Care home previously placed into 'special measures' is now stamped 'good'

A care home previously placed into special measures has made improvements under a new manager and is now rated 'good' by the social care regulator.

The Care Quality Commission (CQC) has rated the Willow View Care Home good across the board, less than a year after finding it needed to make improvements, having been placed into special measures in 2023. Its latest report, out this month, says: "At the last inspection in January 2024, we rated this service requires improvement and found two continued breaches of regulation.

"At this assessment we found the service had driven improvement across all areas and all breaches of regulation were now met. A new manager joined the service in July 2024 and reached out to partner agencies for support to help drive improvements and build relationships."

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The home on Norton Road, Norton, run by Willow View Care Ltd, was now rated good for being safe, effective, caring, responsive and well-led. It provides accommodation for up to 77 older people who need nursing or personal care including those with dementia, physical disabilities and sensory impairment, with 38 people living there during the CQC's assessment in October.

The commission outlined its findings in the inspection: "The environment was clean and well maintained with an ongoing plan of refurbishment well underway. We saw medicines were now administered safely and care plans and risk assessments for people included all their current needs and recorded how people wished to be supported.

"Staff recruitment was safe and staff levels were provided at safe levels. The staff team were motivated, and they told us with pride about improvements, their training and how the service was now well-led."

Previously rated inadequate for safety, the inspectors now found people were "safe and protected from avoidable harm" by a consistent and well trained and well supported team who treated people with kindness, respect and dignity, seeking their views and understanding their needs.

'Happy, well dressed and cared for'

The CQC said: "We observed people appeared happy, well dressed and cared for. People were supported with their health and care needs and the manager was committed to ensuring people received appropriate care and supported when they needed it.

"The service had built strong relationships with health and social care professionals, who were complimentary of their approach. The management team had created a robust governance system, which rapidly identified the smallest of issue, we now needed the improvements to be fully embedded and sustained."

They spoke to seven people using the service and three relatives and found they were happy at the home: "People appeared happy and engaged with the staff supporting them. We observed staff giving people choices and enjoying activities.

"Relatives we spoke with all commented on the significant improvement at the service in recent months." One relative said the new manager was very approachable, held family meetings, listened and was open to suggestions about change.

'Part of a big family'

Residents said:

• "I’ve been here quite a long time and it’s a lovely feeling being part of a big family";

• "They are very keen to help you to do things for yourself. It’s a different way of life but I’m quite happy";

• "The staff are on the ball. We keep each other company and that's more important than anything."

Relatives said:

• "Everything has run smoothly and I know if anything goes wrong they will ring me";

• "My relation is a fussy eater but she gets what she wants. I have been involved in her care plan and I have been to resident and family meetings";

• "The girls are lovely and I know he is getting well looked after."

A visiting healthcare professional said the manager "built up an excellent rapport" with the district nursing team and staff at all levels were all "very friendly, helpful and appear very caring " to residents and their families. A district nurse said management appeared to have improved and created a positive culture recently.

Previously, when the care home was placed into special measures, inspectors found dirty conditions such as faeces in patients' bedding and staff who 'didn't have time to get patients out of bed or change incontinence pads.' The report deemed the home 'inadequate'.

The inspection was prompted due to concerns received about medicines, staffing and the systems used to monitor quality and safety. An initial probe also found concerns for capacity, consent and person-centred care, and the scope was widened to a full inspection.

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