Charterhouse Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the has remained good.

This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.People told us staff supported them to maintain hobbies, interests, and relationships that were meaningful to them, such as attending church, participating in activities of personal significance, and maintaining important social connections. Activities were highly valued, and staff were consistently described as caring, committed, and inclusive in their approach.

Leaders maintained strong oversight of people’s engagement and social inclusion, with a proactive focus on reducing isolation. This included monitoring participation, identifying those at risk of spending extended time alone, and putting tailored support in place to promote meaningful interaction and connection.Where concerns were identified, one‑to‑one time was provided to improve engagement, reducing the risk of social isolation and promoting wellbeing.

Staff described personalised approaches to individual needs, such as sensory-focused sessions for people requiring one-to-one support. These included activities designed to stimulate the senses, such as engaging with flowers, herbs, and the garden environment, supporting emotional wellbeing and engagement.

The provider demonstrated a strong understanding of the diverse health and care needs of individuals and their local community. Care was well coordinated, flexible, and supported people’s choice and continuity.

People and their relatives felt well informed and involved in care provision, including being kept up to date with any scheduled appointments. One person told us that “Charterhouse Care Home is very fortunate to have a GP practice on-site within the Chocolate Quarter community, which enhances people’s sense of safety and security”.

There were effective links with a wide range of healthcare professionals, including a positive working relationship with the GP surgery. Referrals were made appropriately to meet additional needs. One professional stated, “The home seems well run and provides a very pleasant environment for people, who appear very happy.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were clearly identified and comprehensively recorded within their care plans, alongside any additional support requirements. This ensured staff were equipped to deliver highly personalised support. During the inspection, we observed staff communicating effectively, often positioning themselves at eye level to enhance engagement. Staff took time to listen, respond to questions, and provide reassurance, promoting understanding and trust.

The service fully embedded the Accessible Information Standard (AIS), ensuring information was shared in ways people could understand, including the use of alternative languages and Braille where required.

Communication across the service was proactive and inclusive. Updates were shared through a variety of channels, including the “Good News” newsletter, social media, noticeboards, and visual technology on each unit. This ensured people and their families remained well informed, engaged, and connected to the service.

People spoke positively about the “Your View Matters” resident engagement meetings, which provided opportunities to share their views and contribute to service improvements.

The provider also organised bi-monthly family tea events, where people could invite relatives to attend, helping to promote involvement and open communication.

One person told us however they had given feedback about the menu and offered recommendations.

The service had a complaints policy, and records showed that concerns were managed transparently and addressed within the timescales set out in the policy.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Records showed that people were proactively supported to access a wide range of services, including attending healthcare appointments. The availability of a dedicated vehicle enabled people to travel independently to appointments and participate in outings of their choice, such as shopping trips, celebrations, and social activities, promoting both independence and community engagement.

We observed people benefited from access to a diverse range of high-quality on-site facilities and activities, including a swimming pool, gym, and regularly organised pop-up events in the reception area, such as markets, crafts, and entertainment. The provider demonstrated a strong and embedded commitment to inclusion, ensuring people’s cultural and religious needs were consistently respected and supported. Opportunities were available for individuals to observe and celebrate important religious events in ways that were meaningful to them.

Relatives and partners were actively involved in care, enabling them to support and represent people’s wishes where appropriate. Care plans clearly identified any barriers to access, including those related to health conditions, ensuring staff delivered responsive and personalised support.

The environment was fully accessible, enabling people to mobilise safely and independently throughout the service, including to outdoor spaces.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People spoke positively about the support they received, particularly where it helped overcome barriers. One person told us, “The administration and management staff were extremely supportive to me, especially in managing communication with the local authority and services.”

The provider demonstrated an exceptional commitment to supporting people to plan for important life changes, enabling them to make informed and meaningful decisions about their future, including at the end of life.

At the time of assessment, some people were receiving end-of-life care. People were supported by qualified nurses and appropriately trained support staff, ensuring their needs were met safely and with compassion. Peoples wishes and preferences were clearly documented in line with the Gold Standards Framework (recognised framework designed to improve end-of-life care), including choices around hospital treatment and decisions such as Do Not Attempt Cardiopulmonary Resuscitation (DNACPR). End-of-life care plans were highly personalised, reflecting what mattered most to individuals, including their spiritual needs and who they wished to be present during their final days.

Leaders described a thoughtful and compassionate approach to supporting families and loved ones. This included providing comfort packs with practical and meaningful items such as toiletries, warm socks, battery-operated candles, and multi-faith prayer books, alongside arrangements for rest and refreshments to ensure families felt supported during difficult times.

The registered manager demonstrated a clear passion and commitment to high-quality end-of-life care. Reflective practice was embedded, with staff involved in meaningful debrief discussions following each death to review care and identify opportunities for continuous learning and improvement.

We saw numerous cards of appreciation from families following bereavement, reflecting the positive experiences of care provided. Professionals also spoke highly of the service, with one noting that staff delivered care with kindness, dignity, and sensitivity, even in the most challenging circumstances.