This inspection took place on 18 April 2018 and was unannounced.

Willow Park Lodge is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided; both were looked at during this inspection. Willow Park Lodge accommodates up to 79 people in purpose built building. At the time of the inspection there were 20 people living at the service. The service will continue to be monitored as additional people move into the service.

There was a registered manager 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.

People were protected from abuse. Staff knew how to recognise the signs of abuse and how to report any concerns. The registered manager had reported any concerns to the local safeguarding authority when appropriate.

Potential risks to people’s health and welfare had been assessed and staff had detailed guidance to mitigate the risk and keep people safe. Accidents and incidents were recorded and analysed to identify any trends and patterns, action was taken to reduce the risk of them happening again.

Checks and audits were completed on all aspects of the service. The audits had identified shortfalls, however, action plans to show what action needed to be taken, by whom and if the action had been completed were not always in place. This was an area for improvement. Records showed that action had been taken and the shortfalls had been rectified. Checks had been completed on the environment and equipment people used to keep people safe.

Willow Park Lodge was purpose built and met people’s needs. People had access to outside space. The service was clean and odour free.

People were supported to express their views about their care; however, information was not always available in different formats to assist people’s understanding. People, relatives and staff were invited to give their views on the service. The responses were mainly positive but when suggestions had been made the outcomes had not been consistently recorded or analysed. We have made a recommendation about this.

There were sufficient staff to meet people’s needs, staff had been recruited safely. Staff told us they felt supported by the registered manager and had received supervision to discuss their practice and development. New staff completed an induction, their competency was assessed, staff received training appropriate to their role.

People received their medicines safely and when they needed them. Staff monitored people’s health and referred them to specialist healthcare professionals when needed. Staff followed any guidance given. People had access to health professionals such as dentists when required. People had enough to eat and drink and were supported to eat a healthy diet.

People’s needs were assessed before they moved into the service using recognised tools in line with current guidance. Each person had a care plan that detailed their choices and preferences, these care plans were reviewed regularly. People were asked about their end of life wishes and these were recorded when people wanted to discuss them.

People were supported 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.

The Care Quality Commission (CQC) monitors the operation of the Deprivation of Liberty Safeguards (DoLS) which applies to care homes. The registered manager had a system in place to track and monitor applications and authorisations.

The provider had a complaints policy, complaints had been investigated in line with the