- Care home
The Amwell
Assessment report published 24 March 2026
Contents
Ratings
Our view of the service
Dates of assessment 26 to 30 January 2026.
The Amwell is a ‘care home’ without nursing for up to 88 older persons living with physical disabilities and conditions such as dementia. At the time of the assessment, 36 people were living at the service. People in care homes receive accommodation and personal care as a single package under one contractual agreement. CQC regulates both the premises, and the care provided. Both were looked at during this assessment.
This assessment was carried out to follow up on previous breaches of legal regulations relating to; person-centred care, consent to care, safe care and treatment, nutrition and hydration, and good governance.
At this assessment some improvements had been made, and the provider was no longer in breach of the legal regulations relating to; person-centred care, consent to care, and nutrition and hydration. However, not enough improvements had been made therefore the provider remain in breach of the legal regulations relating to safe care and treatment and good governance.
People had care plans in place which documented their care and support needs. However, improvements were required in relation to guidance for staff when people showed signs of distress.
Medicines were not always managed safely and as prescribed. Governance systems, such as audits, had not been effective in relation to the oversight of medicines.
Clear roles and responsibilities had not been established within the senior staff and team leader roles to ensure consistency and effective communication amongst the staff team and management.
Accidents and incidents were monitored, and action taken to mitigate risks to people. However, work remained ongoing in relation to ensuring observations of people following a fall were completed in line with the provider’s protocols to ensure peoples’ safety.
Staff protected people from all forms of abuse and were confident the manager would take action to address and resolve any safety concerns they raised.
Staff provided positive feedback on leaders and the recent changes that had been made to the service. Feedback from visiting professionals was mixed. While improvements were noted they highlighted further improvements were required regarding communication across the staff team to fully respond to people’s changing needs.
Observations evidenced staff were kind and caring, and feedback from relatives was mostly positive. People had access to activities, although improvements were required to ensure those who wished to remain in their rooms or were unable to leave their rooms were able to engage in meaningful activities. The home environment and equipment used were now consistently maintained and cleaned to a high standard.
Deprivation of Liberty Safeguards (DoLS) were in place as required, and renewal dates of authorisations were monitored.
We discussed our concerns with the provider and management of the service and action was taken to address concerns either during the assessment or continued afterwards.
This service had been in Special Measures since December 2024. The provider demonstrated some improvements had been made. The service is no longer rated as inadequate overall, or in any of the key questions and, therefore, the service is no longer in Special Measures.
In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/ or appeals have been concluded.
People's experience of this service
Feedback from people and relatives had improved significantly since the last assessment. People told us they felt safe, and they were cared for by kind and compassionate staff. Comments included, “I’m very safe, they [staff] are always popping in to see I’m alright. They do care, no faults in that respect” and “They [staff] treat me cheerfully and friendly, they are all very good.”
Feedback on access to social activities was mixed, indicating that while some opportunities were available, further development in this area could enhance people’s overall experience.
Family and friends were welcomed and encouraged to visit, and there were regular opportunities for people and their relatives to engage directly with leaders. One relative told us, “I’ve never raised any concerns. I would raise it with someone on the floor if necessary.”
However, whilst people were positive about the support they received we did identify some concerns and there were areas where people’s care and support needing improvement.