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
- Inspectors were assured about infection prevention and control, including testing, protective equipment, safe admissions, visiting arrangements and outbreak management. The provider said it had measures to reduce the risks from COVID-19-related staffing pressures.
- Effective?
- Good
- Does the care work? Training, consent, food and drink, working with GPs and nurses.
- Caring?
- Good
- Are people treated with kindness and dignity?
- Responsive?
- Good
- Is care built around the person? Care plans, activities, complaints.
- Well-led?
- Good
- Is the home run well? The manager, the culture, how problems get found and fixed.
What inspectors found, March 2022
Inspected but not rated; inspectors found strong infection control and clean premises during a targeted COVID-19 review.
This was an announced, targeted inspection on 28 February 2022. Inspectors gave the home 24 hours' notice and focused on infection prevention and control during the COVID-19 response. They also asked about staffing pressures.
Inspectors were assured that the home was preventing infections, using protective equipment safely, carrying out testing, supporting safe admissions and managing possible outbreaks. They also found the infection control policy was up to date.
The home was clean, tidy and well maintained. Visitors had their vaccination status and lateral flow test results checked, and people had individual COVID-19 care plans and risk assessments. The service was inspected but not rated, so this report does not provide an overall quality rating.
Visitor infection checks
Visitors had their vaccination status and lateral flow test results checked before entering. Staff could support visitors with testing when needed.
“The provider had a robust system in place to ensure that all visitors entering the premises had their vaccination status and lateral flow tests (LFT) checked.” from the report
Clean and well maintained
The home was clean, tidy and well maintained. Cleaning included frequently touched areas, and windows were opened where possible for ventilation.
“The service was very clean, tidy, and well maintained.” from the report
Individual risk planning
Each person had a COVID-19 care plan and risk assessment. These set out how to support individual needs and reduce risks.
“Each person using the service had a COVID-19 care plan and risk assessment in place.” from the report
Keeping people connected
Staff helped people keep in touch with family and friends, including through video calls.
“Staff supported people in a person-centred manner to keep in touch with their families and friends, such as through video calls.” from the report
Inspectors raised no specific concerns in this report.
- 01How do you monitor and reduce the effect of COVID-19-related staffing pressures on people's care?
- 02How do you keep visitor vaccination and lateral flow test checks up to date?
- 03How are each person's COVID-19 care plan and risk assessment reviewed when their needs change?
- 04What would happen if there were an infection outbreak in the home?
- 05How do you make sure visits and contact with family and friends continue safely?
This was a targeted inspection of infection prevention and control, with questions about staffing pressures; it was not a full service inspection and the home was not rated. This explanation was written from the published report of 24 March 2022 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, August 2019
The Willows was rated Good; inspectors found safe, kind and personalised care, with some bedding, training and record-keeping issues to improve.
This was an unannounced, planned inspection. Inspectors spoke with people living in the home, relatives, staff and a visiting healthcare professional. They observed care and reviewed care plans, medicine records, recruitment files and management records.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. People said they felt safe and that staff were kind and respectful. Inspectors found that medicines were managed safely, care was personalised, and staff worked well with healthcare professionals.
Inspectors found some issues that needed attention. Some bedding was stained and torn, some training needed updating, best-interest records were basic, and there were no records of provider oversight. The manager took action on some issues, and the overall rating stayed Good.
Kind and respectful care
People and relatives described staff as kind, patient and respectful. Inspectors saw staff taking time to talk with people about their lives and families.
“People said they felt safe and staff were kind and respectful.” from the report
Safe medicines and staffing
Medicines were managed safely and people received them on time. Inspectors also found enough staff and appropriate recruitment checks.
“People's received their medicines on time and safely.” from the report
Personalised support
Staff knew people's preferences and interests. Care plans were developed and reviewed with people and their relatives.
“Care and support were tailored to each person's needs and preferences.” from the report
Good healthcare links
The home obtained and followed advice from healthcare professionals and shared information when people needed other services.
“Guidance and support from healthcare professionals was obtained and followed.” from the report
Activities and wellbeing
People could take part in group and individual activities, including caring for the home's chickens. Inspectors observed people appearing to enjoy these activities.
“Daily tasks such as watering and feeding were clearly enjoyed by some people and positively impacted on their wellbeing.” from the report
Stained and damaged bedding
needs fixingInspectors found some stained bedding with holes still being used. The manager said after the inspection that new bedding had been agreed.
“Bedding which was stained and had holes in was being used on some people's beds.” from the report
Some training needed updating
needs fixingSome staff training about people's specific conditions, including diabetes and Parkinson's, was out of date. The report made a recommendation for better training and competency checks.
“Some staff's training in relation to people's specific needs required updating, such as diabetes and Parkinson's.” from the report
Basic best-interest records
minorBest-interest decisions were recorded only in a basic format and were still being developed. The home should check that these records clearly explain decisions made for people who cannot make a particular decision themselves.
“Best interest decisions were only recorded in basic format and were being developed further by the registered manager.” from the report
Limited provider oversight records
minorInspectors found no records showing provider oversight of the home. An external audit had recently taken place, and the manager said they would complete its action plan.
“There were no records of provider oversight of this service.” from the report
- 01Has all stained or damaged bedding been replaced, and how do you check bedding is kept in good condition?
- 02What updated training have staff completed for diabetes and Parkinson's, and how is their competence checked?
- 03How are best-interest decisions recorded now, and how do you make sure the records explain the reasons for each decision?
- 04What provider oversight checks are now completed, and can families see how actions from the external audit are being followed up?
- 05How are people and relatives involved in reviewing care plans and choosing activities?
This was an unannounced comprehensive inspection covering all five questions, with the premises and care examined; the previous overall rating was Good. This explanation was written from the published report of 14 August 2019 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
6 rated inspections over 5 years: the service has improved, from Requires improvement to Good.
- March 2022Inspected but not ratedcurrent ratingSafe: Inspected but not rated
- August 2019Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- January 2017Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- August 2016Requires improvementstayed Requires improvementSafe: Requires improvementWell-led: Requires improvement
- March 2016Requires improvementstayed Requires improvementSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Requires improvement
- September 2015Requires improvementstayed Requires improvementSafe: Requires improvementEffective: Requires improvementCaring: GoodResponsive: GoodWell-led: Requires improvement
- December 2014Requires improvementSafe: Requires improvementEffective: Requires improvementCaring: GoodResponsive: GoodWell-led: Good
- July 2014
Report published without a new overall rating.
- December 2013
Report published without a new overall rating.
- June 2013
Report published without a new overall rating.
- February 2013
Report published without a new overall rating.
- January 2012
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 10 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.
Weigh the report against the rest
Fees, photos and reviews from families
How to read CQC ratings and reports
What to check when you visit
16 live-in carers within about an hour of East Riding of Yorkshire
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 £1,030 to £1,420 a week. 14 can care for a couple. 7 years' experience on average.
“She was always 'just present enough': attentive, available, kind and engaging, but without ever over-stepping any boundary”
“What truly stands out is how mindful and attentive she is to all of my medical needs, always going above and beyond to ensure I’m comfortable and well cared for.”
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.