The Willows Nursing Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People were treated with kindness and respect. They had good relationships with staff and trusted them. We saw staff being polite, considerate, offering and respecting people's choices. People took part in a range of activities. People were supported to be independent where they were able. Staff said they felt well supported and happy working at the service. We did not assess all the quality statements within this key question. We did not identify concerns relating to these areas which we judged as being met at our last inspection.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People had good relationships with kind and caring staff. Their comments included, ''The carers are kind, and they know me, they listen to me. All my care is done well and with much respect'', ''The carers are always kind and respectful'' and ''Carers use [person's] first language and read [their] body language so they know if [person] is not happy about something. They are good staff; like a family.''

The staff spoke about people in a respectful way. They understood about providing care with dignity and respect.

External partners told us they thought people were well cared for. Some of their comments included, ''It is a nice home and has improved a lot'', 'Staff are kind and work hard'' and ''The carers are wonderful.''

We witnessed one interaction where a staff member used language which was not appropriate and spoke about a person's needs in front of others. We discussed this with the registered manager so they could address this and staff could learn from this. Most interactions were kind, considerate and caring. Staff offered people choices and spoke with people politely and calmly.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People told us they were able to make choices. They told us they were supported to be independent where they were able. People and their relatives explained there were a range of different activities on offer. Some of their comments included, ''I like going to the shops and the library. We have cultural days too'', ''Volunteers visit and they are good with people'' and ''There is often something happening, and we can join in.

The provider employed a member of staff to help plan and facilitate activities. They told us they liked to get to know people's interests and hobbies. They had developed scrap books and took photographs to help people remember the activities they had participated in. They explained they shared photographs and information with families.

We saw people participating in individual and group activities. A voluntary group who visited the home weekly were at the service providing additional activities on the day of our inspection visit. Staff offered people choices of where to sit, what to eat at mealtimes and what they wanted to do.

The staff created care plans for people. In general, these were detailed and showed personalised choices and how needs would be met. We found a small number of care plans did not contain enough information about an identified need or when needs had changed. The staff knew about these needs and people were receiving good care. However, the records had not been updated. We discussed this with the registered manager who agreed to review these care plans and ensure these included people's holistic needs.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

Staff told us they felt well supported and were able to get help, advice and support when needed. This included with personal needs that impacted on their work.

There were systems to help support staff wellbeing. These included regular meetings with the registered manager.