Willow Bay

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

We did not look at all quality statements for Safe at this assessment. The service was safe. This rating uses some scores from the previous inspection. The service followed robust recruitment procedures and enough staff were employed. People received safe care and treatment from staff who understood their healthcare needs. Staff knew how to safely support people around their individual risks.

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.

We did not look at Learning culture during this assessment. The score for this quality statement is based on the previous rating for Safe.

We did not look at Safe systems, pathways and transitions during this assessment. The score for this quality statement is based on the previous rating for Safe.

People and their relatives told us the home was safe. One person said, “staff help me to feel safe when I am feeling down and emotional.” A family member said, “It is safe, I judge this on [relative] being happy to leave the family home and go back to Willow Bay. If [relative] was not happy they would not go back.”

The registered manager had a good understanding of safeguarding and their responsibility to report notifiable incidents. The registered manager said, “Everything we do is about safeguarding, all our policies and training is to safeguard. Although we have not had notifiable incidents, I am aware of what needs to be reported.” A staff member said, “At Willow Bay we are encouraged to share any concerns with our management team. We can use on call out of ours which is made up of our own management team. I feel I have the training I need to do my job effectively.”

The registered manager listed reasons to submit notifiable incidents to the care quality commission and explained the processes for internal investigations. The registered manager said, “We would report concerns and a manager from another service would complete investigation for transparency.”

We observed positive risk taking. For example, a service user was encouraged to be involved in cooking and was receiving ‘hand over hand’ support to prepare pasta. Another person was making themselves and others hot drinks. One person told us how they were involved in managing their money.

Staff told us they assess risk as they carry out duties. One staff member said, “A written risk assessment can’t always cover the unexpected things, so I always assess everything in the moment.”

The registered manager was in the process of reviewing people’s needs and creating new risk assessments that are directly linked to care plans. The registered manager explained how staff use a range of resources to involve people in understanding risk, this included video clips, objects of reference and pictures.

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

One person said, "The best thing about living here is the staff, happy cheerful, giggling communication." A family member said, “Staff are good, they help [relative] to be calm and work through emotions. I am pleased with the staff; they communicate with me and keep me informed.” Another said, “They go out for walks most days, they go trips, use the buses and the trains, I have no complaint about the staff.”

One staff member said, “I always follow good practice, I follow care plans and goal planners. I treat people with respect and as individuals using information on file about their needs.” Another said, “Being one to one with a service user gives staff time to make sure their needs are met to a high standard. For this reason, I would recommend Willow Bay for people looking for care.” Staff told us they can access training and feel that have the skills to meet people's needs.

Staff training was reviewed to ensure staff had the knowledge and skills to meet people's needs. Staff were up to date with training and refreshing courses booked. Staff were recruited following a robust recruitment process and a Disclosure and Barring Service (DBS) check. DBS provide information including details about convictions and a Disclosure and Barring Service (DBS) check. DBS provide information including details about convictions and cautions ha Disclosure and Barring Service (DBS) check. DBS provide information including details about convictions and cautions held on the Police National Computer. The information helps employers make safer recruitment decisions.

We did not look at Infection prevention and control during this assessment. The score for this quality statement is based on the previous rating for Safe.