Willows Court

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We saw positive interactions between staff and people, and staff took their time to reassure people and spend time with those who required more intense interaction. A relative told us, “The care is good and staff treat [Name of family member] with respect and care. Nothing seems to be too much of a problem. They are accommodating if we make any suggestions.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People’s care plans contained good information about how to meet people’s needs, and staff knew people well. A person told us, “I struggled to settle here at first. Staff saw I was struggling and gave me extra help and support to settle in and make friends.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. One person told us, “I like to come down for breakfast, but I like to be by myself and do my own thing. Staff respect this and know I like to be independent. I like to spend a lot of time in my room, and they arranged for this to be redecorated; I love it now.” A relative told us “Staff always ask [Name of family member] if they want to get out of bed, but they usually decline. Staff respect this choice and check on them every hour to make sure they have everything they need and are not alone.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. We saw staff responding to people when they became distressed or needed reassurance. A person described how staff had responded quickly by calling health professionals to address the persons’ health concerns.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff told us they enjoyed working at Willows Court. A staff member told us, “There is a good culture among all managers; they listen to staff and support us as a team and as individuals.” The registered manager described how they and the provider supported staff who were new to the country to settle and adapt to life alongside their employment.