The Willows

This report from the Care Quality Commission provides an overview of The Willows care home following an inspection on January 8th and 9th, 2019. The inspection assessed the service against five key questions: Safe, Effective, Caring, Responsive, and Well-led, with the aim of ensuring residents receive high-quality care. The report highlights areas of strength and identifies opportunities for improvement.

On safety, residents are protected from harm and abuse, with staff demonstrating good knowledge of safeguarding procedures. Medicines are managed safely, and infection control practices are effective. While risk assessments are thorough and regularly reviewed, staff indicated that additional staffing would be beneficial, though they felt they could still provide care safely.

In terms of how effective the care is, the home has successfully addressed previous concerns regarding nurse training, ensuring all nursing staff receive necessary training and competency assessments. Residents are supported by well-trained staff, and the home adheres to the principles of the Mental Capacity Act. While training records are not always consolidated in one place, staff receive regular supervision.

The service is caring, with staff consistently showing kindness and taking time to reassure residents. While residents generally feel well looked after and their privacy and dignity are respected, staff can be very busy, sometimes limiting their ability to respond as quickly as preferred. Care plans are person-centred, reflecting individual needs and preferences.

Regarding responsiveness, the home provides personalised care that meets individual needs and preferences, with care plans regularly reviewed. Residents are supported sensitively at the end of their lives, with preferences recorded. The service has made some adaptations to the premises to better support individuals living with dementia.

The service was not always well-led. While the deputy manager is approachable and skilled, and governance systems are in place, there were instances where not all required notifications were submitted to the CQC. This indicates an area for development in administrative oversight.