CQC report explained · a residential care home
What the CQC found at The Willows
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People felt safe and risks, medicines, accidents and infection control were managed appropriately. Inspectors recommended that staffing levels continue to be monitored closely, and found minor gaps in some recruitment records.
- Effective?
- Good
- People's needs and choices were assessed, and staff had the skills and training to support them. People received suitable food, help with healthcare and support with decisions about their care.
- Caring?
- Good
- People and relatives described staff as kind, caring and respectful. Staff supported people's choices, privacy, dignity, independence and spiritual needs.
- Responsive?
- Good
- Care plans reflected people's individual needs and preferences. People had access to activities, visitors, advocacy and support with communication and end of life care.
- Well-led?
- Good
- People, relatives and healthcare professionals spoke positively about the leadership. Quality checks, feedback systems and partnerships with health and social care services were in place.
What inspectors found, February 2020
Rated Good; inspectors found kind, safe and personalised care, with staffing levels and recruitment records needing continued attention.
This was an unannounced planned inspection on 17 January 2020. One inspector spoke with people living in the home, relatives, staff and visiting healthcare professionals. They also checked care plans, medicines, recruitment records and quality monitoring systems.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. People and relatives said they were happy with the care, felt safe and were treated with kindness, dignity and respect.
Inspectors found that risks and medicines were managed safely, people received suitable food and healthcare support, and care was tailored to individual needs. The home had activities, welcomed visitors and involved people in decisions about their care.
There was mixed feedback from staff about whether staffing levels were always enough as people's needs increased. Inspectors recommended close monitoring of staffing. They also found minor gaps in some recruitment records, but the registered manager took immediate action to address these.
Kind and respectful care
People and relatives described staff as caring and respectful. Inspectors saw friendly interactions and support that was more than just completing tasks.
“Staff were kind, considerate and treated people with respect and dignity.” from the report
Safe medicines support
Medicines were stored, given and recorded safely. Time-sensitive medicines were given on time.
“Medicines were safely administered, stored and recorded by staff who had the required knowledge and skills.” from the report
Personalised support
Care plans included people's specific needs and preferences. People were involved in everyday choices and formal care reviews.
“Care plans continued to be personalised to the individual and included details about each person's specific needs and their preferences about how they liked to be supported.” from the report
Activities and family contact
People could choose individual and group activities, including trips out. Visitors could come whenever they wanted and relatives felt welcome.
“Visitors were able to come whenever they wanted.” from the report
Positive leadership
People and relatives spoke highly of the management and the way the home was run. Checks by the provider and home helped identify actions for improvement.
“People and their relatives spoke highly of the registered manager and the running of the home which resulted in thoughtful and compassionate person centred care.” from the report
Staffing levels
needs fixingPeople and relatives felt staffing was sufficient, but staff gave mixed feedback. Some staff felt people's needs had increased and this made it harder to meet needs promptly, so inspectors recommended close monitoring.
“We recommend that the registered manager continues closely monitoring and reviewing staffing levels using an effective tool and through communication with staff to ensure people's needs continue to be met in a timely manner.” from the report
Recruitment records
needs fixingSome staff recruitment files did not contain a full employment history or evidence that this had been discussed at interview. The manager took immediate steps to address this.
“Full employment history was not always available and records did not evidence this had been discussed with potential new staff at interview.” from the report
- 01How do you currently monitor staffing levels when people's needs increase?
- 02What changes have you made to ensure every new recruit has a complete employment history recorded?
- 03How do you check that recruitment discussions and interview records are complete?
- 04How do you make sure staff complete and update their required training on time?
- 05How are people's and relatives' feedback responses turned into actions and improvements?
This was an unannounced planned inspection covering all five CQC areas, including the care provided and the home environment; the previous inspection rating was Good and remained Good. This explanation was written from the published report of 14 February 2020 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, September 2017
The Willows rated Good; inspectors found safe, caring and well-managed care, and the previous Good rating was maintained.
The CQC carried out an unannounced comprehensive inspection on 19 July 2017. Inspectors reviewed care records, staff files, policies, audits and medicines records. They also observed care and spoke with people living there, relatives, staff and visiting health professionals.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough staff, safe medicines management, personalised care, kind relationships and a varied programme of activities.
The report says the home remained Good, as it had been at the previous inspection on 6 November 2014. No breaches or enforcement action are recorded in this report.
Strong management
Inspectors found the home well run, with close oversight of care, medicines, staffing and improvements.
“We found a care home that was well run for the benefit of the people who lived there.” from the report
Safe staffing and medicines
Staffing levels were maintained and inspectors found medicines safely stored, recorded and given.
“Medicines were safely managed. The manager had oversight and had thorough quality assurance processes in place that were fed up to and monitored by the provider.” from the report
Kind and respectful care
Staff knew people well, treated them with kindness and respected their privacy, dignity and choices.
“Staff had positive relationships with people. They showed kindness and compassion when speaking with them.” from the report
Personalised activities
The home offered regular activities based on people's interests, including music, exercise, quizzes and external entertainment.
“There was a varied and regular known programme that included music, quizzes, visiting dogs, exercise and external entertainment.” from the report
Enough staff
People and relatives said there were enough staff, and inspectors found staffing levels had been maintained.
“There were sufficient numbers of staff to meet people needs.” from the report
Inspectors raised no specific concerns in this report.
- 01How are staffing levels decided now, and have they remained consistent?
- 02How are medicines that must be given at particular times monitored today?
- 03How are my relative's food and dietary needs assessed and reviewed?
- 04Which activities are available now, and how are they matched to each person's interests?
- 05Have the planned electronic care records been introduced, and how are they checked for accuracy?
This was an unannounced comprehensive inspection covering all five CQC questions, and the report says the previous Good rating from 2014 was maintained. This explanation was written from the published report of 28 September 2017 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of The Willows
3 rated inspections over 5 years: the service has held its Good rating throughout.
- February 2020Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- September 2017Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- May 2015GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- June 2014
Report published without a new overall rating.
- October 2013
Report published without a new overall rating.
- January 2013
Report published without a new overall rating.
- December 2012
Report published without a new overall rating.
- August 2012
Report published without a new overall rating.
- February 2012
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 4 January 2011.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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23 live-in carers within about an hour of Suffolk
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £1,020 to £1,260 a week. 17 can care for a couple. 7 years' experience on average.
“Not only was she professional, polite and efficient but she bought a lovely smile and laughter to my parents home.”
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.