Jubilee House in Godalming, Surrey was rated outstanding for being caring, responsive and well-led following an inspection by the Care Quality Commission (CQC), 5 February 2020.
It achieved the score of Good for the effective and safe categories.
Jubilee House nursing home provides nursing care and accommodation to people some who have physical needs and dementia.
The CQC report highlighted that residents and relatives shared that they felt staff were extremely caring and compassionate. One person said, "The staff are lovely." Another said, "The staff here are wonderful, I absolutely adore them. They're all angels to me. They've got a sense of humour which is needed."
And comments from relatives included, "The staff are absolutely brilliant, it blows me away" and "The staff are wonderful here. As soon as we walk through the door me and dad get a hug. They're honestly like friends to us, or an extended family. As you can see, they are so loving and compassionate to everyone."
Staff used innovative and creative ways in relation to people's care planning and support. To protect people's dignity staff placed a painted flowerpot in their rooms which was colour coded so that staff were aware at what stage of life the person was at. When a person had passed away a member of staff made a posy of flowers to place with the person. A relative said, "Each one on duty that final day slipped into his room to say goodbye and to give us a hug. We will never, ever, forget their compassion and kindness."
Staff fed back positively about the leadership from the provider level to the management at the service. The clinical lead said of the provider support, "I could have not implemented changes without their support." They said of the registered manager, "She spends a lot of time on the units. I haven't seen that as much in other services." A member of staff said, "There is a strong management team." And another said, "The manager is very approachable. Because i'm new to the role I have to ask her for support at the moment, and she's always willing to help me." A health care professional told us, "Home manager is always accommodating to assist Social Care as much as possible."