Surrey Heights

Surrey Heights is a residential care home offering accommodation and personal care for up to 39 individuals, including those with dementia. This report reflects the findings of an inspection conducted to ensure the service meets high standards. The inspectors focused on key areas to evaluate the overall quality of care provided to residents and their families.

In terms of safety, the home ensures residents' well-being through comprehensive risk assessments documented in care plans, and both residents and their families feel secure. Staff are trained to protect individuals from harm and abuse, and the recruitment process for new team members is robust, with sufficient staffing levels to meet daily needs.

Regarding the effectiveness of care, residents receive personalised support that respects their wishes and preferences. Staff are knowledgeable about residents' needs, and activities are available to encourage engagement and choice in how people spend their days. The home also maintains strong partnerships with local health and social care services.

The care provided is characterised by compassion and kindness, with staff communicating effectively even when residents are distressed. Inspectors observed staff treating residents with dignity and respect, responding to their needs with patience and understanding. Residents and their families feel involved in care decisions and that their views are heard.

The service demonstrates responsiveness by supporting residents to have maximum choice and control over their lives, employing the least restrictive methods possible. Policies and systems are in place to uphold this principle. The home also has good connections within the local community and collaborates effectively with external health and social care providers.

Finally, the home is well-led, with a management team that actively seeks and acts upon feedback from residents, relatives, and staff. They diligently monitor quality and safety, taking proactive steps to improve the care experience and residents' safety, such as adapting to changing needs and learning from incidents. The overall atmosphere of the home is positive, friendly, and calm, with staff feeling well-supported by their managers. While the inspection found many positive aspects, the report also highlights specific areas for continued development, such as further enhancing dementia-friendly adaptations within the home's design.