New Willow House

New Willow House provides short-stay respite care for adults with learning disabilities. This report covers the findings of the CQC inspection on 21 February 2018, which assessed how safe, effective, caring, responsive, and well-led the service is. The inspection involved speaking with relatives, staff, and management, as well as reviewing relevant records. Overall, the inspection found the service to be meeting its regulatory requirements.

Regarding safety, relatives expressed confidence in the staff's ability to keep their loved ones safe, noting that robust systems were in place to protect individuals from harm. Medicines were administered safely, and any identified risks to health and well-being were properly managed through risk assessments and the involvement of health and social care professionals. Staff training in safeguarding and the use of a whistleblowing policy further supported the safety of residents.

In terms of how effective the care is, staff demonstrated a good understanding of their responsibilities under the Mental Capacity Act and Deprivation of Liberty Safeguards, ensuring individuals' rights were protected. People were supported to maintain a nutritious diet according to their needs and preferences, with detailed care plans guiding staff. The induction, training, and supervision provided to staff ensured they had the necessary knowledge and support to deliver effective care.

On the caring aspect, relatives consistently described the staff as kind and helpful, contributing to a warm and welcoming atmosphere. The inspection observed relaxed and easy relationships between staff and residents, highlighting a person-centred approach where individual preferences and choices were respected. Staff were seen to be patient and treated residents with dignity, fostering a sense of comfort and happiness.

The service proved to be responsive to the needs of its residents. A clear complaints procedure was in place, and concerns were addressed in a timely and thorough manner, with a focus on service improvement. Residents were supported to engage in community and individual activities as they preferred, and care plans were regularly reviewed to reflect changing needs, ensuring they contained sufficient detail for staff to deliver appropriate care.

Finally, the service was found to be well-led. Systems were in place to monitor the quality of care provision through regular audits and feedback mechanisms from residents and their relatives. Policies and procedures were kept up-to-date, and both staff and relatives felt supported and able to approach management with any concerns. The service's development aligned with best practice guidance, promoting choice, independence, and inclusion for individuals with learning disabilities.