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Willow House

2200 Fletcher Ave Armstrong BC V0E 1B1 · Residential Care - Licensing

Official record from Interior Health →

Inspection summary

Willow House has been inspected 6 times by Interior Health Authority since November 5, 2021. The most recent inspection, on August 27, 2026, recorded 4 infractions.

None of the 6 inspections on record were free of infractions. In the past 12 months there were 2 inspections with 11 infractions recorded. All recorded findings relate to upkeep, equipment or paperwork rather than direct health risks.

Recent inspections have recorded more infractions than earlier ones, so it is worth reading the latest reports closely.

What these findings mean

Health authorities word their findings differently, so we group them by what they mean for the people in care. Higher-risk findings are the ones that could directly make someone sick, and they matter more here because young children, older adults and people who are unwell are more vulnerable to infection.

  • Permits, records and postingLower risk

    Operating permits, required signage, written procedures and logs. These findings are administrative: the documentation was missing or out of date at the time of inspection.

    Recorded 8 times across 5 separate inspections, most recently on August 27, 2026. For example: 3 - Do care plans include the required elements and are they developed with the participation of the person in care, parent or representative?

  • Equipment and utensilsLower risk

    Equipment has to be made of cleanable materials, kept in good repair and stored properly. These findings are mostly about upkeep, like a cracked surface or worn part. They are generally lower risk but show how well the place is maintained.

    Recorded 4 times across 4 separate inspections, most recently on August 27, 2026. For example: 1 - Are the physical facility, equipment and furnishings maintained, sanitary, accessible and appropriate for persons in care?

  • Other findingsLower risk

    Findings that do not fit the categories above, such as follow-ups that confirm an earlier violation was corrected, or requirements specific to this type of facility.

    Recorded 7 times across 5 separate inspections, most recently on August 27, 2026. For example: 1 - Does the facility provide food services which meet nutritional needs and preferences for persons in care?

About this data

These results come from Interior Health Authority, which inspects food premises and other public facilities in this area. We republish the authority's public disclosure data and refresh it regularly; the official record is the final word.

6 inspections

  1. Routine Inspection

    4 infractions

    • R5.1 - Does the facility provide food services which meet nutritional needs and preferences for persons in care?
      • Observation(s): Upon review of the facility menu, observation that some meals do not offer 3 food groups. When the posted menu does not list meals as per the minimum standard stated in legislation there may be risk to the health and/or dignity of the persons in care. Submit a compliance plan by September 16, 2026, to ensure that all meals contain at least 3 food groups as described in Canada’s Food Guide; 62(2)(a). Upon review of the facility menu, observation that some snacks do not offer 2 food groups. When the posted menu does not list snacks as per the minimum standard stated in legislation there may be risk to the health and/or dignity of the persons in care. Submit a compliance plan by September 16, 2026, to ensure that all snacks contain at least 2 food groups as described in Canada’s Food Guide; 62(2)(b).
      • R5.1C - Provide for each day, a nutritious morning, noon and evening meal, with each meal containing at least 3 food groups described in Canada's Food Guide; 62( 2 )(a)
      • R5.1D - Provide for each day, at least 2 nutritious snacks with at least 2 food groups described in Canada's Food Guide; 62( 2 )(b)
    • R7.1 - Are the physical facility, equipment and furnishings maintained, sanitary, accessible and appropriate for persons in care?
      • Observation(s): Observation of extensive damage and wear to floor in common areas and in person in care rooms. Floor taped down in hallway. Damage to ceiling in persons in care room. When floors are not maintained in a good state of repair, there is increased risk of slips and falls for persons in care. Lack of maintenance can have negative impacts on the emotional health and dignity of persons in care. Submit a compliance plan by September 16, 2026, to ensure that all rooms and common areas are maintained in a good state of repair; 22(1)(b). Water temperature measures 56 Celsius and 53 Celsius at taps in two rooms belonging to persons in care. Staff adjustment of hot water tank during inspection. After adjustment, water temperature measures at or below 49 Celsius. When water temperature is above 49 Celsius there is increased risk of scalds for persons in care. Submit a compliance plan by September 16, 2026 to ensure that all water accessible to persons in care does not exceed 49 Celsius; 17.
      • R7.1C - Ensure water accessible to a person in care does not exceed 49 degrees Celsius; 17
      • R7.1I - Maintain all rooms and common areas in a good state of repair; 22( 1 )(b)
    • R9.1 - Are medications stored, handled, and administered appropriately?
      • Observation(s): Observation of handwritten notes on medication record for persons in care. When medication administration records are not recorded by a pharmacist, there is increased risk of medication errors and detrimental health effects for persons in care. Submit a compliance plan by September 16, 2026, indicating how the licensee will ensure a system is in place to ensure that a pharmacist records all medications on the person in care's medication administration record.
      • R9.1C - Ensure a pharmacist packages all medications and records all medications on the person in care's medication administration record; 69( 1 )(a)(b)
    • R10.3 - Do care plans include the required elements and are they developed with the participation of the person in care, parent or representative?
      • Observation(s): A review of the Wellness Check binder indicates some missed monitoring of restraints at the 30 minutes frequency as documented in care plan. *This is a repeated contravention. Lack of restraint monitoring and documentation has potential to physically and emotionally harm persons in care. Submit a compliance plan by September 16, 2026, to ensure that all care and supervision of persons in care is consistent with the terms and conditions of their care plans.
      • R10.3M - Ensure that the care and supervision of a person in care is consistent with the terms and conditions of the person's care plan; 82
  2. Routine Inspection

