Note13 Oct 2023
End-of-life care wishes were documented and people's relatives were involved where capacity was lacking.
Note13 Oct 2023
The provider worked in partnership with relatives, representatives and health and social care professionals.
Note13 Oct 2023
People were supported to access specialist health and social care support in the community.
Note13 Oct 2023
At Helena Services, The Stables and Kings Ripton Services, staff and management learnt from complaints, incidents and audits.
Note13 Oct 2023
Safeguarding incidents were investigated and reported to the local authority and CQC when appropriate.
Note13 Oct 2023
People's care plans were detailed and included information about individual risks, needs and preferences.
Note13 Oct 2023
Staff communicated with people in ways that met their individual communication needs.
Note13 Oct 2023
Staff were recruited safely with appropriate pre-employment checks carried out before staff started working.
minorrecord_keeping13 Oct 2023
Medicines stock levels and records were not consistently checked by management. We were told medicines audits were not available for Willoughby Services.
moderateincident_learning13 Oct 2023
Audits of quality and safety were not always completed as they should have been, which meant that lessons were not always learnt, and improvements made in a timely way.
moderateperson_centred_care13 Oct 2023
The level of person-centred care that people received was not consistent across all of the supported living settings.
moderatecomplaints_handling13 Oct 2023
We reviewed 3 complaints that had been received by Willoughby services. Only one of the 3 had been investigated and responded to in line with the provider's policy.
moderateleadership13 Oct 2023
There had been numerous changes in the management of the service in the previous 12 months...at service manager level, manager level and regional manager level.
criticalgovernance13 Oct 2023
The provider had failed to assess, monitor and improve the quality and safety of the service. This was breach of regulation 17 (2) of the Health and Social Care Act 2008.
moderateinfection_control13 Oct 2023
Some areas of Willoughby Services were not clean, including a mouldy shower curtain, unclean bedding and a damp smelling bathroom with stained flooring.
criticalstaff_training13 Oct 2023
Not all staff had completed the training necessary to meet people's needs...positive behaviour support, epilepsy awareness, specialist epilepsy medication, dysphagia and autism training.