CQC report explained · a nursing home
What the CQC found at The Willows Nursing home
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors found that risks, medicines, staffing levels, safeguarding, infection control and accidents were managed safely. They noted an increase in medicine errors had been identified, investigated and followed by actions to reduce them.
- Effective?
- Good
- People's health, nutrition and hydration needs were supported. Staff had induction, supervision and training, and worked with health professionals.
- Caring?
- Good
- Staff were described as kind, caring and respectful. People were supported with privacy, dignity, independence and day-to-day choices.
- Responsive?
- Good
- Care plans reflected people's backgrounds, preferences, communication and interests. People were supported with activities, relationships, outings and holidays.
- Well-led?
- Good
- The home had approachable management, an open culture and systems to monitor quality. Inspectors noted that communication with relatives could be improved in relation to staff changes and regular updates.
What inspectors found, January 2020
The Willows Nursing home: Rated Good; inspectors found kind, person-centred care, with some staff turnover and communication issues to keep under review.
This was an unannounced planned inspection on 17 December 2019. One inspector spoke with people, staff, relatives and a health professional. They observed care and reviewed care records, staff files, medicines records, incident records, training records, complaints and quality checks.
The home supported seven people with learning disabilities and complex support needs. Inspectors found people were safe, treated kindly and supported to make choices. Medicines, risks, healthcare, food and infection control were managed well. People took part in activities, kept relationships and had personalised care plans.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. The overall rating stayed Good, the same as at the previous inspection published in May 2017. The report says this meant outcomes were consistently good and the service was consistently managed.
Kind and respectful care
Staff knew people well and respected their individual preferences, routines and ways of communicating. Inspectors found a happy and relaxed atmosphere.
“People were supported by staff who were kind, caring and respectful.” from the report
Personalised support
Care plans included people's backgrounds, preferences, relationships and communication methods. People were supported to make everyday choices and take part in activities that interested them.
“Care plans were person centred and gave information about people's backgrounds, preferences, family and relationships.” from the report
Activities and relationships
People were supported to maintain relationships and use local facilities. Inspectors saw people walking, swimming and painting, and the home had supported holidays.
“People were involved in different activities. We observed people going for a walk, swimming and painting a card.” from the report
Open management
Staff said they felt supported and comfortable raising concerns or ideas. Quality checks and team communication systems were in place.
“There was a positive culture where staff felt comfortable raising ideas or concerns.” from the report
Junior staff turnover
minorThe home had current vacancies and was using existing or agency staff while recruiting for a consistent team. Inspectors said senior staff were stable, but a relative reported high turnover among junior staff.
“There is a high turnover of junior staff. Senior staff are stable.” from the report
Medicine errors
needs fixingThe home's checks identified an increase in medicine errors. The manager investigated, sought outside support and took action, so families should ask how these improvements are being sustained.
“The service's audits had identified an increase in medicine errors and the registered manager had completed a full investigation.” from the report
Updates for relatives
minorInspectors found communication systems were in place, but one relative said they were not always told about staff changes and no longer always received an individual monthly update.
“However, a relative said communication could be improved as there were not always aware of staff changes and used to receive an individual monthly update for their relative.” from the report
- 01How many junior staff vacancies are there now, and how are agency staff affecting consistency for residents?
- 02What changes were made after the increase in medicine errors, and how do you check that errors have stayed reduced?
- 03How will relatives be told about staff changes and receive regular individual updates?
- 04What progress has been made with the plan to make the grass area in the garden more accessible?
- 05How will you make sure the transfer to the new care plan format does not lose important information about communication, preferences or health needs?
This was an unannounced planned inspection covering all five CQC questions, including the premises and the care provided; all ratings were reassessed and remained Good. This explanation was written from the published report of 29 January 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, May 2017
Rated Good; inspectors found safe, kind and personalised care, with the Responsive rating improved to Good.
This was a comprehensive, announced inspection on 20 May 2017. One inspector spoke with staff and the manager, met six of the seven people living there, observed care and checked care, medicines, training and management records.
The home was rated Good in all five areas. Inspectors found enough staff, safe medicine systems, suitable risk assessments and staff who understood people's needs. People were supported with their health, eating and drinking, activities, privacy and contact with family.
The home remained Good overall, as at the previous inspection. The Responsive rating improved from Requires Improvement to Good. Inspectors found that care plans were personalised and updated when people's needs or preferences changed.
Personalised support
Care plans recorded what mattered to each person and how staff should support them. Activities and routines were changed when people's needs or preferences changed.
“People received good care that was personal to them and staff assisted them with the things they made the choices to do.” from the report
Safe care
Inspectors found risk assessments and management plans for individual risks. Medicines were checked and records showed accurate balances when medicines were sampled.
“Robust systems and procedures were in place to ensure people's medicines were ordered, stored, administered and disposed of safely.” from the report
Kind and respectful staff
Staff showed understanding of people's individual needs and supported privacy, dignity, communication and independence. Inspectors saw positive interactions throughout the visit.
“Our observations showed that good relationships had been established between staff and the people they provided care for.” from the report
Family involvement
People were supported to keep in contact with family. Relatives were involved in care decisions and planning where appropriate.
“People were encouraged to maintain contact with their family and were therefore not isolated from those people closest to them.” from the report
Transport and getting out
minorStaff and a family survey both mentioned that not having a minibus made it harder for people to go out. The report does not say this affected the overall rating.
“It would be good to get out more. Not having a mini-bus is a slight issue” from the report
Recruitment and activities
minorThe home was recruiting more staff. Staff also said that an additional member of staff would help provide more activities, although inspectors found staffing levels sufficient at the inspection.
“It would be nice to have more activities with an additional member of staff” from the report
- 01Safe: How many staff are working on each shift now, and has the recruitment drive been completed?
- 02Responsive: How do you currently help people go out when the minibus is not available?
- 03Responsive: What activities are available now, and how do you provide the extra support some people may need?
- 04Effective: How do you keep staff training up to date for communication, sensory impairment, dysphagia and PEG feeding?
- 05Well-led: What changes have been made since the May 2017 inspection?
This was a comprehensive inspection covering all five areas; the overall rating remained Good and the Responsive rating improved from Requires Improvement to Good. This explanation was written from the published report of 31 May 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 Nursing home
3 rated inspections over 5 years: the service has held its Good rating throughout.
- January 2020Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- May 2017Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- January 2015GoodSafe: GoodEffective: GoodCaring: GoodResponsive: Requires improvementWell-led: Good
- November 2013
Report published without a new overall rating.
- July 2013
Report published without a new overall rating.
- July 2012
Report published without a new overall rating.
- November 2010
Registered with the Care Quality Commission on 12 November 2010.
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
23 live-in carers within about an hour of North Somerset
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 £1,050 to £1,320 a week. 19 can care for a couple. 12 years' experience on average.
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.