Willow View Care Home

At our last inspection the key question was rated inadequate. At this assessment the key question has been rated good. This meant people were safe and protected from avoidable harm. People were supported to remain safe and staff showed a good understanding of the safeguarding process. One relative we spoke with told us, "[Name] is in a safe place and the staffing has improved. Staffing was provided by a consistent and well-trained team who told us they were well supported. Recruitment was carried out safely and involved people who used the service. Medicines were stored and administered safely. The service was clean and equipment was well maintained. One person told us, "I’m safe being here and the place is very clean." The manager had good oversight of accidents and incidents and we saw learning was shared via meetings and handovers. Staffing was provided at safe levels.

At the lasted rated inspection this key question was rated as requires improvement. At this inspection the rating has improved to good. This meant our evidence showed people's care, treatment and support achieved good outcomes and promoted a good quality of life. People’s needs were assessed before they came to use the service. The manager was committed to ensuring that assessments were robust and only people who the team were confident they could meet their needs were accepted to be supported by the service. The staff routinely checked people and their families were satisfied with the service and whether any needs had changed. Staff supported people to manage their health and wellbeing in ways which maximised their independence, choice and control. People reported they found the staff closely listened to their views and care and support was flexible and person-centred. Staff worked with local healthcare professionals and sought advice when required. Staff worked as a team to ensure people’s support needs were met. One visiting healthcare professional told us, "Everyone has a positive approach to change and their individual roles in patient care. From the District Nursing service, it is a pleasure visiting the home and I feel very confident that the staff take on board the care plans we set for patients."

At the lasted rated inspection this key question was rated as good. At this inspection the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care. People and relatives found staff treated them with dignity and kindness. Staff sought people’s views about how to support them and, when appropriate, relative were included them in discussions about the support being offered. The manager led by example and enabled staff to deliver person-centred care and this was the fundamental basis of the design of the service. Processes were in place to take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. When staff reported people’s needs had changed the senior management team ensured swift action was taken to ask health and social care professionals to review the person and their support. People reported staff promoted their independence. They knew their rights and had choice and control over their own care, treatment. and wellbeing. Staff provided care in a timely and responsive manner. Overall, staff felt the manager cared about and promoted their wellbeing, and supported them to deliver person centred care.

At the lasted rated inspection this key question was rated as good. At this inspection the rating has remained good. This meant people’s needs were met through good organisation and delivery. The provider understood the diverse health and care needs of people and their local communities. People’s health care needs were well understood and staff worked well with other professionals to make sure people received appropriate and timely health care.

At the lasted rated inspection this key question was rated as requires improvement. At this inspection the rating has changed to good. This meant that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. The management team had driven improvement across all areas of the service and had worked with partner agencies to deliver an action plan and embed positive change. The governance arrangements now in place supported the provider to identify when and where improvements were needed and ensure appropriate action was taken. Staff were motivated, worked really well as a team and were committed to maximising positive opportunities for people. People told us they were happy and feedback from relatives and professionals also reflected a much-improved service.