Archived: The Willows Residential Care Home

Care and support plans were recorded and were regularly updated and contained clear information about individuals' care. People or their relatives had been involved.

We found medicines were managed in a safe way.

At the time of this visit there were enough qualified, skilled and experienced staff available to meet people's needs. Staff responded promptly to requests for assistance. One person told us, "They are great."

People's personal records were accurate, fit for purpose and held securely. Other records were kept in an appropriate form.

People told us they received good support from the staff team and their needs were understood and met. Their comments included, 'It's nice' and 'If I don't feel well, I can go and talk to staff.' Staff showed good knowledge of people's physical and mental health needs.

We concluded people who use the service were protected from the risk of abuse, because the provider had taken reasonable steps to prevent abuse from happening, including staff training. People told us they felt safe and they were treated well. People said the staff were well trained. Staff told us they were supported by regular training and supervision. We found there were effective systems in place to monitor the quality of the service people received and the provider encouraged people to share their opinions, suggestions and concerns.