FAQ’s

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Where to find Us

Some frequently asked questions

We appreciate that you will have many questions when you or a loved one are considering whether to move into a care home and we want to be on hand to alleviate any uncertainty. We have therefore compiled a list of the most frequently asked questions which may help in your decision making.

Our dedicated team are always happy to support with any additional information and advice at each step, so please call the home or come and see us if there’s anything else that you would like to know.

Can I bring my pet?

Moving home can be an emotional time and animals can often provide comfort and familiarity. If you wish to bring a pet with you, please discuss with the Home Manager to see if this is possible after taking account of health and safety for you and others in the home.

Can Charlton Grange meet my religious and cultural requirements?

We recognise ethnic, cultural and spiritual diversity as an important part of life. Individuals who, for cultural or religious reasons, have preferences about how they are cared for will have their wishes met and these will be identified as part of care planning.

Can Family and Friends Visits and are there Visiting Hours?

It is important to us that residents are able to maintain their social life and we actively encourage visits from family, relatives and friends. Where visiting in person may not be possible, we can arrange video calls. In all cases our staff will assist the resident to maintain family and personal contacts.

Visitors are welcome at any time. However, please be mindful that Charlton Grange is ‘home’ to many people, so we ask that late-night visits are treated with courtesy.

Are you able to cater for special dietary requirements?

We offer fresh, seasonal menus that change daily for lunch and dinner. Each menu lists all allergens and caters for all dietary requirements including all-levels of soft palette.

Whether it be vegetarian, pescatarian, vegan or a religious/cultural requirement we go above and beyond to make sure our residents’ tastes and nutritional needs are met.

Do you provide Internet or WIFI?

Free WIFI is available in every area of the home, if you require support on connecting devices the care team will help assist.

Can I Bring my own furniture, and will you help move it in?

We want our residents to be happy and feel comfortable in their new home. We encourage our residents to personalise their room by bringing personal possessions and furniture as it is an instant way of connecting.

Yes. Every resident that joins us is supported by our team. We will undertake tasks such as the hanging of pictures and mirrors, and the testing of all electrical equipment.

Do I need content insurance?

We have limited insurance for your personal belongings. We therefore advise against keeping anything of significant financial or sentimental value in your room, and if so, there is an arrangement for insurance cover.

If you are unsure whether to bring particular items, please speak with the Home Manager,

Can I smoke in my room or in the home?

We aim to encourage a positive and healthy culture and Charlton Grange is a smoke/vape free area, we do however have dedicated smoking areas should individuals wish to do so.

If I am unhappy about something, how do I raise this?

We hope that your time in our Home is happy and problem-free. We welcome feedback and encourage you to provide us with your thoughts and opinions on what we are doing well and what we can do to improve.

If you would like to comment on our services, you can talk to the Home Manager or if you prefer, you can leave feedback anonymously via any of the questionnaires spotted around the home.

However, if you wish to voice your concerns formally there is a procedure you can follow: all residents are provided with a service manual and a complaints leaflet in their rooms and on arrival to the home, full details of the procedure are provided.

Can I Cancel my contract/end my stay early?

All residents can terminate/cancel their contract by giving a 28-day notice, this must be written and provided to the home manager. For residents on a short-term stay we will require 7-days’ notice.

Get in Touch

Call us direct on : 01932 732600

We love hearing from residents and families so please get in touch. You can complete the form below and we’ll respond as quickly as possible, alternatively, call us on the number provided or feel free to drop in to the home.

Check out what our residents, Families, Co-workers and staff have to say

It has been good to work with Charlton grange, to build that professional relationship, and Joint working to ensure the individuals needs are met with a person centred approach. Charlton Grange have been good with communicating and staying in contact, and providing sufficient information when requested. Kulvinder has been very helpful and supportive.

Kelly Matthews - Social Care Assistant 
Kelly Matthews - Social Care Assistant

We are very happy with Mum’s care at Charlton Grange. The carers are very attentive and kind to her. We are very impressed with the way they have coped with the Coronavirus pandemic. Keeping Mum and the other residents safe. Charlton Grange has a friendly atmosphere and we felt very at home immediately.

Tony & Sue Hillman, son & daughter-in-law 
Tony & Sue Hillman, son & daughter-in-law

Thank you to management and staff for all the care you gave to our dad and for looking after him until the end. Greatly appreciated.

Family of former resident 
Family of former resident

Thank you for looking after Linda, the last few months were very difficult for myself and the family, but knowing that she was receiving excellent care has always helped ease any frustration about not being able to care for her at home. I would like to wish Daria and the team all the best and thank them for their compassion towards Linda and our family.

Husband of former resident 
Husband of former resident

I want to thank you for the excellent care that mum received from the management and all the care staff. I commend your care staff for their compassionate and considerate care of my mum. I would highly recommend Charlton Grange to anyone looking for the care of their elderly parents.

Daughter of former resident 
Daughter of former resident

Charlton Grange is the best place I could have found for my aunt. We looked at many care homes around the area, and even trialled some for respite. Unfortunately, the other care homes really let us down. When we approached Charlton Grange, they were extremely helpful with the whole process.The staff are very caring, patient and attentive. Management are always on site to help and the activities are amazing!! There are exercise classes too- which means my aunt is getting out of bed and is really taken of. I have recommended Charlton Grange to many, and will continue to do so!

Kay Stevens Family Member
Kay Stevens

Since I have joined Charlton Grange, I have learnt a lot from the management, the rest of the team members and from every aspect of my job. I also appreciate the support whenever I need and the continuous encouragement at work.

Working with the residents is the great and just having a small chat with a resident can make their mood change. Making people smile is what really makes this job worth it.

Careworker Charlton Grange
Careworker

Staff come in and see me and talk to me about my family. I really enjoy it when they stop for a chat.

Resident 
Resident

Covid-19 Latest

These are unprecedented times for us all. Rest assured we are doing everything that we can to safeguard the health of our residents and staff.

Coronavirus can make anyone seriously ill, but for the elderly, the risk is higher, likely reflecting the presence of other diseases, a weaker immune system, or simply worse overall health.

As such we have temporarily restricted visits to the home to only those deemed vital or essential (e.g. medical professionals and end of life visits) to prevent the spread of COVID-19. These decisions are made on a case-by-case basis by the home manager. We appreciate this is difficult for family members and friends who would like to visit their loved ones, but we do this with the best intentions to keep the home and our residents safe from the risk of infection.

For all those concerned, Charlton Grange is here to provide support and guidance in these trying times. Please contact the home if you have any further questions.