Archived: Westbourne Lodge

There were clear processes in place for what should happen when a person moved to another service, such as a hospital, which ensured that the person's rights were protected and that their needs were met. One health care professional told us 'Staff know what information I require to assess this person and it has been made readily available to me. This makes my job much easier to carry out.'

People told us 'We get our medicine on time and when we need it' and we found that appropriate arrangements were in place in relation to recording, handling and safely administering medicines to people who used the service.

The home was designed to meet the needs of people who lived there and the provider ensured equipment used to assist people with their daily lives was regularly maintained, safe and fit for purpose.

The provider had an effective quality assurance system in place and people's views and opinions of the service were listened to and acted on where necessary.

Records about people who used the service enabled staff to plan appropriate care, treatment and support. The information needed for this was systematically recorded and kept behind locked doors to keep it safe and confidential.

We found people were being looked after by friendly, supportive staff within a warm and homely environment. The food offered to people was well cooked and they were offered a choice of meals. Care was risk assessed and records were up to date.

People we spoke with said they like living in the home and that their care and support was satisfactory. One person told us, 'Staff are friendly and give us the support and help we need' and another said 'There is a lovely atmosphere in the home, very friendly and welcoming.'

People said that they had good access to outside healthcare professionals and they were satisfied with the level of medical support given to them. People told us they saw the manager most days to talk to and they were confident of using the complaints system if they needed to.