Waterloo House

We rated this service under our previous methodology in July 2019 where it was inspected and rated as good overall. This inspection was undertaken as an aged rating, and we reviewed all 5 key questions. As part of our inspection, we spoke with people who used the service, relatives, care staff, a deputy manager, training and recruitment manager and the registered manager. We reviewed care plans, medication records, health and safety records and quality assurance records.

The registered manager was confident there were enough skilled and trained staff to deliver people’s care and support to them. Care records provided staff with relevant information to meet people’s needs safely and effectively. However, some required further information to make sure staff continued to provide consistent care. Staff completed records of the support they provided. Staff were alert to people’s changing needs and further support was provided from external health professionals when needed. Staff understood which services to call if people needed medical support or guidance.

Staff understood how to keep people safe and protected from poor practice. There was a consistent management structure within the service with defined roles and delegated responsibilities. The management team completed regular audits to assess the quality of the service. They checked people's care plans were completed and regularly reviewed and that medicines were administered safely by staff who continued to be competent to administer them. Some of those processes for checking quality of care, needed to be improved to ensure actions to improve standards were identified and addressed

There was a positive approach to learning at this home. The registered manager took our feedback as a learning opportunity to strengthen their processes. Training methods were reviewed and considered and more face to face and interactive training helped staff learn and refresh skills. Staff were positive about working at Waterloo House and staff felt supported by the provider and registered manager.