CQC report explained · a residential care home
What the CQC found at Willowcroft
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors found that people were protected from abuse and avoidable harm, risks were managed, staffing was sufficient and medicines were managed safely. They noted that some DBS checks needed updating and that MAR records could be improved.
- Effective?
- Good
- This question was not inspected during this visit. Its previous rating was used when calculating the overall rating.
- Caring?
- Good
- This question was not inspected during this visit. Its previous rating was used when calculating the overall rating.
- Responsive?
- Good
- This question was not inspected during this visit. Its previous rating was used when calculating the overall rating.
- Well-led?
- Good
- Inspectors found open management, regular staff support and systems for monitoring quality. People and staff were involved in meetings and the home worked with other professionals.
What inspectors found, December 2023
Willowcroft was rated Good; inspectors found safe, person-centred care, with some records needing improvement.
This was an unannounced focused inspection on 6 and 21 November 2023. Inspectors looked at Safe and Well-led. They spoke with one person, a relative, three staff members and an informal advocate. They also checked care, medicine, recruitment and management records.
The home was rated Good overall, with Good ratings for Safe and Well-led. Inspectors found suitable staffing, safe recruitment processes, trained staff, well-managed medicines and systems for learning from incidents. People were supported to make choices and staff used the least restrictive approach.
There were some areas to improve. Some longer-term staff did not have an updated DBS check, the medicine administration record could be clearer, and the care plan template did not always record people's personal character well. The home was already working on these issues.
Safe staffing
The home had enough suitable staff and a consistent team. Staff had been safely recruited, although some longer-term DBS checks needed updating.
“The provider ensured there were sufficient numbers of suitable staff.” from the report
Managing risks
Risks were assessed and staff knew how to reduce them. People or their representatives were involved in decisions about risk.
“Staff took action to mitigate any identified risks.” from the report
Medicines
Inspectors found that medicines were being managed safely. Staff had training and their medicine skills were checked regularly.
“People were supported to receive their medicines safely.” from the report
Positive culture
The home had a calm, open culture. People were able to raise concerns, and staff said they could speak openly with managers.
“There was a positive and open culture at the service.” from the report
Choice and independence
Staff supported people to have choice and control and used the least restrictive approach. The home was also working towards goals that supported independence.
“People were supported to have maximum choice and control of their lives” from the report
DBS checks
needs fixingSome longer-term staff did not have an updated DBS check. The manager planned to refresh checks for current staff, and staff had signed declaration forms in the meantime.
“We identified that some of the longer-term staff did not have an update on their DBS.” from the report
Personalised care plans
minorThe care plan template did not always record people's character in a sufficiently person-centred way. The manager was working with the provider to improve it.
“The registered manager had identified the care plan template did not always produce records in the most person-centred way.” from the report
- 01Have all current staff now had their DBS checks refreshed?
- 02What changes have been made to the medication administration records since the inspection?
- 03How are you making sure care plans describe each person's character and preferences?
- 04What were the ratings for Effective, Caring and Responsive at the previous comprehensive inspection?
- 05How are people and their families involved in reviewing risks and care plans?
This was a focused inspection of Safe and Well-led only; the other ratings were carried over from the previous inspection when calculating the overall rating. This explanation was written from the published report of 14 December 2023 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, February 2018
Rated Good; inspectors found kind, safe and personalised care, with some records needing updating.
This was an unannounced comprehensive inspection on 8 January 2018. One inspector spoke with four people, the manager and two staff. They reviewed three care and medicines records, staff records, complaints arrangements and quality checks.
The home supported six people in an adapted family-style house, with space for up to seven. Inspectors found enough staff, safe medicines systems and suitable training. People were supported to make choices, stay independent and maintain relationships.
All five areas were rated Good: safe, effective, caring, responsive and well-led. This was the same overall rating as at the previous inspection.
Kind and respectful care
Inspectors saw warm and sensitive interactions. Staff respected people's privacy, dignity, faith and lifestyle choices.
“We observed sensitive and kind interactions between staff and people using the service.” from the report
Choice and independence
People were encouraged to do tasks for themselves, go out and pursue personal interests. They could help with cooking, shopping, study and other goals.
“People completed individual tasks such as laundry, making drinks and cooking as well as managing their own medication as much as they were able.” from the report
Safe medicines support
The home had systems for ordering, storing, giving and recording medicines. Staff competence was checked regularly.
“Systems were in place to ensure the safe ordering, receipt, administration, recording and storage of medicines.” from the report
Suitable staffing and training
Inspectors found enough staff, with time for handovers. Staff said their training prepared them for their work.
“Enough staff were available to meet people's needs safely.” from the report
Stable management
The manager had been in post for some years and was supported by a deputy manager. Staff said they felt supported and listened to.
“People and staff confirmed the service was well managed and organised.” from the report
Some environmental risks were not recorded
needs fixingRisk assessments for water safety, uncovered radiators and cleaning products were not recorded when inspectors visited. The manager said these would be put in place by the end of the week.
“Risk assessments relating to issues such as water safety, uncovered radiators or cleaning products were not recorded.” from the report
One care plan was out of date
needs fixingOne of the three care plans reviewed did not reflect the person's current needs. Inspectors found no impact on care, and the manager said it would be updated immediately.
“The third file did not. This was a documentation matter and we did not find any impact of the lack of recordings on the person's care.” from the report
Complaints system was not tested
minorNo complaints had been received since the previous inspection. This meant inspectors could not assess how well the complaints process worked in practice.
“This meant we could not assess if the system responded well to people.” from the report
- 01Have the risk assessments for water safety, uncovered radiators and cleaning products now been completed and reviewed?
- 02How do you check that every care plan reflects the person's current needs?
- 03What is the process for raising and responding to a complaint, and can you explain how it has been tested since this inspection?
- 04How do people take part in planning their care, activities and personal goals?
- 05How are medicines checked when a person is supported to manage their own medicines?
This was an unannounced comprehensive inspection covering all five CQC questions, based partly on discussions with four people and reviews of three people's records. This explanation was written from the published report of 6 February 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 Willowcroft
3 rated inspections over 8 years: the service has held its Good rating throughout.
- December 2023Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- February 2018Goodstayed GoodSafe: GoodWell-led: Good
- December 2015GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- September 2013
Report published without a new overall rating.
- February 2013
Report published without a new overall rating.
- July 2011
Registered with the Care Quality Commission on 22 July 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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35 live-in carers within about an hour of Essex
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 £1,020 to £1,260 a week. 25 can care for a couple. 10 years' experience on average.
“Not only was she professional, polite and efficient but she bought a lovely smile and laughter to my parents home.”
“She brought fun and stimulation into mums life.”
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.