CQC report explained · a residential care home
What the CQC found at Esher Manor Care Home
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People felt safe and staff understood how to manage risks, safeguarding concerns and emergencies. Medicines were generally managed safely, but the timing of some time-critical medicines had not always been consistent.
- Effective?
- Good
- People's needs and choices were assessed and care plans reflected them. Staff had relevant training and support, nutritional and healthcare needs were monitored, and care was provided in line with the Mental Capacity Act.
- Caring?
- Good
- Staff were kind, attentive and respectful. People were involved in decisions, their privacy was respected, and they were encouraged to remain as independent as possible.
- Responsive?
- Good
- Care was personalised to people's routines, preferences, communication needs and interests. People had access to activities, trips, celebrations, relationships and support with end of life care.
- Well-led?
- Good
- The management team provided positive leadership and used audits, meetings and feedback to monitor quality. People, relatives, staff and healthcare professionals spoke positively about the home's communication and organisation.
What inspectors found, April 2023
Signature at Esher is rated Good; inspectors found kind, personalised care, with some inconsistency in the timing of time-critical medicines.
This was an unannounced inspection on 27 and 31 January 2023. Inspectors reviewed information from before the visit, spoke with people, relatives, staff and healthcare professionals, observed care, and checked care, medicine and recruitment records.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found that people felt safe, staff knew their needs, care plans reflected their choices, and people received kind and respectful support.
The home offered a wide range of activities and supported people to maintain relationships, follow their faith and access healthcare. Managers used audits, meetings and feedback to monitor care and make improvements.
Inspectors found that the timing of some time-critical medicines had not always been consistent. The manager acted immediately after this was raised. This was the first inspection since the service registered under the current provider.
Staffing and continuity
Inspectors found enough safely recruited staff. The established staff team meant agency use had recently decreased, helping people receive consistent care from staff who knew them.
“We have consistent staffing now and there is enough staff. We have time to talk to people.” from the report
Personalised care
Care plans included people's preferences, life history, beliefs and important relationships. Staff respected individual routines and supported people to make their own choices.
“They (staff) respond to what's happening, they don't impose their own regime.” from the report
Activities and relationships
People could take part in varied activities, trips, celebrations and cultural events. The home also supported people to maintain family relationships and follow their faith.
“There are loads of activities. Every week I get an email with a list of activities for the coming week.” from the report
Kind and respectful care
Staff knew people well and treated them with dignity. Inspectors saw staff respecting privacy and supporting personal grooming and independence.
“It is important to give people choices and give them their independence. This is their home.” from the report
Quality monitoring
Managers carried out audits covering medicines, infection control, incidents, accidents and health and safety. They recorded actions and followed up improvements.
“The management team undertook a range of quality assurance audits to ensure a good standard of care was maintained and opportunities to improve identified.” from the report
Timing of some medicines
needs fixingSome people had time-critical medicines, but the administration times were not always consistent. The manager acted immediately to make sure medicines were given as scheduled.
“Some people had time critical medicines; the times these had been administered had not always been consistent.” from the report
- 01How do you make sure time-critical medicines are given at the scheduled times?
- 02What checks now confirm that medicine administration times are consistent?
- 03How will you assess and update my relative's care plan as their needs or preferences change?
- 04What activities and trips would be suitable for my relative's interests, faith and communication needs?
- 05How are relatives involved when decisions about care or best interests need to be made?
This was an unannounced inspection covering all five key questions, including infection prevention and control under Safe. This explanation was written from the published report of 26 April 2023 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 Esher Manor Care Home
3 rated inspections over 6 years: the service has held its Good rating throughout.
- April 2023Goodcurrent ratingSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- April 2021Inspected but not ratedSafe: Inspected but not rated
- November 2018Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- June 2017GoodSafe: GoodEffective: GoodCaring: GoodResponsive: Requires improvementWell-led: Good
- December 2021
Registered with the Care Quality Commission on 10 December 2021.
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.
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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.