Viera Gray House

Updated 4 April 2025

Date of Assessment: 23 April 2025.

Viera Gray House is a residential care home that can provide personal care and support for up to 41 people. At the time of this inspection there were 37 older people living at the care home.

We undertook this responsive follow-up inspection to check the provider had continued to improve since their last inspection when we rated them requires improvement overall. We assessed all 15 quality statements associated with the 2 key questions, Is the service safe and well-led? For those key questions not inspected, we used the ratings awarded at their last inspection to calculate the overall rating. This assessment was conducted by 2 Adult Social Care inspectors.

Based on the findings of this assessment the service has been rated Good.

However, at this inspection we found some concerns in relation to the way identified risk was managed and staffs overall work performance appraised. This was because staff did not always meet people’s care needs because they sometimes failed to follow their risk management plans and guidance. We discussed a risk management issue with the managers and staff at the time of this inspection. Managers and staff acknowledged there had been a failure to ensure a crash mat was in place for one person who was required to have one while they were in bed. Staff we talked with took immediate action to address this matter during our inspection. We were assured that this was an oversight as crash mats and sensor mats were in place for other people who needed them. In addition, staff had not had their overall work performance appraised for over 12 months contrary to recognised best care practice and the providers own staff appraisal procedures. We discussed this issue with the managers at the time of our inspection who were aware of this failure. The improvement plan the providers already have in place states they plan to take action and ensure all staff have their annual work performance appraisal completed by the end of May 2025.

The issues described above notwithstanding, the service continues to support people to stay safe from abuse. The environment was clean and a comfortable place for people to live. Staff recruitment practices were safe. There were enough staff with the right levels of knowledge, skills, and experience to safely meet people’s needs. Staff understood their roles and responsibilities. Staff were valued and supported with their learning and development, and wellbeing. Managers ensured staff received all the relevant and update training and support they needed to perform their roles and responsibilities. Infection risks were managed well. Staff also managed medicines safely.

The management of the service remained consistent and stable. The service had a new registered manager supported by an experienced deputy manager. These managers were visible, knowledgeable and supportive of staff. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Managers and staff had a shared vision and culture based on listening, learning and trust. Governance systems were operated effectively. Managers investigated incidents thoroughly. Records were well-maintained and managed. The service had a good learning culture of improvement and inclusivity which had led to people experiencing positive outcomes. People knew how to speak up and were confident the service took their feedback seriously and acted on it. Managers and staff worked in partnership with external health and social care professionals and bodies to deliver the best possible care and support to people. There was a culture of continuous improvement, and the service was receptive to new ideas.

Updated 4 April 2025

During this assessment we received in-person and/or email feedback about the care home from 8 people living there, 12 relatives and 8 external health or social care professionals. We also spoke to various leaders and staff who worked at the care home including, the registered manager, the deputy manager, 10 care staff and a domestic cleaner.

People were positive about the quality of the care and support they received at the service. People said they felt safe and happy living at the care home. Typical comments included, “Staff are very caring and look after us well”, “The carers are all wonderful here. They’re lovely and I get everything I need from them” and “I feel safe here. The carers are good. No complaints.”

Relatives were equally happy with the care and support their family members who lived at the service received. Comments included, “My [family member] has been well looked after and is incredibly happy at the home. The carers are all happy to assist in any way they can and are always polite to both the residents and visitors”, “The staff are kind and thoughtful with my [family member] who all make her feel loved and special. My [family member] likes it there and staff understand how to support him” and “I am very happy with my [family members], and our own experience of the home. All the staff I have met and witnessed are kind, compassionate and respectful.They’re always extremely helpful and go out of their way to assist us.”

In addition, external health and social care professionals were also positive about the quality of the care and support their clients were provided at care home. One healthcare professional told us, “All the staff are easy to work with and extremely patient and courteous.”

There was an open, friendly and welcoming culture at the service which people and relatives described as ‘caring.’ People’s safety was prioritised and staff knew how to keep people safe from abuse or harm. People were supported by staff who were skilled and experienced and provided care in line with their choices and preferences. People were complimentary about the way the care home was led by the managers. Most people described the managers as accessible, approachable and friendly. An external care professionals told us, “The service is now well-managed and we no longer have any concerns about Viera Gray House and the standard of care our clients receive there.”

Some people could not directly tell us about their experience, so we observed how staff engaged with them. This approach showed us staff listened to and interacted positively with people living in the carehome.