Clare House Care Home, Walton-on-Thames, Surrey
Clare House Care Home, Walton-on-Thames, Surrey
Clare House Care Home, Walton-on-Thames, Surrey

Clare House, in Walton-on-Thames, employs highly trained care assistants and registered nurses to make a positive difference for adults with respite, convalescence and a range of other nursing needs. The care team also has expertise in palliative care and in looking after those with Parkinson’s disease.

A renovated Tudor-style property, Clare House is a stylish place to recover, with attractive lounges, rooms to welcome guests and en-suite rooms for added comfort and privacy. A spacious conservatory provides a relaxing setting to enjoy views of the sunny gardens.

After arrival, residents have their dietary preferences recorded and incorporated into the food menu, which is prepared using fresh and seasonal produce.

Coastal outings are a pleasing part of the home’s activities and residents have their personal interests and hobbies supported within their daily lives.

Group: Bupa Care Homes

Person in charge: Tracy Lazell (Interim Home Manager)

Local Authority / Social Services: Surrey County Council (click for contact details)

Type of Service: Care Home with nursing – Privately Owned , 32 residents

Registered Care Categories*: Old Age • Physical Disability

Specialist Care Categories: Parkinson's Disease

Languages Spoken by Staff (other than English): French

Single Rooms: 32

Rooms with ensuite WC: 26

Facilities & Services: Palliative Care • Respite Care • Convalescent Care • Own GP if required • Own Furniture if required • Pets by arrangement • Smoking not permitted • Near Public Transport • Minibus or other transport • Lift • Wheelchair access • Gardens for residents • Phone Point in own room/Mobile • Television point in own room • Residents Internet Access

Latest CQC* Report on Clare House Care Home: click here

* Care Quality Commission (CQC) is responsible for the registration and inspection of social care services in England.

Bed Vacancies

Please Contact Us for Latest Vacancies

Current Reviews

Review Score: 8.9 (8.877)

The Review Score of 8.9 (maximum of 10) for Clare House Care Home is based on 10 Review/Recommendations in the last 2 years. This Review Score of 8.877 is made up of a Quality Score of 4.252 Points (maximum of 5) relating to the rating and a Quantity Score of 4.625 Points (maximum of 5) relating to the number of positive Reviews/Recommendations.

  • The maximum Review Score for a care home / service is 10 and it is based on the published (including Restricted Publication) Reviews in the last 2 years. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

    The Review Score of 8.877 for Clare House Care Home is based on 10 Reviews/Recommendations in the last 2 years.

  • The Review Score (maximum of 10) is made up of a Quality Score (maximum of 5) and Quantity Score (maximum of 5):

    • Quality Score: 5 Points are available for the average rating. For each review the care home / service is rated Excellent, Good, Satisfactory, Poor or Very Poor on a number of areas eg Staff, Management etc. The care home / service receives points for each rating as follows: Excellent = 5. Good = 4. Satisfactory = 3. Poor = 2. Very Poor = 1. These points are added up and then divided by the total number of completed ratings to generate the average rating. (Please note that the ratings of Very Poor and Poor have only been available since the change from Recommendations to Reviews on 7th July 2015.)

      The Quality Score (average rating) of 4.252 for Clare House Care Home is calculated as follows: ( (51 Excellents x 5) + (52 Goods x 4) + (12 Satisfactorys x 3) + (3 Poors x 2) + (1 Very Poors x 1) ) ÷ 119 Ratings = 4.252

    • Quantity Score: 5 Points are available for the number of 'Positive Reviews' for a care home / service. A Positive Review is defined as:

      • Any Review with 'Extremely Likely' or 'Likely' in answer to the question 'How likely are you to recommend this care provider to friends and family if they needed similar care or treatment?'

      • Any Recommendation. Before the change from Recommendations to Reviews on 7th July 2015 all feedback was limited to Recommendations (ie positive comments only)

      The 5 points available are broken down as follows:

      1. 3 points for receiving the first Positive Review.

      2. 0.1 Point per Positive Review, up to a maximum score of 1 Point. (ie a care home / service requires 10 Positive Reviews to receive the maximum score of 1 point.)

      3. (Number of Positive Reviews ÷ number of registered beds) x 2, up to a maximum score of 1 Point. ie a care home / service has to receive a number of Positive Reviews equal to half of the number of registered beds to obtain the maximum score of 1 point. eg a care home / service with 40 registered beds has to receive 20 Positive Reviews to obtain the maximum score of 1 point.

