Archived: Willow Cottage

We spoke with three people living in the home about how staff assisted them and what the care staff were like. Comments were positive about the care and support they received. People told us “I receive good care here” and “The staff encourage me to be independent” and “The staff are very caring and supportive”.

People were cared for in a clean, hygienic environment. We found very good standards of cleaning. Bedrooms were checked and were found to be clean, tidy and odour free. All communal toilets were in general clean and odourless and had anti bacterial soap and paper towels in place to wash and dry your hands with.

We spoke with three staff and they told us they felt supported by senior staff in the home. Staff told us they "The manager is supportive of my development I am currently working towards my NVQ level 3” and “I have supervision every 3 months and a yearly appraisal with my manager”.

We were able to speak with visitors to the home. They told us “The home is exceptional and done everything possible is done to help my relative settle here”, “We have been encouraged to make our relatives room personal for them and have brought in crockery from their own home”.

We observed and heard staff talk to people in a manner that showed dignity and respect. People told us that staff cared for them very well and were offered choice.

People confirmed that staff listened to them and acted appropriately to their requests. One person said “I am encouraged to take part in activities and to go out to the local shops”. Another said “I’m encouraged to maintain my independence, the staff are lovely here”.

The provider had an effective system to regularly assess and monitor the quality of service that people receive. We saw evidence that the home assessed and managed the risks to the health, safety and welfare of people.