The Willows Home Care North East

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. This was the first inspection for this service. This key question has been rated good. This meant people were safe and protected from avoidable harm.

This service scored 75 (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 developed a proactive and positive culture of safety, based on openness and honesty. They listened to concerns about safety and investigated and reported safety events. The registered manager used the information to identify areas where lessons could be learnt. A staff member said, “[Registered manager’s name] always talks about how we can make the service better.”

Staff worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care, including when people moved between different services. A relative said, “The staff are really good at contacting the doctors and community nurses if they have concerns about [person’s name] health.”

The registered manager worked with people to understand what being safe meant to them and the best way to achieve that. They concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The service shared concerns quickly and appropriately. Staff had training and a good understanding of what to do to make sure people were protected from harm or abuse.

The staff team worked with people to understand and manage risks by thinking holistically. They provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them. A person said, “Living with a disability is very difficult but I sincerely feel this service is perfect. It makes my life the best it has been for years.”

The provider detected and controlled potential risks in the care environment. Environmental risks were assessed and addressed. They made sure equipment, facilities and technology supported the delivery of safe care and worked with external professionals to review people’s aids. People were supported to be as independent as possible within the environment. The staff team knew who to contact when people might benefit from additional aids or equipment, which staff knew how to use.

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs. The registered manager ensured rotas provided enough travelling time and people confirmed staff always arrived on time and didn’t cut their visits short. Recruitment practices were meeting requirements. The registered manager understood how to manage recruitment strategies and ensure there were always enough staff. They had ensured overseas workers were fully supported during their transition to the UK and they were assisted to understand the local people’s expectations and their cultural differences.

The provider assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly. Staff appropriately followed the required infection control guidelines.

The registered manager made sure medicines and treatments were managed in a safe manner and met people’s needs, capacities and preferences. Staff who administered medicines had the appropriate training and competency checks. A person said, “The staff are very good at making sure my medicines are given on time and are right.”