14 January 2020
During a routine inspection
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.