- Care home
Surrey Oaks Nursing Home
Assessment report published 10 December 2025
Contents
Ratings
Our view of the service
Date of assessment: 30 July 2025 to 26 August 2025. Surrey Oaks Nursing Home is a care home for up to 33 older people and younger adults, including those with dementia. We undertook this assessment in response to concerns about the service.
Safety concerns were investigated in line with a clear policy and procedure and lessons were learned as needed. Safe systems of care were maintained in cooperation with healthcare partners. There were enough qualified, skilled and experienced staff, who received effective support, supervision and development. People’s medicines were administered safely. The provider was appropriately managing the risks to people’s health and safety. The provider had plans in place to make the environment more dementia friendly.
Assessments of people’s needs were conducted, which included people’s preferences in relation to their care. The provider ensured they met people’s requirements and ensured their care was delivered in line with their valid consent.
The provider treated people with kindness and empathy and respected their privacy and dignity. The wellbeing of staff was promoted and supported. The provider understood the diverse health and care needs of people and their local communities. They provided up-to-date information in different formats depending on people’s needs. The provider was able to support people to plan for important life changes, including at the end of their life.
The provider had a shared vision, strategy and culture and had inclusive leaders at all levels. The provider fostered a positive culture, valued diversity and encouraged staff to speak up. The provider had clear responsibilities, roles, systems of accountability and good governance.
People's experience of this service
People told us they felt safe at the service and with care workers. One person told us “The staff look after us” and a relative said “I know that [my family members] are safe because of the staffing and the policies they have got in place, which I see myself as a visitor there.”
People and their relatives told us there were enough staff in place and they knew what they were doing. One relative told us “They knew what they were doing alright with things like hoisting [my family member] from bed to chair.” A person using the service said “Yes, there are plenty of good staff.”
People told us staff came when they pressed their call bells. Their comments included “if I press the button, they are very good at coming” and “If I press the call button staff come very quickly. I don't use it that often.”
People confirmed they got their medicines on time. One person said “There is not a problem with my medication.”
People and their relatives told us the environment was clean and tidy. One relative said “I think it is spot on. It is a joy to see how the lady who does the cleaning and laundry deals with it, it is all done to perfection. I have only been in the kitchen once and it is wonderful. If somebody drops a drink on the floor, someone is there immediately to clear it up.” Another relative said “I think the environment is ok. It is not plush, but I think it is ok as it is.”
People told us they were treated well by staff. One family member told us “Over the last year [my family member] has calmed down and the nurses give so much happiness and joy. The young carers have a very gentle approach and are able to have a laugh with [my family member]. They get the residents up to dance on occasions and when they go round the room, they often do high fives with them as well to make them know they are about. [My family member] is at home here now and they are [their] family.” Another relative told us “I think they are excellent, and I can't fault them at all.”
People gave good feedback about senior staff within the service, including the manager and owner. One relative told us “The liaison that I now have with (the manager) is excellent. I think he is exceptional and he keeps me well informed with what is going on. The new owner is a very nice man, and he is around quite a bit.”