- Care home
Willow Grange Nursing Home
Report from 22 February 2024 assessment
Contents
Ratings
Our view of the service
The assessment took place between 9 April to 1 May 2024 because we received concerns about the management and oversight of the service. Willow Grange Nursing Home is a care home providing personal and nursing care to up to 44 people. At the time of our assessment there were 33 people using the service. People received safe care. Staff were aware of risks to people’s safety and provided appropriate support. Safe medicines management processes were in place. Staff were now providing people with care in a dignified and respectful manner. Staff provided support in line with people’s individual preferences. Additional male staff had been recruited to ensure people’s preference as to the gender of staff supporting them was respected. Governance systems had been improved to ensure a regular and robust review of quality and safety across the service. The management team had made improvements to the service and were committed to continuous development. Staff attended regular training courses to ensure their knowledge and skills were up to date and care was delivered in line with best practice guidance. People told us they felt there were not enough staff and they were left waiting for assistance. Staffing levels had been increased recently and we observed people receiving prompt care and support. People felt their views were not taken into account in the development and delivery of the service. The management team told us they were aware that actions identified in previous surveys had not been acted upon. However, they had issued a new survey to collect information about what was currently important to people and their relatives, and this will be used to improve care delivery. We assessed 9 quality statements from the safe, caring and well-led key questions. The scores for these areas have been combined with scores based on the key question ratings from the last inspection. Our overall rating remains requires improvement.
People's experience of this service
People told us they received kind and compassionate care from staff who knew them well. They said staff were respectful of their individual preferences and protected their privacy and dignity. People felt safe receiving care from staff and received their medicines as prescribed. However, we also heard that people felt there were not enough staff and often they were left waiting for assistance. They felt their views were not always heard and they were not involved in the development and delivery of the service.