Background to this inspection
Updated
1 August 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was conducted by two inspectors on the first day and one inspector and an expert by experience [ExE] on the second day. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service. The ExE had experience of care for older people and those living with dementia.
Service and service type
Willow Tree Lodge is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
This inspection was unannounced.
What we did before inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from professionals who work with the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with seven people who used the service and three relatives about their experience of the care provided. We spoke with ten members of staff including the provider, registered manager, assistant manager, senior care workers, care workers and the chef. The nominated individual was also the provider and is responsible for supervising the management of the service.
We spoke with two external healthcare professionals who were visiting the home. We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We looked at training data and quality assurance records.
Updated
1 August 2019
About the service
Willow Tree Lodge is a care home for older people, some of whom were living with a dementia related condition. They provide personal care for up to 30 people aged 65 and over. At the time of the inspection there were 27 people living in the home.
People’s experience of using this service and what we found
There were enough staff available to support people. The environment was clean and homely, and people had access to appropriate equipment where needed, which meant people were safe from harm. Quality assurance processes were robust and risks to people and the environment were managed safely. Medicines were administered safely and as prescribed. Records confirmed people received their medications as prescribed and audits were completed to ensure that systems were followed.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff had received appropriate training and support to enable them to carry out their role safely. They received regular supervision to help develop their skills and support them in their role. The home was decorated in homely way and people's bedrooms were highly personalised. People were encouraged to bring things with them to make them more comfortable.
The registered manager and staff provided a family orientated and homely environment for people. Staff had developed very positive relationships with people and knew them well. People, their relatives and external health and social care professionals overwhelmingly told us that the staff were caring and supported them to feel included. One person said, “The staff are the best I have ever come across. They always have time for me.” People were offered choices. For example, in the meals and drinks they were offered. Staff respected people's rights to privacy and dignity.
People and their families were involved in the development of personalised care plans that were reviewed regularly. People were offered and took part in a range of meaningful activities. Staff used positive communication techniques with people so that they felt listened to and valued according to their individual needs. The home supported people to receive appropriate end of life care. There was a complaints process that people could follow if they needed to. However, people, their families and external professionals were all very positive about the service provided.
The provider and registered manager had robust systems and processes to monitor quality within the home. The registered manager understood their regulatory responsibilities and shared information with stakeholders in a timely way. People, their families, staff and external professionals all told us that the registered manager and provider were very supportive, and the home was well led.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published 16 November 2016).
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.