Willowbeech Also known as Willowbeech Limited - 33 Ophir Road

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs.At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. The service provided care tailored to each person’s needs and preferences. Care plans, risk assessments, and observations showed staff consistently respected people’s wishes. The manager and staff knew people well, ensuring support was personalised. Bedrooms and the environment were personalised in line with people’s needs and preferences.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The service demonstrated a good understating of people’s diverse health and care needs. Care was consistent, promoted choice, and led to positive outcomes. The manager and staff maintained effective communication with professionals, ensuring continuity of care.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Clear communication plans helped staff to engage effectively with each person. We were assured this service met the requirements of the Accessible Information Standard (AIS). The AIS is a law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand. Information was provided in formats suited to individual needs, such as pictures for choices or easy-to-read guides for complaints and feedback. Relatives told us they felt they were well informed and involved with receiving updates.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People and their relatives had regular opportunities to provide feedback through meetings and surveys. Relatives were actively involved in care planning, helping to ensure care remained person-centred. A complaints policy was in place, and any concerns raised were addressed promptly, with relatives confident that their issues would be heard and taken seriously.

The service made sure that people could access the care, support and treatment they needed when they needed it.People received care that was inclusive and personalised to their individual needs. Staff completed equality and diversity training, supported by clear policies and regular monitoring. Referrals to external professionals were made promptly, and feedback confirmed the service promoted fair access to care for everyone.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People had equitable access to meaningful activities both at home and in the community. Each person had a personalised profile on their electronic system, shared with families, including photos and updates. Activities ranged from in-house options like baking, puzzles, and sensory rooms, to community outings and holidays across the UK. This ensured everyone could participate in experiences that promoted wellbeing, inclusion, and enjoyment.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Staff knew who to contact for additional guidance and support with end-of-life care. The manager and staff worked closely with people and their families to plan care sensitively, ensuring that changing wishes and needs were respected.