Surbitonian Gardens at Poppy Court

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider treated people with kindness and compassion. People told us staff treated them well and they had a good relationship with them. A family member told us their relative was, “very happywith the level of respect and service s/he receives.”

We observed care staff treating people with kindness and with regard to their dignity. People had had friendly conversations with staff and interactions demonstrated people and staff knew one another well.

Staff treated people respectfully and demonstrated a commitment to treating people well. One care worker told us, “I feel very strongly about treating people with respect in a dignified way. These people could be our parents and I think about that when I’m here.”

The manager told us they monitored interactions between staff and people using the service to ensure they were treated well on a daily basis.

The provider treated people as individuals and made sure their care and support met their needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider supported people with their care needs in accordance with their wishes. When people requested care from a particular staff member, the provider sought to arrange this. The provider took account of people’s religious beliefs and supported them to practise their religion where relevant. This included supporting people to observe specific religious holidays and organising their care in a way that met their religious needs.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care. People were encouraged to make choices in their care on a daily basis and staff ensured these were met. The staff team followed people’s preferences in relation to the activities they wanted to undertake, the clothes they wanted to wear and the food they liked to eat. People’s care records included personal details about their lives so staff knew about people’s individual preferences in different areas of their lives.

The provider listened to and understood people’s needs, views and wishes. We observed staff responding to people’s immediate needs throughout the course of our site visit. This included responding to their direct requests. We also saw staff responding positively to people’s individual behaviours and appeared to reassure them when needed. We saw staff prioritising people’s comfort during our site visit and people responded positively to this.

The provider promoted the wellbeing of their staff and supported them to carry out their roles. Staff universally told us they found the changes in the management structure difficult to cope with. However, they added that they had always felt supported by a senior member of staff during this time and they had always felt supported.

Staff told us they found the current management team supportive and they had confidence in the new manager who had worked at the organisation in a different role for some time. One care worker told us, “Things are going well. The only issue is about the change of management. However, if I ever have any issues I report it to my team lead or a nurse and they’ve always helped. I’ve never had any issues and I do think the new manager seems really good.”

The manager told us they prioritised staff wellbeing and were committed to helping them while stabilising the staffing structure at the home.