Royal Star & Garter - Surbiton

Upper Brighton Road, Surbiton KT6 6JY
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9.9 53 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

Primary Care Categories

  • Older Person Care
  • Dementia
  • Physical Disability
  • Visual / Hearing Impairment

Length of Stay

  • Permanent Care
  • Respite Care

Care Types Provided

  • Nursing Care
  • Dementia Nursing Care
  • For a maximum of 63 Service Users

Dementia Care Types

  • Mild Dementia
  • Moderate Dementia
  • Advanced/Complex Dementia

Other Care Provided

  • Parkinson's Disease
  • Stroke
  • Palliative / End of Life Care
  • COPD/Pulmonary Disease
  • Bariatric Care/Obesity
  • Convalescent Care
  • Acquired Brain Injury (ABI)
  • Day Care

Facilities

  • 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

Funding & Fees

Weekly Charges per Person

  • Self-Funded Nursing Care: £2000 – £2000
  • Self-Funded Nursing Dementia Care: £2250 – £2250
  • RESPITE Self-Funded Nursing Care: £2000 – £2000

These prices are only a guideline, please contact Royal Star & Garter - Surbiton to find out the exact price for your requirements.

Funding Types Accepted

  • Self Funding (Private)
  • Local Authority with Top Up
  • Local Authority
  • NHS Continuing Healthcare (CHC)

Support you may be entitled to

If you chose a care home based in England, you may be eligible for NHS Funded Nursing Care (FNC), which helps cover the cost of nursing. This is worth £254.06 per week and is usually paid directly to the care home.

Good to Know

Person in charge

  • Helena Maher (Home Manager)

Local Authority / Social Services

Admission Criteria

  • Ex-Service and their partners
  • Ages 65+

Care Home Design/Build

  • Purpose Built: Yes
  • Number of floors: 3

Room Information

  • Single Rooms (57)
  • Couples/Companion Rooms (3)
  • Single Rooms with Ensuite Wet Room (57)
  • Couples/Companion Rooms with Ensuite Wet Room (3)

Parking

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

Royal Star & Garter - Surbiton Reviews (53)

9.9

Royal Star & Garter - Surbiton has a Review Score of 9.9 (9.926) out of 10, based on 26 reviews in the last 2 years.
Over all time Royal Star & Garter - Surbiton has 53 reviews.

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Review from William S (Son of Resident) published on 24 October 2023 Submitted via Website • Report
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 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 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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Review from Margaret P (Daughter of Resident) published on 20 October 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother is extremely happy living at the Royal Star & Garter - Surbiton Care Home and we are so pleased she is there. Mum is in the early stages of dementia. It is an exceptionally well-run home with strong leadership. The medical/nursing care is at an exceptionally high standard and nurses are very
well supported by the health care assistants. All of the residents are treated with immense kindness, respect, dignity, patience and love; my mother feels cared for, settled and happy and therefore her cognitive abilities, general health and mental health are stable.
The health and well-being team run a varied and exciting programme based on residents' needs and wishes which include river trips, days at the races, trips to the proms, alongside activities held at the home such as regular pilates, art, music sessions and games to stretch the residents. Birthday parties are a joy!
The kitchens and housekeeping, particularly the laundry and cleaning side, are also of a very high standard.
Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

It is wonderful to know that Mum is very happy being here with us. Thank you for your kind words regarding our Surbiton home, it really is a fantastic team here and your recognition of staff members is appreciated. The river trips have been a big hit this year and we have had some celebrations along the way which our residents and families enjoy. It's our pleasure to support Mum in her time here and we hope she continues to enjoy being part of our home.

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Review from Frances S (Sister of Resident) published on 20 October 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
The Royal Star & Garter Care Home is superb and my brother feels quite at home here. He tells me the staff are his new family. The care is exceptional and nothing is too much trouble. The home is always spotless and the staff are happy and friendly to all - residents or visitors.
Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

Having residents consider Royal Star and Garter - Surbiton as family is how we would like everyone that joins us here to feel. Thank you for your kind words.

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Review from Pippa B (Daughter of Resident) published on 20 October 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
I have always found all the staff very friendly when I visit and make you feel very welcome. My mum is always well cared for with her hair done really nicely and clean clothes and from what I have seen, they are always trying to include her in the many activities that they provide. I feel happy leaving
her there knowing she is living in a warm-hearted and kind environment. I really can't imagine her anywhere else now.
Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

A warm-hearted environment sums up our care home wonderfully, we always do try to encourage our residents to join in with our activities schedule. Mum is a joy to have as a resident. Thank you for your kind response.

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Review from Hazel P (Daughter of Resident) published on 8 September 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother moved into the Royal Star and Garter Surbiton last month and has received fantastic attention from all the staff. The care provided is set up for her particular needs with great thought and compassion. Her room is beautifully airy and spacious, with a fantastic ensuite bathroom.
The choice
of different dining areas has meant that my mother has been able to opt for quieter mealtimes, but she's also enjoyed the singing and been captivated by the children who visit from the local nursery.
As a relative and visitor, I have found the communication and support have been outstanding, and it is so reassuring to know that my mother is being so well cared for. Thank you.
Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

We appreciate your kind words about the team here at Royal Star and Garter. It is a pleasure to have Mum here with us, and it's fantastic that she is enjoying the engagement with the Nursery visits and singing.

