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Inspection Summary

Overall summary & rating


Updated 18 December 2019

About the service

Ambassador house is a residential care home providing personal care to 17 people aged 65 and over at the time of the inspection. The service can support up to 25 people.

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

The registered manager and the provider’s auditing systems used to test the quality of the service were not always effective at identifying shortfalls and areas which needed to be improved upon. Although, the standard of care and the accommodation had improved following the last two inspections.

People looked happy and appeared to enjoy their time at Ambassador House. People’s relatives told us there had been real improvements since the new manager started. They believed that their relatives were happy, safe and well cared for.

There were various safety checks which were taking place to promote people’s safety at the home. Staff were aware of what potential harm and abuse could look like. A recent concern had been addressed quickly and appropriate action had been taken by the registered manager. There was enough staff to meet people's needs.

Staff felt supported by the registered manager. They also spoke positively of the training they received. Staff told us the registered manager responded quickly and encouragingly to their requests of more training opportunities. Although, some new staff needed more support to learn how to do their jobs well.

People told us, and people appeared to enjoy the food and drinks provided. Snacks and drinks were encouraged throughout the day. People’s cultural diets were catered for and people were offered their favourite foods. Staff supported people in a respectful and safe way when they needed assistance to eat.

Health professionals were contacted when people were unwell and needed specialist input. Plans were in place to promote good oral care. People who were most at risk of experiencing a breakdown to their skin, did not have any pressure damage to their skin. Relatives believed their loved ones were kept healthy due to the actions of the staff and the registered manager.

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.

Staff treated people in a kind and caring way. People’s privacy was protected by staff. The registered manager had ensured people had care assessments and plans which promoted people’s safety. People’s interests were encouraged at the home. Various events and entertainment was taking place on a routine basis. There was an upbeat social atmosphere to the home.

The registered manager was present and about the home. Staff and relatives spoke positively of the registered manager and the difference they had made to the home.

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 overall (published 5 December 2018) The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection enough, improvement had been made and the provider was no longer in breach of regulations.

Why we inspected

This was a planned inspection based on the previous rating.

Inspection areas



Updated 18 December 2019

The service was safe.

Details are in our safe findings below.



Updated 18 December 2019

The service was effective.

Details are in our effective findings below.



Updated 18 December 2019

The service was caring.

Details are in our caring findings below.



Updated 18 December 2019

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 18 December 2019

The service was not always well-led.

Details are in our well-Led findings below.