The Willows

Updated 14 November 2019

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team

The inspection team consisted of one inspector 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 service is a ‘care home’. People in care homes receive accommodation and nursing or personal care. The Care Quality Commission (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

The inspection was unannounced.

What we did before the inspection

Prior to the inspection, we checked all the information we had received about the service. We assessed the information received in the Provider Information Return (PIR). This is information we require providers to send us at least annually to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.

We contacted the local authority commissioning and safeguarding teams and the local Healthwatch. Healthwatch are a consumer champion in health and care. They ensure the voice of the consumer is heard by those who commission, deliver and regulate health and care services.

During the inspection

We spoke with 10 people who used the service and three relatives.

Throughout the inspection we spent time in the communal areas of the home observing how staff interacted with people and supported them. We spoke with the registered managers, finance director, chef and four staff.

We reviewed a range of care records for six people. We looked at three staff personnel files, in addition to a range of records in relation to the safety and management of the service. We also spoke with one visiting healthcare professional. We used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us.

After the inspection

We continued to seek clarification from the provider to validate the evidence we found.

Updated 14 November 2019

The Willows is a care home which is registered to provide personal care and accommodation for people with dementia or physical disabilities. Accommodation is provided in one adapted building over two floors. The home is registered to provide care for up to 27 people. At the time of the inspection 22 people were living at the home.

People’s experience of using this service and what we found

People and their relatives told us they felt safe and there were safeguarding policy and procedures in place. Staff were knowledgeable about the actions they would take to safeguard people and told us they would be confident to raise concerns.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

A lack of meaningful activities were available to people to occupy them during the day. The registered manager had identified this and was working to improve the activity provision available to people. We have made a recommendation that a full review of activities provision is undertaken.

Effective systems were in place to monitor the quality and running of the service. The registered manager was also the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

Safe recruitment procedures had been followed. Recruitment checks were completed in line with the providers policy. Staff told us they felt well supported at work and received relevant training to enable them to carry out their job roles effectively.

Risk assessments and care plans were in place and contained person-centred information relevant to the needs of people. Environmental risk assessments and checks had been completed to ensure the safety of the building. End of life care plans were not in place for all people. The registered manager was working to update care plans to ensure people’s wishes were recorded.

Staff treated people in a dignified manner and people and their relatives told us staff were caring. Staff told us they felt supported by the registered manager/provider and received regular supervision.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at the last inspection

This service was registered with us on 2 October 2018 and this is the first inspection.

Why we inspected

This was a planned inspection based on our inspection programme.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our inspection programme. If any concerning information is received, we may inspect sooner.