Royal Star & Garter - Surbiton

Upper Brighton Road, Surbiton KT6 6JY
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9.9 50 Reviews
  • Royal Star & Garter - Surbiton, Surbiton
Royal Star & Garter - Surbiton provides 24-hour nursing care within a homely environment.

With its stunning foyer and relaxed, spacious lounges, the Surbiton Home offers a warm, friendly welcome. Highly trained staff provide specialist nursing and dementia care in comfortable surroundings, where the focus is always on the individual.

There is a shared computer area with internet access and internet access in each bedroom, a library, cafe/bar area, hairdressing salon and a discreet nurse call system in all areas.

The care team works hard to ensure that life for residents in Surbiton Home is comfortable, stimulating and fulfilling and supports residents to live a full and enjoyable life.

The award-winning home is comfortable and informal, with spacious lounges where residents can enjoy activities or find a cosy nook to read or chat with visitors. Residents can visit the hair salon or join friends in the café-bar for a drink. Each resident has a large, en-suite bed-sitting room for enjoying time alone or with family.

Both Surbiton and Kingston town centres are within 1½ miles and offer banks, shopping, libraries, cafés/restaurants, cinema, theatre and parks.

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Care Provided by Royal Star & Garter - Surbiton

  • Primary Care Categories
  • Dementia
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Younger Adults
  • Care Types Provided
  • Dementia Nursing Care
  • Nursing Care
  • For a maximum of 63 Service Users
  • Voluntary / Not for Profit Owned
  • Care Offered
  • AIDS/HIV
  • Alzheimer's
  • Bariatric Care/Obesity
  • Cancer Care
  • Challenging Behaviour/Psychosis
  • Colitis & Crohn's Disease
  • COPD/Pulmonary Disease
  • Epilepsy
  • Head/Brain Injury
  • Hearing Impairment
  • Huntington's Disease
  • Korsakoff Syndrome
  • Motor Neurone Disease
  • Multiple Sclerosis
  • Muscular Dystrophy
  • Neuropathic
  • Orthopaedic
  • Parkinson's Disease
  • Profound & Multiple Learning Disabilities
  • Speech Impairment
  • Stroke
  • Visual Impairment
  • Other Care Provided
  • Convalescent Care
  • Day Care
  • End of Life Care
  • Own GP if required
  • Palliative Care
  • Physiotherapy
  • Separate Specialist Dementia Care Unit

Good to Know

  • Person in charge
  • Helena Maher (Home Manager)
  • Admission Criteria
    • Ex-Service and their partners
    • Ages 18+
  • Room Information
    • Single Rooms (57)
    • Couples/Companion Rooms (3)
    • Single Rooms with ensuite Wet Room (57)
    • Couples/Companion Rooms with ensuite Wet Room (3)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Number of floors: 3

Funding & Fees Guide for Royal Star & Garter - Surbiton

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • NHS Continuing Healthcare (CHC) Funding
  • Weekly Charges per Person
    • Self-Funded Nursing Care £2,000 – £2,000
    • Self-Funded Nursing Dementia Care £2,250 – £2,250
    • RESPITE Self-Funded Nursing Care £2,000 – £2,000
  • (these prices are only a guideline, please contact Royal Star & Garter - Surbiton to find out the exact price for your requirements)

Facilities

  • Bar/Café
  • Close to Local shops
  • Gardens
  • Lift
  • Minibus or other transport
  • Near Public Transport
  • Own Furniture if required
  • Phone Point in own room
  • Residents Internet Access
  • Residents Kitchenette
  • Smoking not permitted
  • Television point in own room
  • Wheelchair Access
  • Parking

  • No parking available at the Home, however on street parking is available in the roads around the Home.


Royal Star & Garter - Surbiton Reviews (50)

Total of 50, showing 1-20
9.9

Royal Star & Garter - Surbiton has a Review Score of 9.9 (9.925) out of 10, based on 27 reviews in the last 2 years. Over all time Royal Star & Garter - Surbiton has 50 reviews.

