Surbiton Care Home

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Date of Assessment: 8 to 21 January 2025. We undertook this assessment to review progress made since our last assessment and to follow up on previous breach of regulations. The service is a residential care home providing support to older people living with dementia and physical disabilities. At the time of our assessment there were 20 people using the service. We assessed all of quality statements from the safe and well-led key questions and found areas of good practice. The scores for these areas have been combined with scores based on the key question ratings from the last assessment. The provider had a positive learning culture and people could raise concerns. Managers investigated incidents thoroughly. People were protected and kept safe. Staff understood and managed risks. There were enough staff with the right skills, qualifications and experience. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines well and involved people in planning any changes. The facilities and equipment met people’s needs, were clean and well-maintained. We found a health and safety concern in that renovation works were being carried out in parts of the home being used by people which the provider addressed immediately to ensure people’s safety. The provider was previously in breach of the legal regulation in relation to Good governance. Improvements were found at this assessment and the provider was no longer in breach of this regulation.

People's experience of this service

People were positive about the quality of their care. They felt safe and were involved in planning their care and understood their rights. People said they received good quality care from staff who treated them well. People’s comments included, “I’m very happy here and everyone is good. They’re called carers and they do care” and “It is safe. Everyone is caring. There is always someone around to help.” Some people could not directly tell us about their experience. We used a structured observation tool to assess whether they received good care. This approach showed people were included and listened to and staff consistently interacted positively with them. People felt able to complain and were confident action would be taken and improvements would be made. People knew leaders well. One person told us, “[Name of the registered manager] looks after us all. She’s around quite a lot so we are able to speak with her. She is very good.”