Dorking Manor

“The service was well managed and the registered manager was responsive to safeguarding concerns, although we found there was some inconsistency in their understanding of when matters should be notified to CQC. While some notifications had not been submitted, other notifications and safeguarding concerns had been appropriately reported.”

“Staff provided kind, individualised care to people and ensured that people remained well through good links with external healthcare professionals.”

“Accidents and incidents were recorded, reviewed, lessons learnt and outcomes shared with the whole staff team. Staff understood when to whistleblow or report a safeguarding concern to the relevant authority and they told us they would have no hesitation in speaking up.”

“People’s medicines were managed well and staff received relevant support and training. Staff were recruited through safe processes and our observations were there were sufficient staff on duty during the day.”

“The service had developed good links with professionals and the local community and they sought people’s views and feedback through meetings and forums.”

“The registered manager held a service improvement plan to help with their oversight and where actions were identified through audits these were logged and addressed.”

“Staff understood the principles of the Mental Capacity Act 2005 and sought people’s consent prior to providing care.”

“Staff also understood the need to treat people equally and without discrimination. They knew people well and recorded relevant information about people to help ensure person-centred care was provided.”