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Review from Joanna C (Daughter of Resident) published on 7 September 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
We found the Royal Star & Garter - Surbiton on the recommendation of a friend and have been thankful ever since. My father has dementia and has been a resident since May. From the first day and meeting with the teams I have been incredibly impressed by the level of care provided, not just the nursing
care (which is amazing and always on hand to discuss my Dad's needs) but also how every carer and team member spends time trying to interact, and find meaningful connections to improve his quality of life. From trying to understand his history, and life story, including researching events in his past in their spare time in order to build personal connections, to helping with his personal hygiene and encouraging him to take part in the many social activities the team have been caring and committed the whole way. The Royal Star & Garter - Surbiton has certainly improved my Dad's quality of life and really is an example of compassionate, people centred care.
Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

Thank you for your feedback, it is a pleasure having Dad with us here at Royal Star and Garter. Our residents' quality of life and the engagement we have with them to make them feel comfortable is of great importance to us all here.

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Review from Helen B (Daughter of Resident) published on 16 August 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
We (my mother and family) count ourselves very lucky that she has been able to move into the Royal Star and Garter at Surbiton. We had visited other homes but soon as we walked into the Star and Garter, we knew this one was different. The atmosphere was lively and 'buzzy'. Wherever we went, we were
greeted by friendly, welcoming faces, whether from staff, volunteers or residents. This has been confirmed by her experience since living there. The care offered is outstanding, the accommodation and facilities wonderful and the events arranged by the hard-working staff are fabulous. She has been able to engage in all sorts of activities, from quizzes and exercise classes to flower arranging. The lovely gardens are well designed for those with mobility issues or sight impairment and she has been making great use of them. And the chef has risen to the challenge of coping with a special diet magnificently. We have nothing but praise for the home and all the staff.
Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

Thank you for your review, we are very happy that Mum has settled so well with us here at Royal Star and Garter and that the garden is being put to such good use. It is great to know you all enjoy the feel and the atmosphere here. Our staff are always here to help. Thank you for your kind words.

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Review from Lesley P (Daughter of Resident) published on 8 August 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
Both of my parents arrived in March to the Royal Star & Garter - Surbiton. They both settled really quickly due to the exceptional care from all the staff. It’s like a beautiful hotel - clean and fresh. My parents are very very happy, the staff are so lovely and have met all their needs and are always
on hand if we need to speak to them. Lots of entertainment and things to do, Dad particularly likes the singers. I feel their lives are enriched by being here and as a family on the whole we are very happy.
Reply from Donna Bedi, Enquiries Coordinator at Royal Star & Garter - Surbiton

Thank you for your feedback. We are pleased to know that both mum and dad are happy here with us at Royal Star and Garter. The singers are always a highlight for our residents.