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Review from Ann S (Daughter of Resident) published on 23 January 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Our family cannot thank the wonderful team at the Royal Star & Garter enough for the quality of care my father received during his 10 months there. He was admitted from hospital in January 2024 as had become immobile and needed nursing care. He really enjoyed the extremely comfortable, homely and clean
environment, the range of activities and above all the care and dedication he received from the staff.
Dad received 6 days end of life care in October. He and our family received outstanding care during what was a extremely emotional and difficult time. He was treated with such dignity and love - we really couldn't have asked for more. Also for our family who stayed with him for 24 hours a day - nothing was too much trouble to make us feel comfortable too. Thank you so much - you have a tremendous team of dedicated and professional staff.
My mother is also now at the Royal Star & Garter as she has dementia. We feel this is the only home we would have wanted her to stay in.

Reply from Helena Maher, Home manager at Royal Star & Garter - Surbiton

Thank you for your kind words. It was a pleasure to have Dad living with us.


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Review from J B (Resident) assisted by family/friend published on 3 October 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Pleasant, relaxed atmosphere. The staff and volunteers are friendly and attentive.

Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

Thank you for your review we are always appreciative to hear feedback and comments regarding our home.


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Review from Audrey F (Wife of Resident) published on 10 September 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I visited three homes - Surbiton excelled - this was unfortunate as it was far away the most expensive!
The home is beautiful. The staff excellent. The facilities and activities provided were well thought out and pleasing.
My husband appeared to enjoy the days spent there. I could relax knowing that
he was receiving excellent care.

Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

We are so pleased your husband enjoys his time with us, it is a pleasure to care for him. Thank you for your review of our home and care team, we are delighted that you felt we excelled, we always strive to provide the very best care. The cost of care is challenging but we ensure our fees are benchmarked within the local area. Our specialist, 24-hour care supports residents with complex nursing needs and disabilities or dementia. We also provide services such as in-house physiotherapy and a full wellbeing programme.


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Review from R B (Daughter of Resident) published on 3 September 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Our mum used your respite service and was met with warmth and compassion. Her room was clean, inviting and had a beautiful view of the garden. She thoroughly enjoyed all of the activities and events organised and said "I was kept very busy." She loved her meal times and particularly enjoyed sitting
with other residents who shared similar interests. The staff were thorough, communication was excellent throughout her stay. She was treated with dignity, compassion and care and we could tell when we picked her up that she had really bonded with the staff. We would definitely use the service again. A big thank you!

Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

We are so pleased to hear that Mum enjoyed her respite stay with us, and we would love to welcome her back in the future. It's wonderful to know that Mum felt included and truly cared for. Our staff really do work very hard to ensure that every resident, long-term or short-term, feels part of our home. Thank you for your kind words.


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Review from Rebecca B (Daughter of Resident) published on 16 August 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Very happy with our first experience of placing Mum in the care of The Royal Star and Garter for a short stay. The home is run in a calm, professional manner. The staff are friendly and welcoming. Mum was super calm and praised all the care home staff saying she would definitely recommend the place
to her friends. Mum was given the opportunity to be independent and invited but not forced to join in with all the many and varied daily activities. She had a lovely room and could walk out into the pretty and well-kept garden. The home has a serene, calm feeling about it with the nursing staff going about their care in a quiet professional manner. The nurses wear their own clothes and have name badges which we thought was a lovely idea. Mum was invited out on day trips and visitors were welcomed into the home. Mum loved her room and loved how quiet and calm it was there. She enjoyed the delicious meals which were served with thought and care.

Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

Thank you for this wonderful review of our care home, it was a pleasure to have mum here with us on respite and it is so lovely to hear how her experience was a positive one and the kind words for the team here. We are pleased that Mum felt included and enjoyed her stay. We look forward to seeing her in the future.


