The Willows Care Home

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked at 3 quality statements. We looked for evidence that the service encouraged people to be independent and have choice and control over their lives. At our last inspection we rated this key question good. At this assessment we did not assess all quality statements within this key question. The overall rating for this key question remains good based on the findings at the last inspection.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and relatives felt staff treated them well. One relative said, “I am very happy with the care my [family member] receives. The staff are all so very kind and very caring towards them.” Another relative told us, “I am extremely happy with The Willows. The difference in my [family member] is really good since they moved in. I am sure it’s down to the way they are looked after and how the staff have got to know their likes and dislikes and how they treat them with the utmost respect and kindness.” A further relative said, ““I have nothing but praise for how my dad is looked after, he is definitely treated with kindness, respect and dignity.”

Staff told us that it was important to listen to people, treat people as individuals and respect people’s choices and lifestyles, and to treat everyone with friendliness and patience.

We observed staff to be kind, compassionate and treated people well. Staff knew people well.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People were involved in decisions about their care. One person told us how they wanted their independence and would be moving to a supported living service which was more suitable for them. A relative told us, “People are encouraged to do what they can for themselves and what they do daily is very person led.”

Staff said they always promoted peoples' independence and would not take over from people if they could do things for themselves. They said people could choose what they wanted to do if they were able to do so such as personal washing and choosing which clothes they wanted to wear.

We saw good interactions between staff and people. People were comfortable with staff and presented in a relaxed and engaging way. People also interacted well with each other. For example, we observed conversations between people during mealtime. Staff promoted people’s independence and supported people to make choices. For example, where they wished to spend their time and what they wanted to eat and drink.

Independence, choice and control was included in the service’s literature to aim to ensure that staff respected how people could live the lives they wanted.

Relatives told us staff responded to people’s immediate needs. One relative said, “I am kept informed if [family member] is not well, the manager rings me sometimes just to check everything is ok with how [family member] is being looked after and if they could improve anything.” Another relative told us, “If I have any problems I can always speak to the manager and however trivial they are they listen and sort them for me.” A further relative said, “The manager keeps me up to date with the things I need to know, and I can get to see them if I have anything to discuss.”

Staff said that they knew people well and were able to respond to their needs when necessary. They prioritised this support to other tasks such as domestic or catering duties.

We observed staff responded to people’s needs when required. We also saw people responded well to staff as they knew staff well.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.