The Willows

On this page

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

People were treated with kindness, empathy and compassion. Their privacy and dignity was respected. Every effort was made to take their wishes into account and respect their choices, to achieve the best possible outcomes for them. This included supporting people to live as independently as possible and to maintain important relationships.

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

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 all daily activity in the service and had their choices responded to. They lived in a friendly homely environment where their individual private accommodation was respected. A staff member said, “Feels like a family here with the staff and people, nice and small and homely”. Staff asked for permission to enter rooms. Relatives told us they were confident that people were happy and staff were warm, welcoming, and “wonderful.” They were pleased staff listened and responded to people’s choices. A relative described how they were involved in choosing the decoration and soft furnishing of their loved one’s room. Staff supported people to have private time to express themselves sexually and supported their privacy in these times.

Staff told us they were well supported and this encouraged a good work life balance. They were happy at work and enjoyed working with people. They said “I love it,” and “I like helping people supporting them makes me feel proud and happy.” They understood the importance of including people in all support as able and listening to their choices. A staff member said, “We really try to promote independence and dignity, and choice, [person] uses eye movement for choices, [person] is so lovely I really enjoy working with [them]. We can tell be the vocalisations of people what they are feeling. We use pictorial menus to promote choice with food.” Staff looked for what people could do, rather than focussing on what they could not do. For example, a staff member told us, “They love being spoken to and giggles when you chat with them. They can brush their teeth and this is supported.” Another told us, “People are given money so that they can give directly to shop staff to pay.”

We observed good and meaningful interactions between staff and people, which showed that staff knew people well, knew how to communicate with them. Staff used respectful language when communicating with people and when talking about the people they supported. Staff called people by their preferred names. Independence was encouraged with people supported to make choices and to be involved in cooking and cleaning tasks.

The environment had been adapted with equipment in place to ensure people could be bathed appropriately and moved safely. Protecting their privacy and dignity. Rooms were very personalised and individual. Systems were in place to promote a supportive environment for staff to work in. For example. adapting work hours to support work life balance.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.