Charterhouse Care Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good at this assessment the rating has changed to outstanding.

This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider demonstrated an exceptional commitment to treating people with kindness, empathy, and compassion, while consistently upholding their privacy and dignity. Staff extended this respectful approach to colleagues from other organisations, promoting positive and professional relationships.

During the assessment, staff consistently engaged with people in a warm, respectful, and compassionate manner. They showed a strong understanding of individuals, taking a genuine interest in their lives. For example, one staff member engaged a person in meaningful conversation about their personal history, supporting connection and wellbeing.

The provider actively recognised and celebrated positive experiences through a well-maintained compliments log, alongside numerous thank-you messages and cards displayed throughout the home. These reflected consistently high levels of satisfaction from people, relatives, and visitors.

Staff spoke proudly of the culture, with one stating staff genuinely had compassion and a real sense of care when supporting people. Feedback from people and relatives was overwhelmingly positive, highlighting the personalised and emotionally supportive nature of care. One relative commented that all staff went out of their way to ensure their family member felt cared for and treated as an individual. People told us they enjoyed living at the service, got on well with staff, and felt safe in their care.

The provider promoted highly personalised experiences through initiatives such as “Make a Wish,” enabling people to take part in significant life events, including family celebrations and personal interests. Staff actively supported people to achieve these wishes, enhancing their quality of life.

The dementia-inclusive “Hoppiness Project” further demonstrated this approach, involving people in co-produced activities such as reminiscence sessions, growing hops, beer tasting, and creating their own beer. The final product was named “100 and Not Out.” People were involved at every stage of the process, enhancing engagement, confidence, and a sense of achievement. The finished product reinforced ownership, pride, and inclusion. There was a strong ethos of people living in their own home, with leaders encouraging staff to see themselves as guests within people’s living spaces. This promoted mutual respect, dignity, and trust, which was evident in both the environment and care delivery. Dignity was further upheld by supporting people to exercise choice, independence, and control in their daily lives, while recognising and respecting their identity as adults and enabling them to live meaningful, self-directed lives.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

We saw how the provider supported one person to write and publish a book based on their wartime experiences. They were further supported to host a book signing event in the atrium, where others could meet them, discuss their experiences, and receive signed copies. This promoted a strong sense of pride, purpose, and achievement. We saw how a couple were supported to maintain their relationship and spend quality time together, both within the home and in the community.

One partner told us they were able to visit at any time, spend meaningful time together, and celebrate special occasions such as birthdays and anniversaries together within the service.

Staff demonstrated a comprehensive understanding of the people they supported, confidently describing how care was tailored to meet individual needs and preferences. This ensured care was not only responsive but also meaningful. Records clearly reflected how individuals wished to be treated, supporting a truly personalised approach.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

We observed people being supported to eat independently, with assistance provided sensitively where needed. Mealtimes were calm, unhurried, and well-staffed, promoting dignity and independence. People were offered meaningful choices of meals and drinks, and adaptive equipment, such as plates with raised edges, was used to further enable independence.

People were encouraged and supported to contribute in meaningful and valued ways, promoting their independence and choice of social inclusion. Some took on volunteer roles, such as leading small group activities, delivering newspapers, and providing French lessons, which strengthened confidence, helped people maintain skills and a sense of purpose.

A range of inclusive community initiatives, such as visits from local baby groups and access to library services, further supported connection, independence and helped reduce social isolation.

One person told us they attended live music events, sharing that they had previously played in a band and continued to enjoy musical activities that were offered. Relatives spoke positively about the wide range of opportunities available. One relative highlighted the “What’s On” planner (a paper-based activity schedule displayed throughout the home and in individual rooms) which supported awareness and encouraged participation. This included visits, musical events, and a gardening club, where people had their own raised flower planters, enhancing their sense of purpose and enjoyment. People spoke positively about the opportunities available to them, including regular residents’ meetings where they could influence decisions about food, activities, and daily life. They described having freedom, choice, and access to a range of activities such as outings, games, and attending church. The on-site café and restaurant were valued as important social spaces. Initiatives such as the community “shed” project and a community-based gardening project encouraged meaningful participation, skill-building, and social connection, while bringing people and the wider community together to promote engagement and a sense of belonging. The provider was responsive to feedback; for example, popular entertainment such as live music was rebooked quickly following positive feedback.

A relative commented that staff continually strived to maintain their family member’s independence.

Staff demonstrated a strong understanding of people’s rights, including the right to make unwise decisions. When appropriate, appropriate safeguarding processes were followed, multi-disciplinary input was sought, with a safety plan implemented to manage risks while respecting their autonomy.

The provider listened to and understood people’s needs, views, and wishes. Staff responded to people’s needs in a timely way and took action to minimise any discomfort, concern, or distress.

We observed staff supporting people in a dignified and respectful manner. For example, during mealtimes, staff provided timely and appropriate support; when one person stopped eating, staff offered assistance, which the person accepted.

People told us they were able to access support when needed. One person said, “I just press my button and they come and find you.” Another person told us there could occasionally be a short delay, but they generally received the support they required.

Relatives also spoke positively about staff. One relative described how carers had built strong relationships with their family member and noted, through their relative’s facial expressions and interactions, that they valued the care and engagement provided, even during difficult times.

Staff spoke positively about their roles, with one telling us, “I feel proud of the care and support we provide to people here at Charterhouse, and that I can be part of their journey.”

The provider demonstrated an exceptional commitment to promoting staff wellbeing, consistently enabling staff to deliver high-quality, person-centred care.

Staff described the registered manager as open, approachable, and highly supportive. They felt confident raising concerns and were assured these would be addressed promptly and sensitively. Staff were actively encouraged to contribute through meetings, reflective practice, and the sharing of best practice, fostering a positive, inclusive culture.

This approach ensured staff felt valued and recognised, with opportunities to celebrate achievements and contribute to service improvement. One staff member said, “I can call managers at any time,” reflecting the strong, accessible leadership presence. Flexible working arrangements further supported staff to balance their professional and personal responsibilities.

Supervision and support systems were highly effective and focused on development, promoting continuous learning and improved practice. Staff reported increased confidence, competence, and teamwork as a result.

The provider had an established training academy, offering a comprehensive and structured induction programme tailored to individual learning needs. This enabled staff to develop the knowledge, skills, and confidence required to deliver high-quality care from the outset. Comprehensive wellbeing support systems were in place, including access to a mobile application offering resources on mental health, physical health, stress management, menopause support, and financial wellbeing. This included an early wage access scheme, enabling staff to draw earned wages, such as overtime payments, before the standard pay date. Staff were also recognised through initiatives such as funded days out for them and their families. Staff told us they felt valued and appreciate