Willow House

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question as good. At this assessment the rating has remained as good. This meant people’s needs were met through good organisation and delivery.

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 were at the centre of their care and treatment choices and decided, in partnership with people, how to respond to relevant changes in their needs. The registered manager explained how changes were considered and reviewed, telling us, “Impact analysis, care plan, involve the family, observation, speaking to residents.”

People received person-centred care which reflected their individual needs, preferences and interests. Staff knew people well and supported them to take part in activities that were meaningful to them.

Relatives gave examples of how support was tailored around people’s individual interests. One relative told us, “[Person] loves colouring-in books, they provide that for [person].” Another relative described how their family member enjoyed listening to music, looking through family photo albums and spending time outdoors.

The provider supported people to receive coordinated and continuous care. Staff worked with health and social care professionals when people required additional support, treatment or advice, and relevant information was shared to help maintain continuity of care.

People had care passports which contained important information about their health, communication needs, preferences and support requirements. These could be shared with other services, including hospitals, to help professionals understand how best to support the person.

People were supported by staff who knew them well, and care records were reviewed and updated when their needs changed. Staff also supported people to access healthcare appointments and community services where required.

The provider supported people to receive information in ways they could understand. Staff considered people’s individual communication needs and adapted how information was presented. This included using picture-based information and signing to support people to understand choices, express preferences and communicate their needs.

One relative explained their family member did not communicate verbally and told us, “My [person] is non-verbal. [Person] understands picture books for food and hygiene.”

The provider also kept relatives informed about activities, events and other matters relating to people’s care. Relatives described being invited to events at the service and receiving information about what people were doing. The provider worked in line with the Accessible Information Standard by identifying, recording and meeting people’s individual communication and information needs.

The provider had arrangements to seek people’s views and involve them in decisions about the service. People and those important to them were given opportunities to provide feedback about their experiences and raise any issues with the management team.

The provider used feedback to understand what was working well and where improvements could be made. People and relatives knew who they could approach if they wanted to discuss their care or make suggestions about the service.

The provider made sure people could access the care, support and treatment they needed when they needed it. Care records demonstrated that staff identified when people required additional professional input and supported them to access appropriate health and social care services.

Staff understood people’s individual support and communication needs and considered these when helping them access services. This helped reduce potential barriers to people receiving appropriate care and treatment.

The provider promoted equity in people’s experiences and outcomes. Staff recognised that people had different needs, abilities and preferences and provided support accordingly rather than applying a standardised approach.

Care records reflected people’s individual circumstances and the support they required. Staff demonstrated an understanding of people as individuals and provided care in ways that supported equitable outcomes and respected their rights.

The provider supported people to plan for changes in their care and support needs. Care plans were regularly reviewed and updated when people’s circumstances or needs changed. People and those important to them were involved in these discussions where appropriate.

Care records contained personalised information about people’s wishes and preferences, which supported staff to understand what was important to them when considering their ongoing and future care.

Where appropriate, care planning also considered people’s wishes and preferences for end-of-life care so these could be understood and respected.