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Coombe Hill Manor Care Home, Kingston Upon Thames

Updated: Nov 12, 2019

A Care home which supports adults some with dementiahas been judged as outstanding by the Care Quality Commission.

CQC inspectors visited Coombe Hill Manor in Kingston Upon Thames, Surrey, 14 & 27 November 2018 and rated it as outstanding in the caring and responsivecategories and good for being safe, effective and well-led.

The CQC report highlighted that there was a strong, visible person-centred culture at Coombe Hill Manor. People using the service spoke extremely positively about the service they received at the home and said staff were friendly, kind and caring. They said they were fully respected and valued as individuals.

One person said, "I think the carers are quite exceptional really, are very caring and will do anything for you." Another resident said, "They are wonderful. Respectful and kind." A third person commented, "There are so many of them. All very kind." Other comments included, "They are all extremely pleasant. They try very hard", "They are lovely. Staff just make this place", "Yes generally very caring especially the young carers" and, "The stars are the carers."

A relative commented that, "I can honestly say that every single member of staff who came into contact with me gave me the impression that they knew my relative, cared about them and respected them. I refer here not only to the care team but also to those in the laundry team, the cleaning team, the activities team and the restaurant team."

The electronic care planning system allowed for easy interrogation, enabling managers and staff to access a variety of useful reports such as summaries for hospital admissions, food and fluid intake and a person's daily health and wellbeing. Staff maintained records on handheld devices documenting the care and support delivered and this information was uploaded to the main care planning system in real time. This allowed the information to be shared with the staff team quickly and easily to ensure continuity of care and that no important information was missed.

People's needs were regularly reviewed and any changes in care automatically reflected on the handheld device.

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