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Caring and compassionate Frimley home given seal of approval by national care watchdog

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Care UK’s Whitebourne care home has been given the seal of approval by a national care watchdog after inspectors reported on the home’s caring and compassionate team.

The Care Quality Commission (CQC) report, which follows an unannounced inspection of the home in Burleigh Road in January, says that inspectors saw people being spoken to and assisted with care and compassion.

The inspectors examined the home and its records and interviewed team members, residents and relatives before announcing that the home meets the Government’s five national standards of quality and safety which are:

  • Treating people with respect and involving them in their care;
  • Providing care, treatment & support that meets people's needs;
  • Caring for people safely & protecting them from harm;
  • Staffing; and
  • Management.

The inspectors noted that the team provides compassionate care despite the challenges of communicating with people in the advanced stages of dementia. Home manager Ros Stevenson explained: “As well as receiving specialist dementia training the team are very empathetic. They take a great deal of time in getting to know the person, their history and their likes and dislikes before developing ways of communicating with each individual to ensure they are giving the care that person wants to receive.”

The inspectors found the same commitment to understanding individual needs in the home’s kitchen team. They found that, although there was a good choice of meals available, alternatives were provided if a resident did not want any of the options. They also reported that snacks for morning coffee and afternoon tea were provided and mealtimes were flexible, allowing people choice.

Ros said: “Food is such a fundamental part of an individual’s personality we feel it is important to enable people to eat what they want, when they want it – this is, after all their home.

“I was also pleased to see the inspectors’ comments about the team meeting the nutritional needs of residents. As people get older their appetites get smaller and they may have to watch sugar or sodium intake. Creating exciting and delicious food options within those restrictions can be challenging, but fortunately it is a challenge that the team are up to and our residents certainly tell us they enjoy their food.”

The home was also praised for the variety of activities available and for its involvement of residents and relatives in future planning. This year, as the result of consultation, the home will install a new sensory bath and a new grassed area with seating in the grounds.

Ros said: “We pride ourselves on listening to and acting on our residents’ views and I think this has helped to give our home the calm and happy atmosphere residents and their relatives love.”

Open to new residents

Burleigh Road, Frimley, Surrey, GU16 7EP


CQC Rating: Good
  • Dementia care
  • Respite care
  • Residential care
  • Nursing care
  • Nursing dementia care
  • End of life care
  • Day club

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