Surrey Hills

This inspection report for Surrey Hills and Heights Dementia Care Centre provides an overview of the service's performance across key areas of care. The report details findings from an unannounced visit, assessing how well the home provides a safe, effective, caring, responsive, and well-led service for its residents. It aims to give families a clear understanding of the quality of care and support available.

On safety, residents and their relatives generally felt the home was a safe environment, with staff trained in safeguarding and knowing how to report concerns. The home effectively managed risks, ensured adequate staffing levels for timely care, and maintained safe recruitment practices, with medication administration also being well-managed. However, the report noted some areas requiring improvement in infection prevention and control practices, such as empty sanitiser dispensers and areas needing deeper cleaning, which management addressed immediately.

In terms of how effective the care is, while residents and their relatives found staff competent, the report highlighted that staff did not always consistently address the specific needs of individuals with dementia, particularly when they experienced distress. The home's environment and engagement opportunities also needed further development to better support residents. Management has committed to providing additional training and support to staff to enhance their skills in managing complex dementia needs.

Regarding how caring the service is, people and their relatives spoke very positively about the staff and management, describing them as lovely and kind. Staff felt well-supported and listened to by the manager. Care plans were personalised, and residents received support to eat and drink well, with staff respecting their choices and independence.

In terms of how responsive the service is, care plans were personalised to individual needs and preferences. Residents received support with eating and drinking, and had opportunities for activities and visits from loved ones. Staff were noted for their respect for residents' choices and independence.

Finally, on how well-led the service is, the provider has good governance systems in place that enable effective monitoring of quality and safety. The management team actively identified areas for improvement and implemented lessons learned, such as holding clinical meetings to review care. Staff also received support to enhance their record-keeping, contributing to a well-managed service.