Archived: The Willows

People spoke positively about their experience of care and treatment. A person who used the service told us, 'It's really a wonderful place,' and another person said, 'It is impressive here, I can't find anything at all wrong with it.'

People who spoke with us were positive about the cleanliness of the service. One person told us, 'It is very clean.' Another person said, 'Cleaning staff are here in the morning and cleanliness is brilliant; they regularly see to everything in the bathrooms and the floor areas.'

People commented positively about the staff that worked with them. One person said, 'I can't speak too highly of the staff; they are always willing to talk to you if you have any problems.' Another person told us, 'Everybody is kind and they look after you well and see you don't get stuck. Most of the staff are gently spoken; they are not shouting at you.'

People we spoke with were clear about how they would progress any complaint. One person said, 'If I had a complaint, which I haven't, I would go to the member of staff in charge and I would be confident they would resolve it.' Another person told us, 'I would have a quiet word; it might be something that couldn't be resolved in that area.'

Survey responses stated, 'Well taken care of with the staff,' and 'Staff always there to help if needed and nothing is too much trouble.' A person told us, 'They are great, honestly. They look to see you are all right.' A relative said, 'The way they work is very good. I'm happy with the way things are.'

People we spoke with said they felt safe in the service. A person told us, 'I have no qualms whatsoever about safety.' A relative commented, 'Yes, I do feel my relative is safe.'

Typical of survey responses about staff were, 'Staff very helpful at all times' and 'All staff were extremely approachable and very friendly and helpful.' A person who used the service told us, 'I've never heard anyone say a wrong word. I have no fault with them.' A relative commented, 'I think the people who are looking after her are very caring.'

People were consulted and could discuss matters which affected the running of the service. Meetings were held for people who used the service. One person told us, 'You are there and they ask your opinion. I know there are surveys and I know they have a meeting and it is all recorded.'