Willow Bay

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

We did not look at all quality statements for Effective at this assessment. The service was effective. This rating uses some scores from the previous inspection. We found peoples needs were assessed and care plans and risk assessments were reviewed. Peoples rights were respected and this included the right to make unwise decisions.

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.

A family member said, “I go to health appointments with [relative] and the staff, we support each other.” People received support from staff who understood their needs and could communicate on behalf of people when needed to ensure their needs were communicated to other professionals such as GPs.

The registered manager said, “we are always assessing peoples needs. We recently had nutrition and hydration training, from that we learnt one person doesn’t drink enough, we did pictural work with them to show what they should drink daily, and we buy jelly to boost intake.” A staff member told us, “This year a service user who is non-verbal displayed behaviour and distress during the night which was unusual for them. The waking night staff had recorded and reported it at handover and to the management team. The behaviour included being awake all night and pushing items of clothing into their mouth and chewing them till they were soaking wet. This continued for a prolonged period of time. The management and staff team had contacted dentist, GP and family and discussed pain relief, safety concerns and medical reasons. They also considered any changes in the individual's routine, bedroom, staff team and family contact. The Individual is unable to say what is wrong even with communication aids and unable to consent to treatment. The decision was made on their behalf by the health professionals, family and management team to administer regular pain relief while waiting for a hospital appointment. This was to have general anaesthetic and have a full dental examination. While they are waiting for their appointment records show the pain relief is working and has been reviewed and lowered by the professionals involved.”

The provider had systems in place to review and update care plans as people's needs changed and relatives were involved where appropriate. Care plans detailed what was important to people and information sharing was clear. Referrals were made when needed. We noted a good staff ratio, ensuring that staff could adequately meet the needs of the people supported. Staff had worked at Willow Bay for many years and knew peoples needs and wishes. Staff knew how to assess changes in people and how to report changes in health.

We did not look at Delivering evidence-based care and treatment during this assessment. The score for this quality statement is based on the previous rating for Effective.

We did not look at How staff, teams and services work together during this assessment. The score for this quality statement is based on the previous rating for Effective.

We did not look at Supporting people to live healthier lives during this assessment. The score for this quality statement is based on the previous rating for Effective.

We did not look at Monitoring and improving outcomes during this assessment. The score for this quality statement is based on the previous rating for Effective.

One person told us they are involved in decisions about the home, such as new items needed, how their room looks, activities they do, and foods they eat. People experience staff who did their best to gain consent and understand the unique communications styles of those they are supporting.

A staff member said, “Our clients do everything at their own pace, they make their own decision good or bad, it’s nice to work in an environment where our clients have the freedom to live their lives as they want.” Another staff member said, “I can honestly say wholeheartedly that each service user is cared for exceptionally well. They are given as much choice as their disability and mental capacity will allow them to.”

Staff received training in the Mental Capacity Act which helped ensure they understood the principles of the act and put the training into practice. We observed where people lacked the mental capacity to consent to care and treatment the registered manager worked in partnership with key stakeholders to make decisions in peoples best interests.