Willoughby House

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

People did not always experience equity in their outcomes compared to the general population. Care plans were about reactive strategies to deal with incidents when they occurred, they did not identify how to reduce the incidents to ensure people had a good day.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Relatives had mixed views about the care people received and while some felt the care supported people to live full lives others felt that improvements were needed. For example, a relative told us, “It's amazing. The transformation has gone through the roof. They have given [Name] responsibilities. [Name] has jobs to do, cleaning and hoovering. They enjoy this as it gives them a focus. [Name] sits and smiles, and I think they are very happy.” Another relative, whose loved one received extra support, felt more could be done with the time they had undivided support from a member of staff.

Staff told us how one person did not like to leave the home to go out into the town. They said this was their choice. This restricted the person’s opportunities to engage with people outside the home and access local facilities. However, the person’s care plan showed how historically he had been supported to leave and it described how staff could engage with the person to encourage them to go out. Therefore, staff not working in line with this care plan deprived the person and removed experiences from the person’s life they may have enjoyed. We raised this with the registered manager. After the inspection they wrote to us to say the person had been supported twice to access the community since our visit to the service.

Care plans had identified some actions in people as situations that need to be defused. For example, a care plan spoke about a person being stubborn or ignoring a member of staff as they were upset with them. The plan detailed how to deal with this reaction. There was no understanding people may have had a cause to be upset and might need support to discuss why they were upset at staff. This meant people at the home did not enjoy the same level of autonomy in their feelings that the rest of the population had.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.