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Inspection Summary

Overall summary & rating


Updated 21 August 2019

About the service

The Willows is a residential care home providing personal care to up to 10 people with a learning disability and associated physical disabilities. At the time of our inspection 10 people were living there. The home is a bungalow with a large garden. In addition to bedrooms the home had a communal lounge, dining room and an office for staff.

The service was a large home, bigger than most domestic style properties. It was registered for the support of up to 10 people. Ten people were using the service. This is larger than current best practice guidance. However. the size of the service having a negative impact on people was mitigated by the building design fitting into the residential area and the other large domestic homes of a similar size. There were deliberately no identifying signs, intercom, cameras, industrial bins or anything else outside to indicate it was a care home. Staff were also discouraged from wearing anything that suggested they were care staff when coming and going with people.

People’s experience of using this service and what we found

People and staff spoke positively about The Willows. We observed that there was a very homely atmosphere and that people and staff had good, caring relationships.

People took part in activities they enjoyed and were able to access the community. Visitors were welcomed. The home had good relationships with health and social care professionals. People had a healthy, varied diet and ate food they enjoyed.

People told us they felt safe and they were protected by staff who understood their responsibilities and how to keep people safe. People who did not express themselves verbally demonstrated through their behaviour that they were on friendly and trusting terms with staff. People were protected from risks by detailed, regularly updated risk assessments.

People had up-to-date care plans which detailed their strengths and promoted their independence. Their communication needs were assessed and recorded in detail and staff were observed appropriately interacting with people. Care plans and other information were regularly reviewed and involved people, their relatives and relevant external professionals such as therapists or social service professionals.

There were enough staff to meet people’s needs. Staff were well trained and understood the needs of the people they supported. The home was clean and tidy and good infection control practices were being followed.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests. The policies and procedures in the service supported good practice.

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.

The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was Good (published 11 November 2016).

Why we inspected

This was a planned inspection based on the previous rating.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for The Willows on our website at

Follow up

We will continue to monitor information we receive about the service until we return to visit per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 21 August 2019

The service was safe.

Details are in our safe findings below.



Updated 21 August 2019

The service was effective.

Details are in our effective findings below.



Updated 21 August 2019

The service was caring.

Details are in our caring findings below.



Updated 21 August 2019

The service was responsive.

Details are in our responsive findings below.



Updated 21 August 2019

The service was well-led.

Details are in our well-Led findings below.