CQC report explained · a residential care home
What the CQC found at Wallace Crescent
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People were protected from abuse and avoidable harm, and staff managed risks while supporting freedom and independence. Inspectors found one controlled medicine recording error, which managers said they would review.
- Effective?
- Good
- Care plans were personalised and staff had relevant training and supervision. Mandatory training completion was 85%, with a plan to improve it, and one relative reported that appointments were sometimes late.
- Caring?
- Good
- People received kind and compassionate care, with their privacy, dignity, choices, communication needs and cultural preferences respected. People and relatives were involved in care planning.
- Responsive?
- Good
- Support was tailored to people's routines, goals, communication and sensory needs. One relative felt there were too few activities in the local community.
- Well-led?
- Good
- Managers provided clear oversight and staff felt supported and able to raise concerns. Relatives said they would value more regular communication from the staff team.
What inspectors found, June 2023
Wallace Crescent rated Good; inspectors found kind, personalised care, with some gaps in medicines records, staff training and activities.
The inspection was unannounced and took place on 17 May 2023. One inspector spoke with a resident, two relatives and five staff. They reviewed three care records, staffing and management records, and medicines management.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found people were supported with dignity, choice and independence. Staff understood people's communication needs and worked with health and social care professionals.
There were some shortfalls. Inspectors found one recording error involving a controlled medicine. Mandatory training completion was 85%, and there were reports of some late medical appointments, limited community activities and a need for more regular contact with relatives.
This was the first inspection under the current provider. The home had inherited an Outstanding rating from the previous provider, published on 20 March 2020. The current Good rating means inspectors found consistently good care, but not the higher standard previously recorded in some areas.
Promoting independence
Staff managed risks in a way that reduced restrictions and helped people gain more freedom. One person no longer needed as much supervision and was going out to work independently one day a week.
“People's freedom was restricted only where they were a risk to themselves or others, as a last resort and for the shortest time possible.” from the report
Kind and respectful care
Inspectors found that staff knew people well and supported them with kindness, dignity and compassion.
“People received kind and compassionate care from staff who used positive, respectful language which people understood and responded well to.” from the report
Personalised communication
Staff understood individual communication styles and used tools such as pictures, Makaton, social stories and tailored schedules.
“There was individualised support such as tailored schedules to support people's understanding.” from the report
Safer medicines use
The home followed principles intended to avoid excessive use of medicines for behaviour. Staff had helped some people reduce their medicines, improving alertness and participation in activities.
“The staff had successfully supported people to reduce the number of medicines there were taking.” from the report
Resident involvement
Residents could influence the wider service. One resident had been employed as a quality checker for other services.
“The provider had employed one of the residents as a quality checker.” from the report
Controlled medicine record
needs fixingInspectors found one recording error involving a controlled drug during an incident. Managers said they would review the process and make sure it worked consistently.
“During our inspection we identified 1 error in recording regarding a controlled drug.” from the report
Staff refresher training
needs fixingMandatory training completion was 85% at the inspection. There was a plan to improve this and ensure all required refresher courses were completed.
“At the time of our inspection staff's compliance with mandatory training was at 85%.” from the report
Community activities
minorOne relative felt there were not enough activities available in the local community and that more effort was needed to find and access them.
“There is virtually nothing in the local community, apart from walks in the park or visits to the pub.” from the report
Communication with relatives
minorRelatives said they would benefit from more contact and more regular communication from the staff team. The manager said the home welcomed communication while respecting people's wishes.
“However, the relatives we spoke with felt it would be beneficial to have more contact and regular communication from the staff team.” from the report
- 01What action was taken after the controlled drug recording error, and how do you check that medicines records remain accurate?
- 02When will all staff complete their required refresher training, and how do you monitor completion?
- 03What activities are currently available in the local community, and how are they matched to each person's interests?
- 04How do you make sure people arrive on time for medical appointments?
- 05How often will relatives receive updates, and how will you balance this with the person's wishes about family involvement?
This was an unannounced inspection covering all five CQC questions; it was the first inspection under the current provider, and the previous provider's inherited rating was Outstanding. This explanation was written from the published report of 27 June 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.
Every inspection of Wallace Crescent
3 rated inspections over 6 years: the service has held its Good rating throughout.
- June 2023Goodcurrent ratingSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- February 2022Inspected but not ratedSafe: Inspected but not rated
- March 2020Outstandingup from GoodSafe: GoodEffective: OutstandingCaring: GoodResponsive: OutstandingWell-led: Good
- June 2017GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- February 2022
Registered with the Care Quality Commission on 9 February 2022.
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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At least 100 live-in carers within about an hour of Sutton
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