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The Willows Residential Home (Hinckley) Good

The provider of this service changed - see old profile

Inspection Summary

Overall summary & rating


Updated 19 May 2017

The inspection visit took place on 13 April 2017 and was unannounced.

The Willows Residential Home (Hinckley) is a care home that provides accommodation and personal care and support for up to 40 people, some of whom were living with dementia when we visited. At the time of our inspection 31 people were using the service. At the last inspection on 17 February 2015, the service was rated good. At this inspection, we found the service remained good.

People received care and support that was not consistently safe. People felt safe but risks to their health and well-being were not always assessed and guidance was not always followed. Staff knew their responsibilities to protect people from abuse. The provider had checks in place to support people to remain safe from the environment and the equipment they used. Although people received the care and support when they requested it, most people and their relatives told us that staffing numbers were not suitable. We saw that people sometimes spent periods of time without staff checking on their well-being. We saw that staff were recruited safely and the provider had recently employed six new staff members following their own processes.

People received their medicines when they required them and in a safe manner. Staff received training and guidance to make sure they remained competent to handle people’s medicines.

People continued to receive effective care from staff. Staff received guidance, training and support so that they had the necessary knowledge and skills to provide good care to people. People were complimentary about the food and drink offered to them and they were supported to maintain their health.

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 provided guidance in this practice.

Staff knew the people they supported and offered care in kind and compassionate ways. People’s dignity was maintained and staff gave people the time they needed when speaking with them. People were involved in decisions about their care and extra support was available should this be required. People were supported to maintain their independence so that they did not lose their skills.

People received care based on their preferences and things that mattered to them. Their care plans were focused on them and contained guidance for staff. People’s or their representative’s contribution to the review of their care plan was not always documented.

People knew how to make a complaint and the provider took the appropriate action when one was received.

The service continued to be well-led. People, their relatives and staff had opportunities to give suggestions about how the service could improve. The registered manager listened to suggestions and took action where required. Staff felt supported and received good support. The registered manager was aware of their responsibilities. This included the carrying out of quality checks of the service to drive improvement.

Further information is in the detailed findings below.

Inspection areas


Requires improvement

Updated 19 May 2017

The service was not consistently safe.

People felt safe and were protected from abuse by staff who knew their responsibilities for supporting them to remain safe.

Guidance was not always followed or in place where there were risks to people’s health and well-being. Staff took appropriate action when an accident or incident occurred.

People received care and support when they requested it without having to unduly wait. The provider planned to review staffing numbers to make sure there was a suitable amount.

Staff were checked for their suitability prior to working for the provider.

People received their prescribed medicines safely from staff who were trained.



Updated 19 May 2017

The service remains effective.



Updated 19 May 2017

The service remains caring.



Updated 19 May 2017

The service remains responsive.



Updated 19 May 2017

The service remains well-led.