CQC report explained · a nursing home
What the CQC found at Chertsey Parklands Manor Care Home
Rated Good: inspectors found the home performing well and meeting their expectations.
What inspectors found, July 2022
Chertsey Parklands Manor Care Home was rated Good in every area; inspectors found safe, kind and personalised care, with mixed views about food quality.
This was a planned inspection visit on 10 May 2022. It was unannounced. Inspectors spoke with people living in the home, relatives and staff. They reviewed care records, medicines records, recruitment files, training information and quality checks.
The home was rated Good overall and Good for Safe, Effective, Caring, Responsive and Well-led. Inspectors found people were protected from harm, received their medicines safely and were supported by trained staff. The home was clean, and infection control arrangements were suitable.
Care was personalised and people were involved in decisions about their daily lives. Staff supported people's health, nutrition, communication, activities and end-of-life wishes. Views about food were mixed, although the home had introduced ways for people to give feedback and personalise meals.
All five ratings had remained Good since the previous inspection published in February 2019. The report also included a separate probe into oral health care and access to dentists.
Safeguarding and risk management
The home had robust safeguarding procedures. Risks such as falls, nutrition, hydration, mobility and skin care were assessed and reviewed.
“People were protected from the risk of harm as robust safeguarding procedures were in place and staff had a good understanding of their responsibilities.” from the report
Kind and respectful care
Inspectors saw staff spending time with people, listening to them and helping them feel comfortable. People's privacy, dignity and independence were respected.
“We observed staff treated people with kindness. They took time to ensure they were comfortable and had everything they needed.” from the report
Personalised support
Care plans included people's preferences, dislikes, life histories and communication needs. Staff used this information when supporting people.
“Care plans were detailed and contained guidance for staff on people's needs, preferences and dislikes.” from the report
Activities and social contact
The home offered varied activities, including exercise, gardening, outings, crafts and entertainment. Staff also spent time with people who preferred individual activities.
“The activities timetable was varied and took into account people preferences.” from the report
Open management
The management team used audits, feedback, incident reviews and an improvement plan to monitor and improve the service.
“There was a positive culture and drive to continually improve people's care and their experience of living at Parklands Manor.” from the report
Mixed views about food
minorSome people felt the food was ordinary or inconsistent, while others were happy with it. The home said it had changed staff and suppliers and had introduced several ways to gather feedback.
“Sometimes the meals are good, but the quality varies.” from the report
- 01How will you make sure the food matches my relative's preferences, and how can they raise concerns about meals?
- 02What oral health assessments and dental access will my relative receive?
- 03How often will my relative's care plan and risks be reviewed, and will the family be involved?
- 04What activities would be suitable for my relative, especially if they do not want to join group activities?
- 05How will you support my relative's communication needs, independence and personal routines?
This was an unannounced planned inspection covering all five key questions, with infection control checks and a separate thematic probe about oral health care and access to dentists. This explanation was written from the published report of 7 July 2022 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, February 2019
Parklands Manor was rated Good; inspectors found kind, personalised care, but staffing on the dementia floor needed improvement on inspection day.
This was the first inspection of the home. It was announced and took place on 25 January 2019. Inspectors spoke with people, relatives, staff and a healthcare professional. They reviewed care records, staff files, audits and other management records.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found that people were safe, staff were trained, care was kind and respectful, and care plans gave staff detailed guidance. People had choices about their care, food, activities and daily routines.
There were some areas to improve. On the inspection day, one dementia unit did not have enough staff for people to receive support when needed. Records of some people's end of life wishes were limited, and some dementia-friendly areas needed to be made more meaningful. The provider said it had taken action after the inspection.
Detailed care planning
Care plans included people's histories, preferences, health needs and the precise support staff should provide. Inspectors found them person-centred.
“Care plans were person-centred and included information such as medication, medical history, communication and behaviours.” from the report
Kind and respectful care
People and relatives described staff as caring. Inspectors saw staff reassuring people, protecting privacy and supporting independence.
“We observed caring interactions between staff and people.” from the report
Staff training
Staff completed an induction, had relevant training and received regular one-to-one support. Nursing staff also received additional clinical support.
“Staff completed a full induction before they started caring for people independently.” from the report
Activities and choice
People were offered a range of activities, including walks, music and games. Activities were adapted for people's needs and restrictions.
“We observed a variety of activities taking place including walks outside of the service, music and games.” from the report
Quality monitoring
The home used audits, meetings and reviews of incidents and complaints to identify trends and make changes.
“Quality assurance systems were in place to monitor the care being delivered and the running of the service.” from the report
Staffing on dementia unit
needs fixingThere were not enough staff on one floor on the inspection day, and people were not always supported when they needed it. The provider said an additional permanent care worker would be rostered there.
“We identified on the day of the inspection that there was a lack of staff on the floor where people were living with dementia.” from the report
End of life records
needs fixingPeople were asked about their end of life wishes, but some care plans recorded these wishes only briefly. The manager said this was being addressed.
“There were some improvements required around the recording of people's wishes as in some care plans this was limited.” from the report
Dementia environment
minorThe dementia area had signs and themed items to help people find their way, but inspectors said some improvements were needed to make the items more meaningful.
“Some improvements were required with this area to ensure that it was more meaningful to people and we were told that action plans were in place to address this.” from the report
- 01What staffing levels are now provided on the dementia floor, and how do you check that people receive help when they need it?
- 02Was the additional permanent care staff member added after the inspection, and is that arrangement still in place?
- 03How are each person's end of life wishes recorded, reviewed and shared with staff and family?
- 04What changes have been made to make the dementia unit's themed areas more meaningful?
- 05How often do managers now walk the floors to support staff and check the quality of care?
This was the home's first announced scheduled inspection and covered all five key questions, so all five ratings were set at this visit. This explanation was written from the published report of 21 February 2019 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Chertsey Parklands Manor Care Home
2 rated inspections over 3 years: the service has held its Good rating throughout.
- July 2022Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
Read what inspectors found at Chertsey Parklands Manor Care Home →
- February 2019GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
Read what inspectors found at Chertsey Parklands Manor Care Home →
- January 2018
Registered with the Care Quality Commission on 12 January 2018.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
Weigh the report against the rest
Fees, photos and reviews from families
How to read CQC ratings and reports
What to check when you visit
77 live-in carers within about an hour of Surrey
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £980 to £1,250 a week. 66 can care for a couple. 11 years' experience on average.
“Without his support we wouldn't have been able to navigate bringing and keeping Dad at home.”
“Not only has she looked after him beautifully, she has also been great company for him with lively conversation, kindness and humour.”
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.