CQC report explained · a nursing home
What the CQC found at Willow House
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People felt safe and staff understood their risks, care needs and safeguarding duties. Medicines, infection control, recruitment checks, and accident and incident reviews were found to be managed safely.
- Effective?
- Good
- This key question was not inspected during this focused visit. Its previous rating was used in calculating the overall rating.
- Caring?
- Good
- This key question was not inspected during this focused visit. Its previous rating was used in calculating the overall rating.
- Responsive?
- Good
- This key question was not inspected during this focused visit. Its previous rating was used in calculating the overall rating.
- Well-led?
- Good
- Inspectors found a supportive manager, positive staff morale, regular quality audits and systems for listening to people and involving them in their care.
What inspectors found, February 2021
Willow House is rated Good; inspectors found people were safe, supported by staff who knew them well, and the home was well led.
This was an unannounced focused inspection on 9 December 2020. It followed concerns about the support people received and whether staff could keep people safe. One inspector spoke with people, staff, relatives and the manager, and checked care, medicines, staff and quality records.
Inspectors found people felt safe. Staff understood people's risks and changing needs, medicines were given as prescribed, and accidents and incidents were reviewed. Infection control arrangements, including the use of personal protective equipment, were also found to be effective.
The home was rated Good for Safe and Well-led. The overall rating stayed Good. Effective, Caring and Responsive were not inspected during this visit, so their previous ratings were used in the overall rating.
Staff knew people well
Staff understood people's risks and how to support them safely. Information about changes in care needs was shared with staff.
“Staff spoken with were aware of the risks to people living at the service and how to manage those risks.” from the report
People felt safe
People and relatives told inspectors they felt safe. Safeguarding concerns were reported and responded to appropriately.
“People told us they felt safe at the service.” from the report
Medicines and incidents
Medicines were stored and given safely. Accidents and incidents were reviewed so that changes could be made when needed.
“Accidents and incidents were recorded and reviewed. A summary of all information collected was analysed to identify any trends.” from the report
Infection control
Inspectors were assured that the home was following infection control guidance and using protective equipment safely.
“We were assured that the provider was using PPE effectively and safely.” from the report
People's voices were heard
People were involved in their care planning and were supported to use advocates. Information was adapted into pictures for people who needed this.
“People were involved in the development of their care plan. Information was provided in a pictorial format for those who needed it.” from the report
Inspectors raised no specific concerns in this report.
- 01How is the move to the provider's new care-record paperwork progressing?
- 02How will you make sure my relative's risks and changing care needs are kept up to date and shared with all staff?
- 03How will my relative be involved in developing and reviewing their care plan?
- 04How will family contact and visits be managed while infection control measures remain in place?
- 05How do you review accidents, incidents and safeguarding concerns, and what changes have resulted from them?
This was a focused inspection of Safe and Well-led only; Effective, Caring and Responsive were not inspected and their previous ratings were used in the overall rating. This explanation was written from the published report of 3 February 2021 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, April 2019
Rated Good; inspectors found safe, kind and personalised care, with improvements since the previous inspection.
The inspection was unannounced and took place on 26 March 2019. One inspector and a specialist adviser visited, spoke with people, relatives, staff and health professionals, and checked care records, medicines, staff files and service records.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough suitably checked staff, safe medicines arrangements, clean surroundings and good support for people with complex needs.
People were treated with kindness and respect. Staff knew people well, supported their choices and helped them stay active and involved in the community. Care plans were individual and regularly reviewed.
The previous inspection had rated the service Requires Improvement overall. Inspectors found that changes had been made to improve safety and quality. The report says legal requirements were met and does not identify any breaches.
People felt safe
People told inspectors they felt safe. Staff understood how to recognise abuse and respond to risks.
“People told us they felt safe at Willow House.” from the report
Good support for complex needs
Staff had training and guidance to support people with behaviours that challenged. Behaviour patterns and triggers were monitored.
“The registered manager had systems in place to monitor the safety of the service.” from the report
Kind and respectful care
Inspectors saw kind, patient and caring support. Staff respected privacy, dignity and independence.
“We saw that people were supported by kind, patient and caring staff.” from the report
Personalised support
Care plans reflected people's needs, interests and preferences. People and relatives were involved in care reviews.
“People's support was individualised.” from the report
Improved leadership
The manager had introduced changes after the previous inspection, including training to understand the causes of incidents and improve safety.
“The registered manager had worked hard to implement changes into the service to improve safety and quality following their last inspection.” from the report
No end of life care plans
minorThere were no end of life care plans at the time of the inspection. This was because nobody was receiving end of life care then, but families may want to ask how future wishes would be recorded.
“There were no end of life care plans in place, however, people at the service were not receiving end of life care.” from the report
- 01How would you assess and support my relative's particular behaviours, risks and triggers?
- 02How are behaviour management plans reviewed when a person's needs or behaviour changes?
- 03How would my relative's end of life wishes be recorded if they needed end of life care?
- 04What changes were made after the previous Requires Improvement inspection, and how do you check that they are working?
- 05How will my relative and our family be involved in care planning, reviews and decisions about daily activities?
This was an unannounced inspection of the overall service, covering all five CQC questions, and it looked at both the premises and the care provided. This explanation was written from the published report of 12 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 House
4 rated inspections over 5 years: the service has held its Good rating throughout.
- February 2021Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- April 2019Goodup from Requires improvementSafe: GoodWell-led: Good
- November 2017Requires improvementdown from GoodSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Requires improvement
- June 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- July 2014
Report published without a new overall rating.
- September 2013
Registered with the Care Quality Commission on 3 September 2013.
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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At least 100 live-in carers within about an hour of Birmingham
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Most charge £950 to £1,230 a week. 79 can care for a couple. 9 years' experience on average.
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