The Willows Home Care North East

“Date of Assessment: 7 January to 5 February 2025. The Willows Home Care North East provides personal care for older and younger people who have physical health conditions and disabilities. At the time of the inspection 23 people used the service. Staff knew how to provide safe care. Staff understood people's needs and how to manage any presenting risks. The registered manager ensured the assessments were completed in a timely manner and were accurate. The care records clearly detailed people’s needs and were written in a person-centred manner. Staff managed medicines well. The registered manager promoted a learning culture. Staff had access to an extensive range of training, which included mandatory training such as using the Mental Capacity Act 2005 and associated code of practice guidance, and condition specific training. As part of the staff induction programme, they worked in the provider’s care home prior to moving to homecare so they could receive hands on learning about expected best practice as well as preparing and cooking nutritious meals. Staff found the training really supported them to provide the best care possible for the people who used the service. The registered manager ensured the quality assurance system they had in place was effective. They ensured the service put people first. They encouraged people to share their views and always looked to see what improvements could be made. We found recruitment practices were meeting requirements. There were enough staff with the right skills, qualifications and experience to meet people’s needs. The provider had a sponsorship scheme in place and ensured overseas workers were fully supported during their transition to the UK, including helping staff to understand the local cultural differences. Staff consistently reported the registered manager was approachable and really encouraged them to go the extra mile.”