Willow Court Nursing Home

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 provider 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 provider 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.

People received care that reflected their individual needs, preferences and life histories. Care plans contained personalised information about how people wished to receive their care. Staff consistently demonstrated a thorough understanding of people's needs and delivered care in line with their preferences.

Staff developed positive and meaningful relationships with people. We observed staff talking with people about their life histories and using information displayed in bedrooms to start meaningful conversations. Staff demonstrated empathy and understood how to respond to people's individual preferences and needs. This supported people to feel valued, respected and understood.

People, relatives and staff consistently described person-centred care. One person told us, "My keyworker is marvellous and knows everything about me," while another told us, "Staff know I love my knitting and often come in to talk to me about it." Relatives told us staff understood people's needs and respected their preferences, with 1 commenting, "He is now clean shaven which is how he used to be and what he wanted." Staff also described placing people at the centre of their care. One member of staff told us, "I put residents at the centre of everything I do."

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

The provider considered people's individual needs and protected characteristics when planning and delivering care. People were referred to appropriate healthcare professionals, including audiology, eye care and the Speech and Language Therapy (SALT) team. Staff also made reasonable adjustments to meet people's communication needs. This showed people had equitable access to care and specialist support.

Staff adapted their approach to reduce barriers to communication. We observed resources in 1 person's room, whose first language was not English, including translated care phrases and daily greetings in their first language. The provider also allocated staff who spoke the same language where possible, and staff told us these resources supported communication when relatives were not present.

The provider had improved opportunities for people to participate in meaningful activities. Since our last inspection, the wellbeing coordinator had introduced a colour-coded system to improve oversight of activities, particularly for people with mobility restrictions who spent more time in bed. Records showed these people were supported to participate in meaningful activities, including a sensory programme.

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.

The provider supported people to plan for the future, including their end-of-life care. For people receiving long-term care, records showed people and, where appropriate, their relatives were involved in planning future care, including advance wishes and Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decisions. Care plans were reviewed and updated with input from healthcare professionals to support dignified, person-centred care.

People and their relatives and healthcare partners described positive experiences of advance care planning and healthcare professionals spoke positively about the provider's approach. One person told us, "I have a plan in place for my end of life," and a relative confirmed they had been involved in their family member's advance decisions. A healthcare professional described how staff supported 1 person's end-of-life wishes by ensuring they spent time outdoors each day in line with their care plan, enabling them to become more settled and comfortable before they passed away peacefully. This demonstrated staff worked collaboratively with people, relatives and healthcare professionals to ensure care reflected what mattered most to people.