Archived: Willows, Woking Community Hospital

At this inspection we found that the registered person had not taken appropriate steps to ensure that staff were able to provide people using the service with appropriate levels of privacy, autonomy and dignity.

At this inspection we found that the registered person had not taken the steps required to ensure that the people's care and welfare was planned and delivered in a way that met their needs.

At this inspection we found that the registered person had implemented some parts of their action plan and that the premises were generally well maintained and safe. However, we found that the registered person had not taken account of published information in relation to providing an environment that enhanced people's experience of care who were living with dementia.

The registered person had not maintained the premises to protect privacy or made reasonable adjustments to make sure that people could use the shower safely.

At this inspection we found that the registered person had not taken steps to implement their action plan because they had not reviewed and monitored the levels of staffing required to meet the needs of people who used the service.

The Expert by Experience spoke to the family members visiting the service and concluded that people generally spoke highly of the staff and the efforts they made supporting their relative. They told us that there was 'not always enough staff present' to ensure the safety of the people one relative told us that their family member had a number of falls usually during the evening handover of staff, with no staff in the day room during this period. They had made an official complaint to the Chief Executive of the trust.

There was no meaningful and stimulating activities organised for the people. One staff member told us that stimulation was not a good thing for the people who lived at the Willows.

We observed the staff although very busy provided good interactions with the people who lived there.

Safeguarding procedures were in place and staff received training to ensure people's safety.

We found a number of environmental concerns which meant that people were not always being cared for in a suitable safe, accessible and well maintained environment. We witnessed the service being used as a common passageway for external staff to access the outside of the building, without any recognition of the people who lived at the service or staff.

We were told by visitors to the service and witnessed that people were supported by a reduced but dedicated staff team.