CQC report explained · a residential care home
What the CQC found at Shaftesbury Wall Street
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People's risks were assessed and managed, including risks linked to epilepsy, equipment and going out alone. Medicines were stored, administered and audited safely, although inspectors discussed adding more detail to medicine competency assessments.
- Effective?
- Good
- Care plans reflected people's needs, strengths and aspirations. People received support with food, health appointments and accessible surroundings, and staff worked within the Mental Capacity Act.
- Caring?
- Good
- People were treated with kindness, privacy and respect. Staff supported people to make choices, try new experiences and develop independence.
- Responsive?
- Good
- Care and activities were personalised to people's preferences and communication needs. People were supported to go out, maintain family relationships and raise concerns.
- Well-led?
- Good
- Inspectors found a positive culture, supportive management and regular checks on quality. People, relatives and staff were involved in sharing views and suggesting improvements.
What inspectors found, December 2023
Shaftesbury Wall Street is rated Good; inspectors found safe, kind and personalised care, with no evidence of harm from concerns raised.
Inspectors visited without warning on 8 November 2023. They spoke with people living at the home, relatives and staff. They observed care and checked care plans, medicine records, staff recruitment and quality checks.
The inspection was prompted partly by concerns about staffing, management and care. Inspectors found no evidence that people were at risk of harm from these concerns. They found that staffing met people's needs, including when regular agency staff were used.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. This means inspectors found people were safe, received effective support, were treated kindly, had their needs met and benefited from sound management.
Personalised support
Care was tailored to people's needs, preferences and aspirations. People had choices about their daily lives and activities.
“People received personalised care tailored around their needs and preferences.” from the report
Kind and respectful care
Inspectors found that people were treated with compassion and that staff protected their privacy, dignity and independence.
“People received kind and compassionate care. Staff protected people's privacy and dignity.” from the report
Choice and independence
People were supported to make decisions, develop skills and take part in activities they chose. Some people were supported to manage their own medicines where appropriate.
“People were supported to express their views and make decisions about their care.” from the report
Community and family links
People were supported to use local amenities, attend activities and maintain relationships with relatives.
“People were supported to maintain relationships with their families.” from the report
Positive management
Inspectors found approachable managers, motivated staff and regular systems for checking quality and learning from incidents.
“There was a learning culture at Livability Wall Street.” from the report
Medicine competency records
minorStaff were trained and assessed as competent to handle medicines. Inspectors discussed recording more detail about what was covered and how staff responded during these assessments.
“We discussed adding more detailed information when carrying out competency assessments.” from the report
- 01How do you make sure staffing levels meet my relative's needs when regular staff are absent?
- 02What extra detail is now recorded in staff medicine competency assessments?
- 03How will you support my relative to make choices and build independence in daily activities?
- 04How will you communicate with my relative if they use pictures, easy-read information or another preferred method?
- 05How will my family member's care plan be reviewed, and how can we take part?
This inspection covered the care home, including care and premises, but did not cover the three supported living settings linked to the service. This explanation was written from the published report of 22 December 2023 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, July 2019
Rated Good; inspectors found safe, kind and personalised care, with some staff anxiety about cover for sickness and annual leave.
Inspectors visited on 14 and 21 June 2019. The first visit was unannounced and the second was arranged with the provider. They spoke with people, relatives, staff and community professionals, and reviewed care, medicines, recruitment, training, incident and quality records.
The home supported nine people at the time, with places for up to 10. It also provided personal care to people in supported living and to one person in their own flat. Inspectors found that people were protected from abuse, risks were assessed, medicines were managed safely and there were enough staff to meet people's needs.
People were treated with kindness, dignity and respect. Staff supported choice, independence, communication, health care, food and drink, activities and relationships. Care plans were personalised and people and relatives were involved in decisions.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. This was the same overall and question rating as the previous inspection, published on 28 June 2016.
Personalised support
Care plans gave staff clear guidance about people's needs and what mattered to them. People and relatives were involved in decisions about care.
“People's individualised care plans provided staff with clear guidance on their care and support needs, and what was important to the person.” from the report
Kind and respectful staff
People and relatives said staff were caring and attentive. Inspectors saw that staff knew people well and supported their dignity and independence.
“People and their relatives told us staff were kind, caring and attentive.” from the report
Support for choice and independence
People were supported to make decisions, communicate their wishes and lead the lifestyle they chose. Staff also supported independent living skills.
“People told us they had the support needed to express their wishes and be involved in decisions affecting them.” from the report
Positive management culture
People, relatives, staff and professionals described management as approachable and communication as open. The provider used audits and feedback to monitor care.
“People, their relatives, staff and community professionals described a positive and inclusive culture within the service.” from the report
Cover for staff absence
needs fixingStaff providing care in people's own homes expressed anxiety about the limited number of bank staff available to cover sickness and annual leave. Management said it was trying to recruit more bank staff.
“Staff providing care to people in their own homes expressed some anxiety about the lack or limited number of bank staff to cover staff annual leave and sickness absences.” from the report
- 01How will you maintain staffing levels when regular staff are off sick or on annual leave?
- 02How many bank staff are currently available, and are they familiar with the people they support?
- 03How will you involve my relative in decisions about their care plan, medicines and daily choices?
- 04How do you record and review changes in my relative's risks, health needs and communication needs?
- 05How would you support my relative's end of life wishes if their needs changed?
This was a planned inspection of all five key questions, covering the care home's premises and care, personal care in supported living settings, and personal care for one person in their own flat; supported living premises were not inspected. This explanation was written from the published report of 16 July 2019 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Shaftesbury Wall Street
3 rated inspections over 7 years: the service has held its Good rating throughout.
- December 2023Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- July 2019Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- June 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- September 2013
Report published without a new overall rating.
- October 2012
Report published without a new overall rating.
- November 2010
Registered with the Care Quality Commission on 17 November 2010.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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11 live-in carers within about an hour of Herefordshire, County of
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £960 to £1,410 a week. 10 can care for a couple. 8 years' experience on average.
“She was very caring, kind and patient to all his needs, she built up a wondetful rapport with him, she was dedicated and was there for him through good times as well as through the tough times”
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.