    7 infractions

    • R4.5 - Are incidents and notifications reported and records retained as required?
      • Observation(s): The system to ensure that all reportable incidents are submitted to Licensing is ineffective. During a review of records, an incident that meets the definition of reportable incident as per Schedule D of the Residential Care Regulation, was not submitted to Licensing. Failure to report incidents as required may result in delayed oversight and monitoring by Licensing, which could place persons in care at risk if concerns are not addressed in a timely manner. Submit by March 13, 2026, the plan that will be implemented to come into compliance with Section 77(2)(c) of the Residential Care Regulation. The plan must also include the system for ongoing monitoring to ensure sustained compliance with the legislative requirements.
      • R4.5G - Immediately notify licensing in the form and manner required, if a person in care is involved in a reportable incident; 77( 2 )(c)
    • R10.4 - Are restraint and fall prevention plans appropriate?
      • Observation(s): The system to ensure that restraint agreements are reassessed is ineffective. A review of a restraint agreement identifying the use of a restraint which was not reassessed as per the time period specified. Failure to reassess restraint agreements as specified may compromise the health, safety and dignity of persons in care. Submit by March 13, 2026, the plan that will be implemented to come into compliance with Section 75(3)(a)(i)(ii) of the Residential Care Regulation. The plan must also include the system for ongoing monitoring to ensure sustained compliance with the legislative requirements.
      • R10.4N - Ensure if the use of a restraint continues either continuously or intermittently, for more than 24 hours, the need for the restraint is reassessed on the earlier of the time specified in the care plan, and the time specified by the persons who agreed, and, as part of the reassessment, consult, as reasonably practical, with the persons who agreed to the restraint use; 75( 3 )(a)(i)(ii)(b) (Show More)
    • R4.6 - Are facility records current and complete?
      • Observation(s): The system to ensure that food service monitoring is documented is ineffective. A licensee must keep a record of the following matters respecting food service: the results of monitoring, by the licensee, of food services and nutrition care. The Licensee acknowledged that the facility has not completed a food survey or documented client food satisfaction surveys. Failure to completed and document food services monitoring may compromise the nutritional values and overall satisfaction of meals by persons in care. Submit by March 13, 2026, the plan that will be implemented to come into compliance with Section 87(c) of the Residential Care Regulation. The plan must also include the system for ongoing monitoring to ensure sustained compliance with the legislative requirements.
      • R4.6D - Retain the results of monitoring of food services and nutrition care; 87(c)
    • R5.1 - Does the facility provide food services which meet nutritional needs and preferences for persons in care?
      • Observation(s): The system to ensure that food substitutions are from the same food group and have a similar nutritional value is ineffective. It was observed that the food substitution list had items that were not from the same food group, for example pork tenderloin was substituted by spaghetti. Not meeting the nutritional requirements can potentially impacts nutritional health outcomes of persons in care. Submit by March 13, 2026, the plan that will be implemented to come into compliance with Section 62(2)(d) of the Residential Care Regulation. The plan must also include the system for ongoing monitoring to ensure sustained compliance with the legislative requirements.
