82 St Martin's Hill, Littlebourne Rd, Canterbury CT1 1PS, United Kingdom
Our family’s experience with Chaucer House has been extremely disappointing due to what we feel is very poor management and a lack of responsibility shown towards residents and their families. While the care staff we encountered were polite and seemed to be doing their best, the wider management and decision-making at the home fell far short of what we expected from a professional care setting. Our concerns relate not to the individual carers, but to how the home is run and how little regard was shown for my father’s wellbeing. Following my father's admission to hospital, he was deemed medically fit for discharge. However, the care home refused to take him back—even temporarily—despite his place still being paid for. This decision had a deeply negative effect on his physical and mental health, as he was left in hospital unnecessarily for over a month. For an elderly person, this delay had serious consequences and could have been avoided with a more compassionate and flexible approach. Despite continuing to charge fees during his absence, the home took no real responsibility for his room or belongings. Food was left to go mouldy, his wheelchair was not cleaned or maintained, and his space was neglected—suggesting a lack of basic oversight and care. In addition, we were not informed of a long-awaited wheelchair reassessment appointment, which had been communicated to the home by NHS wheelchair services. This failure to pass on essential information added to our concerns about the overall quality of management and communication. Although the home is located in a nice area and presents well at first glance, our experience was one of serious mismanagement, poor communication, and a lack of accountability. We felt let down at a time when my father needed support the most. I hope that by sharing this, it helps others ask the right questions when making such an important decision for a loved one.
Read More ReviewsOur family’s experience with Chaucer House has been extremely disappointing due to what we feel is very poor management and a lack of responsibility shown towards residents and their families. While the care staff we encountered were polite and seemed to be doing their best, the wider management and decision-making at the home fell far short of what we expected from a professional care setting. Our concerns relate not to the individual carers, but to how the home is run and how little regard was shown for my father’s wellbeing. Following my father's admission to hospital, he was deemed medically fit for discharge. However, the care home refused to take him back—even temporarily—despite his place still being paid for. This decision had a deeply negative effect on his physical and mental health, as he was left in hospital unnecessarily for over a month. For an elderly person, this delay had serious consequences and could have been avoided with a more compassionate and flexible approach. Despite continuing to charge fees during his absence, the home took no real responsibility for his room or belongings. Food was left to go mouldy, his wheelchair was not cleaned or maintained, and his space was neglected—suggesting a lack of basic oversight and care. In addition, we were not informed of a long-awaited wheelchair reassessment appointment, which had been communicated to the home by NHS wheelchair services. This failure to pass on essential information added to our concerns about the overall quality of management and communication. Although the home is located in a nice area and presents well at first glance, our experience was one of serious mismanagement, poor communication, and a lack of accountability. We felt let down at a time when my father needed support the most. I hope that by sharing this, it helps others ask the right questions when making such an important decision for a loved one.
Lovely place. Staff are friendly and I know my friend Jean is very happy there. So nice to see that she has also put on weight.
I visited my friend at Chaucer House Care Home at the beginning of this month. She was on two weeks of respite care. She is blind and very disabled. The first thing I noticed when I entered the room was the very unpleasant sweet smell . It was a smell that I had not smelt on her at home where she is very well cared for. The room was cold although I asked if she was cold she said that she wasn't. I sat close to her and quite honestly the smell was horrid. I tried to put my concerns on the web site which encourages comments which I thought was a very good idea for both good and bad concerns. I found that it went nowhere! I then sent a email to the email address on the email they had sent me, welcoming me to the Chaucer Home, that also pinged back to me! I then looked up the email of head office and reported the fault to them who sent me this link. This was all very misleading. I have since found out that my friend has been sent home with bed sores, dehydrated and with half the pads thats she was provided with which should have been used on her frequent changes which were calculated that she would have needed while in their care. There is definitely a safe guarding issue here. What ever they do now is too late as they have caused distress and pain to my friend.
The Chaucer House team looked after my dad for 2 years, from reception, chef, cleaners, carers, nurses etc everyone cared. He was happy, well fed, clean & tidy. They managed him as his dementia progressed with dignity & care. During his final days, his family were encouraged to spend as much time as needed with dad. Staff went out of their way to let us know how lovely dad was & how much he would be missed. Thank you for making a tough couple of years 'easier'.
Very secure and well kept building. The staff are incredible patient, polite and caring.
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