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Willowbrook Extra Care and Outreach

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

We have not inspected this service yet

Inspection summaries and ratings at previous address

Overall summary & rating


Updated 8 December 2017

Alexandra House is an ‘extra care’ housing scheme. People live in their own homes where care and housing are provided under separate contractual agreements. CQC does not regulate the premises used for extra care housing; this inspection looked at people’s personal care service.

The personal care and support people required was provided at prearranged times by a team of staff who work at the scheme. There were 33 people living at Alexandra House at the time of our inspection visit. 14 people required assistance with personal care; this is help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

Since the last inspection in April 2016 the provider of the service had changed. This was the first inspection of Alexandra House since the new provider, Making Space, took over in February 2017.

The inspection visits took place on 8 and 14 November 2017 and were announced. We told the provider we were coming so they could arrange for us to visit people who lived at Alexandra House and so they could arrange to be there.

A requirement of the provider’s registration is that they have a registered manager. There was a registered manager in post at the time of our inspection. A registered manager is a person who has registered with the CQC 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.

People received care and support which protected them from avoidable harm and abuse. Risks to people’s safety were identified and measures were in place to help reduce these risks. People who required assistance to take their medicines were supported by staff who had received training to do this safely.

There was enough staff to allocate all the visits people required and to meet their needs safely. Recruitment checks were completed on new staff to ensure they were suitable to support people who used the service. Staff received regular training that provided them with the skills and knowledge to support people’s needs. Staff had regular checks on their practice to make sure they continued to support people safely.

People were visited by a team of regular staff that they knew and who they said were kind and considerate. Staff respected people's privacy and people said the support they received helped them to live independently in their own homes. Staff arrived around the time arranged and stayed long enough to do everything people needed without having to rush.

The registered manager and staff understood the principles of the Mental Capacity Act (MCA). Staff respected people’s decisions and gained people’s consent before they provided personal care. When needed, arrangements were in place to support people to have enough to eat and drink and to manage their healthcare needs.

People were provided with care and support which was individual to them. The registered manager and staff had a good understanding of people’s individual needs and preferences. People’s care and support needs were kept under review and staff responded when there were changes in people's needs.

People were encouraged to raise concerns and were confident these would be responded to. The registered manager used feedback from people to assist them in making improvements to the service.

Staff said they received good support from the management team and that senior staff were always available to give advice. The registered manager and staff told us there was good team work and that they all worked well together. Feedback from people was sought and used as an opportunity for improving the service people received. There was effective and responsive processes for assessing and monitoring the quality of the service provided.

Inspection areas



Updated 8 December 2017

The service was safe.

Staff understood their responsibility to keep people safe and to report any suspected abuse. People received support from staff who understood the risks identified with their care and knew how to support people safely. People felt safe with staff, and there were enough staff to provide the support people required. The provider checked the suitability of staff before they were able to work in people�s homes. People who required support received their medicines as prescribed.



Updated 8 December 2017

The service was effective.

People�s needs and choices were assessed to make sure they received the care and support they required to live life as they chose. Care staff completed an induction and training to make sure they had the knowledge and skills to deliver effective care to people. The registered manager and staff understood the principles of the Mental Capacity Act and respected decisions people made about their care. Where required, staff made sure people had enough to eat and drink and referred people to healthcare professionals if needed.



Updated 8 December 2017

The service was caring.

People were supported by staff who they considered were kind and considerate. People said the support they received helped maintain their independence so they could remain at home. People received care and support from staff they knew well.



Updated 8 December 2017

The service was responsive.

People�s received a service that was based on their choices and preferences and was responsive to their needs. Care plans provided staff with the information they needed to provide care safely and effectively. People knew how to complain if they needed to.



Updated 8 December 2017

The service was well led

People were satisfied with the care they received and were able to share their opinion about the service provided. Care staff received the support and supervision they needed to carry out their roles and felt confident to raise any concerns with the management team. The registered manager and provider had effective processes to regularly review the quality of service people received.