Viera Gray House

The following is CQC's published account of its assessment, published 14 May 2025. References to “we” mean CQC. It describes findings at that time.

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.