what activities he's been joining in with. Chaucer House is a friendly and warm/loving home, I highly recommend it to anyone. The manager of Chaucer House is a warm and lovely kind lady, who welcomes anyone in, and has a great team working for her. Housekeepers/carers/nurses/admin/kitchen staff; are all very wonderful and should be very proud of themselves and the care that they deliver to each and every service user.

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Review from Christine P (Partner of Resident) published on 17 March 2016
Submitted via Website • Report

Overall Experience

I recently reviewed this home. My husband was admitted for end of life care. He was there for three weeks and was treated with tender loving care by every member of staff. I was able to visit any time and was cared for equally well. I cannot speak highly enough of this home. My husband died in

peace looking very comfortable. Those three weeks ensured I had total peace of mind and I could face his death with courage. I would recommend this home to anyone without any reservations. Losing a loved one is life changing and painful. The staff ensured that the pain was eased and my memories of those final days are peaceful and accepting. A huge vote of thanks to everyone involved!!

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Review from Rose (Sister of Resident) published on 16 March 2016
Submitted via Postal Card • Report

Overall Experience

My aunt was greeted with open arm's the day she moved in. All staff/manager/admin/house keeping were all present to introduce themselves. Made relatives welcome. Made my relatives feel special. All approachable and friendly. Throughout her stay was very happy, respect at all times, during her end of

life days dignity was respected.
Professional at all times, family were considered and looked after, her needs were met. Well done to everyone in Chaucer House Care Home. Excellent service, excellent care. Many thanks.

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Review from Cathy B (Daughter of Resident) published on 9 March 2016
Submitted via Website • Report

Overall Experience

My mother moved to Chaucer House on the day it opened in August 2015 and from then until her death in March 2016 she and our whole family were treated with warmth and skilled care. She has stayed in other care homes, but this was by far the best. A purpose-built building, skilled and kind staff and

an approachable and knowledgeable manager were some of the features, which helped to make her last few months as good as they could be. The atmosphere in the home is warm and welcoming, with all staff, whatever their role, showing this same caring approach, modeled so well by the manager. Whenever I or my family visited the home we were met by smiling staff who greeted us and offered us a drink. Nothing was too much trouble.

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Review from Christine P (Wife of Resident) published on 25 February 2016
Submitted via Website • Report

Overall Experience

This home is by far the best care home I have ever seen. My husband has dementia, cancer and kidney and needs acres of patience. All the staff are incredibly kind and thoughtful to patient and visitor. I feel totally supported and know my husband's care is exemplary.
The rooms are comfortable, warm

and very well appointed. Today I had lunch and was served a delicious three course meal, worthy of any excellent restaurant.
I would recommend this home to any one with no reservations.
The doctor who visits is wonderful and empathises with the patient's needs.
I guess this all sounds too good to be true but it is exactly as I find it. It is just so wonderful to know that I can come home knowing my husband is having the very best care.

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Review from I N (Wife of Resident) published on 27 January 2016
Submitted via Website • Report

Overall Experience

My husband moved to Chaucer House in October 15 from a residential care home as his needs now require nursing. He suffers from both severe dementia and physical limitations. He hadn't smiled in months, but as soon as he entered Chaucer House, he smiled and he is still smiling. It is a fantastic place

and all care homes should be like this one.

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Review from T K (Daughter of Resident) published on 8 January 2016
Submitted via Website • Report

Overall Experience

My mother was moved to Chaucer House from another rehabilitation centre. The staff greeted her with kindness and compassion that could not be surpassed. Everyone came to see her in the first days of her admission and introduced themselves, from the manager to the head chef, maintenance and domestic

team. We have a large family and we were all made to feel extremely welcome every time we visited. My mother was in a great deal of pain when she first arrived, the staff were so gentle and took time with her that we felt comfortable to leave her. She was treated with tremendous dignity and respect throughout her time at the home. Discharge planning was fantastic, we cannot recommend Chaucer House highly enough.

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Review from Mary B (Daughter of Resident) published on 10 October 2015
Submitted via Postal Card • Report

Overall Experience

We were nervous about placing my parents in a brand new care home. It looked lovely, but I was concerned about the quality of care to both my parents who had very different needs. My Dad needs reassurance and care whilst staying with his lifelong companion and best friend. Chaucer House have excelled

at reassuring me and proving that our choice of home was a good one. The care staff have all gone above and beyond to make my parents stay as comfortable as possible. They have kept me informed and included in all the decisions necessary. There will be difficult times ahead but I am reassured by their support to me and their care and love shown to my parents. Thanks to the manager and all the team

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Review from Julia F (Daughter of Resident) published on 5 October 2015
Submitted via Website • Report

Overall Experience

Mum moved in a month ago, needing full time nursing care after a very independent life. From the very first meeting with the manager mum was treated with warmth, dignity and respect, she was welcomed to the home and her choice of room as the bright, intelligent woman she is and has been treated as such

unfailingly by all staff members.
The nursing, care and catering staff have been excellent, always giving that bit of extra time and care. She has never once been patronised, she is looked after beautifully, she is always immaculately dressed and given her medication quickly and efficiently whenever it is needed. She has been invited to join in the groups and activities on on offer but not pushed to participate in anything she doesn't wish to.
The food is really beautifully cooked by an excellent and friendly chef, there is always a range of choices available. As family members we are welcome any time. This is a lovely newly built care home, immaculately clean and very nicely decorated. It has a modern approach very much in keeping with CQC standards and I fully expect it to get an excellent report on its first inspection. I am full of gratitude and heartfelt thanks to the wonderful staff team.

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Chaucer House Care Home

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