        (For Adult Day Care Centres and Extra Care Housing which do not have a registered number of beds, 1) and 2) are replaced by the formula of 0.2 points per Review, up to a maximum score of 2 points. ie a listing needs 10 Reviews to receive the maximum score of 2 points

      The Quantity Score of 4.625 for Clare House Care Home is calculated as follows:

      1. 10 Positive Reviews = 3

      2. 0.1 x 10 Positive Reviews = 1.000

      3. (10 Positive Reviews ÷ 32 Registered Beds) x 2 = 0.625

  • The Review Score is based on user Recommendations/Reviews submitted in the last 2 years. The maximum Review Score is 10. There are 5 Points available for the average of all ratings on users Recommendations/Reviews (Excellent 5, Good 4, Satisfactory 3, Poor 2, Very Poor 1). There are 5 Points available for the total number of positive Recommendations/Reviews submitted in relation to the number of beds at the Care Home.

  • Before 1st July 2015 carehome.co.uk only accepted Recommendations (positive comments only) and the Ratings were limited to Excellent, Good & Satisfactory. These are marked up as Recommendations.

  • As of 1st July 2015 carehome.co.uk changed from Recommendations to Reviews (positive and negative comments) and added the Ratings Poor and Very Poor. These are marked up as Reviews. Between 1st July and 31st December 2015, we are still processing a number of Recommendations from Recommendation cards sent out before 1st July (These are marked up as Recommendations).

  • We receive approximately 15% of Reviews/Recommendations through website submission and 85% of Reviews/Recommendations through Review/Recommendation Cards (only available to Enhanced / Premium Services more info).

  • We only accept/publish Reviews that are submitted by a Resident/Service User or their Friends/Family (cannot be submitted anonymously) and comply with our Content Standards (eg are relevant, informative, civil and do not contain allegations of abuse, negligence or criminal activity).

  • Before publication, we check that all reviews comply with our Review Policy and we show all reviews to care providers so that they may submit a response to be published with the review.

  • The Recommendations/Reviews submitted to our site do not represent our views and we accept no responsibility or liability for any such Recommendations/Reviews.

  • For further information on Reviews, the Review Score and our move from Recommendations to Reviews please click here.


Clare House had a welcoming and friendly atmosphere. My aunt received excellent care. All the staff were friendly and helpful. We were always offered refreshments when we visited. In her final days my aunt was treated with the utmost respect and dignity. This home deserves recognition for it's dedication to making their residents feel valued and respected.

How likely would you be to recommend Clare House Care Home? Extremely Likely

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

Rose Pickering, Customer Service Administrator at Clare House Care Home responded to this review on 01 Jun 2016:

Thank you for your review, we appreciate your feedback. We are pleased to hear about your positive experience and appreciate your comments of our home and will share your comments with the home’s manager. Please accept our condolences. The Bupa Customer Care Team.

To be told by your elderly mum that she thinks we have found the ideal place for her to live in is immensely reassuring. This is chiefly due to the daily kindness of the whole staff. My brother and I are truly grateful for the service provided by Clare House.

How likely would you be to recommend Clare House Care Home? Extremely Likely

Overall Standard: Excellent

Facilities: Good

Care / Support: Excellent

Cleanliness: Good

Treated with Dignity: Excellent

Food & Drink: Good

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Good

Value for Money: Good

Lydia Waller, Customer Service Administrator at Clare House Care Home responded to this review on 03 May 2016:

Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments of our home and will share your comments with the home’s manager. The Bupa Customer Care Team

The home provides activities, once a month outings, they have entertainment regularly. My mothers room is bright and pleasant and she has some of her own things about it. The staff are friendly and kind, they do their best to keep staff as in any job people come and go. The manager holds meetings with residents and relatives on a regular basis. Mym other is happy and I know there is someone there for 24 hrs a day. On the whole I am very pleased with Clare House if I have a question there is always someone to go to.

How likely would you be to recommend Clare House Care Home? Extremely Likely

Overall Standard: Good

Facilities: Good

Care / Support: Good

Cleanliness: Good

Treated with Dignity: Good

Food & Drink: Good

Staff: Good

Activities: Good

Management: Good

Safety / Security: Good

Rooms: Good

Value for Money: Good

Rachel Elliott, Customer Service Administrator at Clare House Care Home responded to this review on 29 Apr 2016:

Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments of our home and will share your comments with the home’s manager. The Bupa Customer Care Team

Clare House seems a very friendly and caring place. Since recently undergoing a face lift, has brightened the house up and looks much fresher and inviting. As my husband is housebound I cannot speak for the activities available. He likes to keep to himself, the other residents I've met seem fairly happy and talkative.

