Willows Court

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this service as requires improvement. At this assessment this key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People told us they had been involved in the development of their care plans and felt their needs were met overall. A relative told us, “[Name of family member] can wake up confused during the day. Staff recognise this and a staff member walks with [Name] distracting them and having a laugh with them. This really helps.” Staff demonstrated they understood and followed person centred approaches. A staff member said, “This is people’s home; I do what makes each person happy. It is very person centred as we are not all the same.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Senior staff had a weekly meeting with a health professional to review people’s changing needs and people were supported to access health services. Relatives told us they were kept updated with any changing health needs. One relative told us, “[Name of family member] was admitted to hospital due to their health condition. Staff kept me regularly informed and consulted about their care and treatment through liaising with the hospital.”

The provider was able to supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs. A person had a communication board which they used when needed. We found information such as newsletters would benefit from being routinely transcribed into large print for people.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People and their relatives told us they would feel comfortable raising any concerns. A relative described how they raised concerns around laundry and clothing for their family member. Staff had listened and responded to these, though improvements were not fully embedded in the laundry process yet.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Managers had good working relationships with local health professionals, and knew how to contact the appropriate teams to support people when the need arose. People and relatives confirmed staff were quick to respond to changes in people’s needs and support people to contact routine and specialist services when required.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff tailored activities to ensure everyone was included. For example, where people could not participate in group sessions, they were supported individually to ensure they were not isolated. Staff advocated for people when liaising with health and social care services to ensure their views and needs were listened to.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People were given the opportunity to discuss their end of life wishes and care plans reflected their wishes where they had made decisions. A relative told us, “[Name of family member] is on end of life care and I feel they are well looked after. I can see the way staff interact with [Name], it is with fondness and compassion.”