Achieving an ‘Outstanding’ rating for Caring at a first Care Quality Commission (CQC) inspection is a rare accomplishment, particularly for a newly established home. Yet at The Chase, this recognition was not the result of a single initiative or short-term focus. Instead, it reflects a deliberately built culture where relationships, empathy and individuality sit at the heart of care delivery.
While the home was rated ‘Good’ overall, the Outstanding judgement for Caring speaks volumes about the environment the team has created in a relatively short space of time. For operators across the sector, The Chase offers a clear example of what can be achieved when culture is prioritised from the outset.
A Culture Built with Intent
From the very beginning, The Chase approached culture not as something that would evolve organically, but as something to be actively designed and embedded. Recruitment played a central role in this process. Rather than focusing solely on qualifications and experience, the leadership team prioritised values; seeking individuals who demonstrated warmth, empathy and a genuine commitment to caring for others.
This values-led approach continues to shape daily operations. Team members across all departments, care, hospitality, housekeeping, maintenance and management, share a collective responsibility for residents’ wellbeing. The result is a cohesive environment where compassion is not confined to care delivery but is reflected in every interaction within the home.
Equally important is the emphasis on teamwork. The Chase recognises that delivering high-quality, person-centred care requires collaboration and mutual support. Open communication, trust, and respect among colleagues are actively encouraged, ensuring that staff feel valued and confident in their roles. This internal culture directly influences the quality and consistency of care residents receive.
Personalisation in Practice
The CQC highlighted that residents at The Chase are “truly respected and valued as individuals”, a statement that is brought to life through everyday practice. At its core, this means understanding each resident beyond their care needs.
Staff take time to learn about residents’ life histories, preferences and routines. From how someone likes to start their morning, to the music they enjoy or the hobbies they once pursued, these details inform tailored care plans that reflect the whole person.
Maintaining independence is another key priority. Residents are actively involved in decisions about their care and daily lives, ensuring they retain choice, control and dignity. This approach moves beyond task-based care, focusing instead on enabling individuals to continue living in ways that feel familiar and meaningful.
Reconnecting with Identity and Purpose
One of the most striking aspects of life at The Chase is how the team supports residents to reconnect with lifelong passions, often with transformative results.
For one resident, John, this meant returning to the drum kit after decades away from music. Once a member of a local band, he quickly rediscovered his rhythm and confidence when given the opportunity to play again. What began as a simple activity became a powerful moment of self-expression, culminating in an impromptu performance for fellow residents and staff.
Similarly, Diana was supported to revisit her lifelong passion for horse riding. Having spent years involved in equestrian activities and volunteering at a local centre, she found returning to the saddle both a personal milestone and an emotional experience for her and her family. The visit reconnected her with an important part of her identity, reinforcing the value of truly personalised care.
These moments are not isolated. At The Chase, uncovering personal interests is an ongoing process, driven by meaningful conversations with residents and their families. Whether it is attending a live concert, reconnecting with a choir, or celebrating a milestone birthday in a deeply personal way, the team consistently demonstrates a willingness to go beyond expectations.
A particularly memorable example involved a resident celebrating her 102nd birthday. Her request was simple: to invite everyone in her address book. The team brought this vision to life, organising a large-scale celebration that reunited friends and family from across her life: a powerful reminder of the importance of connection at every stage of ageing.
Environment, Facilities and an All-Inclusive Model
The physical environment at The Chase has been carefully designed to complement its care philosophy. As a modern home providing residential and dementia care, it offers a range of facilities to enhance quality of life and promote independence.
Residents have access to a spa and salon, gym, cinema, bar and bistro-style café, as well as elegant dining spaces that deliver a restaurant-quality experience. These amenities are not treated as add-ons, but as integral components of daily life, encouraging social interaction, activity and enjoyment.
A defining feature of the home is its all-inclusive model, introduced by Connaught Care. Under this approach, services, facilities and experiences are covered within a single weekly fee. For families, this provides financial clarity and removes the uncertainty often associated with additional charges. For residents, it ensures unrestricted access to everything the home has to offer, supporting a more fulfilling and spontaneous lifestyle.
Partnership with Families
Another key factor underpinning The Chase’s success is its strong focus on family engagement. Recognising that moving into care is a significant life transition, the team places great importance on communication from the outset.
Families are actively involved in care planning and ongoing decision-making, ensuring they have a clear voice in how their loved ones are supported. This collaborative approach builds trust and fosters continuity for residents, bridging the gap between past and present.
In many cases, families also play a vital role in shaping activities and experiences, providing insights into personal histories and preferences that might otherwise be overlooked. This partnership strengthens the home’s ability to deliver truly individualised care.
The Chase’s initial achievements provide a strong example for the industry. By balancing emotional intelligence with clinical expertise and fostering a culture of compassion from the start, the home has established a high benchmark for modern care. As expectations grow, this deeply personal, relationship-focused, and consistently implemented care model will only gain more importance.
