Surbiton Care Home

11/15 Park Road, Surbiton KT5 8QA
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9.6 45 Reviews
  • Surbiton Care Home, Surbiton
Surbiton Care Home is a beautifully restored Victorian House which aims to transform peoples' lives through delivery of high-quality care in a friendly, home-from-home environment. The home is registered with the Care Quality Commission to provide residential and dementia care for those who need 24-hour personal care and support, as well as respite and day care to support families and carers.

Surbiton offers comfortable, single rooms, most with full en-suite facilities, and additional communal shower rooms. The bedrooms enjoy glorious views of the garden or a picturesque and friendly neighbourhood, and residents can choose to have personal TVs with Freeview and direct dial telephones in the comfort of their bedroom.

Surbiton offers indoor and outdoor space for private family meals and group activities, as well as a place for residents and their friends and families to relax. The home has several communal areas, including a choice of two attractive lounges where residents can watch TV, entertain guests and partake in activities. A well-maintained, secure garden space provides sufficient seating and shade, shared with its surrounding nature. The extended lawn provides fantastic space for group exercises.

Fresh, homemade meals are offered, with alternative options to suit dietary preferences and needs. A dedicated activities room offers a multi-functional area for recreation, entertainment and reminiscence, and the adjacent kitchen encourages and enhances cooking and baking opportunities.

The home embeds itself within the local community, making the most of opportunities such as monthly visits from a vicar and mobile library, as well as partnerships with schools and sports clubs. Residents are visited bi-weekly by a hairdresser and manicure, podiatry and pedicure treatments are also available.

The service enormously benefits from the homely feeling that it strives to deliver for its residents benefit.

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Care Provided by Surbiton Care Home

  • Primary Care Categories
  • Dementia
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Care Types Provided
  • Dementia Residential Care
  • Residential Care
  • For a maximum of 26 Service Users
  • Privately Owned
  • Other Care Provided
  • Own GP if required

Good to Know

  • Person in charge
  • Heidi Bradbury (Manager)
  • Admission Criteria
    • Ages 60+
  • Room Information
    • Single Rooms (26)
    • Single Rooms with ensuite Wet Room (13)
    • Couples/Companion Rooms with ensuite Wet Room (4)
  • Care Home Design/Build
    • Purpose Built: No
    • Last Refurbishment: 2014

Funding & Fees Guide for Surbiton Care Home

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • NHS Continuing Healthcare (CHC) Funding
  • Weekly Charges per Person
    • Self-Funded Residential Care from £1,465
    • Self-Funded Residential Dementia Care from £1,465
    • RESPITE Self-Funded Residential Care from £1,465
    • RESPITE Self-Funded Residential Dementia Care from £1,465
  • (these prices are only a guideline, please contact Surbiton Care Home to find out the exact price for your requirements)

Facilities

  • Close to Local shops
  • Gardens
  • Lift
  • Near Public Transport
  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Phone Point in own room
  • Wheelchair Access

Surbiton Care Home Reviews (45)

Total of 45, showing 1-20
9.6

Surbiton Care Home has a Review Score of 9.6 (9.573) out of 10, based on 24 reviews in the last 2 years. Over all time Surbiton Care Home has 45 reviews.

Overall Experience

  • 35
  • 8
  • 1
  • 0
  • 1

Date Published

45
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Review from D B (Grandson of Resident) published on 24 March 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The manager and the team are doing such a lovely job looking after my nan. It's wonderful that Nan is given such care, especially given her age. Thank you on behalf of me, nan and my son.

Reply from Heidi Bradbury, Home Manager at Surbiton Care Home

These are such lovely words, thank you. We are proud of the care we give to our lovely residents and we love making them feel loved and special.We are happy to have such supportive family members too.


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Review from D B (Daughter of Resident) published on 21 March 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The staff are very friednly and helpful. It would be useful if there was a list of all the staff so that we can learn their names. I have suggested this to the manager who is currently working on it. It would also be useful to understand the hierarchy and the correct communication channels, as we always
need to go through the manager, who is wonderful. We have had to return a couple of items of clothing that were assigned to Mum. I understand from Mum that some of the residents are a bit rude to staff so I apologise on their behalf. Thank you to all of the staff.

