Sir Aubrey Ward House, which provides accommodation and care for adults living with dementia, was assessed by the regulator between August 10 and August 26 this year, 2026. The home was supporting 53 people at the time of the inspection.
The CQC lists Sir Aubrey Ward House, which is located on Prospect Road, as being provided and run by The Freemantle Trust.
The assessment was carried out after the CQC received anonymous allegations of poor care and abuse by staff.
However, inspectors said they found no evidence to substantiate allegations of abuse by staff, although they did identify shortfalls in the care being delivered.
The service was rated requires improvement overall, with the same rating awarded for its safe, effective and well-led categories. It was rated good for both caring and responsive.
The CQC said the service was in breach of regulations relating to safe care and treatment, safeguarding, good governance, and the notification of other incidents.
A spokesperson for the care home said they were aware of the findings raised in the Care Quality Commission’s latest report on Sir Aubrey Ward House in Marlow and had already begun making changes in key areas.
They said: “We are aware of the findings raised in the most recent CQC report for Sir Aubrey Ward House in Marlow and have already taken steps to make changes in key areas, which includes recruiting a new home manager who is now in post.”
Inspectors found the service did not always have a positive learning culture and said incidents, accidents and adverse events had not always been reported accurately or formally.
The report also highlighted that infection prevention and control (IPC) measures required improvement, including the cleanliness of the environment.
Concerns relating to medicine management were also raised.
The CQC said people and their relatives were not always involved in reviewing care or monitoring outcomes. It also found the home’s systems and processes had failed to identify many of the issues highlighted during the inspection.
Inspectors said leaders did not always demonstrate a proactive approach to monitoring people’s safety and the quality of the service.
Despite the concerns, the report noted positive feedback from residents, relatives and staff.
The CQC said staff consistently demonstrated a caring and person-centred approach and spoke positively about the home’s new management team.
It also noted that staff supported people to access local healthcare services and knew people well. Also highlighted was that the newly registered manager and newly recruited home manager were responsive to feedback during the inspection.
The CQC spoke to service users and their relatives, with people expressing general satisfaction with their care.
The report reads: “People confirmed staff treated them with dignity and respect.
“People complimented the food, activities on offer, and the environment.”
Comments listed included “There are snacks that you can have at any time,” “There is a lovely garden to sit in,” and “I am very happy here”.
Positive feedback was also given about the staff, and the activities on offer.
One person said: “I am very happy that [Person] is there. My mind is at ease. They are just so nice, caring, and happy.”
The report also notes that people and their relatives confirmed they had a good relationship with management and staff within the service.
The regulator has asked the provider to submit an action plan addressing the concerns identified.
A spokesperson for Aubrey Ward House said: “We look forward to working with our dedicated colleagues and key partners to implement improvements as highlighted by the CQC.”