Willows Care Southern Limited

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. This is the first assessment for this service following a change of provider. This key question has been rated good. This meant people were safe and protected from avoidable harm. Potential risks to people’s health and welfare had been assessed and there was guidance for staff to mitigate risk. Accidents and incidents were used for learning, safeguarding concerns had been reported and investigated. There were enough staff to meet people’s needs, staff had received training appropriate to their role. Staff received their medicines as prescribed. The service was clean and odour free, the building and equipment had been checked to make sure they were safe.

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. This is the first assessment for this service following a change of provider. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this. People’s needs were regularly assessed and reviewed to provide appropriate support. Staff supported people to lead as healthy lives as possible, people had access to health professionals when their needs changed.

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this service following a change of provider. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care. Staff treated people with kindness and compassion and responded to people’s immediate needs. People were supported to be as independent as possible.

Responsive – this means we looked for evidence that the provider met people’s needs. This is the first assessment for this service following a change of provider. This key question has been rated good. This meant people’s needs were met through good organisation and delivery. People received person centred care, they were given information in the format they required. People were supported to plan for the future and record their choices and preferences.

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. This is the first assessment for this service following a change of provider. This key question has been rated good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care. There was clear culture promoted within the service which staff understood. There was a clear governance structure within the service and staff understood their roles. Staff were encouraged to speak up and make suggestions or raise concerns. The service worked with local partners including the local community and professionals.