Reply from Heidi Bradbury, Home Manager at Surbiton Care Home

Thank you for your kind words and for taking the time to share your feedback. I'm delighted to hear that you find our staff friendly and helpful-I'll be sure to pass on your appreciation to the team.Your suggestion regarding a staff list is greatly appreciated, and as you mentioned, we are actively working on this to help residents and families become more familiar with our team. We will also look at ways to better communicate the hierarchy and appropriate channels to ensure a smooth flow of communication.Regarding the clothing mix-up, I sincerely apologise for any inconvenience caused. We are continuously working to refine our processes to minimise such occurrences and appreciate your patience and understanding.Our staff remain committed to providing compassionate care, and your support means a great deal to them.Thank you again for your valuable feedback and for your kindness. Please feel free to reach out if there's anything else we can do to improve your experience.


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Review from H B (Resident) assisted by family/friend published on 21 March 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

I arrived here after a fall, so I was confused and weak. I wish I could be at home but I understand why I am here. The staff are very friendly, kind and helpful. Some of the residents are a bit grumpy or rude, so I am sorry that the staff need to deal with that, they do a great job.

Reply from Heidi Bradbury, Home Manager at Surbiton Care Home

Thank you for sharing your experience. I'm sorry to hear about your fall, but I'm glad that our team has been able to support you during this time. We understand that adjusting to a new environment can be challenging, and it's completely natural to miss home.It's wonderful to hear that you've found our staff to be friendly, kind, and helpful-I will make sure to pass on your kind words to them. They work hard to provide compassionate care for everyone, even in difficult moments. If there's anything we can do to make your stay more comfortable, please do let us know. We're here to support you.


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Review from C D (Daughter-in-law of Resident) published on 11 March 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Your care for my mother-in-law has been careful and caring. She is well cared for both practically and emotionally. The home is being redecorated at the moment and is looking better each time I visit.

Reply from Heidi Bradbury, Home Manager at Surbiton Care Home

Thank you for your kind words about our lovely home. The care that we give is given as if we are looking after our own family members and we always ensure that they are made to feel like them too.


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Review from H F (Relative of Resident) published on 11 March 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

- Very warm welcome always from the staff and the residents who are aware.
- Happy atmosphere.
- Caring staff - patient and hardworking.
- Staff attentive to residents different needs.
- Visitors are made to fell very comfortable, welcome and part of things here.
- Catering staff very caring with
each resident at meal times.

Reply from Heidi Bradbury, Home Manager at Surbiton Care Home

Thank you for your lovely feedback. Our staff love receiving good feedback and it makes us feel so proud to be recognised for the hard work that we do as a team here.Our staff enjoy making people feel welcome and it is part of our culture that everyone is made to feel part of our family . I am proud of the team that work here and we love caring for our residents and family members.


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Review from Steven I (Son of Resident) published on 25 February 2025
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

Time to leave an honest review now that my mother has been moved to another care home, where she will receive the care that Surbiton care home pledged to do. My complaints are in the space of two years, my Mother has been given the wrong medication. I have visited to take her out to find her in dirty
clothes. One summer visit mum was wheeled out in a Christmas jumper! We have had endless clothes, blankets go missing, medication found on the bedroom floor. She had been taken to hospital and left on her own, no notification to the family for several hours. Hospitalised due to an accident caused by a member of staff, twice! by same staff member that was subsequently sacked, as we were told by the manager. In all honesty there was not one single area that any of the staff excelled in. My mothers wedding ring that my late father bought over 70 years ago, has been stolen, obviously by a member of staff, it is no longer on my Mothers finger, and is nowhere to be found in the home, stolen!

Reply from Heidi Bradbury, Home Manager at Surbiton Care Home

Thank you for sharing your feedback. We are sorry to hear that your experience at Surbiton Care Home did not meet your expectations. Providing high-quality, compassionate care is always our priority, and we take concerns such as these very seriously. We regret any distress caused and want to assure you that we strive to address any concerns raised during a residents time with us. While we believe we acted in line with our policies and procedures, we also recognise the importance of ongoing reflection and improvement. We would welcome the opportunity to discuss your concerns in more detail. Please do not hesitate to contact me directly, and we would be happy to arrange a meeting at your convenience.


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Review from Joan C (Cousin of Resident) published on 17 January 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

They were so so kind. They couldn't do enough for me, what a welcome. Staff very kind and caring.

Reply from Heidi Bradbury, Home Manager at Surbiton Care Home

Thank you for your kind words. It does not matter who you are, everyone gets a warm welcome at Surbiton.


