17 October 2012
During a routine inspection
We spoke with two staff members, the care team leader and registered manager during the course of our inspection.
We met and spoke with six people who used the service in their own homes. As part of our inspection, we reviewed the records held at Willowmere and in some people's homes.
As part of this review, we asked people who used the service to comment on the management of the home and the standard of care provided. People who used the service all told us that they were 'happy' and 'very satisfied' with the care and support provided by the staff. They told us they had no complaints and they were confident the staff or manager would appropriately address any issues they had.
We looked at five care plans and risk assessments which were reviewed regularly and accurately described what people had asked for in their care packages.
We looked at staff recruitment files and saw that the agency had appropriate recruitment and selection procedures in place.
We saw that staff at Willowmere completed monthly randomly selected satisfaction phone call survey's to people. People who used the service told us that their views were listened to and any queries or concerns were responded to appropriately.