Archived: Willow Court

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff treated people with kindness and compassion, and we saw warm interactions throughout the inspection. People told us staff were caring and respectful in how they supported them. One person said, “The staff are good, they know what they are doing.” Relatives also described staff as approachable and supportive. Staff spent time with people and offered reassurance when needed which helped people feel comfortable and well cared for.

Staff supported people in a way that respected their individuality choices and preferences. People told us they were encouraged to make their own decisions about their daily routines. One person said, “I do pick my own clothes each day.” Staff knew people well and adapted support to reflect what was important to them which helped people feel valued and understood.

People were supported to make choices about their daily routines and how they preferred to be cared for. Staff promoted choice in how people spent their time and ensured support was flexible so people could maintain control over their care. Relatives told us people were able to make decisions about every day matters.

People were supported to make choices about how they spent their time and had access to a wide range of activities both inside the home and in the community. Activity schedules were displayed throughout the service and in people’s rooms so they could decide what they wished to join. Relatives told us the service offered varied and enjoyable activities. One relative said, “The activities are absolutely brilliant, can’t fault them on that.” Staff supported people to maintain community links and attend events outside the home which helped people stay connected and continue the things that mattered to them.

Staff responded promptly when people’s needs changed and took action to keep people safe. Records showed staff contacted health professionals quickly when people became unwell and followed advice to provide immediate support. Staff described how they monitored people throughout the day and adjusted care when they noticed changes. Relatives told us staff kept them informed when support was needed urgently and worked with them to ensure people received timely care. One relative said, “My [family member] recently had a chest infection. They called an ambulance, but [family member] refused to go. They then called the GP, who came out. After several rounds of antibiotics, [family member] began to improve. I was very happy with the way they dealt with the whole issue.”

Staff told us they felt supported in their roles and said managers were approachable and encouraged open communication. They said they were comfortable raising safeguarding concerns and felt listened to when they did so. Staff described a team culture where colleagues helped each other and said senior staff were available to offer guidance when needed.

Staff said they had access to care plans on the electronic system and found information clear and easy to locate. Staff told us managers were available to offer guidance and encouraged them to develop their skills which contributed to a positive working culture.