Enter and view: Stone House Residential Home

Healthwatch Cheshire West undertook an announced enter and view visit to Stone House Residential Home in Chester on 23 February 2026. The purpose of the visit was to observe the environment and care provided, engage with residents and relatives, and identify good practice and areas for improvement.

Stone House is a 31-bed residential care home with 28 residents at the time of the visit. The home was found to be clean, calm and welcoming, with secure entry, clear information on display and a “Good” CQC rating. Although the building and some furnishings are tired, the environment was safe, uncluttered and well maintained, with staff frequently observed cleaning and supporting residents’ mobility.

Residents were observed to be well presented, comfortable and relaxed, and staff were described as patient, friendly and attentive. Interactions between staff and residents were respectful, personalised and unrushed. Call bells were answered promptly, and survey feedback from residents and relatives consistently described the care as high quality, caring and reassuring. Privacy and dignity were well maintained, supported by staff training, respectful practices and aids for residents with sensory impairments.

The home demonstrated strong links with health professionals, including regular GP visits, good access to community nursing, and services such as hairdressing, foot care and eye care. End-of-life care was well supported, with efforts made to avoid unnecessary hospital admissions. However, the Manager raised significant concerns about hospital discharge processes, particularly late and poorly communicated discharges that negatively affect residents, especially those living with dementia.

Activities were a positive feature of the home, supported by a newly appointed Activities Coordinator who provides a range of group and one-to-one activities. Residents appeared engaged and sociable, although relatives expressed a desire for clearer information about the activities programme. Food and drink were highlighted as a particular strength, with residents expressing high satisfaction with the quality, choice and flexibility of meals and snacks.

Relationships between staff, residents and families were described as strong and open, with relatives encouraged to visit freely and raise concerns. The home also maintains links with the local community, including schools, local businesses and faith groups, and there are plans to strengthen these further.

The main challenges identified were the recent period of administration and reliance on external services to keep residents well. The report made recommendations to introduce a “Resident of the Day” approach, improve visibility of the activities timetable, continue developing opportunities for community outings, and update the internal environment and furnishings. Overall, the report concludes that Stone House is a caring and resilient home where residents feel safe, valued and well supported, with clear opportunities for further improvement.