The Care Quality Commission
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Deben Willow Care

Overall: Good read more about inspection ratings

Willow Barn, Claydon Hall, Church Hall, Claydon, Ipswich, IP6 0EL (01728) 453677

Provided and run by:
Deben Willow Care Limited

Important: This service was previously registered at a different address - see old profile

All Inspections

During an assessment under our new approach

Deben Willow Care is a domiciliary care agency, providing personal care to adults in their own homes. At the time of the inspection there were 106 people receiving personal care. Not everyone who used the service received personal care. CQC 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.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right support, Right care, Right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people. We considered this guidance as there were people using the service who have a learning disability and/or who are autistic.

Dates of assessment 25 May 2025 to 18 June 2025 when feedback was given to the leadership team. At the last inspection 2 September 2019, we rated the service good. At this assessment, the rating has remained good.

During this assessment we carried out telephone interviews, contacting 25 people who used the service, 5 relatives and received feedback from 17 care staff about their experience of Deben Willow Care.

This assessment was undertaken in response to concerns raised with us regarding staffing, management and the culture within the service. A number of quality statements that related to the issues raised were assessed to seek assurances of the service provided.

Overall people received safe quality care and were satisfied that their needs were met. However, there were some concerns relating to the timing of visits with people not knowing who to expect and when, some care staff not being on time and people not being informed of changes to their care visits in a timely manner. We identified some communication issues such as language and cultural barriers with overseas staff.

The registered manager who had been in post 2 month prior to this assessment had identified these issues and was taking action. This was a work in progress and had not been fully embedded at the time of the assessment.

We found that people’s risks were assessed, regularly reviewed with mitigating actions taken to protect people from further harm. Staff provided safe, person-centred care which met people’s needs and preferences. Care records provided information to guide staff on how to deliver safe care. We shared examples where the documentation in some areas could be further enhanced to support people’s health and wellbeing outcomes.

The registered manager was open to feedback and demonstrated a positive approach to learning and development. The service was well led with regular checks for quality and safety completed with actions in place for where improvements had been identified. There were regular staff and management meetings to share information, review actions for improvement and to discuss any shortfalls. To support ongoing development of the service the registered manager was strengthening the governance and monitoring systems in the service and we were encouraged by the actions they were taking.

 

12 December 2018

During a routine inspection

Deben Willow Care provides personal care to people who live in their own houses or flats. Not everyone using Deben Willow Care receives the regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. At the time of this announced inspection of 12 December 2018, there were 94 people who used the service.

Deben Willow Care is a domiciliary care agency and registered to support; older people, younger adults, people living with dementia, people with learning disabilities or autistic spectrum disorder, people with mental health needs, people with physical disability and people with sensory impairment.

At our last inspection on 9 and 17 August 2017, we rated the service overall good. The key questions safe effective, caring, responsive and well-led were all rated good.

At this inspection we found the evidence continued to support the overall rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

The service continued to provide people with a safe service. Care workers understood their roles and responsibilities in keeping people safe. Risks to people continued to be regularly assessed and managed well, including from abuse and in their daily lives. Safe recruitment practices were followed with enough care workers to cover people’s planned visits. Where people required support with their medicines, this was done safely. There were infection control procedures and equipment in place to guide care workers in how to minimise the risks of cross contamination.

The service continued to provide people with an effective service. Care workers were trained and supported to meet people’s individual 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. Where required, people were supported with their dietary needs, to maintain good health and access healthcare services where needed. The service worked with other organisations involved in people’s care to provide a consistent service.

The service continued to provide people with a caring service. Care workers had developed good relationships with people, treating them with kindness and compassion. They protected people’s privacy and dignity and promoted their independence.

The service continued to provide people with a responsive service. People received care that was assessed, planned and delivered to meet their individual needs. People’s care records were accurate and reflected the care and support provided. Where required there were systems in place to care for people at the end of their lives. The service listened to people’s experiences, concerns and complaints and acted where needed.

The service continued to be well-led. A system of audits ensured the senior management team had oversight of the quality and safety of the service and shortfalls were identified and addressed. There was a culture of listening to people and positively learning from events so similar incidents were not repeated. As a result, the quality of the service continued to develop.