Willowbrook View

This was the service’s first assessment since opening on 13 March 2025. The assessment was undertaken in response to concerns received, which had been addressed by the provider prior to our assessment. Following this assessment, the service has been rated Good overall, with the Caring key question rated as Outstanding.

Overall, the service provided safe care and treatment. People were protected from the risk of harm, and recruitment processes ensured staff were suitable for their roles. Care plans were detailed and person-centred, reflecting people’s individual needs and preferences. Relatives and partners were actively involved in reviewing and contributing to care planning to ensure accuracy and consistency of care.

People, their relatives and staff told us improvements had been achieved following changes in management, particularly in relation to responsiveness to concerns, effective communication, and timely action planning. The management team demonstrated increased oversight of the service, supported by effective systems and processes to monitor quality and performance.

There was a positive culture of learning, improvement, and innovation embedded within the service. Staff spoke positively about their working environment, and partners consistently described strong, collaborative working relationships with the management and staff team.

People had access to in-house services such as a hairdressing salon, nail care, a barber shop which included beard grooming, a spa room where people could experience a massage, a gym and physiotherapist and access to transport for appointments with staff, where required. Activities were person-centred and co-produced with people living at the service, supporting engagement and meaningful outcomes.

Where shortfalls were identified during the assessment, the provider took prompt action to address these and provided evidence of improvement.