This was an announced inspection carried out on the 25 May 2017.

Willow Home Care Ltd is an agency that provides a domiciliary service to people living in their own homes. At the time of the inspection, personal care was being provided to 20 people living in the North Shropshire area.

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. There was a registered manager in post at the time of the inspection.

This service was first registered with the Care Quality Commission (CQC) on the 25 May 2016 and had not been previously inspected.

People told us they felt safe and confident with the care staff provided in their own homes.

Staff had received training in and understood how to protect people from any harm and abuse. The provider followed safe recruitment practices that ensured staff who provided care were suitable to work in people’s own homes.

The provider had assessed and managed the risks connected with people’s individual care and support needs. Staff were able to tell us of the risks people faced and the action they took to support them.

People were supported by sufficient numbers of staff to safely meet their needs. The provider followed safe recruitment practices that ensured staff who provided care were suitable to work in people’s own homes.

People had the support they needed to take their prescribed medicines safely.

Staff had received training to give them the skills and knowledge they needed to meet people's needs.

Staff asked people’s permission before they helped them with any care or support. People’s right to make their own decisions about their own care and treatment were supported by staff.

People were supported by staff who knew them well and had developed good relationships with them. People felt involved in their own care and that staff and the provider listened to what they wanted. People were treated with dignity and respect and staff understood how important this was in the way they cared for people.

The provider promoted an open and inclusive culture within the service. The provider had systems in place to seek out people’s views and experiences of their care, and address any concerns or complaints.

The provider monitored the quality of the service to ensure improvements could be made.