The inspection took place on 25 August 2015 and was unannounced. We also visited on 4 September 2015 and this inspection was announced. The service was last inspected on 24 January 2014 and at that inspection we found records were not kept securely and could not be located promptly when required. At this inspection we checked that improvements had been made and sustained in this area.
Willow House provides accommodation and personal care for up to 30 people. It also offers respite care for people living with early to mid-stage dementia. There were 29 people living there at the time of our inspection including one person on respite care.
There is a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People told us they felt safe at Willow House and relatives who spoke on behalf of people who were unable to tell us how safe they felt said they had confidence their relations were safe. Staff could confidently describe the signs of abuse and what to do if they suspected abuse had occurred.
Risks were assessed and managed appropriately and we saw risk assessments had been completed regarding falls and skin integrity
As part of our inspection we carried out a random sample of medicines dispensed in individual boxes. This revealed some shortfalls in the management of individually boxed medicines as a result of non-adherence to the home’s policy.
People were supported to eat their meals by care staff appropriately and sensitively and people told us how much they enjoyed their meals. People’s nutritional and hydration needs were met and people were encouraged to drink throughout the day.
Staff received an induction and training to ensure they had the skills to meet the needs of the people who lived there. Staff were supported to continually develop by obtaining nationally recognised qualifications and by on-going supervision.
People told us staff were caring and kind and we observed this during our inspection. People told us staff treated them with respect and we saw staff protecting people’s dignity and privacy.
People were encouraged to remain independent in activities of daily life such as with personal care tasks and staff recognised the importance of independence in the wellbeing of the people who lived at Willow House.
Care provision was personalised and support plans were reviewed regularly to ensure they were relevant to the people who lived there.
Complaints were handled appropriately and people were happy that any concerns raised had been acted upon.
The home was well led and the management team encouraged an open and transparent culture where people were able to make suggestions for change and improve the quality of the service.
The management team were monitoring the quality of the service and had evidence to support they were continuously improving.