Acorn Lodge - Surbiton

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 always treated people with kindness, empathy and compassion and respected their privacy. Staff’s interactions with people were caring and they made sure people’s dignity was respected. A person told us that staff always knocked on their bedroom door if they wanted to come in and waited for them to answer. Staff’s comments included, “We make sure [people] look good when going out and have their hair done nicely.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations and unique backgrounds. A person told us that staff knew about their care and support needs because “they know me” and “it’s written down.” People were supported to attend a church where they expressed a wish to do so. Care plans included information in relation to people’s preferences, likes and dislikes, history, culture and religion.

The provider did not always engage people in the inhouse activities helping them to occupy their free time. People were supported to take part in the community activities. This included attending a day centre, socialising groups and visiting places of interest. However, the provider did not always ensure people had access to stimulating and engaging activities when at home. People did not have easy access to board games or any other equipment to support their engagement and take part in activities of their choice. The registered manager told us they would immediately take actions to address this concern.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. They reassured people about their routines and what was important to them.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff were required to follow the provider’s policies and procedures to ensure good care delivery. Newly recruited staff were supported by the management and the staff team until they felt safe and confident to lead on tasks independently.