Surrey Oaks Nursing Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care. People’s care records were highly personalised to their individual needs and wishes. The provider prioritised people’s views and wishes in the planning and delivery of their care. This included their preferences in relation to their routines, nutrition and how they liked to spend their time.

People and their relatives told us their care was delivered in line with their individual needs. The registered? manager confirmed that they prioritised people’s unique choices in their care delivery through a number of ways. They actively sought multi- disciplinary advice when devising care plans that were relevant to people’s individual needs. Relatives feedback was sought in ensuring care was designed to meet people’s wishes.

The provider understood the diverse health and care needs of people and their local communities. Care records contained details of people’s diverse needs. Where people had particular cultural or religious needs, these were included in the planning and delivery of their care. The provider sought people’s feedback in relation to whether they had any particular preferences about the gender of their care worker in relation to their personal care needs and these were included when planning the rota.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to people’s needs. People’s needs regarding the format of information was sought during the assessment process. Thereafter, the provider took action to make sure information was available in the necessary formats enabling people to access this. We saw information was available in easy read and large print for people who needed it.

The provider made it easy for people to share feedback or raise complaints about their care. The provider sought people’s feedback through annual satisfaction surveys, regular relatives’ and residents meetings. There was a complaints policy and procedure and procedure in place. We saw issues were responded to promptly and complaints records showed complaints were responded to in a timely manner.

The provider made sure that people could access the care and support they needed.. We observed that there were enough staff to respond to people’s needs. The registered manager informed us and records confirmed there were enough staff available throughout the day and night to respond to people’s needs and call bells records showed this was happening promptly.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care and support in response to this. The provider asked initial questions during the assessment process about people’s needs and whether they had any particular reasons that might make them vulnerable to experiencing inequality, for example language barriers, fluctuating capacity or whether they had any protected characteristics. The provider then tailored people’s care to ensure they were not disadvantaged as a result. For example, they ensured people’s families or an advocate were included in decision making to ensure people’s rights were respected.

Staff were trained in equality, diversity, human rights, and dignity, including how to recognise unconscious bias and report any issues.

The provider was able to support people to plan for important life changes, including at the end of their life. At the time of our assessment there were no people using the service on end-of-life care. However, the registered manager assured us they were able to provide this care where needed through effective care planning and joint working with multi- disciplinary professionals.