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Inspection carried out on 9 March 2020

During a routine inspection

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 carried out on 22 August 2017

During a routine inspection

Willowbrook provides personal care within an assisted living scheme for people aged 55 and over. The complex comprises of 79 apartments. They are for single person or double occupancy. At the time of the inspection there were 57 people in receipt of a service.

This was the first inspection of Willowbrook since it was registered with the Care Quality Commission on 25 August 2016.

A registered manager was in place. 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 said they were safe and staff were kind and approachable. There were sufficient staff to provide safe and individual care to people. People were protected as staff had received training about safeguarding and knew how to respond to any allegation of abuse. When new staff were appointed, vetting checks were carried out to make sure they were suitable to work with people who needed care and support.

Risk assessments were in place and they accurately identified current risks to the person as well as ways for staff to minimise or appropriately manage those risks. Staff knew the needs of the people they supported to provide individual care.

People had positive relationships with their care workers and were confident in the service. There was a very strong emphasis on key principles of care such as compassion, respect and dignity. People were overwhelmingly positive about the care and support provided by staff. They all said they were treated with kindness and their privacy and dignity were always respected.

Appropriate training was provided and staff were supervised and supported. Staff had a good understanding of the Mental Capacity Act 2005 and best interest decision making, when people were unable to make decisions themselves. People received a varied and balanced diet to meet their nutritional needs.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible, the policies and systems in the service supported this practice.

People had access to health care professionals to make sure they received appropriate care and treatment. Staff followed advice given by professionals to make sure people received the care they needed. Systems were in place for people to receive their medicines in a safe way.

People and staff spoke well of the registered manager and they said the service had good leadership. There were effective systems to enable people to raise complaints, and to assess and monitor the quality of the service. People told us they would feel confident to speak to staff about any concerns if they needed to.

The provider undertook a range of audits to check on the quality of care provided. People had the opportunity to give their views about the service. There was regular consultation with people or family members and their views were used to improve the service.