Willows Care Southern Limited

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. This is the first assessment for this service following a change of provider. This key question has been rated good. This meant people’s needs were met through good organisation and delivery. People received person centred care, they were given information in the format they required. People were supported to plan for the future and record their choices and preferences.

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. There were processes in place to review people’s care plans. Relatives confirmed they had been involved in the care plans, and they had observed staff explaining their care to them and asking their consent. When people needed specialist equipment such as chairs or mattresses to keep them safe, these were provided as needed. A relative told us, “They provided a special chair as they were slipping out of their chair.” When people’s needs changed, their care plans were updated, to keep people safe.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff understood people’s support needs including if they needed to attend appointments. Care plans included details about the role relatives took in supporting people, such as if they took them to appointments. Relatives told us people were supported by the same staff who knew them well and which they had good relationships with. The management team understood people’s needs and how their health conditions related to each other and the importance of maintaining continuity of care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans contained their communication needs and how they wanted to have their information provided. Relatives told us staff spent time with people explaining information. The management team provided essential information such as the complaints procedure in pictorial format. Staff described how they supported people to understand information.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. Relatives told us they knew who to approach with a complaint. They thought the manager was approachable and would take their complaints seriously. Some complaints had been received, and these had been investigated following the provider’s policy. There was a suggestion box in the reception for people and relatives to make suggestions and ideas, anonymously if they wish. The manager told us surveys were in the process of being completed and sent out.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider and staff understood how people’s health and support needs may mean they face inequality in accessing services. Staff advocated for people to attend appointments and for professionals to attend the service if needed. People’s care plans contained the information about their access needs to attend appointments. The building had been adapted to enable people to move around the building safely. The bathrooms had been adapted, including equipment, to offer as many people as possible the option to bathe. The garden area was accessible to people to enjoy the fresh air.

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. Relatives told us, they thought staff treated people equally and promoted equality within the service. Staff supported people to be as independent as possible and attend medical appointments to improve their wellbeing and their outcomes. Staff understood their role to promote equality for people to make sure they received the support they needed.

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. People’s care plans contained information about their wishes for the future. People had anticipatory care plans in place, these included their wishes for end of life care including any religious or spiritual requests. People’s requests about treatment were recorded including about when they wanted to go into hospital or be treated at the service. When people had not wished to discuss their end of life wishes this had been recorded and the subject was reviewed regularly.