The Willows Nursing Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

People received personalised care which met their needs and reflected their preferences. People felt involved in planning their own care and making choices. The provider allowed people opportunities to share their views about the service. People's equality and diversity needs were met. We did not assess all the quality statements within this key question. We did not identify concerns relating to these areas which we judged as being met at our last inspection.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received personalised care which met their needs and reflected their preferences. People told us they were happy with the support they received. They were able to make choices about when to get up, when they went to bed, how they spent their time and what they ate. People told us they had support to have showers and baths when they wanted. People and their relatives gave us examples about how they had received care which had improved their weight, health and wellbeing. Some of their comments included, ''We have regular reviews of care'', ''The management are very responsive'' and ''[Person's] weight and health are a lot better now.'' People told us they were listened to. They knew how to make a complaint and felt these were responded to well. They told us they had regular meetings with the registered manager. Some of their comments included, ''We have meetings, these are useful'', ''I feel we are listened to. We are able to raise any questions and there is always an answer'', ''[Registered manager] has so much time for me, and I never feel rushed'', ''[Registered manager] is on the ball, and nothing is too much trouble for [them]'' and ''I have completed surveys; and I am satisfied.''

Staff told us how they helped people to access the community, take part in a range of different activities and make choices about their care and support. The provider had a system of ''resident of the day'' where each month staff met with people to discuss their needs and review their care. There were regular organised meetings for people using the service and relatives. There was a clear complaints procedure. The provider had investigated complaints, responded to these well and learnt from these.

We saw people were well treated. They were wearing comfortable and clean clothing and were well groomed. People had access to the things they needed such as games, personal items, call bells, and drinks. The staff responded well to people who needed them. They were polite, caring and patient. Staff understood people's diverse needs, speaking in people's first language, and supporting people who were agitated or unhappy.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People told us their diverse needs were met. Their comments included, ''One of the main reasons we chose the home was because of the food and vegetarian diet options. There is an Indian menu available'', ''We can more or less do what we want, go to the temple and library and go out in the garden'' and ''I feel the staff have really got to know [person's] individual needs.'

Staff were able to tell us about people's individual needs. They understood about people's religious needs, culture, disabilities and conditions. They explained how they adapted care to meet these needs.

The provider had procedures relating to equality, diversity and inclusion. They considered people's needs when planning their care and support. People were supported to access places of worship.