Enter and view: Connaught Court

Healthwatch York carried out an announced Enter and View visit to Connaught Court Care Home in Fulford on 11 June 2026. Connaught Court, operated by the Royal Masonic Benevolent Institution (RMBI), provides residential, nursing and dementia care across six specialist units and had 88 residents living there at the time of the visit. The home held an Outstanding CQC rating and accommodated residents aged between 69 and 105 years old. 

Connaught Court was judged to be operating at an excellent standard of care. Healthwatch found very high levels of satisfaction among residents, relatives and staff, with consistently positive feedback about the quality of care, leadership and environment. 

The home was described as exceptionally clean, well maintained and welcoming. The extensive grounds included secure gardens, outdoor seating areas, a heated summerhouse, greenhouses for residents, and outdoor games facilities. Internally, the home offered comfortable lounges, well-appointed dining rooms, a library, chapel, music room, sensory stimulation room and a reminiscence caravan. Healthwatch considered the environment both homely and thoughtfully designed. 

Accommodation was of a high standard, with all 94 bedrooms having en-suite facilities. Residents were encouraged to personalise their rooms with furniture, photographs and possessions, while dementia-friendly features such as memory boxes helped residents identify their rooms. Healthwatch also highlighted accessible design features, including automatic doors and specialist bathing equipment. 

Residents consistently expressed happiness with life at Connaught Court. Comments described staff as “fabulous”, “welcoming” and caring, while residents reported feeling safe, respected and well supported. Several residents stated they had no complaints about the service and valued both the companionship of other residents and the support of staff. 

Food provision received very positive feedback. Meals were prepared on site, residents could choose from multiple menu options and specialist diets were catered for, including gluten-free, vegan and pureed meals. Most residents and relatives praised both the quality and quantity of food. However, a recurring theme was that some residents felt portions were too large, leading to food waste. There were also isolated concerns about diabetic diets and whether some individual food preferences were always recognised.

The activities programme was extensive and supported by three activity coordinators. Residents could participate in bingo, quizzes, music sessions, gardening, films, yoga, art, exercise, outings and themed events. The home organised Christmas pantomimes, concerts, animal visits and regular trips using its minibus. Many relatives praised the variety available and the efforts made to keep residents engaged.

Despite the strong programme, some relatives expressed concerns that access to activities was not always equal across all units, particularly for residents with advanced dementia. Suggestions included more opportunities for sport viewing, reading sessions, games and outdoor activities, as well as increased staffing support to enable more residents to participate in outings.

All relatives reported being able to visit whenever they wished and described receiving a warm welcome from staff. The home also encouraged family engagement through newsletters, informal gatherings and weekly visitor events where relatives could meet staff and managers.

Healthwatch found residents to be clean, comfortable and well cared for. Thirty of the 35 relatives who responded to the survey said they were very satisfied with the care provided, while only one person expressed some dissatisfaction. Relatives praised the compassion, responsiveness and professionalism of staff, although a small number raised concerns about occasional inconsistencies in care and communication.

The home utilised technology to support care, including electronic care planning systems and a trial of the Bide Box system designed to reduce falls and reassure residents at night. Most staff reported being well informed about residents’ needs, preferences and care plans. However, many relatives reported limited involvement in care plan reviews and wanted a more proactive approach to involving families in care discussions. 

Staff interactions were viewed as a major strength. Inspectors observed respectful, friendly communication throughout the home, with staff regularly addressing residents by name and maintaining dignity and privacy. Many staff had worked at Connaught Court for many years, contributing to continuity of care and strong relationships with residents. 

Residents generally felt safe and most relatives believed staffing levels were sufficient. The home employed 136 staff members and relied on its own bank staff rather than external agencies. However, some relatives and a minority of staff felt certain units occasionally experienced staffing pressures, particularly when responding to complex individual needs. Concerns were raised about delays in personal care, staff availability and supervision in some dementia areas. 

Healthcare provision was comprehensive, with GP or advanced practitioner visits twice weekly, regular optician and chiropody services, access to physiotherapy and speech and language therapy, and telemedicine support. End-of-life care arrangements were also highly valued. Some relatives, however, wanted clearer information about available healthcare services and greater involvement in healthcare decisions, particularly where lasting power of attorney arrangements existed. 

Staff feedback was exceptionally positive. All 21 staff respondents said they enjoyed working at Connaught Court and described it as supportive, friendly and well led. Staff praised teamwork, management, training opportunities and the strong resident-focused culture. Nearly all said they would recommend the home to friends and family.

The report highlighted the important role played by the Friends of Connaught Court charity, which funds entertainment, specialist equipment, the resident minibus and a range of wellbeing initiatives that enhance residents’ quality of life. 

Healthwatch concluded that Connaught Court was an outstanding care home delivering person-centred, compassionate care in an excellent environment. Key strengths included staff knowledge and dedication, cleanliness, activities, healthcare support, leadership and family engagement. Recommendations focused on reviewing meal portion sizes, improving support for residents with diabetes, increasing opportunities to use the pop-up shop, ensuring residents can access activities that match their interests, strengthening family involvement in care planning and healthcare decisions, and continuing to improve accessibility and inclusion within activities. 

The report also noted concerns among residents, relatives and staff regarding the potential sale of Connaught Court by the RMBI, which was seeking buyers for a number of care homes at the time of the visit.