      • R5.1I - Provide substitutions from the same food group and have a similar nutritional value; 62( 2 )(d)
    • R7.1 - Are the physical facility, equipment and furnishings maintained, sanitary, accessible and appropriate for persons in care?
      • Observation(s): The system to ensure that all rooms and common areas are maintained in a safe and clean condition is ineffective. During the inspection of the physical facility, it was observed that two outdoor sheds were unlocked. One shed containing clutter and an old mattress, the other contained gardening equipment. Access to both sheds poses a potential safety risk to persons in care. Submit by March 13, 2026, the plan that will be implemented to come into compliance with Section 22(1)(c) of the Residential Care Regulation. The plan must also include the system for ongoing monitoring to ensure sustained compliance with the legislative requirements. The system to ensure that the facility laundry room not used by persons in care, cannot be accessed is ineffective. During the inspection of the physical facility, the door to the laundry room was noted to be unlocked and accessible to persons in care. Access to laundry facilities not used by person in care poses several risks to persons in care, especially those who may have cognitive impairments or other vulnerabilities. Submit by March 13, 2026, the plan that will be implemented to come into compliance with Section 35(2)(b) of the Residential Care Regulation. The plan must also include the system for ongoing monitoring to ensure sustained compliance with the legislative requirements.
      • R7.1J - Maintain all rooms and common areas in a safe and clean condition; 22( 1 )(c)
      • R7.1AM - Ensure that laundry facilities if not used by persons in care, cannot be accessed by persons in care; 35( 2 )(b)
    • R9.1 - Are medications stored, handled, and administered appropriately?
      • Observation(s): The system to ensure that the supervising pharmacist inspects and audits the area of the facility where medications are stored is ineffective. The Supervising pharmacist last inspected the site in May 2024. The absence of regular pharmacist inspections could compromise the overall medication management system, potentially reducing the standard of care. Submit by March 13, 2026, the plan that will be implemented to come into compliance with Section 68(2)(b) of the Residential Care Regulation. The plan must also include the system for ongoing monitoring to ensure sustained compliance with the legislative requirements.
      • R9.1B - Appoint a supervising pharmacist to serve on the medication safety and advisory committee and inspect medication storage areas; 68( 2 )(a)(b)
    • R10.3 - Do care plans include the required elements and are they developed with the participation of the person in care, parent or representative?
      • Observation(s): The system to ensure that the care and supervision of a person in care is consistent with the terms and conditions of the person in care's care plan is ineffective. A review of the Wellness check binder containing checks for repositioning, restraint and wellness checks identified sporadically missed checks. Failure to provide care as outlined in the care plan creates a risk that health, safety and personal needs of persons in care may not be consistently met. Submit by March 13, 2026, the plan that will be implemented to come into compliance with Section 82 of the Residential Care Regulation. The plan must also include the system for ongoing monitoring to ensure sustained compliance with the legislative requirements.
      • R10.3M - Ensure that the care and supervision of a person in care is consistent with the terms and conditions of the person's care plan; 82
  3. Routine Inspection

