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National care inspectors praise Leatherhead care home

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A national care watchdog has given a Leatherhead care home its seal of approval, with relatives and residents praising the caring and attentive team members.

The Care Quality Commission’s (CQC) report gave Care UK’s Milner House, on Ermyn Way, an overall ‘Good’ rating, following an unannounced inspection.

The care home was rated ‘Good’ in all of the inspections categories, including safety, effectiveness, care, responsiveness and being well led. 

The report illustrated the high quality of care and kindness shown by team members, with the inspectors noting they ‘observed positive and compassionate interactions between staff and people’. This was furthered by feedback from a resident’s relative who commented: “Everyone at Milner House is so loving. They are wonderful to my father, and I feel I am also part of this home’s family – the staff are fantastic!” 

The inspectors were also impressed with the responsiveness to residents’ individual needs. The report highlighted how residents care plans included information on the resident’s life stories, their interests and relationships important to them, which provided a ground understanding for team members to build strong relationships and start conversations which encourage reminiscence. 

A social care professional, who works closely with the team at Milner House, commented: “I have found the team to always look for ways to improve the lives of people they care for. Yes, we expect care homes to be like that, but these guys are just exceptional. They go above and beyond their call of duty.”

A proactive attitude to identifying new techniques to support loved ones was also praised by the inspectors, with one social care professional informing the inspectors: ”I have been most impressed by how proactive Milner House management and staff have been in supporting my clients. They have managed to fund therapies and treatments that are creative for both physical and emotions needs with great success.” 

Michele Message, Home Manager at Milner House, said: “I am incredibly proud of everyone here at Milner House, and to lead such a welcoming, caring and determined team. Our ‘Good’ rating across all categories is testament to everyone’s hard work and the high-quality care we provide residents each and every day. 

“We are committed to ensuring all residents receive a personalised and tailored approach to care, in a dignified, professional 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 with the residents soon.” 

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

Milner House care home provides full-time residential, dementia, nursing and short-term respite care. The home, which features 46 en-suite bedrooms, has been designed to enable residents to live active and fulfilled lives, while also promoting independence. The care home incorporates space for hobby and leisure activities and includes its own hair salon and beautiful gardens.

For more information on Milner House, contact Customer Relations Manager, Georgie Wilkins, on, call 01372 278 993, or visit

Open to new residents

Ermyn Way, Leatherhead, Surrey, KT22 8TX

Milner House

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

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