CQC report explained · a residential care home
What the CQC found at The Willows Care Home
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People were protected from avoidable harm and staff understood safeguarding, risk management and medicines procedures. Chemical restraint was sometimes used when people were very distressed, but inspectors said it was reviewed and used in line with healthcare advice.
- Effective?
- Good
- Staff assessed people's physical, mental, communication and sensory needs. People received suitable training and support with food, healthcare, daily choices and legally required decision-making arrangements.
- Caring?
- Good
- Staff provided kind and compassionate care, respected privacy and dignity, and supported people to communicate and make choices. Inspectors saw staff asking permission before entering people's bedrooms.
- Responsive?
- Good
- Care was personalised and regularly reviewed. People were supported with communication, relationships, community activities and personal goals, although recruitment difficulties affected access to some activities.
- Well-led?
- Good
- Managers were visible and approachable, staff felt supported, and audits and reviews were used to monitor quality. People, relatives and staff were invited to give feedback and help improve the service.
What inspectors found, March 2023
The Willows Care Home was rated Good; inspectors found kind, personalised care, with some disruption to activities because of recruitment difficulties.
Inspectors made an unannounced visit on 8 February 2023. One inspector met the six people living there, observed the environment and staff interactions, reviewed care and staffing records, spoke with staff and managers, and received feedback from relatives.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. Inspectors found that people had choice and control, received respectful care, had their health needs supported, and were helped to take part in activities and develop independence.
The home had enough staff to meet people's needs, but was relying on agency workers. Recruitment difficulties also affected access to some activities because there were not enough staff able to drive the service vehicles. The overall Good rating remained unchanged from the previous inspection, published in 2017.
Choice and independence
People were supported to make choices, develop skills and live as independently as possible. Staff focused on what people could do and helped them pursue their interests and goals.
“People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible” from the report
Kind and respectful care
Staff understood people's individual communication and sensory needs. They treated people with kindness, protected their privacy and supported them to express their views.
“People received kind and compassionate care from staff who used positive, respectful language which people understood and responded well to.” from the report
Personalised support
Care plans reflected people's needs and were reviewed as those needs changed. Staff supported people to achieve meaningful outcomes, including improved mobility.
“Support focused on people's quality of life outcomes and people's outcomes were regularly monitored and adapted as a person went through their life.” from the report
Good leadership
Managers were approachable and staff described feeling supported. The service had regular audits and a culture of learning and improvement.
“Governance processes were effective and helped to hold staff to account, keep people safe, protect people's rights and provide good quality care and support.” from the report
Reliance on agency staff
needs fixingThe service was relying on agency staff at the time of inspection. Regular agency workers were used where possible, but families should ask how staffing continuity is managed.
“At the time of our inspection the service was reliant on the use of agency staff.” from the report
Some activities affected
needs fixingRecruitment difficulties meant that some activities were affected because there were not enough staff who could drive the service vehicles. The provider was working to reduce the disruption.
“The current recruitment difficulties the provider was experiencing was impacting on people's access to some activities, due to difficulties recruiting staff who could drive the service vehicles.” from the report
Chemical restraint
needs fixingChemical restraint was used at times when people were very distressed. Inspectors said it was reviewed and used only when considered appropriate and in line with healthcare professionals' advice, but families should understand when this might apply.
“At times staff used chemical restraint when people were very distressed.” from the report
- 01How many agency staff are currently working here, and how do you make sure they know my relative's routines, communication needs and support plans?
- 02Have recruitment difficulties stopped affecting activities, and which community activities can people now access?
- 03In what circumstances might chemical restraint be used, who authorises it, and how is it reviewed?
- 04How will my relative be supported to make choices and communicate if they have limited verbal communication?
- 05How often are care plans reviewed with relatives and the healthcare professionals involved in a person's care?
This was an unannounced inspection covering all five CQC questions, including the care provided, the premises, staffing, infection control and management systems. This explanation was written from the published report of 9 March 2023 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, November 2017
Rated Good; inspectors found safe, kind and responsive care, with a new manager settling in.
Inspectors made an unannounced visit on 19 October 2017. They spoke with four staff, reviewed care and staff records, checked medicines and management systems, and received feedback from an advocate, a social care professional and relatives.
The home supported six people with learning disabilities, although it was registered for up to seven. Inspectors found enough staff, safe medicines systems, suitable care records and staff who understood people's needs, communication and risks.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. The service had also been rated Good at the previous inspection in September 2015, so the overall rating remained Good.
Staffing and safety
Inspectors found enough staff to meet people's needs, including one-to-one support in the home and community.
“There were sufficient staff to meet people's needs.” from the report
Kind relationships
Staff built trust and friendly relationships, and understood how people communicated their wishes and needs.
“Staff continued to have caring and friendly relationships with people.” from the report
Personalised support
Care records covered people's health, emotional, personal, social and financial needs. Plans were reviewed when needs changed.
“Care plans were regularly reviewed and updated in line with any changes in people's health or support needs.” from the report
Activities and family contact
People were supported to take part in structured activities at home and in the community, and to maintain relationships with friends and family.
“People were supported to undertake activities at the service and in the community.” from the report
Manager registration
minorThe previous registered manager had left a few weeks before the inspection. A new manager had been in post for two weeks and had started the application process to become registered.
“At the time of our inspection the service did not have a registered manager.” from the report
- 01Has the new manager completed the application to become the registered manager?
- 02How will staff support my relative's communication and help them make choices?
- 03How are changes in a person's health or support needs identified and added to their care plan?
- 04What one-to-one support will be available for activities in the home and community?
- 05How will the home involve relatives in decisions about care, health and support?
This was an unannounced inspection covering all five CQC questions, with observations, record checks, staff discussions and feedback from an advocate, a professional and relatives. This explanation was written from the published report of 16 November 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 Care Home
3 rated inspections over 7 years: the service has held its Good rating throughout.
- March 2023Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- November 2017Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- October 2015GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- July 2013
Report published without a new overall rating.
- September 2012
Report published without a new overall rating.
- March 2011
Registered with the Care Quality Commission on 8 March 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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