Willowcare (Suffolk) Ltd

People's experience of using this service:

People using the service were happy and well cared for. They were cared for in a way which reflected their preferences and met their needs. They liked the care staff and told us they were polite, caring and kind. The care staff arrived on time and stayed for the right length of time for each visit. People received their medicines in a safe way. They were involved in planning their care and making choices about this.

People were supported to have 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.

The staff were well supported and enjoyed working for the agency. They had access to a range of suitable training and had the skills they needed to care for people. The provider's recruitment procedures made sure only suitable staff were employed. They regularly met with their manager and discussed their work and any queries they had. The registered manager assessed the staff in the work place to make sure they were following procedures and delivering effective care.

There were procedures designed to safeguard people from abuse, and the staff were familiar with these. The staff knew to record any accidents, incidents or complaints and these were investigated and responded to. The staff were provided with protective clothing, such as gloves and aprons.

There were systems in place for monitoring the quality of the service and making improvements. The registered manager liaised with people using the service, relatives and staff to ask for their feedback and ideas. There were a range of suitable policies and procedures which the people using the service and staff had access to.