- Care home
Waxham House
We served two warning notice on Genix Care Limited on 12 May 2026 for failing to meet the regulations related to safe care and treatment, and good governance at Waxham House.
Assessment report published 20 May 2026
Contents
Ratings
Our view of the service
Date of assessment: 7 to 22 April 2026. This assessment was prompted due the length of time since the last assessment and in part due to concerns raised regarding not notifying appropriately. Since the last assessment the provider has changed.
The provider was in breach of 6 legal regulations related to person-centred care, consent to care and treatment, safe care and treatment, safeguarding, good governance, and safe and effective staffing.
The provider did not always ensure all potential risks to people were understood and managed. People’s care plans lacked guidance in relation to the potential risks associated with their diagnosed medical conditions. People’s records were not always up to date, complete or contemporaneous. Medicines were not always managed safely. Guidance was not always available to support staff with the safe management of medicines.
Where people lacked mental capacity to consent to their care and treatment, mental capacity assessments and best interest decisions had not been completed in accordance with the Mental Capacity Act 2005.
Risks associated with the environment had not always been safely managed. There was no robust oversight of delegated tasks in relation to environmental risks. Systems to ensure that staff received all training relevant to their role were not effective. The provider failed to ensure recruitment processes were operated effectively and staff were employed in line with regulatory requirements.
The provider failed to operate effective checks of care quality and safety. The provider’s governance processes did not identify the issues we found during this assessment. Quality assurance systems and processes were not effectively implemented to ensure safety and drive improvement.
We have asked the provider for an action plan in response to concerns found at this assessment in relation to person centred care, need for consent, safeguarding, and safe and effective staffing.
In instances where CQC has begun a process of regulatory action, we may publish this information on our website after any representations and/or appeals have been concluded, if the action has been taken forward.
People's experience of this service
During this assessment, we received feedback from 10 people who use the service. There were 20 people living or staying there.
We received positive feedback from people in relation to the new provider and the opportunities they had to access the community. Comments included, “[I have] recently been to the shop and bought clothes for myself and makeup, had a lovely time.” Another person told us they had been for coffee and to the local shops; they stated, “I want to do that every week.”
Other feedback included, “I like to spend time in the garden when I can and feel really lucky to enjoy such nice surroundings, I feel well looked after” and “[I] feel so lucky to be cared for by the staff.”
Where people were living with dementia, we used observations to help us assess the quality of care people received. These included the environment not always reflecting best practice to support people with orientation around the home.