The Willows Nursing Home

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

There was a positive culture where people using the service and staff said they felt well supported. The registered manager was suitably qualified and experienced. They were supported by a team of senior managers within the organisation. There were effective systems for monitoring and improving the quality of the service. There were a range of audits and checks. Action was taken when improvements were needed. Records were well maintained, up to date and clear. 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.

Staff enjoyed working at the service. They understood the provider's visions and values. Staff told us they found the management team supportive and helpful. Staff knew how to speak up if something was wrong and felt they would be listened to.

There were regular meetings with staff and opportunities for staff to speak with the management team and share their views. There were a range of policies and procedures, and staff were familiar with these.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The registered manager and staff told us they had made improvements to the service based on their own quality monitoring, information from others and researching best practice.

There were effective systems for monitoring and improving the quality of the service. These included a range of audits and checks. The provider had created and followed action plans, working with others when needed, when areas for improvement were identified. People using the service and other stakeholders were able to share their views on the service through meetings, surveys and informal information sharing. Records were clear and well maintained. The provider used electronic records.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

Staff told us they felt they were involved in learning and improving the service. The registered told us there were systems for gathering the views of stakeholders to help them learn and make improvements.

The provider worked closely with external partners to make improvements and develop systems based on good practice guidance.