The Willows Residential Care Home

Right Support: The service supported people to have choices and promoted their independence. Recruitment systems were in place. However, systems for staff employment needed to be more robust to ensure all checks were completed and suitable staff were employed. We have made a recommendation about this. People were supported to pursue their interests and to achieve their aspirations and goals. People were encouraged to have maximum choice and control of their lives and their staff helped them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. People's medication was managed by staff who had received medication training to ensure safe processes were in place.

People's needs were assessed, and care plans were developed to promote positive risk taking. A recent fire at the home resulted in a refurbishment programme in which people were consulted on the new surroundings. One person said, "Its lovely now it's done up."

Right Care: People received kind and compassionate care from staff. The registered manager and staff protected and respected people's privacy and dignity. Staff understood how to protect people from poor care and abuse. They had training on how to recognise and report abuse which was regularly updated. There were sufficient skilled staff to meet people's needs and encourage them to develop their life skills and independence. Where appropriate, staff encouraged and enabled people to take positive risks and live an independent life as possible.

Right Culture: People led inclusive and empowered lives because of the ethos, values, attitudes and behaviours of the registered manager and staff. Staff evaluated the quality of support provided to people, involving the person, their families and other professionals as appropriate. The management team and staff ensured risks

of a closed culture were minimised, so people received support based on transparency and respect.