Chertsey Parklands Manor Care Home

Updated 17 October 2025

Date of assessment: 4 – 16 September 2025.

Chertsey Parklands Manor Care Home is a care home with nursing for up to 95 people who may have needs relating to long-term healthcare conditions, physical disability, sensory impairment, or dementia. At the time of our assessment, 86 people lived at the home.

We carried out the assessment because there had been 3 recent safeguarding enquiries and we wanted to check the provider had taken action to address any areas for improvement.

There was no registered manager in place at the time of our assessment. The home’s previous registered manager had left their post in July 2025. A new manager had been appointed and was due to take up their post shortly after our inspection. The provider’s regional director had provided management cover for the home in the absence of a registered manager.

People lived in a safe, clean environment. Staff understood any risks in people’s care and managed these effectively. Overall people’s medicines were managed safely. We identified 2 areas for improvement, which the provider agreed to address.

Staff were recruited safely and had access to the induction, training and support they needed to carry out their roles. Staff attended safeguarding training and knew how to recognise and report abuse.

People’s needs were assessed before they moved into the home and their care plans developed in line with their individual needs and preferences. Some people’s care plans contained little information about their personal histories. The provider had identified this issue and put plans in place to address it.

Staff encouraged people to make choices about their care and how they lived their lives. They worked well with other professionals to achieve the best outcomes for people. This included following professional advice and guidance relating to people’s care. Staff kept people’s needs under review, including their health, emotional, and communication needs.

People had opportunities to give their views about their care and the running of the home. Feedback from people’s families was listened to and acted upon. The provider’s quality monitoring and governance systems helped ensure effective management oversight of the service.

Updated 17 October 2025

In most parts of the home, people told us staff were always available when they needed them. However, in some parts of the home people said this was not the case. We shared this feedback with the provider, who amended the staffing rota to ensure staff were always available to meet people’s needs.

People told us staff were kind, caring and helpful. One person said, “We are lucky with the staff. They are all very helpful. They really pitch in and do their best.” Relatives told us staff treated people with kindness and respect. They said their family members were acknowledged and respected as individuals.

Some people told us their recent experience of care had been affected by an increase in the use of agency staff due to vacancies on the permanent staff team. The manager had identified that developing a stable staff team was an important priority for the service and planned to focus on recruitment once they took up their post.

Staff supported people to maintain good health. This included monitoring people’s health and wellbeing and arranging regular check-ups. People told us they were supported to access healthcare services when they needed them.

People told us staff encouraged them to be as independent as possible. Staff respected people’s decisions about their care and included their families in care planning and reviews.

People told us they enjoyed the range of activities and outings provided by the home’s activities team. They said any suggestions they had for activities were

considered and provided where possible.

People told us there was a good choice of meals and said they had opportunities to give feedback about the menu. People’s nutrition and hydration needs were met in line with current guidance.