Wallace House

Ravensworth Road, Dunston, Gateshead NE11 9AE
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9.9 34 Reviews
  • Wallace House, Gateshead
Wallace House is in Dunston, Gateshead, close to local shops and the Metro Centre.

Most of the residents and staff at Wallace House are local, and this goes a long way to explaining why it is a friendly, family-orientated care home, something that visitors often comment on when they arrive.

The staff at Wallace House have a very people-centred approach with the residents. They quickly get to know what their family and work history is, what they like and don’t like, and so on. In this way they build relationships that are warm and caring but also respectful, so that residents can retain their dignity.

The activities coordinator encourages residents to stay mentally and physically active, and arranges a wide choice of activities. When residents first arrive, they find out what gives them enjoyment and what they’ve done in the past, so that they can tailor their activities. There are all the usual things, such as board games, bingo, knit ‘n’ natter, trips out, and so on, but there’s much more, including fashion shows.

There’s a wheelchair-accessible garden, so residents can potter about and grow fruit and vegetables. The home has a good relationship with a local community centre, which organises activities, and residents go there for coffee mornings.

Wallace House also works closely with the nearby Methodist centre and local schools come in at Christmas to sing carols. There’s a Working Man’s Club over the road, so residents can pop in for a pint if they wish.

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Care Provided by Wallace House

  • Type of Service
    • Nursing Home
  • Privately Owned
  • For a maximum of 40 Service Users
  • Primary Care Categories
  • Dementia
  • Learning Disability
  • Mental Health Condition
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Care Offered
  • Cancer Care
  • Colitis & Crohn's Disease
  • Epilepsy
  • Hearing Impairment
  • Huntington's Disease
  • Multiple Sclerosis
  • Parkinson's Disease
  • Speech Impairment
  • Stroke
  • Visual Impairment
  • Other Care Provided
  • Convalescent Care
  • Day Care
  • Own GP if required
  • Palliative Care

Good to Know

  • Person in charge
  • Lesley Dawson (Home Manager)
  • Admission Criteria
    • Ages 65+
  • Room Information
    • Single Rooms (40)
    • Couples/Companion Rooms (0)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Last Refurbishment: 2008

Facilities

  • Close to Local shops
  • Gardens
  • Lift
  • Minibus or other transport
  • Near Public Transport
  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Phone Point in own room
  • Residents Internet Access
  • Residents Kitchenette
  • Smoking not permitted
  • Television point in own room
  • Wheelchair Access

Wallace House Reviews (34)

Total of 34, showing 21-34
9.9

Wallace House has a Review Score of 9.9 (9.857) out of 10, based on 12 reviews in the last 2 years. Over all time Wallace House has 34 reviews.

Overall Experience

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Date Published

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5
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22

Review from Vivienne H (Daughter of Resident) published on 20 November 2020
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Over the last eighteenth months since my mother became a resident here there have been several managers and temporary/interim managers. I am looking forward to a period of consolidation and stability.

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Review from Shelley M (Daughter of Resident) published on 19 November 2020
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My mam came here for a 6-week assessment and they decided she needed 24-hour care and decided to keep her which we were happy with. She has settled in lovely and seems really happy there. Keep up the good work, thanks to all the staff!

Reply from Tracy Dunkley, Manager at Wallace House

Thank you Shelley for your kind words. The team are committed to supporting our residents and their families but it is always great to let them know how valued they are.


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Review from Diane W (Daughter of Resident) published on 13 November 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother went into Wallace house approx three weeks ago, straight from the hospital. The care and attention she has received have been amazing. The staff go above and beyond to make sure she is comfortable and safe. All the staff, without exception, are genuinely caring towards her. They keep our family
informed about everything to do with her care. Nothing is a problem ever. I would highly recommend Wallace House to anyone who is having to make a decision on which care home to use for their relative.

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Review from Barbara D (Partner of Resident) published on 2 October 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My partner has a rare brain condition. He is paralyzed, peg fed and unable to communicate.
I transferred him to Wallace House from a hospital a month ago, prior to this he had been two years in another home. I was unhappy with his care there. His mouth care was neglected. Wallace House staff are professional
and very caring. I am so content. I am a retired health visitor, midwife and nurse background.

Reply from Wendy Reid, Manager at Wallace House

Thank you so much for the review, it is a pleasure to look after your partner and I am so glad that you are happy with his care.


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Review from Marion S (Friend of Resident) published on 14 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff are so friendly you can talk to them about anything. They look after my friend and they are really on the ball and the management can't do enough but they could do with more staff but kitchen girls, laundry girls very friendly and will do anything for you. They all don't get enough recognition.

