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Princess Christian Residential and Nursing Care Home Outstanding

Inspection Summary

Overall summary & rating


Updated 21 January 2020

About the service

Princess Christian Residential and Nursing Care Home (“Princess Christian”) is a residential care home registered to provide personal and nursing care up to 96 people. They have changed the purpose of some rooms so now have a maximum capacity of 92. Care was provided to people aged 65 and over at the time of the inspection. Many people were living with dementia. The service was supporting 82 people during the inspection.

The service operated in three nursing units: Bisley where people living with complex dementia lived; Knaphill a nursing unit for people who were needing palliative care and end of life care and, Pirbright where people with nursing and less complex dementia needs lived.

People’s experience of using this service and what we found

Everyone described Princess Christian in outstanding terms. People, relatives, professionals and staff described how the service was safe, effective, caring, responsive and well led to the best that it could be and was always looking to improve further. The values of caring, compassion, communication, competence, commitment and courage ran through the service and were continually measured to ensured good outcomes for people. This was achieved by the service’s quality assurance process, audits and listening to the views of everyone and acting on this.

The service had been nominated for several care awards and accredited for its end of life care, quality assurances and training of staff.

One person said, “This is a very good home. The care for my late husband was outstanding and they have looked after me every bit as well. At the end they made sure there was someone with him all the time, he was never left alone. I have nothing but praise for the home, the manager and the staff. It’s a lovely home, very well run.”

A relative said, “The registered manager has created and oversees a very caring and committed team. His visibility around the home encourages relatives to approach him and prevent any problems” and another said, “It is a brilliant care home”.

The care of each person was very personalised which meant they had the support needed and as desired. Every aspect of people’s care was planned around the person that is, meeting their health needs, goals and desires. One relative said, “I am also impressed that they like to understand the background and particular personality of each person.” This included food, medicines management and activities.

Staff worked in partnership with people, relatives and professionals. People were supported to have absolutely maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. When acting in people’s best interests, staff searched for ways to ensure the person had the life they would want to live should they have cognitive control. For example, a person living with advanced dementia who used to work as a carpenter was given a set of safe tools and observed to sit happily with these ‘working’ away at his latest project.

The leadership and governance of the service was very robust and passionate about supporting the staff to excel. The staff team led by the registered manager were highly trained and put this into practice. Creative ways had been put in place to recruit staff, retain staff and train staff to the accepted standard.

A relative said, “Princess Christian is lovely; everyone is approachable and friendly. The registered manager always speaks when he sees us. It’s a place full of smiles and we are confident [our relative] is happy here.”

Rating at last inspection

The last rating for this service was Good (published 31 January 2017).

Why we inspected

This was a planned inspection based on the previous rating.

You can read the full report by selecting the link for Princess Christian Residential and Nursing Care Home on our website at

Follow up

We wi

Inspection areas



Updated 21 January 2020

The service was safe.

Details are in our safe findings below.



Updated 21 January 2020

The service was exceptionally effective.

Details are in our effective findings below.



Updated 21 January 2020

The service was caring.

Details are in our caring findings below.



Updated 21 January 2020

The service was exceptionally responsive.

Details are in our responsive findings below.



Updated 21 January 2020

The service was well-led.

Details are in our responsive findings below