Surbiton care home In Surrey rated ‘Good’ by CQC following proactive quality improvements by CHD Living

This positive outcome is a testament to the commitment, dedication, and proactive approach taken by CHD Living to ensure its care services consistently meet the highest standards.

Previously holding a legacy ‘Requires Improvement’ rating (December 2022), Surbiton Care Home has undergone significant enhancements, with a strong focus on safety, leadership, and person-centred care.

The inspection, carried out in January 2025, highlighted key strengths across the service, including a well-led team, safe staffing levels, and a strong learning culture.

However, CHD Living has raised concerns over the infrequency and inconsistency of CQC inspections across the sector, with many care homes waiting years for a review regardless of their evolving care standards.

In response, CHD Living took matters into its own hands, commissioning independent mock inspections across its services to gain real-time, external validation of care quality.In a move that reflects the importance CHD Living places on transparency and improvement, the organisation partnered with Fulcrum Care, an external care home consultancy, to conduct thorough assessments aligned with the CQC’s Single Assessment Framework.

Through these independent mock inspections, CHD Living was able to proactively identify areas for enhancement, implement necessary improvements, and ensure its care homes are consistently operating at a high standard.

A System Failing Those Who Strive for Excellence

Jon Stanley, Chief Operating Officer at CHD Living, commented: "The ‘Good’ rating is a reflection of the true dedication of our team at Surbiton Care Home. However, the reality is that care homes like ours have had to wait years for an official review, while regulatory focus remains on underperforming services. The current system not only fails to acknowledge improvements but also leaves high-quality providers in limbo, with outdated ratings failing to reflect the true standard of care being delivered today.

"This is why we took control of the situation, ensuring external, independent assessments provide an accurate and up-to-date picture of our services. We refuse to let bureaucratic delays stand in the way of high-quality care and the recognition our teams deserve."

A Government-commissioned review into the CQC’s effectiveness recently exposed systemic failures, including inconsistent regulatory decisions, a lack of clinical expertise among inspectors, and outdated IT systems. The report also revealed a sharp decline in the number of CQC inspections compared to pre-pandemic levels, leaving care providers without a clear benchmark.

Trish Kelly, Operations Director of Fulcrum Care, said: "We are incredibly proud of Surbiton Care Home’s achievement. Our team has worked closely with the care home, providing expert advice, training, and governance support to ensure the highest standards of care. This result is a testament to the commitment of the care home’s staff and leadership.

"Our role was to provide a fresh perspective, identifying best practices and areas for improvement. The team was incredibly welcoming and receptive to our suggestions, actioning our feedback without hesitation. What was remarkable was how quickly they implemented changes, demonstrating their commitment to continuous improvement. We are proud to have supported such a dedicated team, and you could see the impact of their hard work reflected in the positive outcomes of the official inspection."

A Call for Reform

Shaleeza Hasham, Commercial Director at CHD Living, added: "The CQC plays a vital role in maintaining care standards, but it is simply not fit for purpose in its current form. Families, healthcare professionals, and local authorities rely on CQC ratings to make informed decisions, yet many of these ratings are years out of date. This undermines trust in the system and fails those who are seeking the best care for their loved ones.

"We need a system that works for everyone - one that ensures care homes are inspected fairly and regularly, so families and professionals can have confidence in the accuracy of ratings. We urge the CQC to introduce a structured inspection schedule that provides timely, transparent assessments across the board, rather than the current reactive approach, which leaves high-performing care providers overlooked."

CHD Living is calling on CQC leadership and the Government to:

• Implement a clear, transparent inspection schedule to ensure all care providers receive timely, fair and balanced assessments.
• Clear the backlog of overdue inspections, ensuring high-quality services are not left unreviewed for years.Recognise independent quality assurance measures, allowing proactive care providers to demonstrate excellence.
• Improve regulatory consistency to prevent care providers from being left in the dark about their current standing.

Until genuine reform takes place, CHD Living will continue leading by example - prioritising independent quality reviews, investing in continuous improvements, and ensuring that every resident receives the highest possible standard of care, with or without a CQC inspection.

To view the CQC report online, click here: https://www.cqc.org.uk/location/1-2828592226