We inspected Willow Tree House on 28 September 2016. The inspection was unannounced.

Willow Tree House is situated in Mansfield, a town in North Nottinghamshire. The service is registered to provide accommodation for people who require nursing or personal care for up to 110 people, although nursing care was no longer being provided. There are two separate buildings on the site of the service, although one building was not in use at the time of our inspection. People were supported with a variety of physical health needs as well as dementia related care. At the time of our inspection 37 people were living at Willow Tree House.

The service had a registered manager in place at the time of our visit. 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 told us they felt safe at Willow Tree House and did not have any concerns about the care they received. Staff knew how to protect people from harm and referrals were made to the appropriate authority when concerns were raised.

Risks to people’s safety were identified and managed and assessments were carried out to minimise the risk of harm. For example in relation to falls or environmental risks. The building was well maintained and regular safety checks were carried out.

People received care and support in a timely way and there were sufficient numbers of suitably qualified and experienced staff employed. Appropriate pre-employment checks were carried out before staff began to work at Willow Tree House.

People received their prescribed medicines when required and these were stored and administered safely. People who chose to administer their own medicines were supported by staff to do so safely.

People received effective care from staff who received training and support to ensure they could meet people’s needs. On going training and assessment for care staff was scheduled to help maintain their knowledge.

People provided consent to any care and treatment provided. Where they did not have capacity to offer informed consent their best interests and rights were protected under the Mental Capacity Act (2005). People’s wishes regarding their care and treatment were respected by staff.

People told us they enjoyed the food offered and we saw they had sufficient quantities of food and drink to help them maintain healthy nutrition and hydration. People had access to healthcare professionals when required and staff followed their guidance to ensure people maintained good health.

People were treated with dignity and respect and their privacy was protected. We observed positive, caring relationships between staff and people who used the service. Where possible people were involved in making decisions about their care and daily activities.

Staff understood people’s support needs and ensured they received personalised responsive care. People had the opportunity to take part in enjoyable, constructive activities. They knew how to raise an issue and were confident these would be listened to and acted on.

There was an open and transparent culture at the service. People, their relatives and staff were encouraged to have their say on their experience of care and their comments were acted on. Quality monitoring systems were in place to identify areas for improvement and ensure these were acted on.