The Willows

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

People received person-centred care from staff who knew them well. The service worked in partnership with other agencies, and external support was requested as required. Peoples communication needs were assessed and resources were in place to aid staff to communicate with people in their preferred method. Processes to support the involvement of people in their care planning were effective. Staff were provided training to be able to recognise and protect people’s protected characteristics.

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.

People received person centred care from staff who knew them well. Relative’s of people living at the service told us their loved one received care which had been tailored to meet their individual needs and preferences. Relatives told us that staff were flexible based on each person’s needs. “Yes, I feel happy, if he wants to go out, they are amenable and accommodate as much as they can.”

Staff and leaders had a good understanding of person centred care. For example, one staff member told us in detail about the person they were supporting, including their interests, hobbies and life history. The registered manager knew each service user thoroughly and demonstrated in-depth knowledge of people’s individual needs.

We observed people to be cared for in a personalised way. For example, we saw people being supported to eat meals in their preferred area, and at their preferred time. Some people benefited from having a routine they followed each day. Staff had displayed this in people’s bedrooms, so they knew their plan each day and what to expect. Each person’s routine was different, based on their individual preferences and interests.

Relatives gave positive feedback in relation to how the service worked in partnership with other agencies. This included the local authority and healthcare professionals.

Staff and leaders understood their responsibilities in making sure people could access healthcare advice and treatment. Some staff told us there had been delays in people receiving medical attention where needed. We discussed this with the registered manager, who provided assurances these incidents had been managed in a timely way.

We did not receive feedback from partners in relation to this quality statement. However, we saw evidence of positive working relationships in peoples care records and through our observations on site.

Processes were in place to support positive care provision and integration. When people received medical treatment, staff supported them in a way which best suited their needs. Advice given from healthcare professionals was recorded and shared with other staff and relatives appropriately.

People could access information in a variety of formats, such as easy read guides, verbally or by using sign language. Relatives spoke positively of how the service communicated with people. Signage around the service made use of pictures as well as written words.

Staff knew details of how to communicate with people very well. The registered manager told us the provider has a sign language interpreter, who teaches staff specific signs to communicate with people successfully.

Information was available in a wide range of formats. The registered manager understood their responsibilities of meeting the Accessible Information Standards, and had policies in place to support this. Peoples care plans reflected the way in which information should be shared with them.

People and their relatives were listened to, and involved in decisions relating to their care. Most people living at the service were unable to make decisions relating to their care needs without the support of a family member or advocate. A relative told us they were included in every meeting regarding their loved one. Another told us that whilst they lived a great distance from the service, they were always kept up to date and involved in decision making.

The registered manager told us they have regular meetings with people and their representatives to discuss the running of the service. Meeting minutes were shared with relatives who were unable to attend. Staff meetings minutes were not always reflective of a two-way conversation, and were task focused.

Processes were in place to support the involvement of people in their care planning. Meeting minutes were concise, however reflected the main topics of discussion. Surveys were used to seek feedback from people and their relatives, and these were then used to create an action plan.

People’s relatives told us their loved one was supported to access the care, support and treatment they needed. For example, one relative told us when their loved one attended hospital, the service had created a ‘hospital folder’ which contained information to ensure they were able to provide care in line with the person’s needs. Another relative told us the service worked closely with complimentary services such as the hairdresser, to make sure appointments were comfortable for the person.

Staff told us they supported people to access health and social care services. The registered manager told us they liaise with healthcare professionals to make appointments accessible for people. This included specific staff supporting the person, or appointments happening at the service rather than at a clinic.

We did not receive feedback from partners in relation to this quality statement, However, we saw referrals had been made to external services, and written records of positive working relationships between services to benefit people living at The Willows.

Processes were in place to ensure people could access the care, support and treatment they required. When one person was unable to get a dentist appointment, the service had liaised with the person’s relative to make alternative arrangements. People’s care plans detailed the support and adjustments they needed to access services.

People’s relatives felt their loved ones were encouraged to lead fulfilling and varied lives. People’s abilities were assessed in conjunction with their relatives, and individual goals planned for. People were empowered to make their own choices and live in a way they wanted to. A relative told us “They go to the shop and [relative’s name] chooses a meal deal and they go to the park, [staff] extend the trip, they try to do different things with her on trips out.”

Staff gave mixed feedback about whether they felt people had equity in experiences. Some staff felt opportunities were limited for some people but told us they try to do the best they can. Other staff felt the opportunities available to people were sufficient.

The registered manager told us they aspire to support people to live life to the full regardless of disability. They described their plans to build on people’s skills, whilst supporting them to achieve their goals.

Staff and managers had completed mandatory training courses that safeguarded people and their protected characteristics. Protected characteristics are specific attributes safeguarded against discrimination under the Equality Act 2010. These include age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.

People’s relatives told us they were involved in discussions about important life changes. This included moving towards greater independence, or if their loved one’s health was to deteriorate. One relative said the improvement in people’s presentation has been noticeable to them during their visits. “On occasions they turned people around and made their life better and happier.”

Whilst staff knew people’s immediate needs very well, those we spoke with were not able to describe longer term plans for people. However, staff confirmed this information was held within care records, and we saw information relating to people’s future recorded thoroughly. The registered manager told us the overall aim of the service is to enable people to move on to alternative services with a greater degree of independence.

Processes supported planning for the future, and we found care plans to contain information relating to peoples future plans and goals. These plans took their wishes and preferences into account, and had been made in conjunction with people's relatives.