Archived: The Willows Care Home

Throughout the inspection we saw that there was good interaction between the staff and the people who used the service. People had their dignity and privacy respected. One person told us: “I really like it here – everyone is very kind”. A relative said: “I have no issues here – they look after my relative really well”.

We found that care records contained detailed information for staff to enable them to meet the needs of the people who used the service.

Records showed that people received a choice of well-presented and nutritionally balanced food.

The premises were safe and accessible for the benefit of the people who used the service.

Staff were properly supported, trained and supervised to meet the needs of the people in the home.

There were systems in place to regularly assess and monitor the quality of the service provided to people in the home.

During our visit we used different methods to help us understand the experiences of people using the service. We spoke with people living at the home, relatives, staff members, and the manager, and we spent time observing the care provided in the home.

People were respected and listened to. People we spoke with were positive about the care and support that they or their relative received. People were consulted about their care, and relatives were kept informed by staff if there were any changes in their relative's condition.

We were told that the food in the home was good, and we saw that there was a weekly menu which was changed according to people's wishes.

Discussions with staff about safeguarding and whistleblowing confirmed that they were clear about what to do if they had any suspicions of abuse.

People confirmed that they knew how to make a complaint and were supported by the manager and staff to make a complaint if necessary.