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Willersley House Outstanding

Inspection Summary

Overall summary & rating


Updated 23 January 2018

Willersley House is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection. Willersley House provides accommodation and support for up to a maximum of 34 people in one adapted building.

The service had a registered manager. A registered manager is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the service is run.

At our previous inspection on 4 December 2015 we found that people were receiving high quality care which was extremely responsive to people’s individual needs. At this inspection, we found that these standards had been maintained and improved further. People received an outstanding level of care. Skilled and extremely caring staff supported people in the way they chose and end of life care was exceptional.

The environment at Willersley House was calm and inviting. The registered manager, the staff team and the people who used the service were all very keen to share their thoughts and views of the service.

Without exception people and their relatives were extremely complimentary about the service. They were full of praise for the management and care staff and told us that they were exceptionally kind, caring and compassionate towards them. All of the people we spoke with told us they felt that Willersley House was an excellent place to live and that they felt safe. People consistently referred to the service as being ‘one big family’ and considered it their home. Relatives also confirmed that people living and working at the home had become an extended family.

The provider was creative in seeking people’s feedback and people were actively involved in making decisions about the care that they received. Their opinions were respected and listened to. The service was run very much around the needs of those living there.

Medicines were managed safely and staff had an exceptional knowledge of the medicine systems and procedures in place to support this. The support people received with their medicines was person centred and responsive to their needs. Staff worked closely with people to provide the right level of support they required.

Staff were highly trained in safeguarding people from abuse and put this training into practice. The home used creative ways to support people to maintain relationships and safeguard them when needed. Positive relations with staff were encouraged and staff had time to spend with people. The service was staffed above their minimum required staffing levels and staff retention was high.

People’s care plans showed that there was a strong commitment to person centred care and that risks were assessed and managed. People were supported to make their own decisions regarding their own safety and positive risk taking is encouraged.

People were supported to access a comprehensive programme of activities both within the home and in the wider community. This was person centred and supported by a team of dedicated and creative volunteers. People’s spiritual well-being was promoted and extremely well looked after and their religious beliefs encouraged and supported.

People’s nutrition and hydration needs were extremely well catered for. A highly motivated nutrition champion was in place who constantly considered ways to improve people’s nutritional and fluid intake. We saw that this had had a very positive impact on people’s health and well-being.

Staff were highly skilled and competent to meet the needs of people. Training was tailored to meet the needs of the residents and this demonstrated an enhanced knowledge and understanding of people in their care. People w

Inspection areas



Updated 23 January 2018

The service was extremely safe.

Staffing levels were very well managed which promoted people�s safety and helped to ensure a high standard of support was consistently provided to people. Staff knew all of the people who used the service and could easily identify when interventions where needed.

Medicines procedures were robust and staff had extensive knowledge of the systems and the medicines being prescribed. Staff were proactive about managing positive risks with medicines and prompting regular reviews.

Positive risk taking was advocated and supported to meet people�s individual wants and needs.



Updated 23 January 2018

The service was highly effective.

People�s nutrition and hydration needs were met through very committed and trained staff who thought creatively to meet people needs.

A comprehensive induction and high quality on-going learning and development ensured staff were highly trained and experienced to deliver effective care.

High quality training was developed to meet the individual needs of the people.

Staff demonstrated thorough knowledge and understanding of the principles of the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards and this was implemented effectively. This ensured people�s rights were upheld.



Updated 23 January 2018

The service was outstandingly caring.

Feedback from all people who used the service and their relatives was extremely positive about the caring nature of the staff team.

People were supported by staff who were committed to providing high quality care and had excellent understanding of their needs. Staff clearly demonstrated the values of the organisation.



Updated 23 January 2018

The service remained outstandingly responsive.

People had access to a comprehensive activities programme, which they were consulted about and involved in. A team of passionate staff and volunteers dedicated their time to preventing people from feeling socially isolated.

End of life care was extremely compassionate and went above and beyond the expectations of people� families.

People received extremely person centred care which focused on their individual needs.

People and their relatives knew how to raise concerns and were all confident the registered manager would listen and act appropriately.



Updated 23 January 2018

The service was extremely well-led.

People, their relatives and staff expressed high levels of confidence and respect in relation to the management of the service.

Staff were well supported and motivated by the exceptional registered manager. The registered manager led by example and was an excellent role model for her team and the wider organisation.

There was a strong commitment to continuous improvement with extensive quality assurance systems in place.