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Review from P B (Daughter of Resident) published on 29 October 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum has been in Surbiton Care Home since November 2021. She is very happy here. The staff are friendly and caring and always available to answer any questions we may have, As a family we are confident that Mum is receiving the best care and that puts our minds at great. We chose Surbiton Care Home for
Mum because of its family atmosphere. It is clean and bright and the staff and residents are extremely happy.

Reply from Heidi Bradbury, Home Manager at Surbiton Care Home

Thank you for your kind words. If our staff are happy so are our residents. It is important that we respect each other and because we do it creates the atmosphere that we are so well known for. Everyone deserves kindness and respect.


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Review from A D (Son of Resident) published on 26 September 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother did not want to go into a home but her health forced her and after a bit of settling in she seems to be enjoying it. Friendly and caring staff. She is clean, well presented and happy. I would recommend this home.

Reply from Heidi Bradbury, Home Manager at Surbiton Care Home

Thank you for the review. We understand how scary it can be moving into a new home, and whether it is respite or permanent, our staff will ensure that everyone is made to feel special and part of our family. It doesn't usually take long for people to settle in when being treated like part of the family.


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Review from Jennifer S (Friend of Resident) published on 10 September 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Greeted courteously, the door was securely locked. My friend was sitting in the lounge, was nicely groomed and hair done. Was immediately offered a cup of tea. The staff were very pleasant and treated residents with care and dignity. The overall impression was really pleasing. Admin was very helpful
and happy. Genuine nice and relaxing-friendly home.

Reply from Heidi Bradbury, Home Manager at Surbiton Care Home

Thank you for your kind words about our staff and home. We employ a culture in which all visitors are part of our family here and treated as so. Creating a calm and friendly environment ensures our residents feel relaxed and comfortable in their home.


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Review from P B (Resident) assisted by family/friend published on 24 July 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Great, comfortable home from home, better than I thought it would be. Highly recommend it to anyone thinking of coming here.

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Review from J D (Cousin of Resident) published on 24 July 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My cousin came into the home last November and loved it so much he is still here after initially just coming for 2 weeks respite.
The staff are exceptional, nothing is too much trouble and the other residents are so lovely. The food is good, so much better than we had contemplated. All in all a fine
home from home.

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Review from Tim H (Friend of Resident) published on 19 June 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My dear friend and spiritual brother moved into the Surbiton Care Home somewhat reluctantly at first, afraid of losing his independence, but was soon won over by the friendliness and high level of care he experienced. Each time I visited I was welcomed warmly by staff. You can tell the care is good
because the residents are cheerful.

Reply from Heidi Bradbury, Home Manager at Surbiton Care Home

Thank you for the kind things you said about our team. I am very proud of the team here and you are right the staff are happy and that does make our residents happy. We all like coming to Surbiton. To us, it is not a job we are coming to our friend's home.


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Review from Y Z (Daughter of Resident) published on 23 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Since moving into Surbiton Care Home. Mum's life has been transformed in so many ways. The care, devotion and support she receives each and every day is truly exemplary. She is happy and secure in ever way and we as her family couldn't be happier to see her move into such a positive phase of her life.
I
have no hesitation but to highly recommend Surbiton Care Home in every way.

Reply from Heidi Bradbury, Home Manager at Surbiton Care Home

Hello. Thank you for the review of our home. Your mum has settled in very well and has made many friends here. Being small means that we can offer family orientated care, and loved ones can still feel they are part of a family atmosphere.


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Review from Rose A (Friend of Resident) published on 20 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Since my friend has moved into Surbiton Care Home I am so pleased with the change in her. She is so happy now and being cared for so well. Every time I see her she is all smiles and praising all the staff. I'm so grateful that she has moved into such a lovely place and is so well looked after.

Reply from Heidi Bradbury, Home Manager at Surbiton Care Home

Thank you for the lovely review. Having the support of our residents' family and friends is very important to us here at Surbiton. Your relationship with us is just as special as the relationship we have with your loved ones.


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Review from Margaret Z (Resident) published on 15 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Since coming here, my life has been transformed in so many positive ways. The care I receive is second to none and I am so happy here and feel so secure. The food is excellent and the staff are amazing. Nothing is too much trouble for them. It is a home from home in every way and I am so grateful to
be here.

Reply from Heidi Bradbury, Home Manager at Surbiton Care Home

Thank you for your very kind words and we are so happy and proud to know how you feel about living here. We feel honoured that we are in our residents' home and that you are part of our family here. We strive to make sure that all the residents' needs are met both physically and mentally and will go the extra mile for the happiness of the people we care for. Happy staff make happy residents.


