You are here

The provider of this service changed - see old profile

Inspection Summary

Overall summary & rating


Updated 30 October 2019

About the service

Victoria Chartwell is a residential care home providing personal and nursing care to 22 people aged 65 and over at the time of the inspection. It consists of a three storey building with an accessible enclosed garden. The service can support up to 22 people.

People’s experience of using this service and what we found

People at the service were safe and told us they felt safe. The provider followed safe recruitment procedures and staff were well trained. There were enough staff to give people the safe care they needed. The home was clean and uncluttered and risk assessments were carried out. The kitchen had a good food hygiene rating. Medicines were managed safely and regularly audited by a pharmacist.

People had pre-assessments before arriving at the home and had their care regularly reviewed. Staff were well trained in subjects relevant to their roles and to the people at the home. People could personalise their rooms in any way they wished people brought pictures and furniture in o the home to make it feel familiar. The chef cooked fresh food daily which people enjoyed. A person told us, “He’s a very good chef, if there’s anything you don’t like he manages to conjure up something different.”

People were well treated by polite and caring staff who were cheerful and friendly. A person told us, “We have great respect for each other.” People were involved in decisions about their care. People were able to welcome visitors at any time and were encouraged to remain active.

People took part in numerous activities organised by an activities coordinator. Activities were designed with people at the home in mind to ensure they were accessible to all. A person told us, “The activities girl is amazing, I don’t know where she gets her ideas from, there is always so much to do.” Staff helped people to keep in contact with the wider community. Complaints were dealt with promptly and the management staff were keen to be seen as approachable at all times.

There was no registered manager at the time of the inspection. However the staff were supported by a care quality manager, the provider and the wider management team of the Victoria Nursing Group. Staff told us they felt well supported. The service worked with outside agencies and specialist healthcare providers. A visiting healthcare professional told us, “The residents all seem really happy, the staff actively look out for the patients.”

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was Good. (published 24 January 2017)

Why we inspected

This was a planned inspection based on the previous rating.

Inspection areas



Updated 30 October 2019

The service was safe.



Updated 30 October 2019

The service was effective.



Updated 30 October 2019

The service was caring.



Updated 30 October 2019

The service was responsive.


Requires improvement

Updated 30 October 2019

The service was not well led