Surbiton Care Home

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people were safe and protected from avoidable harm.

This service scored 72 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. People felt confident to raise the concerns they had, commenting, “I would have no problem making a complaint. I have done so in the past” and “There are meetings, and we are listened to. If they can do something about something, they do it.”

The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure people were provided with the continuity of care. This included staff knowing people’s care and support needs well.

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns quickly and appropriately. People felt safe living at the care home. Their comments included, “[Staff] are very kind, they can’t do enough for you. At the beginning, when I was so unsure about being here, [staff] did everything to help me settle in. I definitely feel safe” and “It is safe. Everyone is caring.”

The provider worked with people to understand and manage risks by thinking holistically. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them. Staff knew how to support people when they became anxious or distressed. Care records were up to date and included personal information about people such as their life histories, likes and dislikes and the support they required with mobility and communication needs.

The provider did not always detect and control potential risks in the care environment. During our visit we saw the home being refurbished. The registered manager told us they worked to improve the environment for people living with dementia. However, we observed the renovation work being caried out in the communal areas being actively used by people, including the dining area where some people were having their meals. We saw people moving around the building materials which was a health and safety concern. This was discussed with the registered manager who took immediate action to ensure they supported people’s safety.

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs. Staff were suitably recruited and required to undertake pre-employment checks before they started working with people.

The provider assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly. Staff told us they had enough personal protective equipment provided which they used when supporting people with personal care. This was also confirmed by people, commenting, “The cleaning is good, [staff] wear gloves and masks when they do anything personal. [Staff] were wearing them today.”

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Staff involved people in planning, including when changes happened. Medicine administration records were fully completed and accurate. People had protocols in place to indicate what for the 'as required' medicines should be given to them. Regular checks of medicines were undertaken to identify concerns and address any shortfalls.