Willow Court Nursing Home

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.

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 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

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

People were supported to make choices about their care and daily lives. Care plans detailed people's routines, preferences, wishes, hobbies, interests and important relationships. Records also showed people were offered choices and these were respected.

The provider supported people to maintain their independence and participate in meaningful activities. Records showed people participated in activities, community outings and maintained relationships with friends and family. One person told us, "I have choices as to what I want to do," while another person told us, "We get details of all activities that are coming up so we can choose what we want to go to." This supported people to remain active, maintain relationships and make decisions about how they spent their time.

People, relatives and staff consistently described a culture that promoted independence and respected people's choices. One relative told us, "Initially she [Person] did not want to leave her room but now she goes to lunch and has a chat with people," while another commented, "They let her choose." Staff told us they listened to people's choices and promoted independence. A member of staff told us, "I always listen to the residents on their choices and always give them independence."

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

The provider did not always care about and promote the wellbeing of their staff. Staff did not consistently feel supported in their roles. Feedback was mixed, with 6 out of the 17 staff we spoke with, describing low morale, stress and feeling undervalued. One staff member told us, "Staff morale is still very low. Staff are burned out," while another told us, "It is very hurtful not being acknowledged."

The provider had taken steps to improve staff wellbeing and engagement. Since our last inspection, management had introduced initiatives including a staff wellbeing champion, a monthly staff bulletin, a staff appreciation box and a "Celebrating Success" board. This demonstrated leaders recognised concerns and had taken action to improve staff wellbeing and engagement.

The provider had systems to support staff development and wellbeing. Supervisions, appraisals and return-to-work discussions were completed regularly, and reasonable adjustments and flexible working arrangements were made where staff had declared health conditions.