Enter and view: Royal Star and Garter

Healthwatch Kingston undertook an Enter and View visit to Royal Star and Garter Nursing Home on 18 and 25 November 2025.

The visit found that the home was well run, with caring and knowledgeable staff and a high level of resident engagement. The home, which supports veterans, former service personnel and their partners, had been thoughtfully designed with dementia-friendly features, personalised rooms, themed areas and extensive references to military service. Residents described the home as friendly, welcoming and supportive, and staff were observed treating residents with dignity, patience and respect. The environment was clean, well maintained and offered a wide range of facilities, including landscaped gardens, communal spaces, activity rooms, a gym and dedicated dining areas.

Mealtime experiences were generally very positive. Residents praised the quality and variety of the food, staff were observed supporting people sensitively, and the dining experience was described as efficient and restaurant-like. The home also offered an extensive programme of activities supported by a dedicated wellbeing team and volunteers. Activities included music clubs, gardening, arts and crafts, exercise groups, outings, intergenerational projects with schools and nurseries, and trips connected to residents’ military backgrounds. Residents spoke positively about the opportunities available to remain active, social and independent.

A small number of areas for improvement were identified. Healthwatch observed that cups and plates were sometimes left uncleared in communal areas, and one resident receiving help with eating was not spoken to during the meal. Some staff felt the pace of organisational change was too fast and that greater recognition of staff and volunteer contributions would be beneficial. Recommendations included improving monitoring of communal café areas, reinforcing wheelchair safety practices, ensuring carers communicate clearly when supporting residents at mealtimes, encouraging residents to request snacks and drinks when desired, exploring additional private space for visitors, and considering more outings to places in London that residents know well. The provider accepted the recommendations and outlined actions to address them.