Willow View Care Home - PAMMS Assessment Report

Stockton-on-Tees Borough Council (SBC) are utilising the Provider Assessment and Market Management Solutions (PAMMS) in our quality assurance process. PAMMS is an online assessment tool developed in collaboration with Directors of Adult Social Services (ADASS) East and regional Local Authorities. It is designed to assist us assess the quality of care delivered by providers.

The summary table below detail the PAMMS assessments undertaken for the contracted Older Persons (OP) care home throughout April 2024 to March 2025.

Date of inspection

9 to 13 February 2026

Date assessment was published

26 February 2026

Date previous assessment was published

10 March 2025

PAMMS Assessment Summary (Positive Outcomes, Observations and Concerns)

Care plans were developed with comprehensive person‑centred detail, including a fully completed "Who I Am" section that was created with meaningful involvement from individuals and their loved ones. This ensured that personal histories and relevant information were accurately captured. Each person's profile displayed essential information along with an up‑to‑date photograph. Observations confirmed that staff consistently delivered care in a manner that upheld people's privacy and dignity, and discussions with individuals supported this as their usual experience. Bedrooms were personalised to reflect residents' preferences, and people were well presented, demonstrating a respectful and attentive approach to their care. The dementia unit is currently undergoing renovation, and the dementia friendly guide has been completed by the provider and is due to be assessed/signed off in the coming weeks by the Local Authority representative.

Risk assessments and PEEPs (personal emergency evacuation pans) were in place and reflected individuals' needs, with associated detail captured in care plans; though, some repositioning and welfare checks were not consistently completed at the required intervals. Monthly reviews of assessments and care plans were generally completed, though on some occasions outdated or misplaced information remained within plans, prompting a reminder to ensure review processes are more robust. Daily notes were supplemented with person‑centred detail. Meal choices were varied, but promotion of the alternative menu required strengthening, and it was suggested that information on food and drink availability at any time be added to the welcome pack. Residents were observed to be offered appropriate choice regarding meals and drinks, supported by the availability of snacks, hydration stations, and the tea trolley. The home received a 5 star rating following a food hygiene assessment in August 2025.

Staff demonstrated a positive and professional approach, and people reported feeling safe and well supported during their time at the home. Staff were confident in recognising different types of abuse, understood reporting mechanisms, and had completed safeguarding and whistleblowing training. Medicines were generally stored and administered safely, with secure trolleys, appropriate temperature monitoring, and correct disposal processes in place. There were some areas of risk management which required improvement and were addressed promptly at the time of inspection. Equipment was in good condition with up‑to‑date servicing, though documentation required better organisation. Policies relating to medicines, including controlled drugs, covert administration and homely remedies, were current, and staff competencies and regular audits were in place. Safeguarding information was clearly displayed throughout the home, supporting awareness among residents, visitors, and staff, with a detailed information board displayed in reception.

A review of staff files showed that key documents, such as induction booklets and Disclosure and Barring Service (DBS) checks, were generally in place, and staff had access to policies and procedures, though several inconsistencies were identified. While DBS checks had been completed, some staff started before clearance was fully confirmed and with no evidence of supporting risk assessments available. Supervision and appraisal records also showed delays, and there was no formal system to track probation or induction requirements. Overall, while the foundations of good practice are evident, improvements are required to strengthen the record keeping process.

Those spoken with reported positive relationships with staff and management, expressing confidence in raising concerns and feeling assured these would be handled appropriately. Staff described a supportive workplace culture and demonstrated awareness of key policies, including bullying and harassment, complaints, safeguarding and whistleblowing. Systems to record and monitor complaints, safeguarding concerns and CQC notifications were in place, and associated documentation was generally well maintained. Meetings with residents, families and staff were held regularly, with evidence that feedback was sought and acted upon. While some audits were not always completed at the required frequency and follow‑up actions were not consistently recorded, the introduction of the new electronic system has strengthened oversight.

Plans and Actions to Address Concerns and Improve Quality and Compliance

Level 1 - No Concerns or Minor Concerns.

Level of Quality Assurance and Contract Compliance Monitoring

Level 1 - No concerns, minor concerns - standard monitoring

Level of Engagement with the Authority

Willow View continue to work closely with the authority including social care teams, Transformation Managers and the Quality Assurance and Compliance Team. Staff are engaging and responsive to queries.

Engagement and Support from Transformation Managers

Engagement with the Transformation Team initiatives has been limited over the past year as the home's manager has been focused on addressing other urgent priorities. Despite this, the manager has remained responsive to communication.

Going forward, we anticipate and will encourage more proactive engagement with the Transformation Team to support ongoing quality improvement. The relationship remains positive, and there is a clear willingness from the provider to work collaboratively as capacity allows.

Current Care Quality Commission (CQC) Assessment - Date of Report Publication and Overall Rating

Date of inspection

25 November 2024

Overall rating

Good