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Inspection Summary

Overall summary & rating


Updated 10 January 2020

About the service

The Dales Nursing Home is a care home providing personal and nursing care to people aged 65 and over. At the time of inspection there were 31 people living at the Dales.

The Dales accommodates 31 people in an adapted building. It is a Victorian terraced property on three floors sited close to the city centre of Exeter. The service had a lift access to all floors. Some of the areas of the service are difficult to access due to the layout of the building. There are communal areas on the ground floor.

People’s experience of using this service and what we found

People felt safe living at the Dales. Two people said, “They are so good and kind” and If I am upset they will comfort me.” Staff had undertaken training on abuse and knew the correct actions to take if necessary.

People, relatives and professionals were happy with the care provided. Relatives spoke highly of the service and how they were made welcome at any time. One said, “I spend a lot of time here and staff will do anything for you.”

People had an assessment of their needs carried out and a care plan in place. People were included in decisions about their care, particularly around their wishes at the end of their life. The registered manager was passionate about end of life care and professionals spoke highly of both the care, skill and leadership shown to people nearing the end of their lives. One professional said, “(Registered manager) appears to inspire her team of carers to be equally compassionate and caring.”

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The service had not always recruited prospective staff in a safe way. This meant the service could not be sure staff were safe to work with people who may be vulnerable. A new recruitment procedure and checking system has now been put in place.

Staff had completed the required training to perform their roles effectively and felt supported and valued in their role. They received supervision regularly in relation to their care practice.

Staff treated people in a respectful, kind and dignified way. Positive relationships had developed and staff knew people’s individual needs well. Staff were respectful of people’s dignity.

People were supported to eat and drink enough to meet their needs. They received their medicines at the right time and in the correct way.

People had individual assessments of risk in place but other risks had not always been identified which might pose a risk to people living at the Dales. However, these were all resolved during the inspection.

People found the registered manager supportive and approachable. Staff were positive about the culture of the service.

The new provider visited the service regularly and took an active approach in leading the service. They were committed to improving the service and had made extensive refurbishments to the building. They valued staff and their commitment to the service.

Some audits of the service took place, but these did not cover all the areas required. Some essential records to keep the building and people safe were not completed. However, systems have now been put in place for all areas of the service.

The service worked with other agencies to promote people’s health, safety and well-being.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was good (published 10 April 2017). Since this rating was awarded the registered provider of the service has changed. We have used the previous rating to inform our planning and decisions about the rating at this inspection.

Why we inspected

This was a planned inspection based on the previous rating.

We have found evidence that the provider needs to make improvements.

The provider has taken acti

Inspection areas


Requires improvement

Updated 10 January 2020

The service was not always safe.

Details are in our safe findings below.



Updated 10 January 2020

The service was effective.

Details are in our effective findings below.



Updated 10 January 2020

The service was caring.

Details are in our caring findings below.



Updated 10 January 2020

The service was responsive.

Details are in our responsive findings below.



Updated 10 January 2020

The service was not always well-led.

Details are in our well-Led findings below.