CQC report explained · a residential care home
What the CQC found at Waterloo House Care Home Limited
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors were assured that the home was preventing and managing infection risks. They found safe visiting arrangements, effective use of protective equipment, testing arrangements, and clean premises.
- Effective?
- Good
- This area was not assessed in this targeted inspection.
- Caring?
- Good
- This area was not assessed in this targeted inspection.
- Responsive?
- Good
- This area was not assessed in this targeted inspection.
- Well-led?
- Good
- This area was not assessed in this targeted inspection.
What inspectors found, February 2021
Inspected but not rated; inspectors found good infection control and safe visiting arrangements during the COVID-19 pandemic.
This was an announced, targeted inspection on 18 February 2021. Inspectors looked at infection prevention and control measures, including the provider’s policies and audit records.
The home had arrangements for safe visiting. Visitors booked in advance, used a room with a Perspex screen, completed a health questionnaire and lateral flow test, had their temperature taken, and were given personal protective equipment.
Staff were observed using protective equipment safely. Staff had received training about COVID-19 and protective equipment. The home was visibly clean, and cleaning schedules were in use.
The service was inspected but not rated. This was not a full inspection of all areas of care, so the report does not give an overall Good or Requires Improvement rating.
Safe visiting
Visitors had to book in advance and use a designated room with a Perspex screen. They also completed health checks and were given protective equipment.
“A process was in place to support safe visiting to the home.” from the report
Staff training
All staff had training on COVID-19 and on how to use protective equipment safely. The registered manager checked staff practice.
“Internal training had been provided to all staff including how to wear, put on and take off PPE safely.” from the report
Protective equipment
Inspectors saw staff wearing masks, gloves and aprons, and disposing of used items safely.
“Staff were observed wearing PPE including, face masks, gloves and aprons and disposing of used items safely in clinical waste bins.” from the report
Clean premises
The home was visibly clean and had no bad smell. Cleaning schedules were being completed.
“The home was visibly clean with no mal odour.” from the report
Inspectors raised no specific concerns in this report.
- 01How are visitors currently booked in and screened before entering the home?
- 02How are staff trained and checked on putting on, wearing and removing protective equipment?
- 03How often are cleaning schedules completed and checked?
- 04How does the home arrange testing for residents and staff?
- 05What were the findings of the infection prevention and control audits sent to inspectors?
This was a targeted inspection of infection prevention and control measures only; the service was inspected but not rated and the other care areas were not assessed. This explanation was written from the published report of 26 February 2021 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, January 2019
Rated Good; inspectors found kind, safe care, with some records and building issues to keep under review.
This was an unannounced, planned comprehensive inspection on 4 December 2018. Inspectors spoke with people living in the home, relatives and staff. They also reviewed care plans, staff files, medicines, health records, audits and training, and observed care.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found people were treated kindly and with respect. Care plans were detailed, medicines were correctly given, and staff had suitable training.
There were some areas to improve. Equipment certificates were mostly out of date when first checked, medicine rounds could take a long time, and the building had limited space. Some records and information about end of life arrangements were not as personalised as they could be.
The overall Good rating stayed the same as at the previous inspection. The report says there was no evidence of serious risks or concerns.
Kind and respectful care
Staff were observed to be patient and caring. They noticed when people needed help and supported personal care discreetly.
“We observed staff to be kind, caring and patient.” from the report
Personalised care
Care plans described people's needs, preferences, health information and allergies. Staff understood how to support each person.
“There were many aspects of people's care that was personalised such as a one-page profiles of 'need to know information' about likes, dislikes, needs, health and allergies.” from the report
Activities and engagement
People could choose from a range of activities and were free not to take part. Inspectors saw music and visiting animals helping people to engage.
“There was a lively, fun atmosphere because of these activities.” from the report
Strong management and oversight
The manager had clear plans and used detailed audits to monitor the home and make improvements. Staff said they worked well together.
“Quality audits took place very regularly and were very detailed and robust.” from the report
End of life care
Relatives gave especially positive feedback about the care provided at the end of people's lives. Inspectors found examples of personalised and caring support.
“Nonetheless, the service had a lot of good practice when supporting people with end of life care.” from the report
Equipment records
needs fixingEquipment servicing and safety certificates were mostly out of date when inspectors first saw them. The manager later provided current certificates or evidence that maintenance had been booked.
“Equipment servicing and safety certificates seen were mostly out of date.” from the report
Medicine round timing
needs fixingThe morning medicine round took a long time on the inspection day. The manager said this was not usual and would monitor it.
“On the day of the inspection, morning medicine administration took a long time which could affect people if they needed medication again at lunchtime.” from the report
Limited space
minorThe building's limited space created some compatibility issues and affected the space available for interests and visitors. The manager agreed to review the layout.
“Limitations of the building space meant that there were some compatibility issues about the premises and the impact on people” from the report
Dementia-friendly environment
minorThere was little environmental information to help people living with dementia find their way around. The manager said there were plans to improve the décor and environment.
“There was not a lot else to help people with dementia to orientate.” from the report
Some records needed more detail
minorDaily notes were sometimes task-focused, and the form about arrangements after someone's death was brief rather than personalised. The manager agreed to review both areas.
“The assessment form used by the service asked for brief details about the arrangements in place for someone's death, this was not personalised or detailed.” from the report
- 01What has changed since the inspection to make sure equipment servicing certificates are always current?
- 02How do you monitor the time taken for medicine rounds, and what happens if a round is delayed?
- 03What improvements have been made to the layout and available space for people with different needs?
- 04What changes have been made to help people living with dementia orientate around the home?
- 05How are daily care notes and end of life plans made personal to each resident?
This was an unannounced, planned comprehensive inspection covering all five key questions, and all five ratings remained Good. This explanation was written from the published report of 5 January 2019 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Waterloo House Care Home Limited
2 rated inspections over 3 years: the service has held its Good rating throughout.
- February 2021Inspected but not ratedcurrent ratingSafe: Inspected but not rated
Read what inspectors found at Waterloo House Care Home Limited →
- January 2019Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
Read what inspectors found at Waterloo House Care Home Limited →
- March 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- May 2014
Report published without a new overall rating.
- June 2013
Report published without a new overall rating.
- November 2012
Report published without a new overall rating.
- February 2012
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 27 January 2011.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
Weigh the report against the rest
Fees, photos and reviews from families
How to read CQC ratings and reports
What to check when you visit
88 live-in carers within about an hour of Bedford
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £980 to £1,260 a week. 76 can care for a couple. 12 years' experience on average.
“We can all fully relax around Nyarai and she feels like part of our family, which is no mean feat!”
“She handled the new situation in front of her with such professionalism and I felt I could trust her 100%.”
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.