28 November 2017
During a routine inspection
This inspection was carried out on 28 November 2017 and 07 March 2018 and was unannounced. When we previously inspected the service on 07 January 2016 we found that care records were not always regularly updated to provide a comprehensive account of people’s changing needs and staff were not provided with sufficient training to develop their skills to meet people`s needs effectively. At this inspection we found that these areas had improved.
The home had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission (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 told us they felt safe living at The Willows and their needs were met. Health care professionals were complimentary about staff and the registered manager and they felt that staff provided effective care and support to people. Staff were knowledgeable about how keep people safe and how to manage risks to people’s safety and well-being. People told us there were sufficient numbers of staff to meet their needs in a timely manner. Staff were recruited through robust procedures.
People were involved in planning their care and support and their views were listened to by staff. Staff worked in accordance with the principles of the Mental Capacity Act 2005 (MCA) and promoted choice and involvement. Staff knew people well, were caring and respected people’s preferences. People were asked for their permission before staff assisted them with care or support.
Staff attended regular training sessions and the registered manager created opportunities for continuous development. Staff received regular support from management which helped them to feel supported and valued and they told us they felt able to seek assistance when they needed to. People were supported to eat and drink and had regular access to health and social care professionals.
People’s privacy and dignity was promoted and they told us staff were caring and kind. People received care that met their needs in a way they liked and care plans contained up to date, clear information. People told us they planned their days and the activities they wanted to do on a daily basis. There were no recent complaints and feedback we received from people, their relatives, staff and professionals was positive.
Everyone we spoke to in the home and health professionals were positive about the management of the home. There were effective quality assurance systems in the home and there was visible leadership for staff. The ethos of the home was person centred and the environment was homely.