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The Willows Care Centre Good

Inspection Summary


Overall summary & rating

Good

Updated 22 November 2018

The Willows Care Centre is a ‘care home’. People in care homes receive accommodation and nursing or 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 is a large converted property. Accommodation is arranged over three floors and a lift is available to assist people to get to the upper floors. The service provides care for up to 40 older people, people living with dementia or people with a mental health condition. There were 32 people living at the service at the time of our inspection.

At the last inspection we found continued breaches of regulations 12, 17 and 18 of the Health and Social Care Act 2008 and the service was rated Requires Improvement. Following the inspection, we asked the provider to complete an action plan to show what they would do and by when to address the breaches. At this inspection we found that the provider had completed their action plan and the service was no longer in breach of regulations.

Since our last inspection the provider had completed their plan to stop providing nursing care at The Willows Care Centre. People who required nursing care had been supported to move to alternative services and the provider no longer employed registered nurses.

At our last inspection in August 2017 we found people were at risk of harm because their medicines were not managed safely. At this inspection we found that significant improvements had been made to the management of people’s medicines and people were no longer at risk.

People were now protected from the risk of harm. Previously risks to people had not been assessed and action had not been taken to mitigate risks. Risks had now been identified and action had been taken to manage them.

Records about people and the care they received were now accurate and complete, held securely and easily accessible to staff when they needed them. The provider had addressed the shortfalls in the record keeping and storage found at our last inspection.

Previously effective systems to assess, monitor and improve the quality and safety of the service were not in operation. Since our last inspection the provider had improved the checks completed at the service and now had oversight of the service. The registered manager and the provider checked all areas of the service regularly to make sure it met the standards they required. Any shortfalls had been identified and action was planned and completed to address them. The views of people, their relatives, staff and community professionals were asked for and acted on to continually improve the service.

A registered manager was leading the service. 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.

Staff felt supported by the registered manager and were motivated. A member of the management team was always available to provide the support and guidance staff needed. Staff worked together to support people to be as independent as they wanted to be. All the staff we spoke with told us they would be happy for their relatives to live at The Willows Care Centre.

Staff were kind and caring and treated people with dignity and respect. They took time to get to know each person well and provide the care people wanted in the way they preferred. People received the care and support they wanted at the end of their life. Since our last inspection the provider had begun to implement the Gold Standards Framework (GSF) for end of life care. The GSF is a recognised approach to ensuring that everyone receives appropriate and individualised care which takes account of their wishes and preferences at the end of their life.

Asse

Inspection areas

Safe

Good

Updated 22 November 2018

The service was safe.

Risks to people had been identified and staff supported people to be as independent and safe as possible.

People were now protected from the risks of unsafe medicines management.

Staff knew how to keep people safe if they were at risk of abuse or discrimination.

Action was taken to stop accidents and incidents happening again.

There were enough staff who knew people well, to provide the care people needed.

The service was clean.

Checks were completed on staff to make sure they were honest, trustworthy and reliable.

Effective

Good

Updated 22 November 2018

The service was effective.

People�s needs were assessed with them and their relatives when necessary.

Staff followed the principles of the Mental Capacity Act (2005) and Deprivation of Liberty Safeguards. People were supported to make their own decisions.

Staff were supported and had the skills they required to provide the care people needed.

People were supported to eat and drink enough to help keep them as healthy as possible.

People were supported to remain healthy.

The building was designed to support people to be as independent as possible.

Caring

Good

Updated 22 November 2018

The service was caring.

Staff were kind and caring to people and supported them if they became worried or anxious.

People were given privacy and were treated with dignity and respect.

People were supported to be independent and have control over their care.

People were supported to spend time with their family and friends.

Responsive

Good

Updated 22 November 2018

The service was responsive.

People had planned their care with staff. They received their care in the way they preferred.

People participated in a variety of activities.

Any concerns people had been resolved to their satisfaction.

People were supported in the way they preferred at the end of their life.

Well-led

Good

Updated 22 November 2018

The service was well-led.

Checks completed on the quality of the service had improved and action was taken to remedy any shortfalls.

People, their relatives and staff shared their views and experiences of the service and these were acted on.

Staff shared the provider�s vision of good quality care.

Staff were motivated and led by the registered manager. They had clear roles and responsibilities and were held accountable for their actions.

The registered manager worked with other agencies to ensure people�s needs were met.