Archived: Willowmere

Updated 6 October 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014

This inspection took place on 30 and 31 August 2017 and was unannounced.

The inspection team consisted of one inspector.

Before the inspection visit, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We used this information in the planning of our inspection.

As part of our inspection, we reviewed the information we held about the service. We contacted

representatives from the local authority and Healthwatch for their views about the service and looked at the statutory notifications the registered manager had sent us. A statutory notification is information about important events which the provider is required to send to us by law.

During the inspection visit, we spoke with 11 people who used the service, one relative, two local GPs, a social worker and a continence nurse. We also spoke with the registered manager, the provider’s quality manager, two senior care staff and three care staff. We looked at four people's care records, complaints records, medicines records, incident records, staff training records, three staff members' recruitment records and records associated with the provider's quality assurance systems.

Updated 6 October 2017

Willowmere is an extra care housing scheme that provides accommodation for up to 79 people in their own apartments. SOS Homecare Ltd, the registered provider, provides personal care to some of the people who live there. At the time of our inspection, 22 people were receiving personal care from SOS Homecare Ltd.

At the last inspection, the service was rated Good and, at this inspection, we found the service remained Good.

At our last inspection on 24 May 2015, we found a breach of Regulations of the Health and Social Care 2008 (Regulated Activities) Regulations 2014. This breach related to the lack of an effective complaints handling system at the service. The provider sent us an action plan setting out the improvements they intended to make. At this inspection, we found the provider had made improvements to the service.

People still felt safe living at the home, and the staff supporting them understood how to recognise and report abuse. The risks to people had been assessed, kept under review, and plans developed to manage these. Staffing levels at the service ensured people received a consistent and reliable service. People received support and assistance with their medicines from trained staff.

People still had confidence in the knowledge and skills of staff employed at Willowmere. Staff participated in a rolling programme of training designed to enable them to work safely and effectively. Some staff lacked understanding of people’s rights under the Mental Capacity Act 2005, and the mental capacity assessments completed were not decision-specific or appropriately recorded. People had enough to eat and drink, and received the support they needed to collect or prepare their meals. Staff helped people to access healthcare services in the event they were unwell.

Staff approached their work with a kind and caring attitude, and took the time to get to know people well. People's involvement in care planning and other decision-making affecting them was encouraged. People were treated with dignity and respect by staff who understood the need to promote their rights.

People received care and support shaped around their individual needs and requirements. Staff understood the need to work in accordance with people’s care plans. Most people knew how to raise complaints and concerns about their care, and felt comfortable doing so. People’s complaints were recorded and responded to in line with the provider’s complaints procedure.

Most people felt the home was well managed and found the registered manager approachable. Staff felt well supported by the registered manager, and were clear what was expected of them. The provider carried out quality assurance activities to monitor and improve the quality of the service people received.

Further information is in the detailed findings below.