CQC report explained · a nursing home
What the CQC found at Surbitonian Gardens at Poppy Court
Rated Good: inspectors found the home performing well and meeting their expectations.
What inspectors found, November 2023
Surbitonian Gardens at Poppy Court was rated Good overall; inspectors found kind, safe care, but noted changes in management, agency staffing and communication.
This was the home's first inspection. It was unannounced and included visits on 24 August and 7 September 2023. Inspectors spoke with people, relatives and staff, observed care, and checked care records, medicines, recruitment files and management records.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. Inspectors found clear risk assessments, safe medicines systems, suitable training and enough staff to meet people's needs. They also found kind interactions, personalised care, activities and timely responses to complaints.
There were some points for families to follow up. The home was working to increase its permanent staffing and improve communication with relatives. The registered manager left shortly after the inspection visits, with the deputy manager providing management cover.
Kind and respectful care
People and relatives gave positive feedback about staff. Inspectors also saw compassionate and respectful care during their visits.
“People and their relatives gave positive feedback about the staff and told us they were kind and caring.” from the report
Medicines and infection control
Inspectors found medicines were administered, recorded and stored safely. They were also assured that infection prevention and control systems were effective.
“There were safe systems in place for the management and administration of medicines.” from the report
Personalised activities and care
The home supported people to join activities and avoid social isolation. Care plans included people's interests, routines, food choices and preferences.
“The provider supported people to take part in activities and avoid social isolation.” from the report
Complaints handling
The home had a complaints process and inspectors found complaints had been dealt with appropriately and within a timely period.
“We reviewed complaints that had been received and saw these had been responded to appropriately and within a timely manner.” from the report
Management change
needs fixingThe registered manager left shortly after the inspection visits. The deputy manager was providing management cover, and relatives were concerned about the change.
“However, people's relatives expressed concern as the registered manager left shortly after our site visit.” from the report
Agency staffing
needs fixingThe home had experienced problems with using a high proportion of agency staff. It was working to recruit more permanent staff, although inspectors found enough staff were in place at the time.
“Prior to our inspection, we received concerns that the provider was using a high proportion of agency staff compared to permanent staff.” from the report
Communication with relatives
minorMost relatives gave positive feedback, but four comments raised concerns about poor communication during a period of management change.
“We did receive 4 comments from the 16 relatives we spoke to about poor communication.” from the report
Meal delays and mixed views
minorInspectors saw delays in bringing food on the first inspection day. Most people liked the food, but some people complained about the choices and portion sizes.
“Although we saw there were some delays to people being brought food on the first day of our inspection” from the report
- 01Who is currently managing the home, and what arrangements are in place while the management team is being settled?
- 02How many permanent staff and agency staff are currently working here, and has the balance changed since the inspection?
- 03How will you keep relatives informed about changes in management, staffing and their family member's care?
- 04What has been done to prevent delays in serving meals, and how are food choices and portion sizes checked?
- 05How are people's participation in activities and their risk of social isolation monitored now?
This was an unannounced first inspection that looked at all five key questions, the premises and the care provided; there were no previous ratings to carry over. This explanation was written from the published report of 10 November 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 Surbitonian Gardens at Poppy Court
Each visit the CQC has published, newest first, back to the day the home was registered.
- November 2023Goodcurrent ratingSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
Read what inspectors found at Surbitonian Gardens at Poppy Court →
- July 2022
Registered with the Care Quality Commission on 27 July 2022.
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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Most charge £980 to £1,260 a week. 82 can care for a couple. 11 years' experience on average.
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