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Inspection Summary

Overall summary & rating


Updated 13 January 2017

We carried out an unannounced comprehensive inspection of Willow House on 9 and 13 December 2016.

Willow House is a care home providing accommodation and personal care for up to 18 older people. Most of the people using the service were living with dementia. When we visited there were 16 people using the service. The service is a converted residential dwelling with accommodation over two floors. People live in single or shared rooms and bathroom facilities are shared. There is a dining room and sitting room which is also used as an activity room.

The home had a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. The service is required by a condition of its registration to have a registered manager.

Our previous inspection on 29 September and 16 October 2015 identified two breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. At this inspection we found the provider had taken action to address the concerns we had identified. Sufficient improvement had been made for the provider to meet the requirements of the two previously breached regulations in relation to good governance (Regulation 17) and requirements relating to workers (Regulation 19).

The provider had introduced new quality assurance systems and additional checks had been put in place to support the registered manager and staff to continually evaluate the quality of the service people received and risks in the home. We found these systems had been effective in driving improvements for example, in staff training and supervision and monitoring of health and safety requirements in the home.

The provider had improved their recruitment practices and we found all the required staff pre-employment checks had been completed to ensure staff would be suitable to work at the home.

People received their prescribed medicines safely and had access to healthcare services when they needed them. People liked the food and told us their preferences were catered for. People received the support they needed to eat and drink enough.

Staff had a good knowledge of their responsibilities for keeping people safe from abuse. Staff sought people's consent before they provided their care and support. Where people were unable to make certain decisions about their care the legal requirements of the Mental Capacity Act (MCA) 2005 and the Deprivation of Liberty Safeguards (DoLS) were followed.

Care plans were based around the individual preferences of people as well as their medical needs. They gave a good level of detail for staff to know what support people required. Staff received training and supervision to support them to meet the individual needs of people effectively.

People were treated with kindness, compassion and respect and staff promoted people's independence and right to privacy. The staff were committed to enhancing people's lives and provided people with positive care experiences.

People knew how to make a complaint. People told us the manager and staff would do their best to put things right if they ever needed to complain.

Inspection areas



Updated 13 January 2017

The service was safe.

People felt safe living at the home and staff understood their responsibilities to report abuse.

The environment was safely maintained and staff knew how to protect people from the risks associated with their care.

There were enough suitably skilled staff deployed to meet the needs of people. Recruitment processes for new staff were robust to ensure they were suitable to work with vulnerable people.

The provider had appropriate arrangements in place to safely manage people's medicines and people had received their medicines as prescribed.



Updated 13 January 2017

The service was effective.

People received effective care from a staff team who had received the training and support they needed to meet people's needs.

People's rights were respected because staff understood their responsibilities in relation to the Mental Capacity Act (MCA) 2005.

Where people lacked mental capacity families and other professionals were consulted when decisions needed to be made about people's care and treatment.

People were appropriately supported and encouraged to eat and drink a balanced diet that met their individual needs, preferences and wishes.

People's health needs were managed effectively. Health professionals were contacted promptly when people became unwell.



Updated 13 January 2017

The service was caring.

People gave positive comments about staff and how caring they were when supporting people. We observed staff offer support that was kind and compassionate.

People received care from staff who knew their history, likes, needs, communication skills and preferences.

People felt, and observations showed, people's privacy and dignity were maintained.



Updated 13 January 2017

The service was responsive.

People's needs had been assessed and care plans detailed how people wished to receive the support they needed.

People had access to activities and events which they enjoyed. They were supported to maintain their personal relationships and faith needs.

People told us they felt involved in their care and they felt if they had any concerns that they would be listened to and their complaints acted upon.



Updated 13 January 2017

The service was well-led.

The provider had put new systems in place to monitor safety and drive improvements in the quality of the home.

People and staff were positive about the leadership of the registered manager and staff were clear about their role and responsibilities.

There was an open and transparent culture in the service. Staff and people who used the service were encouraged to identify concerns and to support the improvement of the home.