We inspected Willow Bay on the 31 October 2018.

Willow Bay is a residential care home for up to five people with learning disabilities. At the time of our inspection five people were using the service. The service had spacious living areas and was set over two floors. The service was set in a residential area with easy access to the local community and had a large garden. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. The Care Quality Commission regulates both the premises and the care provided, and both were looked at during this inspection.

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

The service had a registered manager. 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.

The care service has been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen.” Registering the Right Support CQC policy

The service was safe. Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. There were systems in place to minimise the risk of infection and to learn lessons from accidents and incidents. People were cared for safely by staff who had been recruited and employed after appropriate checks had been completed. People’s needs were met by sufficient numbers of staff. Medication was dispensed by staff who had received training to do so.

The service was effective. People were cared for and supported by staff who had received training to support people to meet their needs. The registered manager had a good understanding of their responsibilities in relation to the Mental Capacity Act 2005 and the Deprivation of Liberty Safeguards. People were supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice. People were supported to eat and drink enough as to ensure they maintained a balanced diet and referrals to other health professionals were made when required. The environment was well maintained and suitable for the needs of people.

The service was caring. Staff cared for people in an empathetic and kind manner. Staff had a good understanding of people’s preferences of care. Staff always worked hard to promote people’s independence through encouraging and supporting people to make informed choices.

The service was responsive. People and their relatives were involved in the planning and review of their care. Care plans were reviewed on a regular basis. People were supported to follow their interests and participate in social activities. The registered manager responded to complaints received in a timely manner.

The service was well-led. The service had systems in place to monitor and provide good care and these were reviewed on a regular basis.

This inspection took place on 11 February 2016.

Willow Bay is registered to provide accommodation with personal care for up to five people who have a learning disability. There were five people living at the service on the day of our inspection.

A registered manager was in post. 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.

Staff were knowledgeable about identifying abuse and how to report it to safeguard people. Risk management plans were in place to support people to have as much independence as possible while keeping them safe. There were processes in place to manage any risks in relation to the running of the service.

Medicines were safely stored, recorded and administered in line with current guidance to ensure people received their prescribed medicines to meet their needs. People had support to access healthcare professionals and services. People were supported to eat well and were encouraged

to choose healthier food options to maintain their health and well-being.

There were sufficient, skilled staff to support people at all times and there were robust recruitment processes in place. Staff were caring and respected people’s privacy and dignity. People were supported to participate in social activities including community based outings.

Staff felt well trained and supported and used their training effectively to support people. The manager understood and complied with the requirements of the Mental Capacity Act 2005 (MCA) and the associated Deprivation of Liberty Safeguards (DoLS). Staff were aware of their role in relation to MCA and DoLS and how to support people so not to place them at risk of being deprived of their liberty.

People received personalised care and staff knew them well. Relationships between people, relatives and staff were positive. Staff were caring and responsive. Care plans were clear, provided staff with guidance and were reviewed regularly. People and their relatives were involved in planning and reviewing their care. People were supported to express any concerns and information about making complaints was available in easy read format.

The service was well led; people knew the manager and found them to be approachable and available in the home. People l and staff in the service had the opportunity to say how they felt about the home and the service it provided. Their views were listened to and actions were taken in response. The provider and manager had systems in place to check on the quality and safety of the service provided.

We found that staff had been well trained and saw that they had a good understanding of people's individual needs. We observed staff's interactions with people who used the service and saw people were treated respectfully, their individuality and diversity understood. People enjoyed good levels of activity and were able to get out and about in the local community.

Some people who used the service were unable to verbally communicate and we were unable to obtain their views. We spoke to relatives of people that used the service and they told us that they had no concerns about how people were treated and that they were very happy with the level of care and activity provided. One person told us, "I have no concerns with the care [Name] receives, she is safe and happy." Another relative told us, "I can say I am very happy with the care at Willow Bay, the staff are very caring and friendly."

We found that staff supported people with their nutrition and hydration needs.

We saw people were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines.

We found that the provider had procedures in place to protect people from the risks of unsafe or inappropriate care and treatment because accurate and appropriate records were maintained.

Three of the people using the service, at the time of our visit had limited verbal communication skills, so were not able to provide us with information on whether they were involved in the running of the home or how they wanted their care provided. However we saw that people looked comfortable within their own surroundings and their interaction with the staff was open and friendly. People we did speak with were happy with the care they received at Willow Bay.

People spoken with said the staff provided any care they needed. Staff were observed speaking with people with dignity and respect and involving them in their care. People appeared relaxed with staff and staff were viewed helping them to make choices on how they wanted their care provided. During our visit at no time were people seen waiting for staff to support them.

Comments received included “The food is good,” “The staff are really good,” “The manager is amazing,” and “The home has a ‘can do’ attitude, which is reflected in the care provided.”