We’re incredibly proud to share that MacIntyre in Wrexham has once again been rated ‘Excellent’ across all areas following its latest inspection.
The report praised the service’s well-being, care and support, and leadership, describing leaders as ‘highly visible, compassionate and future-focused’. It also highlighted ‘warm, positive relationships’ between people and staff, characterised by ‘trust, empathy and genuine connection.’
For Area Manager Carly Morrissey, what mattered most was the atmosphere the inspector experienced while spending time with people at home.
“She just said she got a real sense of people having fun,” Carly said. “People were laughing. There was a genuine warmth.”
The inspection took place over one day, with the inspector spending time visiting homes, chatting with staff and meeting people who wanted to take part.
“It was really relaxed,” Carly said. “The inspector spent time talking to staff and just getting a feel for the houses.”
A few weeks later, during the formal feedback meeting, Carly said the inspector spoke about the pride staff showed in the lives people are building.
“She talked about staff being proud of people’s journeys and there being a genuine warmth, which you can’t fake,” she said.
One part of the feedback that particularly stood out was how clearly people knew and trusted the leadership team.
“We always talk about being visible,” Carly said. “You can say you know people, but then if you knock on the door and someone says, ‘Who’s this?’, that tells a different story.
“She said it was really evident that people knew us and were happy to see us. That was lovely to hear.”
Carly was quick to describe the result as a genuine team effort.
“We are one team,” she said. “People have difficult days and amazing days, and the staff are really resilient within that. They really support people to live well.”
The inspection also recognised several areas of outstanding practice, including communication support and Positive Behaviour Support (PBS), which inspectors described as “exemplary”. The report praised the way staff understand and respond to different forms of communication, helping people feel heard, understood and safe.
“I think verbal communication is such a small percentage of communication,” Carly said. “Sometimes someone spending the day in their bedroom is still communicating that something isn’t right.”
Alongside celebrating the result, the Wrexham team are already focused on what comes next. Over the next year, they will be working with MacIntyre’s Best Practice team, and the current Innovation Hub projects, to strengthen communication support even further, while also developing new Positive Behaviour Support practice leaders to help staff continue learning and growing.
“We want to upskill and develop staff locally,” Carly said.
There is plenty happening beyond the inspection too. We’re pleased to also share that a new home is due to open this summer, supporting four people as they settle into their own homes and communities.
“One gentleman is really interested in podcasts and radio,” Carly said. “He can’t wait to get involved with things.”
The report noted the strong focus on helping people build confidence, relationships and community connections, recognising the positive impact this has on people’s independence and sense of belonging.
This latest result is a reflection of the care, consistency and everyday hard work of everyone across the Wrexham team. We could not be prouder of what they have achieved, and of the ordinary moments, relationships and opportunities that sit behind the rating.
