Willowbeck Health Care Limited

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

We last reviewed this key question in April 2019 where we rated it good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.
 

This service scored 75 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People were supported by staff who were kind and treated them with dignity and respect. One person told us, “They (staff) always knock on the door.”

Overall people and their relatives were positive about the staff that supported them. One person told us, “They look after me nice.” A relative commented, “All staff seem really nice. Always answer queries.”

Observations completed during the assessment showed care staff overall were very attentive with people, knew them well and referred to them by their preferred name.

One partner commented, “We have witnessed genuine care from most staff.”
 

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff and management understood people’s individual needs and preferences which were reflected in their care, treatment and support.

Care plans contained information about people’s personal, cultural and religious needs. This helped to ensure people's individual needs and wishes were respected. We saw that people were supported to practice their faith both in the home and in the local community. One person told us, “I get a taxi to the Mosque for Friday prayers every week.”

Systems were in place for people to influence service delivery and improve outcomes. People were encouraged to attend resident meetings and complete surveys, and feedback was given on actions taken in response to issues raised.

Family and friends were free to visit when they wished.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

An activities team provide a varied range of onsite and offsite group and 1:1 activities for people living at Willowbeck. One person told us, “We go swimming, walking, tennis.” People were also supported by the activities team to learn life skills and also run the onsite tuck shop.

Physiotherapy sessions were provided by the in- house physiotherapy team for those people receiving rehabilitation. We saw goals set and outcomes achieved for people increasing their independence, health and wellbeing.

Staff consistently encouraged people to make choices for themselves and maximise their independence. One person commented, “I am independent. I do nearly everything for myself.” A relative told us, “They [staff] are helping [person] with their independence skills.”
 

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff were seen to respond to people in a timely way and call bells were answered. One person told us, “They [staff] are good. If you want anything they get it for you”
 

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The provider ensured staff had the skills and knowledge to carry out their role effectively. Staff completed training in relevant areas to ensure they could carry out their role safely and competently. Staff supervisions were being completed in line with the company policies and expectations.

Staff told us they felt supported by the management team. One staff member said, “Managers are really supportive. Whatever we find difficult we tell the manager, and they sort everything out.”

Staff told us of times when reasonable adjustments had been made for them due to personal circumstances or to support them with their faith. One staff told us, “Work has rung me to see if I need any support. They have empathy. They told me if I need any extra help, they can look into this.”