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Review from Sandra A (Daughter of Resident) published on 4 July 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

No praise can be high enough for this wonderful care home. Mum has dementia, for families who have a member of their family with this condition you will know the worry, the feeling of helplessness and guilt, the feeling that you don't think you are doing enough, the search for ideas and solutions on
a daily basis for new problems and developments that arise. That all changed the day Mum moved into the Star and Garter. She is living her best life. Constantly discovering new talents for art, flower arranging, and singing to name but a few. There are regular entertainers who visit with great performances every week. The staff have a genuine love of their work, a real feel of caring. I leave Mum there knowing she will still receive the kisses and cuddles I'm not there to give. Goodbye sleepless nights and constant worries. I can quite honestly say Mum is living her best life. Thank you so much everyone at the Star for giving all our family peace of mind.

Reply from Helena Maher, Home manager at Royal Star & Garter - Surbiton

Thank you for your kind words. It is an honour to have Mum living with us.


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Review from Andy H (Son of Resident) published on 3 July 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum suffered a major stroke in 2013 that left her paralysed down one side of her body and with aphasia resulting in major communication difficulties. When the family was no longer able to care for her in her own home we were delighted to learn that she was eligible for the Star and Garter Home due
to my stepfather's national service. Though she had always dreaded the idea of going into a home my mum quickly settled in and actually gained a new lease of life when she found she was able to participate in some of her favourite activities such as painting and gardening there and go out on trips to places like Buckingham Palace, the Albert Hall and the seaside at Brighton. She eventually spent eight happy years at the home before passing away peacefully there with her family present earlier this year. During my mum's time at the home we got to know many of the staff members and they truly are the most wonderful, dedicated and caring team you could possibly entrust your loved ones' care to.

Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

Such kind words and very appreciated. An absolute pleasure for us to care for Mum and to have had her with us here as part of the Royal Star and Garter Surbiton family. We thank you for your generous feedback and feel very lucky to have been able to have spent time in her company.


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Review from B D (Daughter of Resident) published on 25 April 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I found that the staff cared for my dad very well. Having been in the RAF, Dad has always taken pride in his appearance. Whilst staying at the Star and Garter in Surbiton Dad was always clean, neatly dressed and clearly shaved which put us at such ease that he was being cared for well. Further, I was
so touched to know that one of the welfare staff had learned about his cat, I know how difficult it is to communicate with Dad so this means that the lady took time and care to understand Dad and learn about him. Dad came back from his respite break happy, he said himself that he enjoyed the food a lot. We felt heard and respected by the staff and it was a great experience for us after some terrible past experiences with respite care.

Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

It was our pleasure to care for your father during his respite stay and wonderful to know you felt you felt heard and respected. We do like to get to know all of our residents no matter how long they are here with us for. We hope that we see Dad again if ever a further respite stay is needed.


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Review from K M (Respite Resident) published on 12 April 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The Star and Garter is outstanding and the staff are amazing, it’s like a 5-star hotel with 5-star staff.
My father was treated with dignity and kindness and I was looked after extremely well. I will be forever grateful for what they did for my dad.

Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

This wonderful review is a testament to how we wish to make everyone in our care feel. Not only the residents themselves but their families too. We thank you for your wonderful comments. All our staff here strive to offer the very best of care and we are so pleased that came across and that you were able to feel it.


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Review from Paul M (Son of Resident) published on 8 April 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother was in the Royal Star and Garter for about 6 months during which time she was very happy with all the staff. The service they offered was timely and efficient, courteous and friendly. The food was varied and tasty and the daily programme of entertainment was very enjoyable. I don't think she
could have been in a better senior's home.

Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

Thank you for your kind words, all the staff enjoyed Mum's company. We are pleased that you found the service, staff and programmes varied and enjoyable. Thank you once again for your warm words.


