Charlotte House

Snowy Fielder Waye, Isleworth TW7 6AE
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9.6 62 Reviews
  • Charlotte House, Isleworth
Charlotte House is a purpose-built care home set close to West Middlesex University Hospital and the River Thames. The highly skilled team provides specialist nursing and respite care for older people who have Alzheimer's or other forms of dementia.

The home has a relaxed atmosphere, and the team works closely with residents and their families to develop personalised care plans that take into account each person's experiences, interests and preferences. Care plans incorporate even the smallest details so that the care provided makes your loved one feel special.

All bedrooms at this modern facility are en-suite, and residents are welcome to bring their treasured personal items and to enjoy the attractive grounds and homely interiors.
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Care Provided

Primary Care Categories

  • Older Person Care
  • Dementia
  • Mental Health Condition
  • Physical Disability

Length of Stay

  • Permanent Care
  • Respite Care

Care Types Provided

  • Residential Care
  • Nursing Care
  • Dementia Residential Care
  • Dementia Nursing Care
  • For a maximum of 60 Service Users

Dementia Care Types

  • Mild Dementia
  • Moderate Dementia
  • Advanced/Complex Dementia

Other Care Provided

  • Parkinson's Disease
  • Stroke
  • Palliative / End of Life Care
  • Convalescent Care

Facilities

  • Own Furniture if required
  • Close to Local shops
  • Lift
  • Wheelchair Access
  • Gardens
  • Residents Kitchenette
  • Phone Point in own room
  • Television point in own room
  • Residents Internet Access

Funding & Fees

Weekly Charges per Person

  • Self-Funded Residential Care: from £1783
  • Self-Funded Residential Dementia Care: from £1873
  • Self-Funded Nursing Care: from £2023
  • Self-Funded Nursing Dementia Care: from £2113
  • RESPITE Self-Funded Residential Care: from £1993
  • RESPITE Self-Funded Residential Dementia Care: from £2083
  • RESPITE Self-Funded Nursing Care: from £2233
  • RESPITE Self-Funded Nursing Dementia Care: from £2323

Fees are subject to a pre-admission needs assessment which is required to fully understand the level
of care and support required by each individual. Premium rooms normally require an additional charge.
Nursing fees include the Funded Nursing Contribution (FNC) if you are eligible.


What’s included?
• All care and support including a monthly review of care plans
• All meals, snacks and drinks freshly prepared every day by our chef
• Activities and lifestyle programme
• All utilities and other accommodation costs
• Housekeeping and laundry services
• WiFi internet access


Please note, the weekly fee does not include hairdressing, chiropody or other healthcare visits or
appointments not covered by the NHS, toiletries, newspapers or magazines, any over the counter
medications that a GP wouldn’t normally prescribe such as paracetamol and indigestion relief, and any
other privately arranged healthcare. Should you require an escort to hospital appointments, we may apply
an agreed hourly charge for this service.

These prices are only a guideline, please contact Charlotte House to find out the exact price for your requirements.

Funding Types Accepted

  • Self Funding (Private)
  • Local Authority with Top Up
  • Local Authority
  • NHS Continuing Healthcare (CHC)

Support you may be entitled to

If you chose a care home based in England, you may be eligible for NHS Funded Nursing Care (FNC), which helps cover the cost of nursing. This is worth £254.06 per week and is usually paid directly to the care home.

Good to Know

Group/Owner

Person in charge

  • Elisabeta Carmen Surligeanu (Home Manager)

Local Authority / Social Services

Admission Criteria

  • Ages 55+

Care Home Design/Build

  • Purpose Built: Yes
  • Last Refurbishment: 2006

Room Information

  • Single Rooms (52)
  • Couples/Companion Rooms (4)

Parking

  • Parking on site

Charlotte House Reviews (62)

9.6

Charlotte House has a Review Score of 9.6 (9.633) out of 10, based on 22 reviews in the last 2 years.
Over all time Charlotte House has 62 reviews.

