Surrey Heights

Updated 8 December 2022

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

The inspection was carried out by 2 inspectors and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

Surrey Heights is a ‘care home’. People in care homes receive accommodation and personal care as a single package under one contractual agreement dependent on their registration with us. Surrey Heights is a care home without nursing care. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 9 people who used the service and 4 relatives about their experience of the support and care provided. We observed the care and support people received in the communal areas of the home. We spoke with 8 members of staff including the registered manager, the deputy manager, care staff, wellbeing and housekeeping staff and the chef.

We reviewed a range of records. This included 7 people’s care plans and elements of specific care documentation for other people, as well as multiple medicines records. We looked at recruitment checks and training records for 5 staff members. A variety of records relating to the management of the service, including quality assurance checks, policies and procedures were also reviewed.

Updated 8 December 2022

About the service

Surrey Heights is a residential care home providing accommodation and personal care to up to 39 people. The service provides support to older and younger adults with dementia and other health related support and care needs. At the time of our inspection there were 26 people using the service.

People’s experience of using this service and what we found

People received safe care and their individual risks were assessed in their care plans. People and their relatives told us they felt safe in the home and with staff. Staff knew how to protect people from avoidable harm, abuse or neglect and were competent in their roles. Staff supported people with compassion and kindness, communicating well with them even when they were in distress.

New staff were recruited safely. There was enough staff on duty to meet people’s needs.

People’s care was personalised. Staff knew them well and respected their wishes and preferences. People could choose how to spend their days and were encouraged to do different things. Support was available for social activities and if people wanted to do their own things. One person told us, “I don’t feel lonely or bored.” Visitors were welcomed and the home had good links with the local community, working in effective partnership with health and social care services in the area.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The management team listened to people, their relatives and staff and enabled all to be involved in the home. They also monitored quality and safety of the home and the care provided. The management team took action to improve people’s experience of care and safety. For example, they addressed people’s changing needs and implemented actions based on lessons learnt from accidents and incidents. The culture of the home was positive, friendly, calm and staff told us they enjoyed working as a team and were well supported by their managers.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 11 August 2021 and this is the first inspection.

The last rating for the service under the previous provider was good, published on 30 August 2018.

Why we inspected

This inspection was prompted by the length of time since the changes in registration of this service.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.