The Willows

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 79 (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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

The provider made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

The registered manager carried out an assessment of people’s needs before they were admitted to the service. These assessments were reviewed regularly to ensure any changes in health, wellbeing or preferences were identified in their care plans. The manager was proactive in their approach. Staff understood the importance of documenting every change they observed in people. Staff told us no change observed was too small and everything needed to be documented and not passed over by word of mouth.

Care plans were person-centred and responsive to people’s needs. Staff worked closely with people and their families to provide care to people. A relative told us, “All the family are very happy with the care, communications and facilities at the home”.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

The manager and staff worked in partnership with external professionals. The provider was part of the Salford Provider Excellence Programme and staff attended their meetings and received newsletters sharing information about what other services in the area were doing. This ensured information and approaches were up to date and good practice was shared amongst the staff team.

The provider always worked well across teams and services to support people. They shared thorough assessments of people’s needs when they moved between different services, so people only needed to tell their story once.

Partnerships with external stakeholders were extremely positive, this was reflected in the feedback we received. A visiting healthcare professional told us they frequently recommend The Willows to others because staff are not only exceptionally skilled at recognising changes in people’s needs and delivering high-quality, responsive care but they continually engage professionally and collaboratively. Another stakeholder told us timely referrals were always made regarding people’s skin integrity and actions were followed up without delay.

The management team worked effectively with people, stakeholders and healthcare partners to keep people safe, whilst supporting independence and choice. Staff respected their colleagues and were keen to share knowledge and good practice, for the benefit of the people they supported, the specialist champions that the service had act as mentors in their area of expertise. This collaborative approach of the staff team along with strong partnerships with external professionals ensured people benefited from a well-coordinated approach to care.

The service prioritised seamless admissions for new residents by completing thorough pre-admission assessments with people their families and representatives. Family and friends were encouraged to visit and made to feel welcome, we observed positive interactions between staff and families during this assessment. The registered manager told us they had excellent relationships with external bodies such as Salford Care Home Practice (SCHP). This service was a collaboration of NHS Northern Care Alliance, local GPs and council services, focusing on integrated person-centred support aimed at promoting independence.

Communication was a priority of the service. Staff told us morale was high within the team. One staff member told us, “This is the best place I have ever worked. “During our visit we observed positive interaction between staff, and it was clear there was a lot of respect for the management. Throughout the service the registered manager had embedded the importance of communication with their staff by placing information and reminders in staff areas.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Staff worked closely with Salford Care Home Practice and district nurses to ensure people received consistent healthcare tailored to their needs A person experiencing hallucinations and a high risk of falling had been told by their GP that no further action was possible. The manager escalated the concern to the individual’s Parkinson’s nurse, who adjusted their medication, stopping the hallucinations and significantly reducing the fall risk.

There was a communication booklet in every room enabling effective communication with people, particularly if they were in pain and to express how they were feeling. The booklets gave instructions tailored to the individual person, meaning they were used effectively. Staff had good knowledge of when and how to refer people to specialist services for example language therapists when people had difficulty swallowing. This meant people at risk of choking were supported to maintain safe and consistent diets. Staff we spoke to were aware of the modified levels required by people. The catering department held weekly meetings to discuss people that needed modified nutrition and hydration, specific dietary requirements and new admissions.

There was mixed feedback from people and their relatives regarding meals; after receiving these results the registered manager arranged a feedback session with people. It was agreed that more options and suitable alternatives should be available, the menu was reviewed as result of the feedback. An unannounced food hygiene inspection was conducted before this assessment, the service scored very highly, reflecting their commitment to high standards and safe practice.

During our visit we observed lunchtime was a positive experience for people, tables were laid with tablecloths, there were condiments available for people and flowers placed on tables. There were two smaller dining areas laid out as the main dining area where people could go for a quieter space if they preferred. We noted several residents using this space during this assessment.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

Systems were in place to support effective monitoring of the care people received. The manager told us they checked daily notes and findings from audits and completed action plans where necessary. Walk arounds were completed by the manager after handover ensuring they had regular oversight of the service so any issues could be promptly followed up and any referrals to relevant professionals made.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

Staff sought consent from people and acknowledged their right to refuse. Staff told us that they would communicate with people in the most effective way for them. All staff were trained in mental capacity and DoLS orders, which are a legal framework for people who lack capacity in care homes. They ensure that essential, restricting care is necessary and proportionate, and in the person’s best interest.