Willows Care Centre is purpose built and provides care for up to 128 people. The home provides residential care for elderly people, people experiencing symptoms of dementia and nursing care for the frail elderly. At the time of our inspection there were 112 people using the service.

At the last inspection, the service was rated Good.

At this inspection we found the service remained Good.

People using the service felt safe. Staff had received training to enable them to recognise signs and symptoms of abuse and felt confident in how to report them.

People had risk assessments in place to support them to be as independent as they could be in a safe manner. Staff knew how to manage risks to promote people’s safety, and balanced these against people’s rights to take risks and remain independent.

There were sufficient staff, with the correct skill mix, on duty to support people with their needs. Effective recruitment processes were in place and followed by the service. Staff were not offered employment until satisfactory checks had been completed. Staff received an induction process and on-going training. They had attended a variety of training to ensure they were able to provide care based on current practice when supporting people. They were supported with regular supervisions.

Medicines were managed safely. The processes in place ensured that the administration and handling of medicines was suitable for the people who used the service.

People were supported to make decisions about all aspects of their life; this was underpinned by the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards. Staff were knowledgeable of this guidance and correct processes were in place to protect people. Staff gained consent before supporting people.

People were enabled to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People were able to make choices about the food and drink they had, and staff gave support when required to enable people to access a balanced diet. Drinks and snacks were available throughout the day.

People were supported to access a variety of health professional when required, including opticians and doctors, to make sure they received continuing healthcare to meet their needs.

Staff provided care and support in a caring and meaningful way. They knew the people who used the service well. People and relatives, where appropriate, were involved in the planning of their care and support.

People’s privacy and dignity was maintained at all times.

People were supported to follow their interests and join in activities.

People knew how to complain. There was a complaints procedure in place which was accessible to all. Complaints had been responded to appropriately.

Quality monitoring systems were in place. A variety of audits were carried out and used to drive improvement.

Further information is in the detailed findings below

When we inspected in September 2013 we had ‘moderate’ concerns about the care people received at The Willows Care Centre. At this follow-up inspection we found that improvements had been made to the care provided at The Willows Care Centre.

Since our inspection in September 2013 a new manager had been appointed. The manager informed us they were in the process of submitting their ‘registered manager’ application to register with the Care Quality Commission.

We looked at the care records for 11 people residing on the dementia unit. We also spent time directly observing the care people received. We spoke with four people using the service and one relative. All the people we spoke with confirmed the staff were, caring, ‘friendly’, ‘helpful’ and ‘welcoming’. We observed that people were treated with respect and dignity and their individuality was upheld.

We spoke with people who used the service and they told us that they were well cared for. One person told us that they felt secure and enjoyed it when the staff took them out. We spoke with two people who were particularly happy with the arrangements for smoking in the dedicated smoking rooms.

We observed the care for people who were unable to communicate verbally; we saw that they were cared for with consideration and where possible other non-verbal methods of communication were used effectively. We found that the staff were kind and were understanding of people's frailty.

We found that care plans reflected the needs of people who used the service and the staff delivered people’s care in accordance with their care plans.

People told us that the staff treated them as individuals and respected their views and choices. They told us they were consulted with about any changes to their care and support and were able to make decisions about their day to day care. They had access to a dentist, optician, district nurses, doctors and a chiropodist, all of whom visited the home regularly.

They said that they enjoyed the food provided and a choice was always made available to them.

People told us that they felt safe and that staff looked after them well.

Comments included; ‘’staff look after me well, the food is very good…..on the whole it is a good home”. “ the staff are very good to me….if I use the call bell they come quickly….they respect my privacy and dignity and always knock on the door”. “ Staff generally are excellent, very nice, and really helpful.” “ I like it here……”

The inspection took place on 28 & 29 April 2015 and was unannounced.

Willows Care Centre provides care for up to 128 people. The home provides residential care for older people, people living with dementia and nursing care for the frail older people. On the day of our inspection there were 112 people using the service.

There was 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.

People felt safe living at the service. It was evident from talking with staff that they were aware of what they considered to be abuse and how to report this.

Staff knew how to use risk assessments to keep people safe alongside supporting them to be as independent as possible.

Pressure care was managed effectively.

There were sufficient staff, with the correct skill mix, on duty to support people with their needs.

Recruitment processes were robust. New staff had undertaken the provider’s induction programme and training to allow them to support people confidently.

Medicines were stored, administered and handled safely.

Staff were knowledgeable about the needs of individual people they supported. People were supported to make choices around their care and daily lives.

Staff had attended a variety of training to ensure they were able to provide care based on current practice when assisting people.

Staff always gained consent before supporting people.

There were policies and procedures in place in relation to the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards. Staff knew how to use them to protect people who were unable to make decisions for themselves.

People were able to make choices about the food and drink they had, and staff gave support when required. Catering staff knew who required a special diet and this was taken into account.

People had access to a variety of health care professionals if required to make sure they received on-going treatment and care.

People were treated with kindness and compassion by the staff, and spent time with them on activities of their choice.

People and their relatives were involved in making decisions and planning their care, and their views were listened to and acted upon.

Staff treated people with dignity and respect.

There was an effective complaints procedure in place.

People were complimentary about the registered manager and staff. It was obvious from our observations that staff, people who used the service and the registered manager had good relationships.

We saw that effective quality monitoring systems were in place. A variety of audits were carried out and used to drive improvements.