The Care Quality Commission
  • Care Home
  • Care home

Archived: The Willows

3 Lily Close, New Road, Rainham, Essex, RM13 9FF (01708) 631285

Provided and run by:
TMP Care Limited

All Inspections

27 December 2013

During a routine inspection

One person using the service told us that "This house is great. The staff here are good friends." One relative of someone using the service told us that staff "do their very best and go way past what they are required to do."

People were asked for their consent before any care was provided. People who used the service, their representatives and staff were asked for their views about their care and they were acted on. Procedures were in place to enable people to make their views known through verbal and non-verbal communication.

Care plans were made and regularly reviewed. These assessed people's physical and emotional needs as well as their lifestyle preferences. The care plans identified any potential risks to each person and there were written protocols on ways to minimise that risk, which the staff were following.

The provider liaised with other health and social care providers to ensure that the people using the service received appropriate care and treatment as and when they needed it. The provider actively sought additional expert medical advice and made efforts to review and co-ordinate people's care across different health care providers.

People were cared for, or supported by, suitably qualified, skilled and experienced staff. There were effective recruitment processes in place and plans for supporting staff to obtain and maintain additional health and care qualifications.

25 February 2013

During a routine inspection

There were four people living at the home at the time of this inspection. We spoke with staff and relatives of people who use the service, and viewed comments from questionnaires completed by other professionals. We were unable to speak with people who use the service.

Staff we spoke with told us that 'it's very nice working here, homely environment that is 'furnished well.' Staff feel supported and said that the manager made time for them when they asked for support.

A relative we spoke with told us, 'this home is 300 percent better than where they were before.' They also said 'the home has a, family atmosphere, staff are welcome, engaging and friendly'.

1 December 2011

During a routine inspection

During our visit we were not able to hold a conversation with everybody who used the service. We viewed one person's experience through observation.

People with whom we spoke told us that they were happy living at The Willows, the manager and staff were very kind, helpful and caring and the food was good. One person told us "I love living here, I love my room; it was decorated in my favourite colour." We were told that staff always listened and were always helpful.

During our visit we spoke with a family member visiting their relative who was using the service. They told us that they visited two or three times every week, they were always welcomed by the management and staff. They also said that the people living in the home and the staff were like an extension of the family. They told us that the manager and staff were transparent and open and always involved them in their relative's care. The family member told us that their relative loved the home and the staff and did not want to come home for Christmas. They said that although this decision was disappointing it was at the same time very reassuring and that they took this to be a tribute to the 'wonderful care provided by wonderful people.'

One person with whom we spoke was fully aware of the contents of their care and support plan. They spoke enthusiastically about the various activities they participated in including swimming four times a week and a weekly visit to the pub.