CQC report explained · a nursing home
What the CQC found at The Royal Star & Garter Homes - Surbiton
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors found that risks were assessed and managed, staff understood safeguarding, medicines records were complete, and infection control arrangements were effective. Staffing records showed adequate numbers of staff, although recruitment was ongoing.
- Effective?
- Good
- This key question was not inspected during this visit, so no rating was given in this report.
- Caring?
- Outstanding
- This key question was not inspected during this visit, so no rating was given in this report.
- Responsive?
- Good
- This key question was not inspected during this visit, so no rating was given in this report.
- Well-led?
- Good
- Managers used audits to oversee medicines, incidents, safeguarding, care plans and staffing. People and staff were asked for their views, and the service acted on feedback.
What inspectors found, February 2023
The Royal Star & Garter Homes - Surbiton: Rated Good; inspectors found safe, person-centred care and effective management, with recruitment still under way.
This was an unannounced inspection on 5 January 2023. Inspectors spoke with people living in the home, a relative and staff. They reviewed care plans, recruitment files, medicines records, training information, safety records and management audits.
The home was rated Good for Safe. Inspectors found that risks were assessed, staff knew how to respond to abuse, medicines were managed safely and infection control arrangements were effective. Staffing records showed enough staff were deployed, although feedback about permanent staff was mixed and recruitment was continuing.
The home was also rated Good for Well-led. Managers had oversight of the service, listened to people and staff, and acted on feedback. The overall rating stayed Good, as it was at the previous inspection in 2020. Only Safe and Well-led were inspected during this visit, so other ratings were carried over.
Clear risk planning
Care records gave staff clear instructions about risks such as falls, choking, mobility and specialist equipment.
“Risk assessments provided clear guidance for staff as to how the likelihood of risk occurrence could be reduced.” from the report
Safe medicines management
Inspectors saw medicines being given safely. Records were complete and medicines were stored securely.
“Medicines Administration Records (MARs) were completed accurately with no gaps or omissions and stored securely, with only authorised staff having access to them.” from the report
Person-centred support
Inspectors found that the service aimed to provide personalised and inclusive care. People spoke positively about the care they received.
“The service offered a person-centred, inclusive and empowering service.” from the report
Management oversight
The management team used regular checks and audits to identify issues and take action. People and staff were also asked for their views.
“The registered manager and management team had effective oversight of the service through regular audits.” from the report
Recruitment and permanent staff
minorSome feedback called for more permanent staff who knew people well. The provider was using agency staff when there were shortages, and recruitment was still in progress.
“At the time of the inspection, there was an on-going recruitment drive in progress.” from the report
- 01How many permanent staff are currently in place, and has the recruitment drive finished?
- 02When agency staff are used, how do you make sure they know each person's needs and preferences?
- 03Have senior care staff completed their medicines administration training?
- 04How are people's views about meals and other parts of daily life collected and acted on now?
- 05How do you keep each person's risk assessments and emergency evacuation plans up to date?
This was an unannounced inspection focused on Safe and Well-led; the other ratings were carried over from the previous inspection in 2020. This explanation was written from the published report of 4 February 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.
What inspectors found, December 2020
Inspected but not rated; inspectors found strong infection control and continued support for family contact and activities.
This was a targeted inspection on 5 November 2020 during the coronavirus pandemic. Inspectors looked at infection prevention and control measures. The inspection was announced.
Inspectors were assured that the home was managing infection risks. This included visitors, social distancing, protective equipment, testing, cleaning, isolation and outbreak management.
The home helped people keep in touch with relatives through a screened visiting room, video calls and letters. Activities continued, and staff received support for their wellbeing.
The home was inspected but not rated. This means the report does not give an overall quality rating or ratings for most of the five areas.
Family contact
The home created a separate visiting room with a transparent screen and also used video calls, online devices and letters to help people stay in touch.
“Alternative arrangements were being put in place to help people maintain social contact with their family members and friends.” from the report
Infection control
Inspectors found that the home had arrangements covering protective equipment, testing, social distancing, isolation and outbreak management.
“We were assured that the provider was making sure infection outbreaks can be effectively prevented or managed.” from the report
Cleaning
The home was clean and well maintained. Extra cleaning staff and schedules were introduced, including hourly cleaning of frequently touched surfaces.
“The home was clean and well-maintained. The provider had introduced additional domestic staff and cleaning schedules since the beginning of the Covid-19 pandemic.” from the report
Activities and staff support
Activities continued, including themed meals, scenic drives and garden entertainers. The home also provided several forms of support for staff wellbeing.
“Activities continued for people using the service including themed meals, scenic drives and entertainers performing for them from the garden.” from the report
Inspectors raised no specific concerns in this report.
- 01How are visits and other contact with family members arranged now?
- 02How often are people using the service and staff tested, and what happens if someone tests positive?
- 03How are protective equipment, handwashing and cleaning checked now?
- 04How are people supported to take part in activities if they are isolating or living in a separate zone?
- 05What overall ratings did the home receive at its previous full inspection, and when will the wider areas of care next be assessed?
This was a targeted inspection of infection prevention and control during the coronavirus pandemic; the service was inspected but not rated and the other areas were not assessed. This explanation was written from the published report of 15 December 2020 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 The Royal Star & Garter Homes - Surbiton
3 rated inspections over 7 years: the service has held its Good rating throughout.
- February 2023Goodcurrent ratingSafe: GoodEffective: GoodCaring: OutstandingResponsive: GoodWell-led: Good
Read what inspectors found at The Royal Star & Garter Homes - Surbiton →
- December 2020Inspected but not ratedSafe: Inspected but not rated
Read what inspectors found at The Royal Star & Garter Homes - Surbiton →
- January 2018Goodstayed GoodSafe: GoodWell-led: Good
- November 2015GoodSafe: GoodEffective: OutstandingCaring: GoodResponsive: GoodWell-led: Good
- December 2013
Report published without a new overall rating.
- August 2013
Registered with the Care Quality Commission on 19 August 2013.
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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At least 100 live-in carers within about an hour of Kingston upon Thames
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 £1,260 a week. 82 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.”
“We cannot speak highly enough of the care that Angelique gave, and would recommend her to anyone else needing a live-in carer.”
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.