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Inspection Summary

Overall summary & rating


Updated 8 December 2018

Willowbrook provides accommodation and nursing care for up to 75 people. People living in the service may have dementia and or enduring mental health conditions.

The service comprises of two buildings; Aldridge House, which has accommodation for 45 people diagnosed as living with dementia, and Alexander House, which has a 15 bed wing for people with mental ill health and 15 beds for people living with dementia.

At the last rating inspection in June 2016, the service was rated Good. At this inspection we found the service had developed further and was now Outstanding.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were kept safe and secure from risk of harm. Potential risks to people had been assessed and managed appropriately by the provider. People received their medicines safely and as prescribed and were supported by sufficient numbers of staff to ensure that risk of harm was minimised. The provider had introduced enhanced systems to ensure people remained safe within the home.

The provider and their staff had continued to show a high level of compassion and kindness when caring for people, demonstrating a dedicated person centred approach to supporting their care and well-being. Feedback from people, relatives and healthcare professionals were extremely positive and complimentary, all providing glowing endorsements of how caring and compassionate staff were towards their loved ones.

People’s rights to privacy were respected by the staff and their dignity was maintained and upheld at all times. People were supported to express their views and be actively involved in making decisions about their care and support needs, by a provider who valued their input. Staff consistently sought people’s consent before providing care and support.

The provider demonstrated a high level of responsiveness to people’s individual care and support needs. They knew people well and understood how to help people live a happy and content life. We saw that activities and events were tailored specifically in response to people living with dementia. Staff demonstrated that they understood the importance and benefits of providing person centred care

The provider led by example and there was a strong ethos for quality care which ran throughout the location. All stakeholders had input into the running of the home, their feedback was valued and used to drive forward quality service provision. People, relatives and staff were proud of being part of the home and its positive and uplifting culture. Systems and processes were extremely robust and effective ensuring that quality standards were met and exceeded. The provider was proactive in working with external stakeholders, sharing information and examples of good practice, to develop the service and support external service provision.

People using the service, their relatives and staff were confident about approaching the registered manager if they needed to. They were extremely complimentary about the provider, registered manager and the whole workforce. They recognised that their views were valued and respected by the provider who consistently used their feedback to support quality service development.

Inspection areas



Updated 8 December 2018

The service was safe

People were receiving their medicines as and when prescribed

People were supported by a staff team who understood how to protect them from abuse.

People were supported by staff who were recruited safely.



Updated 8 December 2018

The service was effective

People were supported by a staff team who had the skills to support them effectively.

People�s rights were upheld when staff were making decisions in their best interests.

People were supported appropriately to ensure their nutritional needs were met.

People�s day to day health needs were met.



Updated 8 December 2018

The service was extremely caring

People and their families were supported by a staff team who were exceptionally kind, compassionate and caring towards them at all times.

People were made to feel positive about their lives by staff who understood their individual needs and knew how to support them to enjoy life fully.

People�s privacy and dignity was upheld at all times and they were actively encouraged to be as independent as practicable.

People were supported to maintain relationships that were important to them.



Updated 8 December 2018

The service was responsive

People received care and support to meet their needs and preferences.

People�s care needs were met by a provider who was proactive in finding innovative solutions to enhance their lives.

People could access activities and leisure opportunities that interested them and that supported their well-being.

People and their relatives knew how to raise complaints as and when required.



Updated 8 December 2018

The service was extremely well-led

The service was well-led by a provider who demonstrated a strong understanding of the responsibility they had to service provision.

There was a positive and proactive culture and ethos demonstrated throughout that actively and consistently promoted the health and wellbeing of people, relatives and staff.

People were supported by staff who understood their roles, were clear about their responsibilities and displayed actions that mirrored the ethos of the provider.

There were high quality systems and processes in place that were extremely effective in supporting the service and driving it forward.