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Inspection Summary

Overall summary & rating


Updated 21 May 2020

About the service

Willowbrook is an extra care housing service. People using this service lived in their own apartment within one large building. The building comprised of 79 individual apartments.

Not everyone living at Willowbrook received personal care. The Care Quality Commission only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of inspection 59 people were in receipt of the service.

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

People experienced care which was exceptionally person-centred, placing great emphasis upon ensuring people lived the best lives they could. Feedback received from people, their relatives and visiting professionals described how the service had impacted positively on people’s lives. One person told us, "I am doing things now I would never have done before. Since living here I've grown in confidence which makes things happen." They told us their level of confidence and greater independence was as a result of the outstanding effort and level of care and support they received from staff.

People and their families told us they were involved in the decisions made about the care they received. Care plans were reviewed on a regular basis and where necessary changes to people’s care was made. People were supported to maintain both family and personal friendships both internal and external to the service. The provider had a complaints policy in place and any complaints had been handled in line with their policy.

People told us they felt very safe living at the service, and they were protected from abuse. Assessments had been completed and reviewed to make sure people and the environment were safe. People’s medicines were handled safely. New staff were recruited safely, and enough staff were employed to support people. The service was very clean, tidy and staff had access to adequate amounts of gloves and aprons to support with infection control.

People’s needs were fully assessed before they received their package of care. People received care from staff who were skilled and experienced to care for people.

Staff received regular supervision sessions to support them in their role. People were supported to eat and drink enough to maintain a healthy lifestyle. Where necessary staff referred people to their GP, and other medical professionals to make sure people were supported to remain well. People had access to a variety of communal areas within the service. This included an on-site restaurant/dining area, a well-furnished lounge area.

Staff cared for people with a great level of care and respect. Staff knew the people they cared for very well.

The registered manager, deputy manager and all staff had a very good understanding of their roles and responsibilities. All staff had a good working relationship with various external professionals who supported them to care for people well. Visiting professionals were very complimentary about the service. They told us, “The staff here genuinely care for people. They know people so well. I have peace of mind for my clients who live here. I only wish the service was bigger.” The registered manager told us how the service was seen as a ‘flagship service.’ This was due to the level and model of care provided. Staff had recently been nominated for the British Care Awards and had been successful in getting through to the finals later in the year. People, their relatives and staff told us the service was very well-led and spoke highly of the registered manager, stating they were approachable; caring; lead by example and were a very visible presence in the service. Staff told us they felt valued, supported and listened to in their role.

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 22 Se

Inspection areas



Updated 21 May 2020

The service was safe.

Details are in our safe findings below.



Updated 21 May 2020

The service was effective.

Details are in our effective findings below.



Updated 21 May 2020

The service was caring.

Details are in our caring findings below.



Updated 21 May 2020

The service was exceptionally responsive.

Details are in our responsive findings below.



Updated 21 May 2020

The service was well-led.

Details are in our well-led findings below.