Overall Experience
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Reviewer Connection to Charlotte House
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Review from B M (Husband of Resident) published on 10 October 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The staff are all that can be expected and more. The cre is livingly performed and did not stop after my wife died.
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Review from G S (Son of Resident) published on 31 May 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Very kind and understanding staff.
Care given to my mother was very good.
They also looked after the family.
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Review from Karen C (Daughter of Resident) published on 19 February 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
The staff at Charlotte House are a credit to the home. The welcome I received from the Administrator made us feel so at ease. The Manager spent time with us and other residents. The chef took the time to find out all of Mums likes and dislikes. The home is always clean and the activity staff take so
much time to find out what makes Mum happy. The care staff are always laughing and joking, they give the home a very happy atmosphere.
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Review from Barbara C (Niece of Resident) published on 3 May 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My aunt was a resident here for 15 months and as her family - nieces and nephews - as she had no children - we can all say she was so happy here and felt safe. She loved all the nurses and staff and they looked after her so well and with so much care. We cannot thank them enough. What a team. We thank
them. Our aunt passed away Sunday 8 April 2018.
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Review from T P (Niece of Resident) published on 20 March 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have visited my uncle on a number of occasions and have always found the home clean and tidy with a friendly, homely atmosphere. My uncle loves the banter he has between him and the staff. The management and senior staff are always on hand to answer my questions and the chef has spent time with Uncle
finding out what he likes.
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Review from S J (Son of Resident) published on 20 March 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Staff are hard working and treat residents with care and dignity. The activity coordinator is especially good at supporting those people who have dementia. Residents are treated as individuals, staff always have a laugh and a joke (or a sing/song) with the residents. The office staff are lovely, always
taking care of visitors. I am confident my mum is well cared for.
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Review from C T (Wife of Resident) published on 30 January 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
We were all greeted and welcome on arrival. The staff are second to none everyone was a delight. We were treated with such dignity to our amazement words almost fail me. Our very grateful thanks to you all.
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Review from Lesley B (Friend of Resident) published on 23 January 2018 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Very good care. Admin (HQ) are not so good. Friendly staff.
Reply from Samantha Debenham, Marketing Support Administrator at Charlotte House

Thank you for taking time to submit your review, and I’m incredibly happy to read your comments and see the excellent scores for Charlotte House, particularly for our team and the standard of care at the home. In regards to the admin, I understand you had some initial issues with invoicing with our central operations which I understand have now been resolved, but I do apologise for any problems you encountered. Thank you again, and of course please do let us know now or at any time in the future if you have any questions, suggestions or queries and we’ll always be more than happy to help.

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Review from Donna T (Daughter of Resident) published on 18 January 2018 Submitted via Website • Report
Overall Experience 5.0 out of 5
Warm, welcoming, friendly, yet professional. The building is clean, very well kept, has a ‘home from home’ feel.
Rooms are generous in size and very much encouraged to personalise. Each resident is very much seen as an individual and each care plan specific to them.
There is no generalisation or
‘set’ regime - each resident is very much encouraged to feel ‘at home’ as have we been as immediate family.
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Review from Valerie W (Sister of Resident) published on 22 August 2017 Submitted via Website • Report
Overall Experience 5.0 out of 5
My sister is like a different person since arriving at Charlotte House. She keeps telling me how pleased she is living in her new home.
She tells me how kind the carers are and I have noticed how caring they are with the residents.
The manager is very supportive and approachable and is seen talking
with residents regularly. My sister is starting to put weight on with all the lovely food, the chef personally met and discussed an individual nutrition plan with us both.
The 2 new activity staff have breathed new life into the home. Thank you so much to all staff.
My only negative comment is that the garden could be improved.
Reply from Samantha Debenham, Marketing Support Administrator at Charlotte House

Thank you for your kind scores and comments – I’m particularly happy to hear how much your sister is enjoying living at Charlotte House. We have been working hard recently to refresh the home with new facilities and communal spaces for everyone to use, and I’m very pleased to tell you that we have now started work to improve the garden. A water feature is currently being added, as well as some brand new raised flower beds, and we are launching a gardening club for residents to plant these with a range of sensory plants and flowers. We are also looking to add more garden furniture so hopefully when you visit in the coming weeks there will be even more for you and your sister to enjoy. Thank you again for making the time to write a review, and please do let us know if there is anything else we can assist with.