How likely would you be to recommend Clare House Care Home? Likely

Overall Standard: Satisfactory

Facilities: Satisfactory

Care / Support: Satisfactory

Cleanliness: Satisfactory

Treated with Dignity: Satisfactory

Food & Drink: Satisfactory

Staff: Good

Activities: Satisfactory

Management: Good

Safety / Security: Satisfactory

Rooms: Good

Value for Money: Satisfactory

The staff have all been brilliant - very caring, kind and helpful. The home itself is clean, bright and efficiently run. Would highly recommend this establishment!

How likely would you be to recommend Clare House Care Home? Extremely Likely

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Good

Rooms: Excellent

Value for Money: Good

Given that I cannot look after myself in my own home, then I consider Clare House Nursing home is a good alternative. I wish I had a better view out of my window though! I am lucky to be within a short distance of my family to visit me weekly, and that fact is important to me, and I notice that other residents are not as content if they do not have visits from their family due to travelling distance or for other reasons.

How likely would you be to recommend Clare House Care Home? Extremely Likely

Overall Standard: Good

Facilities: Good

Care / Support: Good

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Satisfactory

Staff: Good

Activities: Excellent

Management: Good

Safety / Security: Good

Rooms: Satisfactory

Home from home

My husband moved to Clare House in December 2014 following a stroke. We were both welcomed warmly and he has been made very comfortable. All the staff have taken good care of him and I am happy that he is in safe hands. It is the next best thing to being at home and over the months everyone at Clare House feels like an extended family. They also look after me on the not so good days!. There are a variety of activities organised, which are not compulsory, but my husband particularly enjoys going on the outings. The food is better than I hoped and I enjoy being with him at meal times some days.

How likely would you be to recommend Clare House Care Home? Extremely Likely

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Good

Staff: Excellent

Activities: Good

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Good

I think that Clare House could perform better. There appears to be a high turnover of staff, many agency workers and it seems generally a bit disorganised, particularly in comparison to other homes that I have had experience with. My grandfather 95 and is almost blind and very deaf, and up until a recent fall, he had always been very independent. He has had numerous problems with Clare House all of which seem to stem from poor organisation and lack of a core team. Examples of issues include being spoken to by people who clearly don't realise he is deaf, being asked to perform tasks that would be difficult for someone who is blind, such as buttoning up his pyjamas and being dealt with by people who don't seem particularly empathetic to his needs - there seems to be a lot of examples of times when someone has promised to look into something or action a request and failed to follow up.
I understand that the home has also changed manager 3 times since the turn of the year and despite my grandfather making numerous requests and the home being the size of a large house, the management are rarely able offer their time to discuss issues that he wishes to raise. Our family are frequently having to replace items of clothing that have been lost. I've spoken to many members of staff and they are all extremely pleasant and hard working, but overall there seems to be a lack of organisation from the top. The premises, activities and food are all good, but ultimately for me, the care services aren't up to standard for well over £1000+ p/w.

How likely would you be to recommend Clare House Care Home? Extremely Likely

Overall Standard: Poor

Facilities: Good

Care / Support: Poor

Cleanliness: Good

Treated with Dignity: Satisfactory

Food & Drink: Good

Staff: Good

Activities: Good

Management: Very Poor

Safety / Security: Good

Rooms: Excellent

Value for Money: Poor

Clare House Nursing Home, Bupa Care Homes at Clare House Care Home responded to this review on 11 Aug 2015:

Thank you for your review. Your comments are extremely important to us and our residents’ health and well-being is our absolute priority. We will discuss your feedback with the home’s manager to help them continually improve their service. If you would like to discuss this in more detail with a member of the team please contact us on 01133816293.

All the staff at Clare House are particularly welcoming, friendly and helpful. They do all they can to keep residents and relatives informed and I think they really engage with them and care about them. They gardens are pleasant and well maintained and the home maintenance is cheerfully and quickly kept in working order. The building is old fashioned and causes some limitations. Redecoration would be good as the fabric is tired.

Overall Standard: Good

Facilities: Good

Care / Support: Good

Cleanliness: Good

Treated with Dignity: Excellent

Food & Drink: Good

Staff: Excellent

Activities: Good

Management: Excellent

Safety / Security: Excellent

Rooms: Good

Value for Money: Good

Clare House is a homely, caring place with some excellent staff, a number of whom have worked there for many years, providing that essential continuity of care. Relatives of residents are kept updated on their loved ones' care plans and changes in medication. There are plenty of activities arranged every week and relatives are encouraged to join it, thus making it more of a family affair. Concerns and opinions are always listened to by management and acted on accordingly.

How likely would you be to recommend Clare House Care Home? Extremely Likely

Overall Standard: Good

Facilities: Good

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Good

Food & Drink: Good

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Good

Rooms: Good

Value for Money: Good

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Awards / Recognitions

February 2016

Job Vacancies

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Care Home Idol 2016

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