CQC report explained · a residential care home
What the CQC found at Wilton House
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- People were supported by enough staff, and recruitment checks and safeguarding training were in place. Care plans included detailed risk assessments, and medicines were managed safely.
- Effective?
- Good
- Staff had training and induction focused on people's individual needs. Care plans, health passports and specialist support helped staff respond to people's health, eating, drinking and communication needs.
- Caring?
- Outstanding
- Staff treated people with kindness, dignity and respect. They used different communication methods and supported people to make choices and keep control over their lives.
- Responsive?
- Outstanding
- Care was personalised and helped people achieve individual goals. People took part in activities such as clubs, holidays, cycling, sailing, gardening and community events.
- Well-led?
- Good
- The management team was established and approachable. Audits, feedback and complaints were used to identify improvements, and staff worked with health and social care professionals.
What inspectors found, February 2019
Wilton House was rated Outstanding overall; inspectors found exceptionally caring and personalised support, with the other areas rated Good.
The inspection was unannounced and took place on 16 and 19 November 2018. One inspector spoke with people, staff, relatives and health professionals. They also looked at care records, staff files, medicines records, training records, complaints, audits and policies.
Inspectors found people were safe and received effective care from trained staff. Medicines, risks, safeguarding and staffing were managed well. People were supported to make choices, communicate in different ways and stay as independent as possible.
Care was rated Outstanding because staff were kind, respectful and went beyond what was expected. Responsive care was also rated Outstanding because support was highly personalised and helped people take part in activities, reach goals and live active lives.
The overall rating improved from Good at the previous inspection. The caring rating remained Outstanding, responsive improved to Outstanding, and safe, effective and well-led remained Good.
Kind and respectful care
Staff treated the home as the residents' home and supported people in a friendly, dignified way. Inspectors saw a happy atmosphere and staff who went beyond what was expected.
“People were cared for by kind and caring staff who went above and beyond what was expected of them to provide people with a homely all-inclusive environment.” from the report
Choice and independence
People were supported to decide what they wanted to do, when they wanted to do it and at their own pace. Staff encouraged independence rather than taking over.
“Staff continued to emphasise that their role in the home was to support people to do what they wanted, when they wanted and at the pace they wanted.” from the report
Personalised activities
Staff helped people pursue activities linked to their interests and goals. This included local clubs, holidays, cycling, sailing, gardening and community events.
“People received care and support which was personalised to their needs and abilities.” from the report
Communication support
The home used technology, picture diaries, life books, signs and other approaches to help people express views and take part in decisions.
“The service continued to use and explore innovative ways to assist people to express their views and enhance their ability to communicate.” from the report
Safe and skilled staff
Recruitment checks, safeguarding training, risk assessments and medicines training supported safe care. Staff also received an induction focused on the people they would support.
“People were supported by a team that was well led.” from the report
Inspectors raised no specific concerns in this report.
- 01How would you support my relative to communicate their choices if they cannot communicate verbally?
- 02What specialist training would staff have for my relative's health needs, such as epilepsy, mobility, choking or eating and drinking?
- 03How would my relative be involved in choosing activities and setting goals?
- 04How would you support my relative to complain or raise a concern if they could not do this independently?
- 05How are relatives involved in care plan reviews and decisions about changes in care?
This was an unannounced inspection covering all five key questions and the overall rating; the report says the responsive rating improved from the previous inspection while the other domain ratings remained the same. This explanation was written from the published report of 13 February 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 Wilton House
2 rated inspections over 3 years: the service has improved, from Good to Outstanding.
- February 2019Outstandingcurrent ratingup from GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: OutstandingWell-led: Good
- May 2016GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: GoodWell-led: Good
- July 2014
Report published without a new overall rating.
- March 2014
Report published without a new overall rating.
- February 2013
Report published without a new overall rating.
- November 2011
Registered with the Care Quality Commission on 21 November 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.
Weigh the report against the rest
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76 live-in carers within about two hours of Somerset
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 £1,020 to £1,370 a week. 62 can care for a couple. 12 years' experience on average.
“She looked after my mum, who can be incredibly challenging, so well and so gently, and we always felt confident that my mum was getting the best care available.”
“She was not phased by anything, she was adaptable, kind & gave us complete confidence to go away & not worry about a thing!”
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.