Reigate Grange

The CQC report for Reigate Grange offers insights into the home's performance across key areas of care. This summary aims to provide families with a clear overview of the inspection findings, highlighting both strengths and areas for development. The report details how the service is performing in keeping residents safe, providing effective care, ensuring a caring environment, responding to individual needs, and being well-led by its management.

On safety, while many practices were in place, such as robust infection control measures and proper medicine storage, there were instances where care plans lacked sufficient detail for staff to consistently support residents safely, particularly concerning physical interventions. Medicine administration occasionally deviated from prescribed instructions, and risks to skin integrity were not always adequately addressed in care plans. Staffing levels and skill mix were not consistently reviewed to match residents' evolving needs, especially impacting the specialized 'Hilltops' unit, where agency staff sometimes lacked specific training for dementia care.

In terms of how effective the care is, residents largely received their medicines safely, and staff were competent in administration. However, inconsistencies in medicine administration and reliance on verbal instructions for variable doses posed risks. Care plans sometimes did not fully guide staff on supporting residents who expressed anxieties during personal care or were resistant to it, and there were instances where the least restrictive approach wasn't always followed.

The care provided was described by some residents and relatives as very good, with permanent staff making residents feel safe and well-looked-after, and keeping families informed. However, feedback indicated that some agency staff did not always understand or follow residents' planned care, leading to discomfort for some individuals, particularly during evenings and weekends.

Regarding responsiveness, the service engaged with residents and their families, acting on feedback from surveys and meetings. People had access to external healthcare professionals, and staff collaborated effectively with them to achieve good outcomes. However, challenges were noted in ensuring staff consistently followed residents' preferences and care plans, particularly concerning night-time checks and the involvement of agency staff.

On how well-led the service is, the registered manager was highly regarded by residents' families and staff, seen as approachable and supportive. However, quality assurance processes did not always effectively identify and address inconsistencies in care plans, daily records, and care practices, including the deployment of staff to meet residents' needs. Management oversight of risks and the implementation of care strategies, particularly for residents with dementia, needed strengthening. Despite some positive feedback about leadership, systemic issues in quality assurance and staff deployment were noted as requiring improvement to ensure consistent high-quality care.