CQC report explained · a residential care home
What the CQC found at Willowdale
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People were protected from abuse and avoidable harm. Risk assessments, staffing, recruitment, medicines and infection control were generally managed safely.
- Effective?
- Good
- People had detailed assessments and care plans. Staff were trained, worked with health professionals and supported people's health, eating, drinking and communication needs.
- Caring?
- Good
- Staff treated people with kindness, dignity and respect. They supported people to communicate, make choices and do things for themselves.
- Responsive?
- Good
- Care and activities were highly personalised. People were supported to communicate, take part in a wide range of activities and keep in touch with family and friends.
- Well-led?
- Good
- The management team promoted a positive culture and used governance checks to monitor care and records. Staff and relatives said managers were approachable and supportive.
What inspectors found, April 2020
Willowdale was rated Good; inspectors found very personalised, kind care, with one minor medicines and health-record concern.
This was an unannounced inspection on 18 and 19 February 2020. One inspector spoke with managers and staff, people living at the home, relatives and a visiting health professional. They reviewed care records, medicines, training, maintenance and other information.
The home supported 10 people with learning disabilities and complex needs. Inspectors found that people were safe, their needs were assessed in detail, and staff supported their health, communication, choices and independence well.
All five CQC areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. This means inspectors found a consistently good standard of care at the time of this inspection. The previous rating was also Good, published in August 2017.
Highly personalised care
Inspectors found that care reflected people's individual needs and preferences. Communication and lifestyle coordinators helped people take part in activities and achieve positive outcomes.
“People received exceptionally person-centred care which reflected their needs and preferences.” from the report
Communication support
The home used communication guides, pictures and other aids to help people express themselves and be involved in decisions. Some people's communication and confidence had improved.
“People's communication was supported to an exceptional level which enhanced their involvement and achieved very positive outcomes.” from the report
Kind and respectful staff
Staff were observed treating people with kindness, dignity and respect. They encouraged independence and supported people when they were distressed.
“Staff were kind and caring and were committed to supporting people they described as 'being like family'.” from the report
Good management oversight
The manager used regular checks to monitor care practice and records. Staff and relatives said the manager was approachable and supportive.
“The management team promoted a positive culture within the home.” from the report
Allergy information error
minorOne person's allergies were not recorded accurately on their hospital passport. The manager checked and corrected allergy records during the inspection.
“One person's allergies had not been recorded accurately on their hospital passport.” from the report
- 01How do you make sure allergy and other essential health information is accurate on hospital passports?
- 02What is the current position on the outstanding Deprivation of Liberty Safeguards applications?
- 03How will you keep communication guides and personalised activity plans up to date?
- 04How are staffing levels adjusted when people have activities and appointments?
- 05How are relatives involved when care plans and health needs are reviewed?
This was an unannounced planned inspection covering all five CQC questions, including the care provided and the home premises. This explanation was written from the published report of 9 April 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, August 2017
Rated Good; inspectors found safe, kind, and well-led care with some recommendations on medicine recording.
Inspectors visited the home unannounced on 26 July 2017. They looked at how the home cared for 20 adults with learning disabilities and other needs. They spoke with staff, relatives, and professionals, and checked records and the environment.
The home was found to be safe with staff trained to protect people from harm. Medicines were handled safely but some records about fridge temperatures and medicine administration needed improvement. The manager acted quickly to fix these.
Care was effective with well-trained staff supporting people’s health and nutrition. People were treated with respect and kindness. Staff knew people well and supported their choices and dignity.
The home offered a wide range of activities tailored to people’s interests. Complaints were handled properly. The management was praised for being open, supportive, and involved. Regular checks and audits helped keep the home running well.
Good training
Staff received comprehensive and regular training to meet people’s needs safely.
“Staff told us the training they received from the provider was detailed and comprehensive and enabled them to fulfil their role safely.” from the report
Effective management
The home was well led with visible managers who listened to staff and relatives.
“All people we spoke with were complimentary about the leadership and management in the home.” from the report
Safe environment
The home was clean, well maintained and accessible for people with mobility needs.
“All areas of the home were clean and tidy and free from odours.” from the report
Medicine recording
needs fixingFridge temperature checks were not always recorded properly and some medicine administration records had gaps.
“We were told daily checks were taking place however, we could not find the records to confirm these checks had been completed.” from the report
- 01How do you ensure medicines that need to be kept cold are stored safely and recorded properly?
- 02Can you explain how you involve families in care planning and reviews?
- 03What activities are available for people with different interests and abilities?
- 04How do you support staff training and keep their skills up to date?
- 05How do you handle any concerns or complaints from families?
This was a comprehensive inspection covering all key areas of care and management. This explanation was written from the published report of 23 August 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 Willowdale
4 rated inspections over 5 years: the service has held its Good rating throughout.
- April 2020Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- August 2017Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- October 2016Goodstayed GoodWell-led: Good
- April 2015GoodSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- August 2013
Report published without a new overall rating.
- June 2012
Report published without a new overall rating.
- July 2011
Registered with the Care Quality Commission on 12 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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Fees, photos and reviews from families
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What to check when you visit
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.