This announced inspection took place on 14 and 15 February 2018. This was the provider's first ratings inspection since registering with us in December 2016.

Willow Senior Care service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults and younger disabled adults. At the time of the inspection there were 10 people using the service.

Not everyone using Willow Senior Care receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

There was a registered manager, who 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 felt safe with the service they received and they were safeguarded from the risk of abuse as staff knew what to do if they suspected abuse.

Risks to people were minimised through the effective use of risk assessments and staff knew people's risks and followed the assessments to keep people safe.

There were sufficient numbers of staff to safely meet people's needs. New staff were employed using safe recruitment procedures.

People were reminded to take their medicines when necessary.

Staff followed safe infection control procedures when delivering care to people.

People's needs were assessed and care was delivered in line with current legislation. The provider followed the principles of the Mental Capacity Act 2005 to ensure care was delivered in people's best interests.

People were cared for by staff who were supported and trained to fulfil their roles effectively.

The registered manager worked with other agencies to ensure a holistic approach to their care.

People were supported to maintain a healthy diet and to remain healthy as health care support was gained when people became unwell.

People were treated with dignity and respect and their right to privacy was upheld.

People were involved in the planning of their care and offered choices about how their care was delivered.

People were receiving care that was personalised and met their individual needs.

There was a complaints procedure and people and their relatives felt able to complain.

There was a plan in place to gain views from people of how they wished to be cared for at the end of their life.

The registered manager and deputy manager were liked and respected by people who used the service.

There were systems in place to monitor and improve the quality of service and people were routinely asked their views on the service they received.

There was a kind and caring culture within the service and the registered manager worked with other agencies to ensure a holistic approach to people's care.