London Care (Willow House) achieved an overall Good rating across all five key questions at its March 2023 inspection, representing an improvement from its previous Requires Improvement rating in 2018. The service demonstrated safe, person-centred care with effective governance, well-trained staff, and strong partnership working with health and social care agencies.
Strengths
· People felt safe and staff demonstrated good knowledge of safeguarding procedures and how to report concerns
· Medicine administration records were completed appropriately, regularly audited, and had no gaps
· Comprehensive, personalised care plans included life stories, cultural and religious needs, and were regularly reviewed
· Staff received wide-ranging training with competency assessments including observational checks across multiple domains
· Regular supervision, appraisal and themed sessions supported staff development and accountability
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices, delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: End of life care and supportGood
responsive: Improving care quality in response to complaints or concernsGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood