The Willows Supported Living Service

The provider's quality assurance system enabled them to monitor and identify any shortfalls in the quality of the service people received. Actions were taken and improvements were made when required.

There were enough staff available to support people with all their needs, including participating in activities and trips into the community. Staff felt supported by the registered manager and understood their role and responsibilities. Staff induction training and on-going training was provided to ensure they had the skills and knowledge to carry out their roles effectively.

People had person centred support plans which were very inclusive of what was important to them, respected their privacy and dignity and promoted independence. Staff followed the support plans to ensure people received assistance that met their individual needs and preferences and supported them to live as full a life as possible.

Risk assessments were used to manage potential risks within people's lives, whilst also promoting their independence. Staff understood their responsibility to keep people safe and report any concerns. Where things did go wrong, the provider ensured actions had been taken to reduce future risks.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People were supported to eat and drink enough to ensure they maintained a balanced diet and referrals to other health professionals were made when required. People received their medicines as required.

Staff were caring and kind and knew what was important to people. Staff supported people to communicate through pictures, objects of reference and by monitoring their facial expressions and body language.

More information in Detailed Findings below.