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Waterloo House Rest Home Limited Good

The provider of this service changed - see old profile

Inspection Summary

Overall summary & rating


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

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

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.

Inspection areas



Updated 7 August 2020

The service was safe.

Details are in our safe findings below.


Requires improvement

Updated 7 August 2020



Updated 7 August 2020



Updated 7 August 2020



Updated 7 August 2020

The service was well-led.

Details are in our well-led findings below.