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Review from S R (Daughter of Resident) published on 2 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been at Surbiton Care Home for just under a month and the difference in her is wonderful. She is less anxious, more engaging and very happy. Surbiton Care Home says she has come home and doesn't want to leave. That is all we need for her. She is loved and so very well looked after. All
the staff are just wonderful. Thank you Surbiton Care Home for all you do.

Reply from Heidi Bradbury, Home Manager at Surbiton Care Home

Thank you so very much for your great feedback. It makes us feel so proud when we hear our residents and their families are so happy at Surbiton as this is exactly what all the staff here wish for, for all our residents to feel safe, loved and cared for. Moving into a care home is a new chapter in their lives and this can be daunting for everyone. Surbiton Care makes sure everyone becomes part of our little family here at Surbiton.


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Review from A V (Daughter of Resident) published on 1 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Surbiton Care Home is a small, friendly and homely care home. My mother is treated with kindness and respect. She is happy and content living there. The management and staff listen and do their best to resolve any issues. My mother says the food is delicious and particularly enjoys the homemade cakes.
The room is kept clean and tidy. My mother always looks nicely dressed and presented.

Reply from Heidi Bradbury, Home Manager at Surbiton Care Home

Thank you for your lovely review. Your mum is a pleasure to look after and we are glad she is happy here. We pride ourselves on our listening and will always keep you updated when resolving any concerns raised.


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Review from Patrick W (Son of Resident) published on 27 December 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been a resident for six years and has always been respected and well-treated by the staff.
The current team are kind, friendly and well-managed.
There is good and regular communication between the home and relatives of the residents.

Reply from Heidi Bradbury, Home Manager at Surbiton Care Home

Thank you for this lovely review of our care and our staff. All our staff believe that a happy team makes for happy residents and that is what we are all about.


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Review from Arnold K (Father of Resident) published on 6 December 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The management and staff, together with the facilities, are first-class, and I am very happy with the way my son is treated.

Reply from Heidi Bradbury, Home Manager at Surbiton Care Home

Thank you for your review of our staff and our care here at Surbiton. We are proud of the care and attention we give to our residents - nothing is too much trouble for our staff. We know we are going in the right direction when we receive such kind words from the families of the loved ones we support.


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Current Review Score: 9.6 (9.573)

Overview of Review Score

The Review Score of 9.6 (9.573) out of 10 for Surbiton Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.6 out of 5 from 24 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 22 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.573 for Surbiton Care Home is calculated as follows: ( (203 Excellents x 5) + (43 Goods x 4) + (19 Satisfactorys x 3) + (9 Very Poors x 1) ) ÷ 274 Ratings = 4.573

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 5 Points relating to the number of positive Reviews for Surbiton Care Home is based on 22 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4

    • ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 26 registered maximum number of service users is 5.2, which has been reached with 22 Positive reviews. Points = 1

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Performance

Care Quality Commission (CQC) Rating

Date: 16 Dec 2024

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Good

Care Quality Commission is responsible for the registration and inspection of social care services in England.

View Latest Report

Bed Vacancies

Please Contact Us for Latest Vacancies

Awards / Recognitions (2)

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Meet the Team (1)

Heidi

Heidi Bradbury

Job Title: Registered Manager

Joined: 2019

At Surbiton, we strive to always provide the highest standard of residential care. We ensure that we meet all the needs and wishes of all our residents, focusing on person-centred care to truly make our residents’ time at Surbiton a pleasure. We would love to hear from you; if you would like to see our home for yourself, please don’t hesitate to contact me to arrange a tour.


Frequently Asked Questions about Surbiton Care Home

What types of Care is Surbiton Care Home registered for?

Older Person Care, Dementia, Respite Care, Physical Disability & Sensory Impairment are the registered (by the Care Quality Commission) categories of Care.

What additional types of Care does Surbiton Care Home provide?

Own GP if required is an additional type of care provided.

How many Rooms does Surbiton Care Home have?

There are 26 Single Rooms.

What are the Facilities & Services at Surbiton Care Home?

Own Furniture if required, Pet Friendly (or by arrangement), Close to Local shops, Near Public Transport, Lift, Wheelchair Access, Gardens & Phone Point in own room are some of the Facilities & Services.

How far is Surbiton Care Home to the centre of Surbiton?

0.5 mile(s) as the crow flies, distance by road may be significantly further.