The Willows

Updated 21 January 2022

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

We received information of concern about infection prevention and control and visiting arrangements at this service. This was a targeted inspection looking at the infection prevention and control measures the provider has in place. We also asked the provider about any staffing pressures the service was experiencing and whether this was having an impact on the service.

This inspection took place on 12 January 2022 and was unannounced.

Updated 21 January 2022

About the service

The Willows is a residential care home which can provide personal care to 21 people. At the time of the inspection there were 20 people living in the home.

People’s experience of using this service and what we found

People told us they felt safe at The Willows. Any risks were identified and well managed. Staff understood safeguarding procedures. They were encouraged to report concerns and issues reported were investigated appropriately. There were good systems to ensure staff were safely recruited, and a high ratio of staff to people. Staff were vigilant and responded promptly to people’s needs. They were attentive to people’s health needs and diligent when administering medicines. Regular checks ensured the premises were clean and provided a safe environment.

The service worked within legislative guidelines. Staff were well trained and pre-assessments and reviews ensured they could meet the needs of the people who lived at The Willows. People told us that they enjoyed the food and we saw there was a plentiful supply of snacks and drinks offered throughout the day. People told us they were offered choices. Where people lacked capacity, assessments ensured that any restrictions placed on people were in their best interests and the least restrictive option. People told us that the staff were mindful of their dietary needs and that they liked the food provided.

People were supported by kind and caring staff who took care in their interactions and knew people’s needs and preferences. They communicated easily and comfortably with people and their families, which helped create a pleasant atmosphere.

Good care records and progress notes addressed individual needs and wishes and tracked any changes in need. People told us that they had enough to do and we saw that there was a good range of activity on offer. When people raised issues, their complaints were properly investigated.

The provider maintained a good oversight of the service which was well led by a management team who were involved in the day to day running of the service. They had built an open and welcoming service where people felt happy with the quality of their support. There was excellent communication with people and relatives on a regular basis, and people felt that they could influence how their care was delivered.

For more details, please see the full report which is on the CQC website at

www.cqc.org.uk

Rating at last inspection

This service was registered with us on 06/11/2018 and this is the first inspection.

Why we inspected

This was a planned inspection based on our current methodology.

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.