Willows Court

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last assessment we rated this service as requires improvement. At this assessment this key question has been rated good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred 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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities. Staff demonstrated they understood and embedded these values in their working practices. A person told us, “It is a good place. I like the different areas to meet with my visitors. There is always a friendly atmosphere and a bit of banter.”

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. All of the staff we spoke to gave positive feedback about the management of the service and told us they felt well supported. One member of staff said, “The [registered] manager is very responsive and supportive. If I need to discuss anything, I can go to her and I know she will listen and take action.” Relatives praised the care manager for their communication and care towards their family member.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. People told us they felt able to say if they were not happy or wanted to change anything. For example, some people had expressed the lounge area was too noisy for them. The provider was seeking to develop other areas to meet their needs. Staff felt able to raise concerns and make suggestions. A staff member told us, “I get all the support I need, but I can raise issues freely if I need to.”

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. Staff described diverse cultures within the service and how these were respected and supported. For example, staff had time off for key events and celebrations within their faith and culture. A staff member told us, “There are diverse cultures here which could create friction amongst the staff team. We work hard to resolve any issues quickly and this means we have good understanding and team working amongst the staff.”

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate. The management team carried out audits and checks to maintain oversight of the service and regularly met with the provider to discuss improvements and developments. Systems and processes enabled the registered manager to monitor the care provided.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement. Staff worked closely with external agencies and the local community to ensure people could access the services they needed.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research. The registered manager shared lessons learnt with staff, such as learning from major incidents in other services to promote best practice.