Willowbeech Also known as Willowbeech Limited - 33 Ophir Road

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 service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question 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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Relatives said staff were kind, caring and respectful. One relative said, “The team ensure they work with our loved one with respect and dignity, always.’’ We observed warm, patient, and kind interactions, reflecting the service’s caring culture.’’

The service 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. People received personalised care that reflected their choices and preferences. Staff knew people well and adapted support to their routine. Care plans and risk assessments were detailed and regularly reviewed. People took part in a range of activities, and relatives described the service as kind and person-centred. A relative said, “My loved one is very much an individual and liked by the team, it is obvious in their interactions.’’

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.The service respected each person’s needs and choices. Staff acted quickly to ease distress and supported independence in daily life. Small everyday choices were valued, and plans were kept up to date with professionals.

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Relatives told us the service communicated effectively and kept them informed. Records demonstrated staff met individual’s needs and regularly worked with other services when additional support or information was needed, ensuring consistent care.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff said they felt supported by the manager, who prioritised staff wellbeing and valued the team. Regular meetings and working together as a team fostered a positive culture. The manager’s open-door policy made it easy for staff to seek guidance and support. One staff member said, “The manager is a very calm and caring person for both the supported people and the staff.’’