Archived: The Willows Residential Home

Below is a summary of what we found. The summary describes what we observed, the records we looked at and what people who used the service, their relatives and the staff told us.

If you want to see the evidence that supports our summary please read the full report.

Is the service safe?

People told us they felt safe and secure.

The staff that we spoke to understood the procedures they needed to follow to ensure that people were safe. They were able to describe the different ways that people might experience abuse and the correct steps to take if they were concerned that abuse had taken place.

People received a consistent and safe level of support.

The provider and staff understood their responsibilities under the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards (DoLS). Although no DoLS applications had been made, staff were able to describe the circumstances when an application should be made and knew how to submit one.

Is the service effective?

People had an individual care plan which set out their care needs. People told us they had been fully involved in the assessment of their health and care needs. One person said, 'They involve me in what is going on here, a relative told us 'I was involved in the making of the care plan and I have read it. They also said 'staff keep me informed '.

People had access to a range of health care professionals some of which visited the home. This meant that people were sure that their individual care needs and wishes were known and planned for and that they had the equipment they needed to meet their individual needs.

Is the service caring?

People were supported by kind and attentive staff. We saw that care workers showed patience and gave encouragement when supporting people. People commented, 'Yes, I am looked after here. The girls are very kind and nothing is to much trouble, they know me and what I like' Another person said 'It is excellent here I could be better looked after.

People who used the service, their relatives, friends and other professionals involved with the service were recently sent an annual satisfaction survey by the manager to be completed. We looked these and saw comment such as 'The home and staff have are very welcoming, the service is very good, we are very pleased and my X also comments on how good the is'. Another survey said 'I find the staff very competent and feel that my X is well looked after by all the staff. The home is friendly and makes me welcome'.

Is the service responsive?

People completed a range of activities in and outside the service regularly.

People knew how to make a complaint if they were unhappy. We saw that the provider had a complaint system in place. A relative commented 'If I have any concerns, I would talk to the manager' and 'I have no complaints and never have had, all the staff are so kind'. A relative told us 'If I am not happy, I can talk to the home manager, or I would contact my care manager or contact CQC.

Is the service well-led?

The service has a quality assurance system, That included asking people who lived in the home fro their views. Records seen by us showed that identified shortfalls were addressed promptly. As a result the quality of the service was continuingly improving.

Staff spoken with were clear about their roles and responsibilities. Staff had a good understanding of the quality assurance processes were in place. This helped to ensure that people received a good quality service at all times. Staff also said that they felt supported by the manager and their open door policy meant staff were able to ask if they were unclear about anything.

People who used the service told us that they were happy with the service provided. They said that the staff were good to them and they were happy living there. One person told us 'I am looked after here; the staff are lovely nothing is too much trouble.'

People were asked for their consent before any care or treatment was given.

Care records showed that the people were supported with their care in a way that was individual and in accordance with their wishes. The care records reflected the health and personal care that people needed, and was appropriately checked and agreed with people or their next of kin.

Medications were handled appropriately and people who used the service had their medicines given to them in a safe way.

We found that staff training had not been kept up to date and staff supervision had not taken place on a regular basis. Most staff had been given the opportunity to develop within their job role by undertaking vocational qualifications.

We found that people's concerns were listened to, and action was taken to address any issues identified.

During this inspection we found that people were treated with respect and involved in decisions about their care and daily activities. People's individual care and welfare needs were met in line with their choices.

People enjoyed the meals and were provided with a choice of drinks and nutritious food.

People could be confident that their were robust recruitment procedures in place to make sure staff were suitable. People's views were taken into account in the way in which the home was run.