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We are carrying out a review of quality at The Amwell. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary

Overall summary & rating


Updated 22 January 2021

About the service

The Amwell is a residential care home providing personal care to 51 people aged 65 and over at the time of the inspection. The service can support up to 88 people.

The Amwell accommodates people in one adapted building split into four floors. At the time of inspection three floors were being used. Each person has their own bedroom with an en-suite bathroom. On each floor there is a shared lounge, dining room with a kitchenette area and bathroom. There is a communal garden, bistro, gym, cinema and salon/spa area for people to access.

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

People were not always safe. At the time of inspection, a COVID-19 outbreak was affecting two of the three floors. Infection prevention and control practices continued to be poor at the service, and staff failed to use Personal Protective Equipment (PPE) in accordance with national government guidance.

People were not always protected from the risk of harm and abuse. Care plans did not reflect people’s needs and risk assessments did not identify or provide guidance on how to mitigate areas of risk.

People did not always receive their medicines safely.

People were not always supported by adequate staffing levels. Staff did not always have the necessary training and experience to safely provide the care people required.

The service was not well-led. The management team had undergone changes but still did not have oversight or awareness of concerns, risks and incidents that had taken place across the service. Quality assurances and processes were not always robust or effective at identifying areas of concern, and improvements to the service were not always made.

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 Inadequate (published 10 September 2020).

Following this inspection the service was placed in special measures. We imposed conditions on the provider's registration in August 2020 as they were in breach of the regulations. The provider completed an action plan after this last inspection to show us how they would meet these conditions. A monthly report was sent to CQC detailing progress on medicine administration and auditing processes, staffing levels and review of care plans and equipment. At this inspection not enough improvement had been made or sustained by the provider, therefore the service was still in breach of regulations. The service retains an Inadequate rating.

At this inspection enough improvement had not been made and the provider was still in breach of regulations.

Why we inspected

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

We received concerns in relation to the COVID-19 outbreak and whistle blowing concerns about neglect and staff failing to use equipment people had been assessed as needing. As a result, we undertook a focused inspection to review the key questions of Safe and Well-led only.

We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.

The overall rating for the service has remained Inadequate. 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 The Amwell on our website at


We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-

Inspection areas



Updated 22 January 2021

The service was not safe.



Updated 22 January 2021



Updated 22 January 2021



Updated 22 January 2021



Updated 22 January 2021

The service was not well-led.