Merlewood

Merlewood is a residential care home situated across two separate wings in Virginia Water, providing personal and nursing care for up to 53 older people, including those living with dementia. At the time of our visit, 38 residents were living at the service. Overall, the home provides a comfortable and supportive environment where residents receive attentive care from a dedicated team.

Residents consistently feel safe living at the home, supported by a sufficient number of attentive staff who conduct regular checks and respond promptly to call bells. Medications are managed securely using an electronic system, and safety incidents are properly investigated, though some paperwork regarding legal mental capacity assessments was scattered across different locations due to a recent system transition.

Care is delivered effectively by well-trained staff who coordinate smoothly with external healthcare professionals to meet individual medical, nutritional, and rehabilitation needs. Residents enjoy a variety of wholesome food choices, and those needing assistance are supported at a patient, unhurried pace.

The atmosphere throughout the home is exceptionally warm and compassionate, with residents praising staff for going above and beyond to treat them with kindness and respect. Staff actively promote personal independence and dignity in daily routines, ensuring residents have full freedom over their daily schedules and visitors.

Care plans contain detailed, personalised information about individual preferences, mobility, and medical needs, ensuring care is tailored to each person. However, inspectors noted that staff occasionally lacked sufficient written evidence of daily care provided, which management is actively addressing as the new electronic care planning system embeds further into the service.

Leadership is strong and stable, anchored by a new manager who has made a positive impact since arriving. Staff report feeling well-supported through regular supervision and training, and the management team continually reviews service quality and incident data to drive ongoing improvements across the home.