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Review from John M (Son of Resident) published on 6 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother moved into the Royal Star & Garter in January and is slowly settling into her new home.
It really feels like a home as all the staff are so friendly and caring, as though they were caring for their own loved ones.
The attention and care shown to my mother is so reassuring to us as a family.
Superb facilities from the garden area, lounge cafe, activity areas, physio room and dining room for the residents and family.
The menu and quality of meals are exceptional.
All the staff seem to have a passion for their work.
Have met some wonderful residents too on my visits to see Mum, some real characters with amazing stories.

Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

Thank you for your kind words. It is important to us all that families and residents alike feel reassured that they are receiving the care they need.


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Review from Carol H (Daughter of Resident) published on 12 January 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My father has been a resident of the Surbiton Star and Garter Home for 16 months now and has settled in well due to the care, company, lots of activities are laid on and the food looks amazing. All the staff are very caring, know who you are when you enter the building and are very welcoming. The interaction
between my father and the staff is lovely to see.

Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

We are very happy to hear that your father has settled well. Thank you for your positive review with regard to our activities, food and our staff. It is always wonderful to know that relatives feel welcome.


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Review from Jane T (Daughter of Resident) published on 7 December 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Staff are attentive and friendly to residents and their visitors.
Nothing appears to be too much trouble.
Staff provide feedback on residents and want to improve their quality of life.
Staff engage with all residents and always try to get them to socialise and join in with the numerous activities
the care home provides.
Food is excellent cooked on site with multiple options, which residents can have in their rooms but are encouraged to eat together.

Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

Thank you for your feedback; we are very happy you feel nothing is too much trouble and that we are active in wanting to improve the quality of life for our residents, as this is something the team at Royal Star & Garter is very passionate about.


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Review from Jane T (Daughter of Resident) published on 30 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Our mother moved into the Royal Star & Garter on 16th October, and we have nothing but praise for the way in which she was welcomed and has been cared for in these early days. We were collectively anxious about the move, given Mum is in the advanced stages of Alzheimer's, and we were moving her from
another care home in order for her to be closer to her family. She seems to have settled in remarkably well, and on my frequent visits during the past week, she has appeared relaxed and happy. The staff have been very helpful in every respect, which has been so reassuring for all of us. Mum can't easily communicate any more, but we sense she feels peaceful, well looked after and at home. All we could wish for. Thank you from the bottom of our hearts.

Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

Thank you for your very kind words about our home and our team. We feel very proud when families make decisions to place loved ones in our care, and we understand these decisions are in no way easy. It is great to know you feel that Mum is settled, relaxed and happy and that you feel reassured by this, and we hope this feeling continues.


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Review from Beccy C (Daughter of Resident) published on 26 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 3.0 out of 5

I have found the Royal Star & Garter - Surbiton staff to be caring, empathic and kind towards my father. He is in safe hands.
His room is on the ground floor and he has easy access to the gardens. It is never easy for the family that is living overseas to have your father put in a home but the staff
make it easy for us all. Thank you.

Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

Thank you for your review, our staff work exceptionally hard to make sure our residents care is paramount. We understand the difficult decisions that families sometimes have to make and are here to support.


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Review from C P (Son of Resident) published on 25 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Whilst I’m used to the very high standards of love and care shown to my mother and the other residents of the Royal Star & Garter Care Home, I was completely overwhelmed by the way they celebrated both my mother’s 90th and another resident’s 100th birthday. In both cases, a wonderful celebration was
prepared by the staff - decorations, cakes and a performer to serenade the event. I cannot praise the ethos of Royal Star & Garter and the care which the staff take of their residents highly enough.

Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

Thank you for your kind comments - we do like a celebration here at Royal Star & Garter and it's our pleasure to help mark our residents' special occasions.


