Godalming care home praised by national inspectors

 

A national care watchdog has given a Godalming care home its seal of approval, rating it ‘outstanding’, for the second time in four years.

The Care Quality Commission (CQC) has awarded Care UK’s Jubilee House, on Pound Lane, ‘outstanding’ following an unannounced inspection. 

This is the second outstanding rating for a Care UK care home, using the CQC’s new single assessment framework.

Named Care Home of the Year at the Surrey Care Awards, Jubilee House was rated ‘outstanding’ in two of the four inspection categories, including responsiveness and being well-led. The home received a ‘good’ rating in the safety and effectiveness categories.

Inspectors praised the home’s person-centred approach to care. The report highlighted how team members ensure they understand each resident’s needs and tailor the care provided. This includes working collaboratively with residents and other team members to provide support in a safe and personalised way. Team members often spend time with the residents in the communal areas to help build strong and trusting relationships.  

Inspectors observed how individual interests from residents’ past and previous daily routines were taken into account when planning resident’s care. These included a resident who used to be a cleaner and now supports with housekeeping tasks at their request. Another resident, who enjoys playing chess every day, now plays daily against other team members and takes part in the home’s ongoing games tournaments.

This person-centred approach to care has resulted in “important relationships” between residents and team members. Judges noted: “Their relationships are what they do really well. From the moment we arrived the team acknowledged us and were very warm and the way they interact with residents was very telling. That real sense, right from the start the relationships are very warm and reassuring.”

Relatives also spoke highly of the relationships they share with the home’s team members, with one commenting: “I completely trust them. When I go in three to four times a week, they are always present and there’s people around. They care as much about me as much as my mother-in-law. Nothing is too much trouble. They always respond and I trust them 100%.”

The report went on to highlight the home’s “strong leadership”, noting that the Home Manager, Malgo Wcislo, is consistently visible around the home and has detailed knowledge of both the residents and team members.

A number of team members have won awards, with one nurse at the home recently named ‘Nurse of the Year’ and the home’s Head Chef also receiving an award for their knowledge of nutritional support for people living with dementia.

Malgo was also praised for creating a safe space for the team to share their thoughts and ideas which had “empowered the team to continue to build upon and further improve the good care that was already being given.” One team member told inspectors: “We share our problems and opinions – Malgo is brilliant and approachable. She has helped me personally.

Malgo Wcislo, Home Manager at Jubilee House, said: “I am incredibly proud of everyone here at Jubilee House, and to lead such a fantastic, caring, and dedicated team. Our ‘outstanding’ rating is testament to everyone’s hard work and the superb level of care we provide residents every day. 

“We are committed to ensuring all residents receive a unique and personalised approach to care, in a respectful and loving manner. Our ethos is to help residents to continue to live active and fulfilling lives and this remains at the forefront of everything we do. 

“We are all thrilled to have received this official praise from the national inspectors and look forward to celebrating this fantastic achievement with the residents.”   

To assess service standards at Jubilee House, the CQC inspectors spoke with team members and residents, and their relatives following the inspection. They also reviewed records and procedures already in place at the care home. 

Jubilee House has been designed to deliver the very best standards of care to enable residents to live active and fulfilled lives. The home provides full-time residential care, nursing care, dementia care and respite care. There is also plenty of space, both indoors and out, for relaxation and recreation.