Willows Care Home

People and relatives generally said their loved ones were safe. Staff understood how to report abuse and felt management would respond.

“Overall feedback from people and relatives told us they felt their loved ones were safe living at the Willows.” from the report

Medication administration records were accurate and complete, and medicines were stored safely. The home still needed to manage surplus stock more effectively.

“Records of the administration of people's medicines were accurate and complete.” from the report

Inspectors saw staff treating people sensitively and respecting their privacy and dignity.

“We observed staff knocking on doors and asking for permission prior to providing care.” from the report

People were supported to access healthcare when needed, with appointments and actions recorded in care plans.

“People were supported to access appropriate healthcare services when required.” from the report

Communal areas were sometimes left without enough staff. This included people at high risk of falls and left them at risk of injury.

“During the inspection people who were identified as high risk of falls were left unsupported by staff in communal areas.” from the report

Some areas were dirty, poorly maintained and difficult to clean. Inspectors found poor repairs, dirty kitchen items, unpleasant smells and flies.

“Systems were either not in place or effective enough to demonstrate that risks associated with infection control and the environment were safely managed and effectively actioned.” from the report

People had limited stimulation and some were bored or disengaged, including people who stayed in bed or their rooms. This was a continuing problem from the previous inspection.

“One person told us, "I stay in bed, I am bored. All I can do is watch TV and read.” from the report

Inspectors found concerns about dirty fingernails, toenails and other hygiene needs. People were not consistently involved in planning their care.

“We also raised concerns in relation to some people's hygiene needs which were not being met by staff.” from the report

Audits were irregular and actions were not always completed. The provider could not give assurance about some practical staff training, including manual handling and wound care.

“The provider had failed to address and make Improvements required since the last inspection.” from the report

A complaints process was available, but relatives said problems were not always dealt with quickly after they complained.

“However, we received feedback from relatives that following raising complaints that issues were not promptly resolved, we shared this feedback with the manager.” from the report