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Isleworth care home wins approval of national care inspectors

Added on: 10th July, 2018 by WPRagency

Isleworth care home wins approval of national care inspectors

The team at Charlotte House celebrating the home's overall 'Good' rating

Last Updated:
Tue, 10 July 2018

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A national care watchdog has given a care home in Isleworth the seal of approval, with relatives and residents praising its caring and attentive team members.

The Care Quality Commission’s (CQC) report gave Care UK’s Charlotte House care home on Snowy Fielder Waye an overall ‘good’ rating, following an unannounced inspection.

The home received ‘good’ ratings in all five categories for safety, effectiveness, responsiveness, caring and having a well-led service.

Charlotte House’s team members were praised for the level of care shown to residents, treating them with kindness, compassion and respect. One resident said, “The team here are lovely. I can’t fault their care and attention.” Another commented: “I’m perfectly happy here, I’m very comfortable really and the best thing is the people who run it.”

Each resident has a Life Story book, created with help from the team, to allow colleagues to get to know residents’ personalities, as well as providing their care needs. It also prompts and initiates conversations between residents. Individuals are also encouraged to personalise their rooms and have input into the home’s décor.

Residents using the service said that they felt safe at Charlotte House. Team members were seen to consistently support residents safely using specialist equipment to assist their movement around the home.

Charlotte House team members promote independence wherever possible, and residents are supported in making their own decisions about their care. One resident said, “They encourage you to ask and speak up for yourself, they get me anything I need and tell me what they think, but they let me make choices.” Residents’ preferences and wishes are recorded in their individual care plans, allowing each resident to receive personalised care.

Charlotte House operates a ‘resident of the day’ system, where each resident has their care plan reviewed on a set day of the month. The resident also has the opportunity to express their preferences to various team members at Charlotte House, including the chef, lifestyle coordinators and nurses.

The report also highlighted commitment to providing residents with nutritious and preferential meals. Upon moving into the home, the chef meets each resident to find out their dietary requirements and to discuss their likes and dislikes. Residents make choices from a menu and provide feedback on their meals directly to the chef. Flexibility and variety are Charlotte House’s strengths when it comes to food, with one resident stating: “The chef is good, if you do not want something off the menu, he will bring you something else.”

People’s religious and cultural beliefs are also factored into their care plans. Both care and catering team members are made aware of these needs and work to ensure they are met. For example, alternative menus are provided for those with specific dietary requirements, and representatives from local churches regularly visit the home.

The inspector noted that activity based care was at the heart of Charlotte House’s ethos. The lifestyle team works hard to provide a variety of activities to suit the residents, giving them the opportunity to choose which activities they would like to do and to plan their week accordingly. One resident said “We can watch films with popcorn, or throw a ball, and do painting sessions.” As well as daily activity schedules, residents are also taken on day trips.

Zoe Smith, home manager at Charlotte House, said: “Creating a welcoming home from home feel, and making sure every resident receives the best possible care is our absolute priority. Everyone here at Charlotte House works incredibly hard to provide our residents with compassionate, person-centred care and I’m delighted that our efforts have been recognised by the CQC’s inspectors.

“I’m extremely proud of our team and I would like to say thank you for their hard work and dedication, which I know is also greatly appreciated by residents and their families.”

To assess service standards at Charlotte House, the CQC’s inspector spoke with team members, residents and their visiting relatives on the day of the inspection. They also reviewed the records and procedures already in place at the care home.

For more information on Charlotte House, please contact customer relations manager Monika Patel on 020 8108 7382 or email

For more information on Charlotte House, please visit

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