Willow Lodge

The home is set over 2 floors which are accessible via a lift. There is a communal area available, with a garden and car park.

People were not always kept safe as recruitment processes needed improving. We have made a recommendation about systems to monitor staff training and competencies. People had limited fresh food options. People's bedrooms looked bare and were not decorated according to their preferences. The manager completed appropriate assessments regarding health and well-being, and decisions were made in people's best interests.

People and their relatives spoke highly of the staff and said they were very kind, friendly and caring. Some relatives mentioned that agency staff did not always have the same rapport, or knowledge about people's individual needs and preferences.

People did not have many opportunities for going into the local area or to participate in activities within the home. The registered provider needed to make improvements regarding using different communication strategies. Although complaints were recorded it was not clear what processes were used to resolve them and make sure people's care was improved.

People were at risk of receiving poor quality care because the registered provider had failed to ensure effective oversight of risks, quality of care and the environment. The registered provider did not always request feedback from people, their relatives or staff. However, staff enjoyed their jobs and were committed to providing good care for the people that used the service.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk