Background to this inspection
Updated
7 August 2020
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
This inspection was carried out by one inspector.
Service and service type
Waterloo House Rest Home Ltd is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave a very short period notice of one hour before the inspection. This supported the home and us to manage any potential risks associated with coronavirus.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and health professionals who work with the service. We used all of this information to plan our inspection.The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with one person and contacted another by telephone about their experience of the care provided. We spoke with five relatives by telephone. During the visit we spoke with the registered manager, assistant manager and practice improvement lead. We contacted nine other staff by telephone for their views.
We reviewed a range of records. This included multiple medicine and risk assessment records. We looked at staff rotas and a variety of records relating to the management of the service.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records.
Updated
7 August 2020
About the service
Waterloo House is a residential care home providing personal care to 40 people aged 65 and over. At the time of this inspection there were 36 people living there, some of whom were living with dementia.
People’s experience of using this service and what we found
People said they were very happy at this home and had many positive comments about the “lovely” staff. Relatives praised the caring and kind staff who made the home a friendly, welcoming place.
All the people and relatives we spoke with felt the home was safe and comfortable.
Medicines were now managed in a safe way and there were systems to check this continued. Risks to people’s health and safety were assessed and minimised.
There were enough staff to make sure people received care and support whenever they needed it.
Staff followed national guidelines to prevent the spread of infection and to make sure the home was hygienically clean.
People were supported to have maximum choice and control of their lives and staff assisted them in the least restrictive way possible and in their best interests; the policies and systems in the service upheld this practice.
People said the home was well-run. They said the registered manager and staff were “very approachable” and “lovely to talk to”. People said they could raise suggestions and felt “listened to”.
The management team and staff were open, approachable and supportive. Relatives and staff said the management team had made significant improvements in the home. The provider and registered manager expressed their commitment to continuous improvement of the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was requires improvement (published 1 May 2019) and there was a breach of regulation 12 (safe care and treatment). The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulation.
Why we inspected
We undertook this focused inspection to check the provider had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the key questions Safe and Well-led which contain those requirements. The ratings from the previous comprehensive inspection for those key questions not looked at on this occasion were used in calculating the overall rating at this inspection. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Waterloo House Rest Home Ltd on our website at www.cqc.org.uk.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.