Archived: Willow Brook House

Updated 12 March 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

This inspection was carried out by one inspector, one assistant inspector and one Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

Willow Brook House is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. The Care Quality Commission (CQC) regulates both the premises and the care provided, and both were looked at during this inspection.

The service did not have a manager registered with the CQC. This means that the provider was legally responsible for how the service is run and for the quality and safety of the care provided. There had been no registered manager at the service since February 2019.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We also asked Healthwatch for their feedback on this service. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.

We used the information the provider sent to us in the provider information return. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

During the inspection

We spoke with nine people who lived at the home, one person’s relative, five members of care staff, the acting manager and the provider’s representative.

We reviewed a range of records. This included eight people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at further auditing information and reviewed actions that had been taken after the inspection.

Updated 12 March 2020

About the service

Willow Brook House is a residential care home providing personal care for up to 48 people aged 65 and over. At the time of inspection there were 38 people living at the home. The home was split over two floors. People living with dementia were cared for on the ground floor with access to a garden area.

People’s experience of using this service and what we found

People told us they enjoyed living at the home and staff treated them kindly, however people had to wait for staff to help them and they were not always given choices about their care. We also saw that people’s privacy was not always respected.

The service did not have a registered manager and had been without one since February 2019. This is a requirement of all registered services. There was a peripatetic manager in post which oversaw the management of the home whilst the provider attempted to recruit a new registered manager.

Improvements were required to ensure quality assurance systems identified and remedied where improvements were required in a prompt manner. For example, auditing systems had failed to identify people’s care records, including those people who were at risk of pressure ulcers, had been completed correctly. There were areas within the home that required immediate attention to ensure people had a comfortable and peaceful time, for example, there was a constant beeping sound downstairs all day.

People were protected from abuse, staff were knowledgeable about safeguarding procedures. The management team completed in depth investigations following accidents and incidents to help prevent similar occurrences.

Risk assessments were in place to manage risks within people’s lives, and staff we spoke with felt safe supporting people with a wide range of needs. Staff recruitment procedures ensured appropriate pre-employment checks were carried out.

Medicines were stored and administered safely, and records showed they were administered correctly. Staff were well trained to support people effectively.

People’s nutritional needs were monitored, and people were given additional support to maintain a healthy weight. Healthcare needs were met, and people had access to health professionals as required. Care plans outlined any support people required to manage their healthcare needs.

People's consent was gained before any care was provided, and when there were restrictions on their liberty people were supported to have as much independence as possible. People were supported in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice

Care plans reflected peoples’ likes, dislikes and preferences. People were able to participate in activities within the home or within the local community. A complaints system was in place and used effectively.

The manager was keen to ensure people received good care and support and listened to feedback when provided.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was Good (published 3 August 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.