CQC report explained · a residential care home
What the CQC found at Willow Court
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People were protected from avoidable harm, risks were assessed, staffing levels met people's needs, and medicines were managed safely. Inspectors found medicine records were complete and stock balances matched the records checked.
- Effective?
- Good
- People's needs were assessed before they moved in and care plans contained relevant information. Staff received training and support, people were supported with food and drink, and health professionals were involved when needed.
- Caring?
- Good
- Staff treated people with kindness, dignity and respect. People and relatives were involved in care plan reviews and could choose how they wanted to be supported.
- Responsive?
- Outstanding
- Care and activities were exceptionally personalised. People were supported to pursue interests, keep family contact, take part in community activities and receive sensitive end of life care.
- Well-led?
- Good
- The home had an open, person-centred culture and a visible manager. There were quality checks, meetings and action plans to support ongoing improvements.
What inspectors found, April 2019
Willow Court was rated Good overall, with Outstanding responsiveness and inspectors finding kind, safe and personalised care.
This was an unannounced planned inspection on 12 February 2019. Inspectors spoke with people living in the home, relatives, staff and health professionals. They observed care and checked care plans, medicine records, staff files and management records.
The home was rated Good for Safe, Effective, Caring and Well-led. Inspectors found people were protected from harm, medicines were managed safely, staff were trained, food and health needs were supported, and people were treated with kindness, dignity and respect.
Responsiveness was rated Outstanding. Inspectors found highly personalised support, including activities for people living with dementia, community links, cultural and faith events, help to maintain family contact, and sensitive end of life care. The overall Good rating means the home met the expected standards, with one area judged to be exceptional.
Personalised support
Staff worked hard to understand people's individual needs, preferences and life histories. People and relatives were involved in developing and reviewing care plans.
“People and relatives told us they were fully involved in the development and review of their care plans.” from the report
Dementia care
Inspectors found exceptional care for people living with dementia. Activities and the environment were adapted to people's needs and abilities.
“People who lived with dementia received exceptional care. Activities and events were specifically tailored to their needs and abilities.” from the report
Activities and relationships
People were supported to follow their interests, overcome barriers and stay connected with family, schools and the wider community.
“People were encouraged and supported to retain as much control over their lives as possible.” from the report
Kind and respectful care
Inspectors saw warm and positive interactions. People were treated with dignity and their privacy was respected during personal care.
“People were supported by kind and caring staff and were treated with dignity and respect.” from the report
Safe care
Risk assessments, safeguarding training, staffing checks, infection control and medicine systems were all found to be effective.
“Medicine administration records (MAR) were completed correctly, with regular audits in place.” from the report
Inspectors raised no specific concerns in this report.
- 01How will you involve us and our relative in developing and reviewing their care plan?
- 02Which activities and outings would be suitable for our relative's interests, abilities and dementia needs?
- 03How will you record and follow our relative's end of life wishes if their needs change?
- 04How do you check medicines are given safely, and how do you learn from any medicine errors?
- 05How will you support our relative's cultural, spiritual and dietary needs?
This was an unannounced inspection of the care, accommodation and management of the home, covering all five CQC questions. This explanation was written from the published report of 18 April 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 Willow Court
3 rated inspections over 4 years: the service has improved, from Requires improvement to Good.
- April 2019Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: OutstandingWell-led: Good
- August 2016Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- September 2015Requires improvementSafe: Requires improvementEffective: Requires improvementCaring: Requires improvementResponsive: Requires improvementWell-led: Requires improvement
- December 2014
Report published without a new overall rating.
- January 2014
Report published without a new overall rating.
- September 2013
Report published without a new overall rating.
- July 2013
Report published without a new overall rating.
- October 2012
Report published without a new overall rating.
- May 2012
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 6 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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What to check when you visit
At least 100 live-in carers within about an hour of Hertfordshire
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 £980 to £1,300 a week. 82 can care for a couple. 12 years' experience on average.
“She handled the new situation in front of her with such professionalism and I felt I could trust her 100%.”
“She was v competent and confident and we felt our mum was safe in her care. She supported us through a difficult time.”
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.