- Homecare service
Archived: Willow Home Care Ltd
Assessment report published 4 December 2025
Contents
Ratings
Our view of the service
Date of assessment: 16 July 2025 to 29 July 2025. Willow Home Care Ltd provides care and support to adults living in their own home. We undertook this assessment due to serious concerns we had received regarding late calls, missed calls and poor standards of care. We found the quality of the service had deteriorated and there were now 2 breaches of regulation relating to risk management and governance. Potential risks to people’s health and welfare had not always been assessed and there was no guidance for staff to follow to mitigate the risks. Staff were not always safely recruited and had not received training and effective supervision to make sure they had the skills to support people safely. Medicines were not always managed safely. The provider had not followed the Mental Capacity Act 2005 when decisions were made about people’s care and support. The service was not providing person centred care and acting in people’s best interests. Care plans lacked detail and assessments were not evidenced.
In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/or appeals have been concluded. This service is being placed in special measures. The purpose of special measures is to ensure that services providing inadequate care make significant improvements. Special measures provide a framework within which we use our enforcement powers in response to inadequate care and provide a timeframe within which providers must improve the quality of the care they provide.
People's experience of this service
People and relatives stated they were not happy with the service provided. People told us they received consistent late calls or missed calls. People told us they were not confident staff were fully trained and did not have confidence in staff completing their care as they wished. People told us they didn’t have consistent staff and often had staff that were not of their gender preference. People and relatives told us they found it hard to get hold of the office staff and manager as the phone often was not answered. People did not receive person centred care or involvement in their care plans.