The Willows

The provider had not effectively deployed staff with the right skills to meet people's needs. On the first day we visited the service, staff deployment was not safe as staff without necessary training to meet people’s needs were on shift. The management team took action to address this. Staff completed a robust induction process and with ongoing supervision and appraisal meetings. However, there were no records of agency staff induction. This was a breach of Regulation 18 (Staffing) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. There were however enough staff to support people and ongoing training being implemented made sure that staff had the skills needed to support people safely. People lived safely and were protected from avoidable harm. Staff and leaders were able to identify situations that amounted to safeguarding and staff were confident to use the whistleblowing process if needed. Risks were managed well. Staff knew people well and were able to identify changes in behaviours and presentation that meant that people were feeling anxious, upset or concerned about something. Lessons were learned when things went wrong.

People had the best possible outcomes because their needs were assessed. Their care, support and treatment reflected these needs and any protected equality characteristics. The service worked in harmony, with people at the centre of their care. People were enabled and encouraged to make their own choices. People were supported to live independently. People were supported within the service and within the community to achieve their goals and aspirations.

People were treated with kindness, empathy and compassion. Their privacy and dignity was respected. Every effort was made to take their wishes into account and respect their choices, to achieve the best possible outcomes for them. This included supporting people to live as independently as possible and to maintain important relationships.

People were able to access care in ways that met their personal circumstances and protected equality characteristics, when they needed it. People’s preferences and choices were respected. People's communication needs were known and understood by staff. People were not restricted and were able to access the community for leisure and access resources available to support a healthy and fulfilling life.