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Review from Rob H (Brother of Resident) published on 24 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The home is very well and efficiently run. The staff are always warm and welcoming to me as a visitor. All of the home is spotlessly clean and always looks bright and cheerful. My sister tells me that she well cared for in every respect and the staff have shown her close support when she has felt low
over personal issues external to the home itself. There are many activities provided for the residents and the staff are very good at motivation and encouragement to keep residents engaged without impinging on their personal freedom and wishes. There are high quality external visits arranged from time to time and often visiting entertainment and experiences (eg.alpaca encounters and piano recitals). There are always refreshments available and the food, in my opinion, is very good indeed.
The staff are patient and cheerful and show great kindness and respect to residents and to visitors alike.
My sister and i both believe that she is fortunate to live in such a superb home.

Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

Thank you for your kind words, it is wonderful to know that our residents feel supported in all aspects of their care. Great pride is taken in keeping the care home a bright and inviting place to be. The Alpaca visit was indeed one of our memorable experiences. We hope our residents always feel the kindness here at Royal Star and Garter - Surbiton.


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Review from William S (Son of Resident) published on 24 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The Star and Garter home is a very special place, the staff who care for the residents are committed and create the atmosphere that it has.
My mother has been a resident for three years, and she tells me how lucky she is to be surrounded by such great people.

Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

Thank you for your kind feedback, it is always wonderful to know our residents feel happy here. We are the lucky ones to have such amazing residents.


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Review from Graham S (Son of Resident) published on 24 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has now been in the home nearly five years and continues to thrive and I remain very happy with the care she receives. She has just turned 100 and the home put on a wonderful party for her to celebrate.

Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

Thank you for your kind words, we were thrilled to have shared Mum's special birthday with her.


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Review from E O (Friend of Resident) published on 20 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My friend who is a resident in the Royal Star and Garter is always well cared for and although unable to communicate his needs are well met.
He is involved in any appropriate activities and I am impressed with how although his food is pureed there is a good variety.

Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

Thank you for taking the time to send us your review. We are pleased to hear you feel we offer variety with our menus and that we are meeting our residents' needs.


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Current Review Score: 9.9 (9.925)

Overview of Review Score

The Review Score of 9.9 (9.925) out of 10 for Royal Star & Garter - Surbiton is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.9 out of 5 from 27 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 26 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 4.925 for Royal Star & Garter - Surbiton is calculated as follows: ( (301 Excellents x 5) + (14 Goods x 4) + (5 Satisfactorys x 3) ) ÷ 320 Ratings = 4.925

  • 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 Royal Star & Garter - Surbiton is based on 26 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 63 registered maximum number of service users is 12.6, which has been reached with 26 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: 4 Feb 2023

Overall
Good

  • Caring

    Outstanding

  • 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.

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Bed Vacancies

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Awards / Recognitions (10)

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Meet the Team (1)

Helena

Helena Maher

Job Title: Home Manager

Joined: 2019

I started nursing in 1988. My first role after qualifying was working at Royal Star & Garter which I absolutely loved. Since then, I have worked in several acute hospitals across London and then became Head of Nursing and Registered Manager at The Children’s Trust.
The best thing about my job is the residents!


I keep the balance between running a home, and working with such dedicated staff but also being able to manage my workload so I can spend quality time with the residents.


Frequently Asked Questions about Royal Star & Garter - Surbiton

What types of Care is Royal Star & Garter - Surbiton registered for?

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

What additional types of Care does Royal Star & Garter - Surbiton provide?

Palliative Care, Day Care, Convalescent Care, Physiotherapy, Separate Specialist Dementia Care Unit, Own GP if required & End of Life Care are other types of care provided.

How many Rooms does Royal Star & Garter - Surbiton have?

There are 57 Single Rooms and 3 Couples/Companion Rooms.

What are the Facilities & Services at Royal Star & Garter - Surbiton?

Own Furniture if required, Smoking not permitted, Close to Local shops, Near Public Transport, Minibus or other transport, Lift, Wheelchair Access, Gardens, Bar/Café, Residents Kitchenette, Phone Point in own room, Television point in own room & Residents Internet Access are some of the Facilities & Services.

How far is Royal Star & Garter - Surbiton to the centre of Surbiton?

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