Archived: Willowbank Rest Home

Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with those using the service, their relatives, support staff and the manager and from looking at records. We were able to speak with ten people, who lived at the home, who all gave us positive responses to the questions we asked. If you want to see the evidence supporting our summary please read our full report.

Is the service safe?

People we spoke with told us they felt safe living at Willowbank and their dignity was always respected. Staff we spoke with understood how to protect people from harm. We observed people being moved in a safe way and handled in a gentle manner. Systems were in place to help managers and the staff team to learn from untoward incidents. This helped the service to continually improve.

The home had proper policies and procedures in relation to the Mental Capacity Act and Deprivation of Liberty Safeguards. Applications were made, as needed. This helped to ensure people were not being unnecessarily deprived of their liberty. People (or their relatives) were involved in making decisions about the care and support they received.

At the time of our visit to this location, we toured the premises and found the environment to be fit for purpose. It was in general, safe, clean and hygienic. Equipment was well maintained and serviced regularly. Therefore, people were not put at unnecessary risk. However, the provider may wish to note that the floor covering in the corridors was poorly fitted, in that areas of the carpet had started to lift from the floor and some joints were fraying. Without attention this could create a potential trip hazard, if the condition of the carpet deteriorated any further.

We found that people's needs were being met by a caring staff team and that staff were continuously present in the communal areas of the home, which helped to prevent accidents and incidents from occurring.

Is the service effective?

There was an advocacy service available if people needed it. This meant that people could access additional support, when required. The health and personal care needs of those who used the service had been assessed, with a range of people involved in their care and support. Specialist equipment had been provided to meet people's needs.

Systems were in place to ensure the service was effectively assessed, so the quality of service provided could be consistently monitored. Staff were supported to meet people's needs and a wide range of external professional were involved in individual treatment programmes. This helped to ensure effective support was continuously delivered and a good working relationship was developed with other care providers.

People were able to move around the home freely and safely. Visitors confirmed they were able to see people in private and visiting times were flexible. Those who lived at the home confirmed they were asked for their agreement before any intervention took place. One person commented, "The girls are so lovely. They never do anything without asking first." We observed people being provided with a variety of choices throughout the day.

Is the service caring?

We asked those who lived at the home about the staff team. Feedback from them was very positive. They said staff were kind and caring towards them and helped them to meet their needs. When speaking with staff it was clear they genuinely cared for those they supported and were observed speaking with people in a respectful and friendly manner.

People's preferences and interests had been recorded and care and support had been provided in accordance with people's wishes. One person commented, "The staff here are a great lot. We can have a laugh and joke, but they never go too far."

Is the service responsive?

Staff were seen to be responding to people well by anticipating their needs appropriately. The service worked well with other agencies and services to make sure people received care and support in a consistent way. Evidence was available to show the home responded well to any suggestions for improvement and appropriate action was taken to rectify any shortfalls identified.

Is the service well-led?

The service had a quality assurance system in place and records showed that identified problems and opportunities to change things for the better were addressed promptly. As a result, the quality of service provided was continuously monitored.

Staff spoken with had a good understanding of their roles and the care they needed to provide. They were confident in reporting any concerns and they felt well supported by the managers of the service. People living at Willowbank and their relatives completed annual satisfaction surveys. Where shortfalls or concerns were raised, these were taken on board and dealt with appropriately.

We observed staff spending time with people, talking and listening to them. Staff told us this was an important part of their work as it helped them to provide more personalised care. The atmosphere was friendly and inclusive with staff clearly having good knowledge of people's needs and preferences.

People were cared for by staff that had been appropriately recruited and were trained for their role. The home had a robust recruitment policy and associated procedures in place to help ensure that people employed were of suitable character and had the necessary skills to perform their duties.

There was a thorough programme of quality monitoring at the home. Systems were in place to promote learning and service improvement from any issues, incidents or concerns.

The bathroom on the ground floor required refurbishment.

People's comments included:

'I cannot grumble at all. There is nothing to grumble about!'

'Everything is spot on here. I wouldn't change a thing.'

'They (the staff) are all lovely with me.'

'I have never been so lazy! They look after me so well. I don't need to worry about anything!'

We observed residents and carers going about their days, and noted that there was a pleasant and relaxed atmosphere in the home. Carers addressed residents in a kind and respectful manner and appeared to have plenty of time to spend with them. At one point, we saw some residents having a singalong with a carer whilst enjoying a buffet meal.

During this inspection we looked at a number of areas including arrangements for staff training and quality assurance. We also looked at how the provider promoted people's safety and wellbeing and protected them from abuse. We found evidence that the service was compliant with all the standards we assessed.