Willoughby House

People and relatives told inspectors they felt safe. Staff knew how to recognise and report abuse, and understood people's risks.

“Staff had received training in abuse awareness and had a good knowledge of how to identify and report concerns.” from the report

Inspectors found that staff provided compassionate care, respected privacy and dignity, and understood people's individual needs.

“People received kind and compassionate care. Staff protected and respected people's privacy and dignity.” from the report

People were supported to make choices about daily life, activities, food and their rooms. Staff helped people take part in interests and activities in the local community.

“Staff supported people to take part in activities and pursue their interests in their local area with people who had shared interests.” from the report

Low staff turnover meant people were supported by staff who knew them well. Inspectors found staff understood people's communication needs and care plans.

“Staff turnover was very low, which supported people to receive consistent care from staff who knew them well.” from the report

The home was clean and tidy, with safe infection control practices. Visitors were able to visit without restrictions.

“The service was very clean and tidy but still captured a 'homely' feel.” from the report

Two notifications about alleged abuse were not reported to CQC promptly. The provider later submitted them and introduced new systems, but this shows an important weakness in oversight.

“This had resulted in 2 notifications of alleged abuse not being reported to CQC in a timely manner.” from the report

Some management posts were vacant and quality monitoring was limited to manager-level audits. Records and guidance for staff were not always up to date.

“The provider did not have a fully supported management structure as these posts were currently vacant.” from the report

The manager was reviewing care plans, risk assessments and medicines records. Some DoLS authorisations had expired while the home waited for reassessment.

“Some DoLS authorisations had expired and they were awaiting reassessment by the local authority.” from the report