CQC report explained · a residential care home
What the CQC found at Willow View
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- People were protected from abuse and avoidable harm through risk assessments, safeguarding procedures, safe staffing and medicines arrangements. One 'as required' medicines protocol was inconsistent with the prescription, but this was corrected straight away.
- Effective?
- Outstanding
- Care was well planned and coordinated with other professionals. Staff had detailed training and supported people to improve their health, skills, confidence and independence.
- Caring?
- Outstanding
- Staff treated people with kindness, dignity and respect. People were involved in decisions about their care and daily lives, including through non-verbal communication methods.
- Responsive?
- Outstanding
- Support was highly personalised and based on each person's communication, preferences, needs and goals. People were supported to take part in activities, maintain relationships and access their communities.
- Well-led?
- Outstanding
- Inspectors found strong leadership, an open culture and effective quality checks. Managers involved people, relatives and staff in improving the service and acted on learning from incidents.
What inspectors found, February 2020
Rated Outstanding; inspectors found exceptional, person-centred care, with one medicines protocol corrected during the visit.
This was an unannounced inspection on 16 December 2019. One inspector spoke with people living at the home, a relative, staff and managers. They observed care and checked care plans, recruitment, training and quality records.
The home was rated Outstanding overall. Effective care, caring, responsive care and leadership were all rated Outstanding. Safe care was rated Good. Inspectors found that people were supported to make choices, gain skills, stay involved in their communities and live as independently as possible.
The home was safe overall, but one 'as required' medicines protocol did not match the prescription. The manager corrected this straight away. The rating improved from Good at the previous inspection to Outstanding overall.
Choice and independence
Staff supported people to make choices, take positive risks and develop new skills. People were encouraged to lead as full a life as possible.
“The outcomes for people using the service truly reflected the principles and values of Registering the Right Support in the promotion of choice, control, independence and inclusion.” from the report
Personalised support
Care plans were detailed and accessible. They reflected people's communication methods, preferences, health needs and goals.
“Care plans and risk assessments were easy read with individual photographs for visual learners.” from the report
Kind and respectful care
Inspectors saw warm, respectful interactions between staff and people. Privacy, dignity and independence were central to the home's approach.
“We observed staff consistently treated people with a very kind and compassionate manner.” from the report
Activities and community life
People were supported to take part in activities they chose, learn new skills and build links outside the home. Staff worked patiently to help people overcome barriers.
“Staff and managers pushed the boundaries with activities, focusing on ability rather than disability.” from the report
Strong leadership
The management team used audits, feedback and learning from incidents to improve care. People and their representatives were involved in how the home was run.
“There was a well-developed culture of questioning practice, reflection, learning and improving care services supported by leadership development.” from the report
One medicines protocol
minorOne protocol for an 'as required' medicine did not match the prescription. The report says the manager corrected this immediately.
“One 'as required' medicine protocol was inconsistent with the prescription. This was addressed straight away by the registered manager.” from the report
- 01How do you now check that every 'as required' medicines protocol matches the prescription?
- 02How will you support my relative to make choices and take positive risks safely?
- 03How will staff understand and respond to my relative's communication style, including any non-verbal communication?
- 04What activities and community opportunities could my relative take part in, and how would you support their personal goals?
- 05How can my relative and our family raise concerns, and how will the home show that it has acted on them?
This was an unannounced planned inspection covering all five CQC questions; the report says the overall rating improved from Good at the previous inspection. This explanation was written from the published report of 28 February 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, June 2017
Rated Good; inspectors found safe, kind and personalised care, with some records and safety arrangements needing attention.
Inspectors visited the home without warning on 9 March 2017. They spoke with people, relatives, staff and other professionals. They observed care and checked care records, recruitment files, training records, maintenance records and quality audits.
The home supported five people with learning disabilities, including people whose behaviour could challenge others. Inspectors found good care in all five areas: Safe, Effective, Caring, Responsive and Well-led.
The home had improved since the previous inspection in July 2015. Earlier concerns about staff recruitment and medicines safety had been addressed. Inspectors found no breaches at this inspection, although they noted a few issues that needed attention.
People felt safe
People and relatives told inspectors they felt safe. Staff understood how to recognise and report abuse, and risks were managed while supporting independence.
“People who used the service told us they felt very safe and happy at Willow View.” from the report
Skilled staff
Staff received thorough induction, regular supervision and training suited to people's needs, including autism, mental health and behaviour support.
“This demonstrated people were supported by suitably qualified staff with the knowledge and skills to fulfil their role.” from the report
Kind and respectful care
Inspectors saw warm relationships and staff supporting people with patience, dignity and respect. People were helped to make choices and build independence.
“We observed people were cared for compassionately and with respect.” from the report
Personalised support
Care plans included people's preferences, goals, communication needs and behaviour support. People and their representatives were involved in planning and reviews.
“We found care plans were person centred and explained how people liked to be supported.” from the report
Activities and community life
People were supported to take part in activities they chose, see family and use community facilities. The home worked towards people's personal goals.
“People were supported to participate in person centred activities of their choosing both inside and outside of the service.” from the report
Strong oversight
The manager used feedback, incident reviews and regular audits to monitor the service and identify improvements.
“The registered manager devised and implemented a robust system of audit and oversight to drive improvements in quality and safety at the home.” from the report
Medicine record mismatch
needs fixingOne liquid medicine balance was higher than the amount recorded. The manager linked this to an error when unused medicines were returned and addressed it with staff.
“One balance of medicine administered in liquid form was greater than the balance recorded on the medicine administration record (MAR).” from the report
- 01How do you now make sure best-interest discussions are recorded with each person's mental capacity assessment?
- 02What checks are carried out to make sure medicine balances match the medicine administration records?
- 03Where is the fire extinguisher kept now, and how is it protected while remaining available in an emergency?
- 04How are people's individual goals, activities and community outings kept up to date in their care plans?
- 05How are families and representatives involved when a person's needs or risks change?
This was an unannounced inspection covering the overall service and all five CQC questions, including checks on improvements made since the July 2015 inspection. This explanation was written from the published report of 14 June 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 Willow View
3 rated inspections over 3 years: the service has improved, from Requires improvement to Outstanding.
- February 2020Outstandingcurrent ratingup from GoodSafe: GoodEffective: OutstandingCaring: OutstandingResponsive: OutstandingWell-led: Outstanding
- June 2017Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- May 2017Requires improvementSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Requires improvement
- October 2014
Location report published without a new overall rating.
- April 2013
Report published without a new overall rating.
- July 2012
Report published without a new overall rating.
- December 2010
Registered with the Care Quality Commission on 7 December 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
At least 100 live-in carers within about an hour of Kirklees
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 £1,260 a week. 86 can care for a couple. 11 years' experience on average.
“Carla has been a god send with the implementation of bringing mum back home from respite care.”
“Primrose is a very kind and compassionate healthcare professional”
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.