A care home in Raynes Park has been praised by national inspectors for its “personalised care” and “brilliant staff”. A report by the Care Quality Commission (CQC) noted that staff at Carter House on Farnham Gardens were “kind” and “caring” and “doing all they can to make people feel at home”.

Carter House provides residential, nursing and dementia care for up to 45 residents, respite stays and short term rehabilitation in its interim care unit. Inspectors from the CQC spent two days at the home last month. They found staff “were knowledgeable about the people they were supporting and knew what was important to them”. The report stated that families of residents at Carter House commended staff for the personal care their loved ones received. One commented "if my relative needs anything their regular carer knows instantly what they want."

The CQC report also found that residents’ privacy and dignity was respected at the home, with one relative giving staff “10 out of 10 for the respectful and patient way” they treated their family member. Residents were found to be “happy” living at Carter House. Inspectors noted feedback that described Carter House as a “home away from home” and comment from a relative who said staff “do all they can to make people feel at home here. The staff are brilliant." The home was also praised for its care plans which the report described as “very person-centred.” It said the plans “set out clearly for staff how individuals' needs and wishes should be met” including “people's individual strengths, social interests, food preferences, life history, family contacts and how personal care and support was to be provided.”

Home Manager Hilma Dunn said; “We are delighted that our focus on people as individuals has been recognised.

“Our care plans are immensely detailed because of our ‘Resident of the Day’ scheme which allows us to give our attention to each resident in turn.

“We review their every day care such as when they like to wake up, what help they would like with getting dressed and where they would like to eat, and we celebrate that person by making that day special for them.

“It means we look closely at their needs and preferences once a month, we get to know them much better and they have an opportunity to feel special and enjoy the things that are really important to them.”

81 year old Josephine Bone moved into Carter House six months ago after an illness left her with very little mobility.

“I need assistance with virtually everything and the care is very dignified,” she said.

“My daughter chose this home for me and it’s the best she could have found. I’ve made friends here, I enjoy the entertainment and the food is great. “I’m having to adjust to the changes in my life, which isn’t easy, but everybody is so nice and understanding. I couldn’t be in a better place.” Carter House was also found to encourage residents to be “as independent as they could be”, from offering specialist crockery to help people eat and drink to supporting one resident to be able to go out on the bus or in a taxi by himself.

Inspectors praised managers at the home for encouraging residents and their families to give feedback on their service, with quarterly meetings for residents and annual satisfaction surveys. The report also said the views of staff “were valued and listened to.” Staff were said to be well-trained. All of them were noted to have received dementia awareness training in the last 12 months and many of the nurses at Carter House had also received additional specialist training that “ensured they knew how to care for people with a range of different medical needs”.

Home Manager, Hilma Dunn, said: “We want people to feel at home and what that means is different for everyone.

“We are delighted that the hard work of our team here has been recognised and we will continue to work to give people the best quality of life we can.” Care Quality Commission inspectors, who visited the home in January 2017, rated Carter House on five key areas with an overall rating of “good”.

Submitted by Lisa Pettifer