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Waterloo Care Home Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 25 July 2019

About the service

Waterloo Care Home is a residential care home providing accommodation and personal care to 33 people aged 65 and over at the time of the inspection. The service can support up to 36 people and provides care to some people living with dementia. Accommodation is provided in one two storey building.

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

Records relating to risks to people had not always been completed or updated. Examples included risks associated with using an open staircase or reviewing risks following a change in a person’s health. We found no evidence that people had been harmed. However, audits had not identified that people’s records were not always accurate or complete.

People were supported by staff who had been trained to recognise signs of abuse and understood their role in reporting concerns. Staff had been recruited safely, including criminal record checks to ensure they were suitable to work with vulnerable people. Staffing levels met people’s needs. People were protected from preventable infections as staff had been trained in infection control procedures. People had their medicines administered safely. Staff understood the actions needed should they identify a medicine error.

Assessments had been completed prior to a person living at Waterloo which captured the persons care needs, lifestyle choices and any equipment required. Staff had received an induction and on-going training and support which enabled them to carry out their roles. People had their eating and drinking needs met; meals were well balanced and met people’s cultural requirements.

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.

There was limited signage to aid people living with a dementia orientate themselves around the home. Colour choices for furniture could make it difficult for people with visual or cognitive impairments to safely navigate to a chair. We recommended the provider consider professional guidance for dementia friendly care home environments.

People and their families spoke positively about the staff team describing them as kind and caring. People had their privacy, dignity and independence respected. People had their communication needs understood by the staff. This meant people were able to be involved in day to day decisions about their care. A complaints process was in place that people felt if they used would be listened to and actions taken.

People received person centred care by staff who were knowledgeable about their past histories, people close to them, hobbies and interests. People were actively supported to follow their interests and be part of their local community.

The culture of the service was open and transparent. People, their families and the staff team had opportunities to be involved in developing the service. Legal requirements to report information to CQC and other statutory bodies had been met.

We have found evidence that the provider needs to make improvements. Please see the ‘Safe’ and ‘Well Led’ sections of this full report.

You can see what action we have asked the provider to take at the end of this full report.

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

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas


Requires improvement

Updated 25 July 2019

The service was not always safe.

Details are in our safe findings below.



Updated 25 July 2019

The service was effective.

Details are in our effective findings below.



Updated 25 July 2019

The service was caring.

Details are in our caring findings below.



Updated 25 July 2019

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 25 July 2019

The service was not always well-led.

Details are in our well-Led findings below.