Reply from Wendy Reid, Manager at Wallace House

Thanks for your review, we really appreciate it and we continually work hard to improve our service, thanks.


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Review from Maureen C (Wife of Resident) published on 14 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The friendly staff looked after my argumentative husband extremely well.

Reply from Wendy Reid, Manager at Wallace House

Thank you so much and we loved looking after your husband, we really appreciate the comments.


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Review from R M (Nephew of Resident) published on 14 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Wallace House care home is very pleasant to visit. All the staff take care and have pride in what they have to do. Wallace House is clean and tidy and over the last 10 months, I have seen an improvement in the home.

Reply from Wendy Reid, Manager at Wallace House

Thank you so much for your review, we are working really hard to continually improve the service and be responsive to everyone's needs - we really appreciate this review.


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Review from Alexandra R (Granddaughter of Resident) published on 1 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

The home is a clean, warm environment with a good, balanced menu. There is always activities and something on for the residents and family. However, there is a large let down on the side of staff and family relations. Staff, on occasion, have failed to inform our family on certain things and when asked
they are quick to point the finger at each other, there is a huge, huge lack in communication. There is also not enough staff! This issue has been getting addressed for a long time, however, the number of staff has not gone up.

Reply from Wendy Reid, Manager at Wallace House

Thanks so much for the review. I'm sorry that you feel that way with regards to communication and I really hope that you will feel able to discuss the matter with me personally. I will say that we have recruited staff and are at our budgeted numbers for staff in the home. We don't use agency care staff which is incredibly important to me, since the end of last year, we have recruited a further four care staff and one nurse. Once again I am so sorry that you feel that way and I really hope that we can meet to discuss this.


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Review from Margaret M (Daughter of Resident) published on 26 April 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

On entering Wallace House I am always met by friendly staff. However I was informed more experienced staff were going to be brought in which I don't believe has happened, which is disappointing.

Reply from Wendy Reid, Manager at Wallace House

Thanks for your review, we always try to be friendly and welcoming. We have brought in more experienced carers and are now fully staffed on days which means we don't use agency care staff, as you know my door is always open to discuss anything.


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Review from Jean T (Daughter of Resident) published on 25 April 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Staff friendly and approachable at all times. The only concern is the under resoursing of staff leading to lack of coverage to residents and a concern to us.

Reply from Wendy Reid, Manager at Wallace House

Thank you for your review, I would like to acknowledge your concerns regarding staffing and can assure you that I have taken actions to rectify the problem.


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Review from D S (Friend of Resident) published on 23 April 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

For many reasons, I have not been able to visit Wallace House for a while. I cannot believe the improvements that I found. The environment was cleaner and more inviting and whilst the staff have always been friendly and caring, they all seemed happier on this visit. The staff went the extra mile to
make my friend have an amazing birthday.

Reply from Wendy Reid, Manager at Wallace House

Thank you for your review, the home has undergone a lot of work and we strive to continually improve our service and environment. We look forward to your next visit.


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Review from A C (Sister of Resident) published on 15 December 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Although the home is not the most modern, it is clean and tidy. The staff are very friendly and treat the residents with care and attention.

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Review from Glenda S (Niece of Resident) published on 17 May 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My uncle, 95 and suffering from dementia, was welcomed into the home in January. The staff have shown great patience with him, even when he has been unsettled and somewhat aggressive. He has settled and appreciates what is done for him. He is very well cared for, but is allowed to feel a degree of autonomy,
in that he is not fussed over.

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Review from Elizabeth T (Son of Resident) published on 12 May 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The staff and carers are friendly and are very approachable at all times. On each visit to see my sister I am made to feel very welcome.

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Current Review Score: 9.9 (9.857)

Overview of Review Score

The Review Score of 9.9 (9.857) out of 10 for Wallace House is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.9 out of 5 from 12 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 12 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.857 for Wallace House is calculated as follows: ( (122 Excellents x 5) + (16 Goods x 4) + (2 Satisfactorys x 3) ) ÷ 140 Ratings = 4.857

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 5 Points relating to the number of positive Reviews for Wallace House is based on 12 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4

    • ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 40 registered maximum number of service users is 8, which has been reached with 12 Positive reviews. Points = 1

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Performance

Care Quality Commission (CQC) Rating

Date: 11 Oct 2023

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Good

Care Quality Commission is responsible for the registration and inspection of social care services in England.

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