Background to this inspection
Updated
11 February 2020
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
This inspection was conducted by two inspectors and an expert by experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
The Willows is a 'care home'. People in care homes receive accommodation and personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
This inspection was unannounced.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with five members of care staff, the registered manager and nine people who used the service. We reviewed a range of records including four care records, medicine administration records, three staff recruitment files and training matrix. We also looked at a variety of records relating to the management of the service.
Updated
11 February 2020
About the service
The Willows is a residential care home providing personal care for up to 40 people. At the time of the inspection 27 people were using the service. Accommodation is provided over the ground and first floor with ensuite bedrooms and communal facilities.
People's experience of using this service and what we found
All the people and relatives we spoke with commended the home. People felt safe and well cared for. People's preferences were respected, and staff were sensitive and attentive to people's needs. Staff were seen to be kind, caring and friendly and it was clear staff knew people and their relatives well.
There were sufficient numbers of staff employed to ensure people's needs were met.
Recruitment practices were safe and staff received the training they required for their role.
Risks to people's health, safety and well-being were assessed and care plans were in place to ensure risks were mitigated as much as possible.
Staff were aware of their responsibilities to safeguard people and the service had robust procedures in place.
People's care plans contained personalised information detailing how people wanted their care to be delivered.
Staff were keen to ensure people's rights were respected including those related to ethnicity.
People received their medicines safely and as prescribed. Medicine management practices were safe.
People were supported to eat and drink enough. Staff supported people to live healthier lives and access healthcare services when required.
The service was provided in a homely and clean environment.
Consideration was given to providing a variety of leisure and social activities for people to enjoy.
Quality assurance systems were in place to assess, monitor and improve the quality and safety of the service provided.
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.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 27th October 2018). Since this rating was awarded the registered provider of the service has changed. We have used the previous rating to inform our planning and decisions about the rating at this inspection.
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.