The Willows Nursing Home

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 71 (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 had a system in place to assess people’s needs and develop care plans to meet them. The registered manager told us they used an electronic system to assess people’s needs and identify risks to their safety. The system used these assessments to then help design risk management and care plans with people and their families involved to meet these needs and minimise risks. The system had assessments and care plans in place for each person. Staff told us they used the guidance in these assessments and care plans to meet people’s needs. Records of how staff met people’s needs were also included in the electronic system.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. The providers system used evidence-based tools to assess peoples needs, and risks to their safety. The system was used by staff to guide them on how to support people effectively. Staff told us the guidance included helped them to understand people’s needs and how to meet them. Records we saw showed assessment tools were in place to consider people’s needs in relation to their dietary requirements, how to maintain good skin integrity and maintain their weight at a healthy level.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. The provider told us the staff used the electronic system to ensure they communicated about people’s needs. The system included a handover document which was used by staff to report any changes and updates on peoples care at the start and end of a shift. The system enabled people to have continuity of care as staff were kept up to date on their needs and preferences. Staff also told us the system supported them to work with other health professionals effectively as records were used to share information with staff from visiting health professionals.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. People told us they received support to maintain their health and wellbeing. Relatives also told us people’s health and wellbeing were supported by staff. A person told us, “The optician comes in here. I had some new glasses last year. The doctor comes every week, and you can see them if you need to. I have just had some antibiotics.” A relative told us, “[Person’s name] is unwell and they have called the doctor in tomorrow to see them.” Staff understood people’s health needs and could describe the support they gave people to maintain their health. People had individual plans in place to manage their health conditions and had input from a range of different health professionals to meet their needs.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. People and their relatives shared examples of how the staff had supported them to improve their health and wellbeing. One person told us, “The staff monitor my weight every month to keep me well. I’ve lost lots of weight, it’s a good thing. I did have diabetes. Now my weight is healthier I don’t. I can now eat what I want.” A relative told us, “[Person’s name] has been unwell and in hospital. The hospital said they might not have long to live. With the time and patience of staff as well as the love and the care they are now eating and drinking and is chatty now. They are so different now with the care they have provided for [person’s name].” The registered manager told us people had their care plans reviewed monthly or sooner if needed. Staff told us this helped to ensure the plans were accurate and people were receiving the right care and support. Records supported what we were told.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. Systems were in place to assess people’s capacity to consent and enable decisions to be taken in people’s best interests where needed. Staff understood how to seek consent and had received training to enable them to support people with decision making when needed. However, we found some people had not had a capacity assessment and best interest decision documented for some aspects of their care. The registered manager told us this was an oversight and these were completed immediately after our inspection site visit.