CQC report explained · a residential care home
What the CQC found at Willowbank Rest Home
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors found that risks were identified and reviewed, staffing levels were sufficient and medicines were managed safely. They noted that some employment histories were incomplete and that parts of the home needed updating.
- Effective?
- Good
- This key question was not inspected during this visit. Its rating was carried forward from the previous inspection.
- Caring?
- Good
- This key question was not inspected during this visit. Its rating was carried forward from the previous inspection.
- Responsive?
- Good
- This key question was not inspected during this visit. Its rating was carried forward from the previous inspection.
- Well-led?
- Good
- Inspectors found a clear management structure, effective quality checks and a positive culture. People, relatives and staff were able to give feedback.
What inspectors found, January 2024
Rated Good; inspectors found safe, kind care, but some recruitment records and parts of the home needed attention.
This was an unannounced inspection on 6 December 2023. One inspector, a regulatory co-ordinator and an Expert by Experience visited. They spoke with people living in the home, relatives, staff and health professionals. They also observed care and checked records.
The home was rated Good for Safe and Well-led. Inspectors found enough staff, safe medicines practice, suitable checks on risks and safeguarding procedures. They also found a positive culture, effective audits and opportunities for people, families and staff to give feedback.
Some recruitment records did not include a full employment history. Parts of the home would also have benefited from being updated, although the provider addressed the concerns after the inspection. The ratings for Effective, Caring and Responsive were not inspected and were carried forward from the previous inspection.
Safe staffing
The home had enough staff to meet people's needs. Recruitment checks, including references and DBS checks, were completed before new staff started.
“The provider had ensured appropriate staffing arrangements were in place to meet everyone's needs.” from the report
Medicines
Staff were trained and assessed as competent to give medicines. Inspectors found that medicines, including controlled drugs, were managed safely.
“Medicines were managed safely and properly.” from the report
Positive culture
People, relatives and staff gave very positive feedback about the care, atmosphere and management. Inspectors found staff were respectful and focused on people's individual needs.
“Feedback from people was overwhelmingly positive” from the report
Quality checks
The management team used audits and other checks to monitor the service. People, families and staff could share their views through meetings, questionnaires and feedback.
“The provider had set up effective systems to check the quality of the service.” from the report
Areas needing updates
minorInspectors found parts of the home that would have benefited from being updated. The provider addressed the concerns after the inspection.
“there were areas of the home that would have benefitted from being updated.” from the report
- 01Have all staff recruitment records now been completed with full employment histories?
- 02What changes were made to the areas of the home that inspectors said needed updating?
- 03When were the Effective, Caring and Responsive areas last fully reviewed?
- 04How will you keep me informed if my relative's care needs or risks change?
- 05How can residents and relatives raise concerns and see what action the home takes?
This inspection checked Safe and Well-led only; the ratings for Effective, Caring and Responsive were carried forward from the previous inspection. This explanation was written from the published report of 17 January 2024 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 2018
Willowbank Rest Home was rated Good; inspectors found kind, safe care, with some record-keeping and consent practice needing attention.
Inspectors visited the home without warning on 29 August 2018. They spoke with four people and seven staff, checked care and staff records, and looked around the building.
The home was rated Good overall and Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. People said they felt safe and were happy with the care, meals and activities.
The home had improved since the previous inspection in April 2017. Earlier concerns about safeguarding, consent, risk assessments, emergency evacuation plans and notifications had been addressed sufficiently for the inspectors to find the legal requirements were being met.
There were still some issues. One controlled medicines record did not match the stock, one staff interaction was inappropriate, and a complaint record did not show its investigation or outcome until inspectors asked for further evidence. The report also said policies did not support least restrictive practice.
Improved safeguarding
The home had introduced systems to record and investigate safeguarding concerns. Inspectors found relevant notifications had been submitted on time.
“During this inspection we found improvements had been made. A system was in place to record any allegations of abuse.” from the report
Kind and respectful care
Inspectors saw caring relationships and staff responding promptly to people's needs. Personal care was provided privately, and people were treated with dignity.
“It was clear from our observations that positive and caring relationships had been developed between people who used the service and staff.” from the report
Detailed individual care
Care plans included information about people's health, preferences, life history and daily support needs. This helped staff provide personalised care.
“Care plans and risk assessments were in place and contained very detailed person-centred information about how to deliver individualised care to people.” from the report
Activities and family contact
The home offered a range of activities and used technology to help people maintain important family connections.
“We saw good use of technology for one person that included them in an important family event.” from the report
Active management checks
The home used audits, surveys and staff meetings to monitor care and identify actions. Inspectors found improvements in required notifications since the last inspection.
“We saw records in relation to regular audits that had been completed on a wide range of topics.” from the report
Controlled medicines record
needs fixingOne controlled medicine had a different quantity recorded in the register from the quantity in the cupboard. The manager investigated and said this was a recording error, with action planned to reduce the risk of it happening again.
“We identified one medicine had a different quantity that what had been recorded in the controlled drugs register.” from the report
Least restrictive practice
needs fixingInspectors said the home's policies and systems did not support least restrictive practice. Families should ask how restrictions are assessed, authorised and reviewed.
“The policies and systems in the service did not support this practice.” from the report
One inappropriate interaction
needs fixingMost care was respectful, but inspectors saw one staff member speak to a person in an inappropriate manner. The manager took immediate action after this was discussed.
“However, we observed one interaction where a member of staff spoke to a person in an inappropriate manner.” from the report
Complaint records
minorOne complaint file did not contain the investigation or outcome. The manager later provided evidence of both when inspectors asked about it.
“There were details relating to one complaint and the concerns raised however we could see no record of the investigation or outcome of the complaint.” from the report
- 01How do you check that controlled medicines records always match the stock in the cupboard?
- 02How do you make sure restrictions are the least restrictive option and are reviewed regularly?
- 03What action was taken after the inappropriate staff interaction, and how do you monitor respectful communication?
- 04How are complaints recorded, investigated and followed up with the person who raised them?
- 05What improvements have been completed since the previous inspection, and how are they being maintained?
This was an unannounced comprehensive inspection covering all five key questions and the care and accommodation provided by the home. This explanation was written from the published report of 6 November 2018 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 Rest Home
4 rated inspections over 8 years: the service has improved, from Requires improvement to Good.
- January 2024Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- November 2018Goodup from Requires improvementSafe: GoodWell-led: Good
- June 2017Requires improvementstayed Requires improvementSafe: Requires improvementEffective: Requires improvementCaring: GoodResponsive: GoodWell-led: Requires improvement
- June 2016Requires improvementSafe: Requires improvementEffective: Requires improvementCaring: Requires improvementResponsive: Requires improvementWell-led: Requires improvement
- November 2015
Registered with the Care Quality Commission on 6 November 2015.
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.