- Care home
Willowbrook View
Assessment report published 16 July 2026
Contents
Ratings
Our view of the service
Date of assessment 13 April to 27 April 2026.
Willowbrook Care Home provides accommodation and personal care for up to 84 people for adults including people living with dementia, physical disabilities, and sensory impairments. At the time of our assessment, 20 people were living at the service.
This was the service’s first assessment since opening on 13 March 2025. The assessment was undertaken in response to concerns received, which had been addressed by the provider prior to our assessment. Following this assessment, the service has been rated Good overall, with the Caring key question rated as Outstanding.
Overall, the service provided safe care and treatment. People were protected from the risk of harm, and recruitment processes ensured staff were suitable for their roles. Care plans were detailed and person-centred, reflecting people’s individual needs and preferences. Relatives and partners were actively involved in reviewing and contributing to care planning to ensure accuracy and consistency of care.
People, their relatives and staff told us improvements had been achieved following changes in management, particularly in relation to responsiveness to concerns, effective communication, and timely action planning. The management team demonstrated increased oversight of the service, supported by effective systems and processes to monitor quality and performance.
There was a positive culture of learning, improvement, and innovation embedded within the service. Staff spoke positively about their working environment, and partners consistently described strong, collaborative working relationships with the management and staff team.
People had access to in-house services such as a hairdressing salon, nail care, a barber shop which included beard grooming, a spa room where people could experience a massage, a gym and physiotherapist and access to transport for appointments with staff, where required. Activities were person-centred and co-produced with people living at the service, supporting engagement and meaningful outcomes.
Where shortfalls were identified during the assessment, the provider took prompt action to address these and provided evidence of improvement.
People's experience of this service
People and their relatives consistently shared positive feedback about the service and their experiences. Relatives described a welcoming and inclusive environment, with one commenting, “Everyone here is so happy. I see it every day when I come in. People are involved and feel included. I didn’t know a care home could be like this.”
People living at the service also spoke positively about their experiences, with comments such as, “I like living here and I like the staff,” and “All the staff seem marvellous.” Several people described the service as being more like a hotel than a traditional care home, highlighting the level of choice, independence, and comfort they experienced.
People and relatives told us they felt welcomed and included within the service. They particularly valued the dedicated bistro area, where food and drinks were available throughout the day. Feedback about the food was very positive, with people noting the quality and the involvement of the chef, who regularly engaged with them to help shape menus and meal options.
People said the management team were approachable and responsive to any concerns. Both people and relatives noted improvements in communication since the appointment of the new manager.
There was consistent feedback that activities available at the service enhanced people’s wellbeing and were tailored to individual preferences and needs. Relatives also told us their family members received excellent personal care and were always treated with kindness, dignity, and respect.
The service also considered the needs of visiting families. Younger visitors had access to a children’s room equipped with games and activities. One young relative told us, “I love coming here. It’s so nice, and I can go in the children’s room if I want.”