Willow Grange Care Home

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

People and their loved ones reported they were involved in the planning of their care, through the pre-assessment process, reviews and ‘resident of the day’ approach. One person told us, “I was involved in planning my health care when I first came here. We went through all the questions and they were good throughout. My relative goes through every little detail. They are always willing to listen to you and I have never had to raise any concerns.” Relatives confirmed they were made aware of any changes in their loved ones’ needs. One relative told us, “They [care staff] have made [person] welcome and they have settled in very well. Staff do anything that [person] asks, and I can’t fault them.”

People’s care needs were routinely reviewed, through monthly ‘resident of the day’ arrangements or if a person’s health care needs had changed.

Staff confirmed they were kept updated regarding people’s needs and any changes. Systems were in place to share information across shifts, for example at handover, in the handover book and on the electronic care planning system. Following the inspection, the registered manager confirmed they would be reverting to just using the electronic handover system, in order to reduce duplication of work.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

People reported they had access to food and drink when they wanted, and we noted staff [including the chef and kitchen staff] were aware of people’s dietary needs and preferences. Show plates were used to help people make choices at mealtimes. One person told us, “Regarding the food, they do their best. They [care staff] ask for ideas to try out and there’s always a choice on the menu.”

Staff spoken with understood people’s assessed needs and confirmed they were kept up to date with any changes. A member of staff talked about the information gathered during ‘resident of the day’ process and how this was used to review people’s care plans. They told us, “We make sure his/her bedroom is arranged nice and tidy, check their observations and everything about them, including their medication. We audit everything and see if there are any changes in their mobility and if we need to do any changes to the care plan and we report to the registered manager. Their door is always open.” Clinical tools were used to assess people’s needs and care staff worked alongside healthcare professionals to ensure people accessed appropriate healthcare services.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

People reported staff supported them to access a variety of healthcare services to meet their needs. Staff reported they were provided with the information they needed when people were admitted to the service and if there were any changes in people’s lives.

Healthcare professionals reported good communication with the service and advised they were contacted in a ‘timely manner’ by care staff. One healthcare professional told us, “Any post hospital discharges, as soon as someone arrives in the home we get involved. The information shared with us is very in-depth and easy to access”. The GP who held weekly ward rounds at the service complimented the staff who supported them during one of these visits and confirmed the process was well organised, adding, “Staff know people very well.”

Evidence was available to demonstrate appropriate healthcare services were sourced to meet people’s needs, for example, the falls team and tissue viability.

Care staff reported good lines of communication between themselves and other healthcare professionals. One member of staff told us, “Everything you need is on the [electronic care planning system], even if you are not told something you can go on there [and get an update] but they [referring to other healthcare colleagues] always tell us what they did.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

People reported staff knew them and their healthcare needs and supported them to access healthcare services. A healthcare professional reported staff knew people well and were able to identify potential risks to people’s health and obtain additional support.

Healthcare professionals confirmed their services were sought in a timely manner in order to support people and prevent deterioration of their health and wellbeing.

We saw where additional healthcare support was sought for people, staff encouraged them where appropriate, to follow the guidance and advice provided in order to maintain their wellbeing.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

People told us they were happy with the care they received and were supported by staff who knew them well. One person told us, “It’s fantastic. I have lovely friends and we have a laugh. The staff are friendly and caring, my room is clean and the food is very nice.” A relative told us, “I know the manager. They walk around and chat to people and explain things. They always ask if there is something that can be done, or if there’s something that we don’t like.”

Staff were aware of people’s needs and systems were in place to monitor clinical outcomes.

For example, people’s food and fluid intake was monitored where appropriate and for those people being cared for in bed, systems were in place to ensure they changed position on a structured, regular basis in order to reduce the risk of pressure sores developing. There was an information board in place for staff to see at a glance, providing information on people and their current need, for example if staff need to encourage people to eat or drink more on a daily basis.

A relative shared how their loved one did not have a good appetite and staff encouraged them to eat. They also reported of positive health interventions which were put in place by the service which had a positive and effective impact on their loved one.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

People reported and we observed staff obtain their consent prior to supporting them. One person told us, “You can please yourself and do whatever you want to do.”

We observed staff knock on people’s doors and notices were in place remind staff to do this. Staff had received training in Mental Capacity Act and Deprivation of Liberty Safeguards [DoLS] and understood people’s views and wishes were to be taken into account when their care was planned and delivered. Systems were in place to ensure DoLS were re-applied for where appropriate.