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Inspection Summary

Overall summary & rating


Updated 4 December 2019

About the service

Waterloo Care Services is a domiciliary care service providing care and support to people in their own homes. At the time of the inspection there were 37 people receiving personal care support.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

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

At the last inspection, we made some recommendations about staff recruitment and the quality assurance checks that were in place. At this inspection, we found improvements had been made in these areas.

There was inconsistency in some of the recording we saw in relation to risk assessments that had been completed for people. We found the risk to people’s safety was minimal as the steps that staff needed to manage the risk was included in the care plans. We have made a recommendation about this and will follow this up in the next planned inspection.

People using the service and their relatives did not have any concerns about safety, telling us they felt safe. New carers were vetted appropriately before they were recruited. People received their medicines as prescribed. Care workers followed appropriate infection control guidelines.

Care workers received a thorough induction and ongoing refresher training which meant they were able to carry out their roles effectively. The provider carried out supervisions and spot checks which helped to ensure care workers were competent. An assessment of needs was completed before people began to receive a service which meant their needs, including any assistance they needed with eating, drinking and their general health were met. People, and if appropriate their relatives were involved in planning and consenting to their care.

People told us care workers were friendly and caring, who supported them to maintain their independence and respected their privacy. People’s wishes about how they wanted to be cared for were included in the care records and the provider sought feedback from them to ensure their needs continued to be met and they were happy with the service.

Care plans were person centred and reflected people’s needs, they were reviewed on a regular basis. Where people had specific communication or end of life care needs these were included in care records. People and their relatives were encouraged to raise any concerns and any complaints received were investigated thoroughly.

The provider encouraged an open culture which included learning lessons from any complaints or incidents and accidents that had occurred. Quality assurance checks were in place to monitor the quality of service, these included feedback surveys from people and staff and mock CQC inspections. The provider worked with a number of local and national organisations to provide better outcomes for people.

Rating at last inspection

The last rating for this service was Requires Improvement (published 25 October 2018).

Why we inspected

This was a planned inspection based on the previous rating.

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.

For more details, please see the full report which is on the CQC website at

Inspection areas


Requires improvement

Updated 4 December 2019

The service was not always safe.



Updated 4 December 2019

The service was effective.



Updated 4 December 2019

The service was caring.



Updated 4 December 2019

The service was responsive.



Updated 4 December 2019

The service was wall-led.