1 Fengates Road

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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 and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People told us they received person-centred care in line with their needs and preferences. One person said, “They look after you here. I have been here a long time and I am very happy. The staff know what I like.”

People’s aspirations were identified and respected. People’s care and support plans were clear and included their biography, preferred activities and what made them happy and fulfilled.

People had care passports in place. These detailed people’s likes and dislikes, things that were important to them and what staff needed to know to keep them safe from avoidable harm. They also had dental passports, which detailed how to support people with their oral health.

Care notes were completed appropriately and respectfully, and included details of any event, activities and interactions, and any healthcare concerns.

People had access to the community and were supported to take part in events and activities such as going to the local pub to have a meal or a drink and play pool. People’s birthdays were celebrated and they told us it was “fun”.

We witnessed staff delivering person-centred support that met people’s needs. People appeared happy to engage with the staff, hugging them and chatting about their days. One person expressed they wanted to go shopping, and a member of staff immediately got their coat and went with them. They came back excited about their experience and showed us what they bought.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People told us they received good care and their healthcare needs were met and relatives echoed this. Support plans detailed these needs and were personalised. There were clear instructions for staff to follow, so they understood each person’s condition and how it impacted on their daily lives.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager told us they recognised the importance of effective communication.

People’s communication needs were assessed during the pre-admission assessment so information could be made available to them in a format that suited them. People's care plans detailed their preferences and any aids they needed to support effective communication. All the people living at the service were able to express themselves verbally.

People had sensory profiles in place. These detailed their specific reactions and preferences to certain sensory stimuli, such as smell, sight, touch and taste, and how they needed to be supported.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People and relatives were involved in the planning of their care and support. Care plans were reviewed regularly, and people and relatives were asked for their feedback about the care they received and anything they would like to change.

The provider ensured people and relatives had the necessary information in relation to processes for sharing feedback or raising concerns. Records showed complaints received were addressed in accordance with the provider’s policies and procedures. Any learning from complaints and concerns was shared with staff to inform their future practice. A relative told us, “If I have reason to contact the manager, either by phone or email, about anything, [they are] responsive.”

Staff were encouraged to monitor people’s care to help identify issues before they could develop into complaints or concerns. There were regular meetings with people so they could raise concerns and make suggestions.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People told us they had access to the care and support they required and were happy with this. They felt their needs were met and the staff cared and supported them effectively. Records showed they were supported to attend appointments, and a range of healthcare professionals visited the home regularly. Records of visits were included in people’s care plans and the staff ensured they followed instructions.

People were supported to access the community if this was possible for them to do so. Where they required support, this was planned and organised effectively.

Care plans were regularly reviewed to identify any changes in a person’s care needs so the appropriate support could be found if needed. This included making appropriate referrals to external professionals as needed.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People's care and treatment promoted equality and protected people's rights. People told us they were consulted in relation to their cultural and spiritual needs.

The provider had an equality and diversity policy in place and was committed to creating a welcoming and inclusive atmosphere for all people and staff, regardless of sexual orientation, gender identity, or gender expression. People were consulted in relation to their sexuality needs if they were comfortable discussing these.

People’s care plans indicated they had been consulted in decision making, including whether they preferred to receive care from a male or female care worker. Their care plans reflected people’s physical, mental, emotional and social needs.

People were supported to access the community and undertake activities of their choice. Their preferences were recorded in their support plans. For example, one person liked to visit a local forest weekly with the support of staff and enjoyed going out shopping or for a meal. People had activity care plans in place, and these contained a record and photographs of all the activities they had taken part in. For example, one person had been out for a pub meal, had cooked dinner, and enjoyed afternoon tea at another home.

People’s activity records also detailed activities they did not enjoy and why these should be avoided. For example, one person disliked loud noises and crowded places, as this contributed to their anxiety. The staff ensured activities were organised to suit the person’s needs and avoid them becoming anxious or stressed.

People were supported to look for work or volunteering opportunities in the community. One person enjoyed a placement in a café, but this had ended when the council funding was withdrawn. The registered manager was supporting the person to find other opportunities. They told us, “In April–May 2025, all the people we support were offered places on a six‑week healthy cooking course at East Surrey College, focused on preparing meals using slow cookers and air fryers. However, no-one chose to attend.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. However, this was not always a subject people, or their relatives were willing to discuss, and this was approached sensitively by the management team and the care team.

People had end of life support plans in place. These detailed information about the person, important people in their life and how they wanted to be cared for at the end of their life. For example, one person’s plan stated they ‘would like family and friends to visit and remain happy’. If people were happy discussing this, their wishes in relation to their choice of funeral were recorded. These also contained what people did not want, for example, one person did not want a religious service.

The staff received training in end-of-life care and understood how to support people when they reached the end of their lives. Details of people’s wishes were recorded in their care plans, so the staff would know how to meet their needs when the time came.