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Inspection Summary

Overall summary & rating


Updated 15 October 2019

About the service

The Willow is a residential care home providing personal care for up to 11 people aged 65 and over. At the time of the inspection 11 people were living at the home.

The care home is located in a large detached house, within a residential area of the small town of Chesham, Buckinghamshire. People had access to three seated areas on the ground floor and extensive well-maintained garden.

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

People benefited from a service which was exceptionally person-centred, individualised and responsive. People were valued as individuals and encouraged to maintain a role in society and take part in local community events. The registered manager had forged many links with local services and had developed a local club called ‘The Willow Club’. There was an emphasis on reducing social isolation and increasing integration.

People and their relatives told us the service was well-led. The provider had policies and procedures in place. However, they did not always reflect best practice guidelines. We have made a recommendation about this in the report.

People were supported by staff who routinely promoted privacy and dignity. Staff had a good understanding of people, their likes and dislikes.

People were supported by staff who had a good knowledge of how to protect them from abuse and harm. People were encouraged to live as they wanted to. Staff encouraged independence in people.

People who required end life care were supported by staff who demonstrated kindness, compassion and supported the person’s family.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Rating at last inspection

The last rating for this service was Good (published 21 March 2017).

Why we inspected

This was a planned inspection based on the previous rating.

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.

Inspection areas



Updated 15 October 2019

The service was safe.

Details are in our safe findings below.



Updated 15 October 2019

The service was effective.

Details are in our effective findings below.



Updated 15 October 2019

The service was caring.

Details are in our caring findings below.



Updated 15 October 2019

The service was exceptionally responsive.

Details are in our responsive findings below.



Updated 15 October 2019

The service was well-led.

Details are in our well-led findings below.