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Review from E M (Son of Resident) published on 3 November 2022 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My mother a long-term resident was taken ill, admitted to hospital and returned to the home for palliative care and subsequently died. The care she received was exemplary and the care and consideration given to me and to other members of the family during and after was heartwarming. She wanted to die
at home and this was her home.
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Review from B S (Daughter of Resident) published on 21 October 2022 Submitted via Website • Report
Overall Experience 5.0 out of 5
I've seen staff cleaning some parts of the building every time I visit. They are friendly and chatty with my mother when they clean her room and one lady said they sometimes sing together. There are always plenty of choices at all meal times and now that my mother needs a lot of encouragement to eat
they are always able to provide alternatives to entice her. Her nutrition is monitored daily and she is given supplements when necessary. Even though my mother doesn't want to take part in many of the wide range of activities now she is always asked and encouraged to join in as much as possible. They respect the fact that often she likes to just sit quietly in her own bedroom which they have made to look like the bungalow she lived in on her own for 42 years. The care and nursing staff are always patient and take their time helping my mother and I am always kept fully informed of changes to her health, care needs and medication.
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Review from Dwynwen L (Daughter of Resident) published on 18 October 2022 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
We were so fortunate that my mother was able to move to Royal Star & Garter in June 2020. The first Covid lockdown was ongoing - quarantine restrictions were difficult but well managed by staff.
My mother has dementia and server physical difficulties - all aspects of her care are well managed with
caring, patient and respectful skills by all members of the team. Her challenging behaviour is a particular difficulty. We have nothing but praise for the staff and the home.
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Review from A E (Daughter of Resident) published on 23 June 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother has been a resident at The Royal Star & Garter Surbiton for 8 months. On leaving her home of 53 years, having moved during the pandemic, she was required to isolate in her room for 14 days. Even in such difficult circumstances she was made to feel welcome, cared for and put at ease. Over the
following months, it became clear that caring is the paramount concern at this wonderful home. My mother thinks of the place as her home, and that is how she is treated. Her nursing needs, which can be complex, are treated with infinite patience and care. No question from us is too much trouble. The staff make us feel as though we are all part of an extended family together. I live some distance from Surbiton, have been unable to visit often and yet still feel as though I know the staff individually as does my mother. I cannot express sufficiently my gratitude to all the staff for their unfailing kindness to my mother and us as a family since she has been a resident.
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Review from Charles H (Son of Resident) published on 15 June 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
Having been impressed with the Royal Star and Garter Home Surbiton since my initial visit, now that my mother has spent three years there being cared for as a resident, I cannot offer anything other than the highest praise for all those who work there.
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Review from Hilda W (Daughter of Resident) published on 4 June 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother has been a resident at the Star and Garter care home for more than two years. During this whole period, the care has been exemplary with committed staff who really care about the residents. It has been difficult the last year with Covid but they have continued to deliver the highest quality
care and attention to my mother who has advanced dementia. They show empathy and a good level of knowledge when medical care is required. Communication is good and the residents have both a trained nurse and a healthcare assistant as a named key worker. We can contact them at any time to discuss my mothers care.
Staffing levels are good and in normal times there is a myriad of volunteers and activities going on. During Covid, the staff have gone above and beyond to gainfully occupy residents and ensure that receive optimum care.
Thank you everyone at the Star and Garter for the incredible level of care you have delivered and continue to deliver even when times have been difficult.
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Review from Elizabeth R (Daughter of Resident) published on 4 June 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
I can’t praise the Star and Garter highly enough. They’ve looked after both my parents, first my father and now my mother, and they could not have done more to help them feel valued and to make their lives interesting and enjoyable. They encouraged my father (who had Parkinson’s) to join in skittles
games, realised the answers he was trying to give in the quizzes and handled his death with great sensitivity. Latterly in the lockdown one of the staff has given her own time to help my mother have Zoom contact with us, her children. She keeps telling us how kind the staff are to her and how lucky she feels to be where she is, and we see evidence of the good relationships between staff and residents every time we visit. The atmosphere is unfailingly professional, warm, relaxed and reassuring - the staff are easy to speak to and they respond immediately to any concern or worry raised. We the children are unanimous in feeling deeply grateful she is somewhere so well and caringly run.
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Review from Paul S (Son of Resident) published on 4 June 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother has been a resident at the Royal Star & Garter for several years. The home is marvellous. While I greatly appreciate every aspect of the services the Star & Garter provide, I would particularly comment on the outstanding quality of the staff, who have consistently provided superb care and
consideration to my mother and done everything possible to ensure that she is able to live in comfort and dignity. I have also found management to be excellent and extremely responsive on those occasions when I have had reason to communicate with them.
The last year has obviously been very difficult because of the Covid pandemic. I have been consistently impressed with all the steps taken by the staff to keep the residents safe and secure while making every effort to facilitate communications between residents and their family members during the lockdown restrictions.
I can't imagine a better facility than the Royal Star and Garter.
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Review from Sally G (Daughter of Resident) published on 4 June 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
My father is a resident at Surbiton and has been for a while now. I find their care of him to be excellent. He has many needs and is very reliant on the staff for most everyday things. He always looks happy and as healthy as can be expected. They run many social programmes during the day (Covid has
obviously made this difficult). But he gets involved with singing, crosswords, tai chi, they play balls games, have poetry readings, singalongs. The list is endless. Visitors from local farms and schools. Regular tea/birthday parties they have a gym he attends most mornings for chair cycling always egged on by the lovely staff. They watch afternoon movies on a huge screen. They have lovely gardens. Regular outings. Staff are always very welcoming of visitors whenever. I could not wish for him to be in a better place. Thank you.
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Review from Maura M (Daughter of Resident) published on 4 June 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother moved into the lovely Star and Garter in October 2020.
Every member of the staff has been really great.
The carers really do care. Nurses have been excellent at dealing with my mum's complex nursing/care due to Parkinson’s disease.
The manager and team really do keep you informed and up
to date with everything.
Activities are so good something to include all.
My mum, sister and I are so grateful for this special place.
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Current Review Score: 9.9 (9.926)

Overview of Review Score

The Review Score of 9.9 (9.926) out of 10 for Royal Star & Garter - Surbiton is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.9 out of 5 from 26 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 5.0 out of 5 from 25 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:

  1. 5 Points are available for the Average Rating from all Reviews in the last 24 months. The Average Rating of 4.926 for Royal Star & Garter - Surbiton is calculated as follows: ( (290 Excellents x 5) + (15 Goods x 4) + (4 Satisfactorys x 3) ) ÷ 309 Ratings = 4.926
  2. 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 25 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    1. 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
    2. 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 25 Positive reviews. Points = 1
  3. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
  4. If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

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. View Latest Report

Bed Vacancies

Please contact us for latest vacancies.

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Awards / Recognitions (10)

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.

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