The Willows is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. The Care Quality Commission (CQC) regulates both the premises and the care provided, and both were looked at during this inspection. This service is registered to provide nursing care, but this service was not provided at the time of our inspection. The Willows accommodates up to 66 older people, some living with dementia.

On the day of our comprehensive unannounced inspection on 24 October 2018, there were 33 people living in the service. The Willows was registered with the Care Quality Commission in November 2017, this was their first inspection.

There was a registered manager in place. The registered manager was working as the operations manager. There was a new manager in place, their registered manager application was being processed. 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 received a safe service. The risks to people were assessed and staff were guided how to reduce these risks. Staff were trained in safeguarding people from abuse and where incidents had happened the service learned from these to drive improvement. There were systems in place to assess the numbers of staff required to meet the needs of the people using the service. Staff recruitment processes reduced the risks of staff being employed in the service who were not suitable. There were systems in place to manage people’s medicines safely. Good infection control practices were in place to reduce the risk of cross contamination.

People received an effective service. People were supported by staff who were trained and supported to meet their needs. People had access to health care professionals when needed. Staff worked with other professionals involved in people’s care. People’s nutritional needs were assessed and met. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The environment was well maintained and suitable for the people using the service.

People received a caring service. People shared positive relationships with staff and their privacy, independence and dignity was respected. People were listened to in relation to their choices, and they and their relatives, where appropriate, were involved in their care planning.

People received a responsive service. People’s individual needs were assessed, planned for and met. People had access to social activities to reduce the risks of isolation and boredom. People’s choices were documented about how they wanted to be cared for at the end of their life. There was a complaints procedure in place and people’s complaints were addressed.

The service was well-led. There was a programme of audits in place which demonstrated that they assessed and monitored the service provided. Where shortfalls were identified actions were taken to improve. People were asked for their views about the service and these were valued and listened to. As a result, the service continued to improve.