The Willows Domiciliary Care Ltd

Not everyone who used the service received personal care. 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 the inspection, the service was providing care to 72 people, 48 of which were receiving personal care.

People had detailed, person-centred care plans and risk assessments. People and their relatives were involved in assessing and reviewing their care. There were robust induction processes. Staff received appropriate training and the provider had acted on staff feedback to arrange additional practical training. People received appropriate support to drink enough and maintain a balanced diet. The service worked closely with other agencies and professionals.

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. Staff spoke passionately about their role and people were consistently positive about how staff treated them with kindness and respect.

People were encouraged to provide feedback about their care and the provider thoroughly investigated complaints, when appropriate apologising to people. When people reached the end of their life, the service liaised with a variety of healthcare professionals to ensure they could continue providing safe, effective care in line with people's wishes.

We received very positive feedback about the culture of the service and the management team. There were robust quality assurance processes in place. The management team were committed to continuously learning and improving the service and acted on feedback from people and staff.