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Inspection Summary

Overall summary & rating


Updated 12 April 2019

About the service: Willow House is a residential care home. It provides accommodation and personal care for up to 30 older people some of whom may be living with dementia or have a physical frailty. At the time of the inspection there were 25 people living at the home.

People’s experience of using this service: People told us they were happy living at Willow House, they felt safe and well cared for. Staff were seen to be kind, caring and knew people and their relatives well.

Relatives and staff told us the home had improved since the last inspection, which they attributed to the new management team and spoke positively about the changes that had taken place.

We found improvements had been made with regards to the safety, effectiveness and management of the home. However, time was needed time to fully embed those changes and show sustained improvement.

The registered manager was aware of their responsibilities under the duty of candour, that is, their duty to be honest and open about any accident or incident that had caused, or placed a person at risk of harm. However, we noted the home had been slow to tell us (CQC) about specific events which they were legally required to do.

People received their prescribed medicines on time and in a safe way. However, where people had been prescribed medicines they only needed to take occasionally guidance provided to staff was not always clear. We have made a recommendation in relation to medicines.

People were supported to have maximum choice and control of their lives; however, we have recommended the registered manager reviews all documentation in relation to the recording of best interests decisions.

People received a service that was safe. The registered manager and staff understood their role and responsibilities to keep people safe from harm, protect people from discrimination and ensure people's rights were protected.

Risks had been appropriately assessed and staff had been provided with information on how to support people safely.

People, along with family members were encouraged to share their views about the care people received through regular reviews and meetings.

There were sufficient numbers of staff employed to ensure people’s needs were met. Staff had time to sit and engage people in conversation and to support people’s involvement in social activities.

Recruitment practices were safe and staff were well-trained.

The home was clean, well maintained and people were protected from the risk and/or spread of infection as staff had access to personal protective equipment (PPE).

Rating at last inspection: The home was previously rated as ‘Required Improvement.’ The report was published on the 29 August 2018.

Why we inspected: This inspection was scheduled based on the previous rating.

Follow up: We will continue to monitor the home through the information we receive until we return to visit as per our re-inspection programme.

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

Inspection areas



Updated 12 April 2019

The home was safe

Details are in our Safe findings below.



Updated 12 April 2019

The home was effective

Details are in our Effective findings below.



Updated 12 April 2019

The home was caring

Details are in our Caring findings below.



Updated 12 April 2019

The home was responsive

Details are in our Responsive findings below.


Requires improvement

Updated 12 April 2019

The home was not always well-led

Details are in our Well-Led findings below.