Willowbeck Health Care Limited

Updated 18 February 2025

Date of Assessment: 18 March to 2 April 2025. We visited the service on 18 March and 25 March 2025.

Willowbeck Health Care Limited is a nursing home providing personal and nursing care for people with complex physical or mental health needs. The service can support up to 80 people.

At the time of this assessment, there were 74 people living at Willowbeck Health Care Limited.

This assessment was prompted in part due to receipt of information relating to incidents which had occurred at the service and to follow up on actions from the last assessment in April 2021.

At the last assessment the provider was found to be in breach of the legal regulation relating to good governance. Improvements were found at this assessment, and the provider was no longer in breach of the regulation related to good governance.

We found the service had a good learning culture and people felt able to raise concerns. Incidents that had occurred at the service had been thoroughly investigated and lessons learned had been completed to mitigate future risk. Data and information systems were used effectively to analyse information, identify themes and trends and improve the care and support provided.

Care records were person centred and were seen to be reviewed regularly.

Staff treated people as individuals offering choice and supporting independence. Peoples protected characteristics were considered and staff understood individual preferences and listened to people.

Medicines were administered safely and learning from audits applied.

At this assessment we reviewed all 5 key questions, and the overall rating is now good.
 

Updated 18 February 2025

People overall told us they felt safe living at Willowbeck. One person told us, “I feel safe. All the staff are always there to support.”

We saw people were given choices and were treated with respect and their privacy was considered.

There were regular reviews of people’s needs, and they received person centred care which considered their individual protected characteristics.

Overall people told us they were involved in their care and felt listened to, they understood how to make a complaint or raise any concerns they may have. One person told us, “I would tell [Name of staff] if I wasn’t [happy]. I go to the resident meetings. They listen and write it down.”

Some people we spoke to expressed concerns about staff turnover and support particularly at night. One commented, “There’s a great turnover of staff.” Another said, “Nights are a bit fickle. Sometimes there is not a lot of experience in my opinion.” We asked the provider to provide further reassurance to people about staffing levels, staff changes and experience of staff.

We received mixed feedback from people about the food received. One person told us, “The food is very good.” Another person told us, “I don’t like the food.” A new catering manager was in place and plans were in place to seek further feedback from people and update the menus.

Overall people were positive about their experience of the support they received. One person told us, “I can’t fault them, none of them. They are kind and try their best.”