CQC report explained · a residential care home
What the CQC found at Surrey Heights
Rated Requires improvement: inspectors found the home was not performing as well as it should and told it what to change.
What inspectors found, December 2022
Rated Good; inspectors found safe, kind and personalised care, with one medicines delay linked to staffing arrangements.
This was an unannounced first inspection of the newly registered service. Inspectors spoke with people, relatives and staff, observed care, and checked care plans, medicines records, recruitment, training and management records.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough staff, safe recruitment, good medicines practices, personalised care and kind support. People were helped to make choices, stay active and keep in touch with relatives and the local community.
The home had effective checks and acted on accidents, incidents and changing needs. However, staffing contingency arrangements were not fully identified on the inspection day, which delayed some people's medicines. No one was harmed, and managers took action during the inspection.
People felt safe
People and relatives told inspectors they felt safe. Staff understood safeguarding and individual risks, including risks linked to falls, nutrition and health conditions.
“People and their relatives told us they felt safe in the home and with staff.” from the report
Kind and respectful care
Staff treated people with patience and kindness, including when people were distressed or confused. They supported privacy, dignity and independence.
“Staff understood people's needs and showed them compassion and kindness.” from the report
Personalised support
Care plans recorded people's life stories, preferences and communication needs. Staff knew people well and supported them to choose how to spend their time.
“People's care was personalised. Staff knew them well and respected their wishes and preferences.” from the report
Activities and community links
People could join activities, spend time with others or choose their own interests. Visitors were welcomed and the home had links with the local community.
“People were encouraged to take part in social gatherings, events and do different things meeting their interests.” from the report
Good health support
Staff helped people access GPs, nurses and specialist services when needed. Inspectors found that referrals were made promptly when people's needs changed.
“Staff worked well with healthcare and social care professionals to provide timely support when people's needs changed.” from the report
Medicines were delayed once
needs fixingManagers had not fully identified the staffing contingency arrangements needed on the inspection day. This led to a delay in some people's medicines, although no one was harmed and extra support was put in place.
“They did not fully identify the staffing contingency plans they had to implement caused a delay in people receiving their medicines.” from the report
Further dementia-friendly changes needed
minorInspectors said the building could be made more dementia-friendly. The provider was reviewing further changes as part of a larger refurbishment plan.
“The home could be made more dementia friendly although some elements, such as memory boxes on people's doors helped them to orientate themselves in the building.” from the report
- 01What staffing contingency plan will be used if there are unexpected staff shortages, and how will you prevent medicines being delayed?
- 02What dementia-friendly changes are included in the larger refurbishment plan, and when are they expected to be completed?
- 03How will you make sure care plans remain up to date when people's risks, weight or health needs change?
- 04How are relatives involved in care plan reviews and decisions about changing needs?
- 05What activities are available for people who do not enjoy group events or social gatherings?
This was the first inspection of the newly registered service and covered all five key questions, including infection prevention and control under Safe. This explanation was written from the published report of 8 December 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.
Every inspection of Surrey Heights
5 rated inspections over 7 years: the service has improved, from Requires improvement to Good.
- December 2022Goodcurrent ratingSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- January 2021Inspected but not ratedSafe: Inspected but not rated
- August 2018Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- July 2017Requires improvementstayed Requires improvementSafe: Requires improvementEffective: Requires improvementCaring: Requires improvementResponsive: Requires improvementWell-led: Requires improvement
- August 2016Requires improvementstayed Requires improvementSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Requires improvement
- December 2015Requires improvementSafe: InadequateEffective: Requires improvementCaring: Requires improvementResponsive: Requires improvementWell-led: Requires improvement
- August 2021
Registered with the Care Quality Commission on 9 August 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.