You are here

Willow Bank House Residential Home Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 19 February 2020

About the service

Willow Bank House is a residential care home providing personal care for up to 63 people aged 65 and over and who maybe living with dementia. The service is split across two floors within one large adapted building. There was a small unit on each floor, one known as Angel Bec and the other called Ray Bold. At the time of the inspection 59 people were living in the home.

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

The deployment of staff around the home required further consideration, to ensure people remained safe and their needs were being met. People told us they felt safe from abuse and relatives felt their family members were safe. Staff had a good understanding of how to protect people from harm and recognised different types of abuse and knew how to report it. Potential risks to people's health and wellbeing had been identified and were managed. People, and where appropriate, their relatives, had been involved with decisions on how to meet people’s needs safely. People's received their medicines in a safe way, there was safe management and storage of people’s medicines. While the home appeared clean, there was an unpleasant odour in some areas of the home, the registered manager confirmed the provider had planned dates for the carpets to be replaced to rectify this. We saw safe practice was carried out to reduce the risk of infection.

People's care needs had been assessed and reviews took place with the person and where appropriate their relative. Most staff had completed the providers mandatory training, the staff team required more time to complete their enhanced and specialised training and for this to become embedded within their practice. People were supported to have a healthy balanced diet and were given food they enjoyed. Staff worked with external healthcare professionals and followed their guidance and advice about how to support people following best practice. 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 did support this practice.

People were not consistently supported to maintain their personal care and some people appeared unkempt. Staff treated people as individuals and respected the choices they made. Staff spoke to people in a respectful way.

People's care was delivered in a timely way, with any changes in care being communicated clearly to the staff team. People were supported and encouraged to maintain their hobbies and interests. The provider recognised the importance of social activities and supported the activities co-ordinator in their ideas to enhance the quality of people’s social lives. People had access to information about how to raise a complaint. People's end of life care wishes were recorded in line with their preferences in a respectful and dignified way.

It was recognised that the provider had made improvements to the service provision. However we had identified concerns in safe and caring, which demonstrate that the systems and processes in place to rectify these are not yet established, embedded or reflect that they are sustainable in driving improvement. The provider had made good progress in other aspects of the service provision, and we saw this had a good impact for people living in the home. All people and relatives felt the staff and management were welcoming and friendly. The registered manager was visible within the home and listened to people and staff's views about the way the service was run. The provider had put checks into place to monitor the quality of the service provision.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was Requires Improvement (published 18 December 2018)

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will c

Inspection areas


Requires improvement

Updated 19 February 2020

The service was not always safe.

Details are in our safe findings below.



Updated 19 February 2020

The service was effective.

Details are in our effective findings below.


Requires improvement

Updated 19 February 2020

The service was not always caring.

Details are in our caring findings below.



Updated 19 February 2020

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 19 February 2020

The service was not always well-led.

Details are in our well-Led findings below.