The Care Quality Commission
  • Care Home
  • Care home

Archived: The Willows

The Willows, High Pitfold, Hindhead, Surrey, GU26 6BN (01428) 609851

Provided and run by:
Solor Care Group Limited

All Inspections

2 August 2013

During a routine inspection

Where people who used the service could not directly express their views they and their respective families were involved in making decisions about their care and treatment. We spoke via telephone to three relatives of people using the service and they each told us they were constantly asked for their contributions and feedback about the service. One relative said in regard to decision making, "We have sessions about things that are going well or not so well." Staff said they treated people as individuals, with respect and told us how they helped them to make choices around clothing, activities and food.

People had their diet and nutritional needs assessed and met through the provision of a choice of suitable food and drinks. A relative told us, "X loves his food and meal times are one of the highlights for him." Another relative said in response to our questions about the quality of food and drinks, "X really enjoys the food. I have been present at meal times and the food looks delicious."

There was a range of suitable equipment available to support the delivery of people's care needs. Equipment was monitored and checked to ensure that it was safe for use.

Staff were supported to update their learning and professional development. They had access to supervision and formal performance reviews.

The staff monitored and checked that the quality of services provided met the expected standards. This included involving relatives and people who used the service.

During a check to make sure that the improvements required had been made

Following our inspection of 17 September 2012, the registered manager had sent us a plan of action to be undertaken. This plan detailed the actions to be taken in order to improve record keeping and to achieve compliance.

Those planned improvements included the delivery of in house training relating to workbook completion, the development of improved and more detailed personal support plans, improved night time recording forms and improved documentation to record nutrition and fluid intake.

The documents provided to us following our inspection showed that all proposed actions had been completed. The improvements that had been made by the provider, and which were sampled by us, showed that improvements had been made in the required areas. Records produced and maintained by the staff and the registered manager following our inspection were detailed, appeared to be accurate and contained information which enabled the registered manager and staff to ensure the wellbeing of people who used the service.

17 September 2012

During a routine inspection

We used a number of different methods to help us understand the experiences of people using the service. These included observing how people were supported, spending time with people and talking with them. We were told that the service was currently supporting 10 people two of whom were on holiday.

We also gathered evidence of the service provider's performance through observing staff practice and sampling records and documents during and following the inspection.

We saw that the staff appeared happy in their work and were positive about working at the Willows. The registered manager was not present during the inspection so the inspection was conducted with the assistance of the deputy manager and operations manager who were confident to assist in the inspection process.

5 January 2012

During a routine inspection

Due to people's special communication needs it was difficult to ask all of the people directly about their views of The Willows however we observed that people using the service were relaxed and content whilst in their home and also were seen to be happy when leaving their home to take part in activities.