The specialist 18-bed high dependency care service on Americanmuir Road provides support for individuals with learning disabilities. Following an inspection in May, Healthcare Improvement Scotland awarded the hospital Exceptional ratings for Direction, Implementation and Delivery, and Results, with no requirements or recommendations for improvement.
Inspectors highlighted the hospital’s clear vision to delivering high-quality care. The report read: “The service had a well-defined and measurable vision, aims and objectives with a clear strategy identified to help achieve these.”
Inspectors also recognised the hospital’s commitment to continuous improvement, noting that benchmarking and ongoing monitoring was in place across the service, alongside effective governance structures, clear reporting processes and a culture where staff felt empowered to speak up.
The report said: “Effective governance structures included clear lines of reporting and for escalating concerns. The service’s senior management team was visible, and staff were empowered to speak up.”
The regulator praised the hospital’s person-centred approach, saying: “The service provided a safe, therapeutic and structured environment, supported by experienced clinical leaders and a compassionate team. The experienced multidisciplinary team worked collaboratively to create personalised care pathways that supported each patient.”
Inspectors recognised the positive leadership culture across the hospital, with the report stating: “The service had very good processes in place which demonstrated a supportive leadership culture with clearly defined roles and lines of accountability.”
As part of the inspection, the regulator spoke with staff who described senior leaders as “visible and approachable” and said comments reflected a highly engaged and motivated workforce. Results from the staff survey showed that “all staff felt there was positive leadership at the highest level of the organisation”, while “all staff would recommend the service as a good place to work”. Colleagues gave positive feedback including; “We work together as a team”, “They listen to service users and staff and also ensure they provide possible solutions”, “the service gives individuals as much independence as possible.”
Patients spoke positively about their experiences and said they felt supported by staff. Relatives also shared their appreciation of the care provided, with inspectors reporting: “They told us that they felt listened to, that their opinions were valued and that the team was very approachable.”
The inspection highlighted the hospital’s commitment to ensuring patients have a genuine voice in shaping both their own care and the wider service. Patients were supported to contribute to their care plans and were encouraged to chair and minute weekly community meetings alongside staff. Feedback was gathered through verbal, written and pictorial methods to ensure every individual’s communication needs were met.
Inspectors praised the activities team for ensuring engagement was meaningful and tailored to each patient, saying they “strived to make the activities worthwhile, authentic and avoid tokenism or a tick box exercise.”
The report also highlighted the hospital’s strong links with the local community, with patients supported to develop skills and confidence through activities including road safety, using public transport, shopping and volunteering.
Inspectors said: “The activities team was focusing on community involvement for each patient. The long-term plan was to help patients make an easier transition when they were discharged from the hospital setting back into the community.”
The hospital’s environment was also praised following a recent refurbishment.
The report read: “We saw that care was delivered in a clean environment and patients’ own rooms were designed to be a safe homely setting.” Inspectors noted that patient equipment was fit for purpose and regularly maintained, while shared dining and lounge areas were clean and welcoming. Improvements to outdoor spaces were also recognised, including areas for patients to grow flowers and vegetables, outdoor dining, games and relaxation areas.
Inspectors also praised the compassionate relationships between staff and patients, stating: “We observed many examples of staff interacting positively with patients and other staff in a friendly and compassionate way with effective oversight from a supportive senior management team.”
Kerry-Anne Johnstone, Hospital Manager at Cygnet Wallace Hospital, said: “I’m absolutely delighted with this result and couldn’t be prouder of our team. Receiving Exceptional ratings across all three inspection domains is an incredible achievement and a reflection of the compassion, dedication and professionalism our colleagues show every day.
“What means the most to me is that the inspection recognised the positive culture we’ve built together and the relationships our staff have with the people we support. Seeing patients, families and inspectors acknowledge that is something we should all be incredibly proud of.
“This achievement belongs to every single member of the Wallace Hospital team. We’ll take time to celebrate together, but we’ll also continue striving to improve, working alongside our patients, families and partners to ensure we continue providing exceptional care.”