    2 infractions

    • R10.4 - Are restraint and fall prevention plans appropriate?
      • Observation(s): The system to ensure employees are following the care plan for a restraint is ineffective. Restraint monitoring documentation observed during this inspection was noted to have sporadic missed safety checks.
      • R10.4F - Employees administering a restraint must follow any instructions in the care plan of the person in care respecting the use of restraints; 73( 2 )(b)(ii)
    • R5.1 - Does the facility provide food services which meet nutritional needs and preferences for persons in care?
      • Observation(s): The system to ensure that the meal menu provides for each day is ineffective. In reviewing the weekly menu, it was observed that it did not provide for each day of the week. For example, lunches were listed for the entire week with several options to choose from.
      • R5.1A - Develop a weekly menu for persons in care accommodated for 6 weeks or fewer; 62( 1 )(a)
  4. Routine Inspection

    3 infractions

    • R1.1 - Does the Licensee operate in accordance with their license and inform Licensing of any significant changes?
      • Observation(s): The system to self-monitor the facility is ineffective. A review of a facility binder containing checklists for disinfection checks, daily equipment checks and daily duties, all were noted to have missed recordings.
      • R1.1W - Regularly monitor the physical environment and the care and services provided; 61
    • R6.3 - Does the facility demonstrate appropriate outbreak prevention and control measures?
      • Observation(s): The system to ensure fridge and freezer temperatures are recorded is ineffective as several missed recordings were observed. This was also a contravention on the last inspection.
      • R6.3B - Ensure that food is safely prepared, stored, served and handled; 63 ( 1 )
    • R7.1 - Are the physical facility, equipment and furnishings maintained, sanitary, accessible and appropriate for persons in care?
      • Observation(s): It was observed that the outside patio was covered in snow and cluttered with seasonal and other furniture. Please ensure that the patio area is safe and clean and accessible to persons in care all year round. It was observed that the pathway leading from the rear of the building to the front was covered in snow and there is an air conditioning unit situated in the middle of the pathway. Please ensure that the pathway is not obstructed such as to hinder exit in an emergency. It was observed that the outside area did not have a shelter from sun and inclement weather, the facility only uses a seasonal shelter in the summer months. Please ensure that persons in care have the ability to access a shelter from sun and inclement weather all year round.
      • R7.1J - Maintain all rooms and common areas in a safe and clean condition; 22( 1 )(c)
      • R7.1K - Ensure emergency exits are not obstructed or secured in a manner that may hinder exit in an emergency; 22 ( 2 )
      • R7.1AN - Provide outside activity areas that have comfortable seating including a reasonable amount of shelter from sun and inclement weather; 36 ( 1 ) (c)
  5. Routine Inspection

    2 infractions

    • R2.1 - Are written policies and procedures in place to guide employees in all matters relating to the care and supervision of persons in care?
      • Observation(s): It was determined that staff were not following facility policies and procedures regarding temperature check recording. During the inspection it was observed that over half of the monthly refrigerator and freezer checks were missing for January.
      • R2.1S - Ensure policies are implemented by employees; 85( 1 )(d)
    • R7.1 - Are the physical facility, equipment and furnishings maintained, sanitary, accessible and appropriate for persons in care?
      • Observation(s): Licensing Officer observed a set of outside stairs from a deck was observed to be a safety risk as persons in care could access it. During the inspection it was observed that a door between a person in care's bedroom and the medication room had a broken lock allowing the person in care to potentially access to the medication room. During the inspection it was observed that a door was missing on one of the bathrooms in a person in care's bedroom.
      • R7.1J - Maintain all rooms and common areas in a safe and clean condition; 22( 1 )(c)
      • R7.1T - Each bedroom must meet the needs of and provide for the health, safety and dignity of the occupant; 26 ( 1 )
      • R7.1AB - Bathrooms must have a door with a lock that can be opened from the outside in case of an emergency; 30(a)
  6. Routine Inspection

    1 infraction

    • R5.1 - Does the facility provide food services which meet nutritional needs and preferences for persons in care?
      • Observation(s): Licensing was informed the menus were recently revised. In review, it was noted not all snacks contain two food groups.
      • R5.1D - Provide for each day, at least 2 nutritious snacks with at least 2 food groups described in Canada's Food Guide; 62( 2 )(b)

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