CQC report explained · a nursing home
What the CQC found at Willowbank Nursing Home
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors were assured that the home was managing infection risks, including personal protective equipment, testing, social distancing, visiting and admissions. They also noted that visitor health checks had not been carried out consistently.
- 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, December 2020
Inspected but not rated; inspectors found good infection control, with visitor checks not always consistent.
This was an unannounced, targeted inspection on 25 November 2020. It followed concerns about infection prevention and control. Inspectors looked only at these measures, not every aspect of care.
Inspectors found clear infection control procedures. Staff understood and followed them, used suitable personal protective equipment, and had access to training, testing and plentiful supplies. The home was clean, and extra cleaning staff had been employed.
People were supported to keep in touch with relatives through phone calls, technology and a visiting pod. The atmosphere was calm, and staff were attentive and caring. However, visitor health checks had not been carried out consistently, and inspectors discussed this with the manager.
The service was inspected but not rated. This means the report gives findings about infection control, but it is not a full overall quality rating for the home.
Infection control
Staff understood the infection prevention procedures and followed them. Protective equipment was available and used properly.
“There were clear infection prevention and control procedures which were understood and followed by staff.” from the report
Clean environment
Inspectors found a good standard of cleanliness. The home had increased cleaning and employed extra housekeeping staff.
“There was a good standard of cleanliness in all areas seen.” from the report
Policies and planning
The home had up-to-date infection control policies, regular audits and plans for responding to COVID-19 and other disruptions.
“A Covid-19 Response Plan and business contingency plan were in place and had been reviewed.” from the report
Contact with relatives
People could keep in touch with relatives through technology and telephone calls. A visiting pod was available with safety procedures in place.
“People were supported to maintain contact with their relatives in different ways including the use of technology and phone calls.” from the report
Calm and caring support
The home appeared settled. Staff were attentive and caring and appeared to know what support people needed.
“The atmosphere in the home was settled and calm.” from the report
Visitor health checks
needs fixingHealth checks for essential visitors had been completed, but not consistently. The manager had already taken action after this was discussed.
“We saw evidence these had been carried out but not consistently.” from the report
Staff travelling in uniform
minorInspectors discussed the infection risks of staff travelling to and from work in uniform. The manager agreed to reconsider the practice.
“We discussed the risks associated with staff travelling to and from work in uniform; the registered manager agreed to re consider this.” from the report
- 01How are visitor health checks now recorded, and how do you make sure every essential visitor is checked?
- 02What decision was made about staff travelling to and from work in uniform?
- 03What infection control resources did inspectors suggest you develop, and what action has been taken?
- 04How often are infection control procedures and audits reviewed now?
- 05How can relatives use the visiting pod and other ways of keeping in contact?
This was an unannounced targeted inspection of infection prevention and control measures only; the service was inspected but not rated. This explanation was written from the published report of 3 December 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, November 2019
Willowbank Nursing Home was rated Good; inspectors found kind, safe care, with some cleaning and dining improvements needed.
This was an unannounced planned inspection on 15 October 2019. One inspector, a specialist adviser and an expert by experience observed care, spoke with people and relatives, and checked care, medicine, staffing and management records.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. People said they felt safe and were happy with their care. Inspectors saw staff being kind, patient and respectful.
The home had enough staff, safe recruitment, suitable training and systems for medicines and risks. People had choices about their care, enjoyed activities and meals, and could keep in touch with family and the community.
Inspectors noted that some areas needed extra cleaning and that the mealtime experience in the main dining area could improve. The manager took immediate action about cleaning. The overall rating remained Good, as it had been at the previous inspection.
Kind and respectful care
Inspectors saw staff speaking patiently and treating people with dignity. Staff knew people well and understood their preferences.
“We observed positive and caring interactions between staff and people who lived in the home.” from the report
Safe staffing and medicines
The report found enough staff to meet people's needs and safe recruitment processes. Staff were trained to give medicines and people received them when needed.
“There were enough numbers of staff to meet people's needs and ensure their safety.” from the report
Choice and activities
People were supported to make daily choices and take part in activities they enjoyed. The home also supported contact with relatives and local community groups.
“People enjoyed a range of appropriate activities and entertainments and links with local community groups had been developed to enhance people's lives.” from the report
Responsive management
The manager reviewed incidents, complaints and feedback, and used this information to improve the service. Complaints recorded in the previous year had been investigated and resolved.
“All aspects of the quality of the service were monitored and appropriate action was taken to improve the service when needed.” from the report
Some areas needed more cleaning
minorInspectors found the home generally clean and fresh smelling, but noted that some areas needed additional cleaning. The manager acted immediately and said this would be discussed with staff.
“although we noted some areas needed additional cleaning.” from the report
Dining experience could improve
minorPeople enjoyed the food and had choices. Inspectors nevertheless discussed ways to improve the mealtime experience in the main dining area.
“We discussed how the mealtime experience could be improved in the main dining area.” from the report
- 01What cleaning changes were made after inspectors noted that some areas needed additional cleaning?
- 02What improvements have been made to the mealtime experience in the main dining area?
- 03How do you check that staffing levels remain sufficient when people's needs change?
- 04How are people's individual activities, routines and preferences recorded and reviewed?
- 05How are complaints and feedback from residents and relatives used to make improvements?
This was an unannounced planned inspection covering all five questions, including the premises and the care provided. This explanation was written from the published report of 20 November 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 Willowbank Nursing Home
3 rated inspections over 5 years: the service has held its Good rating throughout.
- December 2020Inspected but not ratedcurrent ratingSafe: Inspected but not rated
- November 2019Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- May 2017Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- December 2014GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- August 2013
Report published without a new overall rating.
- March 2013
Report published without a new overall rating.
- December 2012
Report published without a new overall rating.
- March 2012
Report published without a new overall rating.
- August 2011
Report published without a new overall rating.
- March 2011
Registered with the Care Quality Commission on 2 March 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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85 live-in carers within about an hour of Lancashire
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. 78 can care for a couple. 11 years' experience on average.
“She understands the needs of an elderly person in the early stages of dementia and has treated my mother with great kindness and skill.”
“Thanks to Tracy, Dad was always immaculately dressed and clean, his meals were all home cooked and nutritionally well balanced and his home was always kept really clean and tidy.”
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.