The Willows Care Home

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last assessment we rated this key question good. At this assessment the rating has remained good: This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider had a shared vision, strategy and culture. This was based on transparency, equity,

equality and human rights, diversity and inclusion, engagement, and understanding challenges

and the needs of people and their communities. The registered manager and staff understood

the provider’s vision and values to provide good quality care, with supporting policies and

procedures.

The provider had inclusive leaders at all levels who understood the context in which they

delivered care, treatment and support and embodied the culture and values of their workforce

and organisation. Leaders had the skills, knowledge, experience and credibility to lead

effectively. They did so with integrity, openness and honesty. Staff told us they felt valued. There

were recognition schemes in place where staff were awarded gifts and their achievements were

celebrated at team meetings.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. People, relatives and staff told us they would feel able to speak up if they had any concerns.

The provider valued diversity in their workforce. They worked towards an inclusive and fair

culture by improving equality and equity for people who worked for them. Staff told us they were

welcomed when joining the service. Where staff needed to find accommodation when arriving to

the UK, the provider had a number of low rent houses locally that could be rented out to people

whilst they settled in more permanent accommodation.

The provider had not always operated an effective system to ensure people cared for in their rooms had consistent support to take part in activities. The provider told us a newly implemented care planning system may have contributed to this and reviewed their staffing levels in response to our concerns. As a result of this new care planning system, some people's records were under review or in the process of being transferred over, meaning some care records lacked enough information about meeting all people's needs and preferences. The provider told us they were aware of this risk and had plans in place while people's newer care records were being improved.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement. The provider had good relationships with the local health system.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. The provider shared learning across the organisation. Managers had clear oversight of performance across services and targeted resources where this was required.