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Review from Michael M (Son-in-law of Resident) published on 24 January 2017 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The transformation in my father in law since being placed in Charlotte House has been fantastic.
He arrived bed-ridden and unable to communicate after being discharged from the hospital.
He is now able to walk (with help) and although he suffers from Dementia, staff always have time to talk to him,
which means he is now able to communicate with everyone.
The staff and management have looked after him exceptionally, showing excellent care at all times and I am extremely grateful to all of them.
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Review from Joy V (Wife of Resident) published on 4 January 2017 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have found nothing with the home. My husband likes it there.
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Review from Mike H (Son of Resident) published on 13 September 2016 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My mother has just moved to Charlotte House and we were pleasantly surprised by the quality, the attention to care and hospitality shown by all staff.
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Review from Scott G (Brother of Resident) published on 13 September 2016 Submitted via Website • Report
Overall Experience 5.0 out of 5
Such a lovely home and wonderful staff who really care about my brother and cater to his challenging needs. Charlotte House has really helped me in a very tough time, and I would like to personally thank the manager for all her hard work.
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Review from J K A (Niece of Resident) published on 13 September 2016 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Lovely, caring staff from manager to carers to domestics. Good food and the activities have improved recently. Home is clean and awaiting refurbishment. I'm very happy with my aunt's care.
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Review from Sophie S (Daughter of Resident) published on 13 September 2016 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My nan enjoyed her days at Charlotte House. The staff are lovely. The food is good and time is taken to prepare the food the residents like. The rooms are cleaned daily. They have 2 activity staff who are great. I would recommend Charlotte House to anyone.
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Review from Harriet P (Resident) assisted by family/friend published on 25 February 2016 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My Aunt quotes " I love it here, everyone is so friendly and I feel really taken care off. The staff are really friendly and are in and out of my room all the time. I like the food and my room is very nice".
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Review from M A (Resident) published on 8 January 2016 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I am very pleased with the home, the staff are most helpful and will do anything to help you, the food is good every day. I am glad that I was able to come here, I am happy every day, the place is very clean, your room is cleaned every day. I can not praise the staff and management enough they are the
best.
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Review from M L (Friend of Resident) published on 8 January 2016 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Good care, friendly staff. Very good laundry service.
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Review from Barbara (Niece of Resident) published on 5 November 2015 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My aunt has settled so well in her new environment and it is all thanks to the staff and carers employed there. My aunt's placement has given me peace of mind and enabled me to get my own life back. Thank you to everyone at Charlotte House.
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Current Review Score: 9.6 (9.633)

Overview of Review Score

The Review Score of 9.6 (9.633) out of 10 for Charlotte House is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.6 out of 5 from 22 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 5.0 out of 5 from 21 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  1. 5 Points are available for the Average Rating from all Reviews in the last 24 months. The Average Rating of 4.633 for Charlotte House is calculated as follows: ( (179 Excellents x 5) + (60 Goods x 4) + (17 Satisfactorys x 3) ) ÷ 256 Ratings = 4.633
  2. 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5'). The 5 Points relating to the number of positive Reviews for Charlotte House is based on 21 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    1. 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4
    2. 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 60 registered maximum number of service users is 12, which has been reached with 21 Positive reviews. Points = 1
  3. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
  4. If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

Care Quality Commission (CQC) Rating

Date: 25 Nov 2023

Overall Good

  • Caring Good
  • Effective Good
  • Responsive Good
  • Safe Requires improvement
  • Well-led Good
Care Quality Commission is responsible for the registration and inspection of social care services in England. View Latest Report

Bed Vacancies

Please contact us for latest vacancies.

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Awards / Recognitions (99)

Meet the Team (1)

Elisabeta Carmen

Elisabeta Carmen Surligeanu

Job Title: Home Manager

Charlotte House feels like a real family home. My team gets to know residents like members of their own family, and there’s a strongly supportive atmosphere here that you notice as soon as you visit.
One of our priorities is to see the world through residents’ eyes, so we can understand what’s important to them. When we know that, we support residents to enjoy meaningful and empowering experiences every day.
I have worked for Care UK since 2017; I’m a nurse by training, but I also have qualifications in social care and management. I joined the organisation because it is committed to high-quality care and to supporting colleagues to excel in their roles and careers.
The Care UK vision – Fulfilling lives – is something we strive to achieve every day at Charlotte House. For me it’s not about doing spectacular things, but about making every day meaningful. One of my passions is to make residents smile each day. That, and making their wishes come true, are among my proudest achievements.

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