CQC report explained · a residential care home
What the CQC found at Walton Heath Manor
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- Inspectors were assured about infection prevention and control, including visitors, social distancing, admissions, protective equipment, testing, hygiene and outbreak management.
- Effective?
- Good
- This area was not assessed in this targeted inspection.
- Caring?
- Outstanding
- This area was not assessed in this targeted inspection.
- Responsive?
- Outstanding
- This area was not assessed in this targeted inspection.
- Well-led?
- Outstanding
- This area was not assessed in this targeted inspection.
What inspectors found, April 2021
Inspected but not rated; inspectors were assured that infection control and COVID-19 safety measures were in place.
This was an announced, targeted inspection on 25 March 2021. It focused on infection prevention and control during the coronavirus pandemic, rather than giving a full inspection of the home.
Inspectors were assured that the home was managing visitors, social distancing, admissions, personal protective equipment, testing, hygiene and possible outbreaks. They also found plans to isolate people with COVID-19 and good supplies of protective equipment.
The home supported people to keep in touch with family and friends through telephone, video calls and carefully arranged visits. It also provided activities and physical exercise to support people's wellbeing.
The service was marked 'Inspected but not rated'. This means the report does not provide a new overall quality rating or ratings for the other four key questions.
Contact with families
People were supported to stay in touch with family and friends by telephone, video calls and arranged visits. The visiting arrangements were designed to reduce infection risk.
“People were well supported by staff to have telephone and video call contact with their family and friends.” from the report
Infection control
Inspectors were assured about the home's infection prevention arrangements, including protective equipment, testing and plans for managing infections.
“We were assured that the provider was making sure infection outbreaks can be effectively prevented or managed.” from the report
Safe visiting arrangements
The home used garden visits and a visitors pod so visitors could see people without entering the home.
“The visitors pod was fitted with microphones and a large clear window in the dividing wall and visitors entered directly from the garden so they did not enter the home.” from the report
Activities and exercise
The home provided games, crafts, entertainment and physical activities to support stimulation, wellbeing and mobility.
“Staff ensured people had sufficient stimulation to support their health and wellbeing.” from the report
Inspectors raised no specific concerns in this report.
- 01How have the infection prevention and control arrangements described in the report been maintained since 25 March 2021?
- 02How are visitors currently screened, and what protective equipment is provided?
- 03How are people currently supported to keep in contact with their families?
- 04What activities and physical exercise are currently available to support people's wellbeing and mobility?
- 05What are the current arrangements for isolating someone who may have COVID-19?
This was a targeted inspection of infection prevention and control during the coronavirus pandemic; it did not give ratings for the other four key questions or an overall quality rating. This explanation was written from the published report of 21 April 2021 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 Outstanding overall; inspectors found exceptionally caring, responsive and well-led support, with safe and effective care rated Good.
This was an unannounced, planned comprehensive inspection on 10 April 2019. Two inspectors and an expert-by-experience spoke with people, staff and a healthcare professional. They observed care and checked care plans, medicines records, risk assessments, staff files and audits.
The home was rated Outstanding overall. Caring, responsive and well-led were Outstanding. Safe and effective were Good. Inspectors found a strong sense of community, staff who knew people very well, and care that respected people's choices, independence, relationships, faith and interests.
People were supported to enjoy activities and remain involved in their local community. Inspectors were also especially positive about end of life care. The home had received Gold Standard Framework Beacon status in 2018 for this work.
There was one records issue. A capacity assessment had not been reviewed after a person's needs changed. The provider gave evidence after the inspection that it had completed the review and submitted a DoLS application.
Strong sense of belonging
People, relatives and staff described a close community where people felt listened to and included. Staff knew people well and supported meaningful relationships.
“There was an exceptionally strong person-centred culture and feeling of community at the service.” from the report
Kind and respectful care
Staff were described as highly motivated, compassionate and respectful. People were involved in decisions and supported to remain independent.
“People were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.” from the report
Personalised activities
The home supported people to continue hobbies, interests, friendships and community activities. Activities were adapted to what people wanted and enjoyed.
“There were many examples of the service going the extra mile to ensure people were supported to maintain their lifestyle and interests.” from the report
End of life support
Inspectors found that people and families received exceptional support at the end of life. Staff helped people record their wishes and aimed to ensure people were not alone.
“People and their families received exceptional care at the end of their life.” from the report
Stable and supportive staff team
The home had many long-serving staff, with training, supervision and teamwork given a high priority. Agency staff were rarely used.
“There was a stable staff team employed, the majority of whom had worked at Walton Heath Manor for many years.” from the report
Capacity assessment needed updating
needs fixingOne person's needs had changed but their capacity assessment had not initially been reviewed. The manager provided evidence after the inspection that this had been corrected and a DoLS application submitted.
“One person's records showed that their needs had changed although the capacity assessment had not been reviewed.” from the report
- 01How will you assess and review my relative's mental capacity if their needs or decisions change?
- 02How will you make sure my relative can continue their hobbies, friendships, faith and community links?
- 03How do you assess and manage risks while still supporting my relative's independence?
- 04How would you support my relative and our family to record and follow their end of life wishes?
- 05How will you keep us involved in care plan reviews and respond if we raise a concern?
This was a planned, unannounced comprehensive inspection covering all five key questions and both the premises and care provided. This explanation was written from the published report of 4 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 Walton Heath Manor
2 rated inspections over 3 years: the service has improved, from Good to Outstanding.
- April 2021Inspected but not ratedcurrent ratingSafe: Inspected but not rated
- July 2019Outstandingup from GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: OutstandingWell-led: Outstanding
- October 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- August 2013
Report published without a new overall rating.
- November 2012
Report published without a new overall rating.
- July 2012
Report published without a new overall rating.
- February 2011
Registered with the Care Quality Commission on 8 February 2011.
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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77 live-in carers within about an hour of Surrey
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Most charge £980 to £1,250 a week. 66 can care for a couple. 11 years' experience on average.
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