Willows Home Care Ltd

Not everyone who used the service received personal care. The Care Quality Commission (CQC), only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of this inspection 11 people were receiving personal care.

People were supported to pursue their aspirations and to achieve a quality of life that met their expectations. Staff supported people in person-centred ways to identify their goals and wishes.

People's relatives told us their loved ones felt safe as a result of the care they received from staff. Risks had been managed in a positive way to support people to maintain independence and control. Staff had a good understanding of people's needs and wishes.

Some aspects of staff recruitment were not completely effective at ensuring staff members were always suitable to work with vulnerable people. Some safety checks had not been made. We have made a recommendation about this that can be seen in the 'safe' section of this report.

The registered manager and staff were kind, caring and respectful. People praised how kind and caring they were. People praised the approachability of the registered manager and staff and could not fault the service.

The provider had invested in the use of a digital care planning system with appropriate accessibility to people and their relatives. Relatives in particular said this provided reassurance and helped ensure their loved ones were safe and the care plan was followed.

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. They had been consulted about their care and support needs. These needs were assessed before they started using the service. Care plans and risk assessments included detailed information and guidance for staff about how people's needs should be met

The registered manager and staff supported people to have access to healthcare professionals and

specialist support and the service worked with external specialists. Professional's views on the service were positive.