Westfield Residential Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People's preferences, interests and personal histories were reflected in care planning and staff practice, and staff demonstrated knowledge of people's changing needs. Staff offered people choices about meals, supporting people to participate in activities and adapting care to individual preferences. Care plans included detailed information about people's routines, likes, dislikes and how they wished to receive support. A relative told us, “The care is absolutely brilliant; it’s personal. The staff have been there a long time, they know [Name’s] history, their likes and dislikes.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider worked well with families and healthcare professionals to help ensure continuity of care. For example, people visited regularly for respite and day care. The service ensured a flexible service provision for families as their needs changed. Staff maintained positive relationships with GPs, pharmacists, district nurses, paramedics and other healthcare services and sought specialist advice when people's needs changed. Emergency healthcare support was accessed appropriately, and regular medication reviews took place with healthcare professionals.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider made information available to people, relatives and visitors and encouraged open communication. Staff were knowledgeable about people’s communication needs and care plan contained information about how to communicate with people. Noticeboards, suggestion boxes, and resident and relative meetings were available to help keep people informed about the service. Whilst the majority of relatives we spoke with were positive about communication from relatives, some described a lack of responsive communication in some instances. In addition, several relatives reported they had not seen care plans or did not think they had been involved in reviewing them.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider gave people opportunities to express their views and be involved in decisions about their care and daily lives. Staff were observed offering choices about meals, activities and daily routines and encouraging people to make decisions where possible. Resident meetings, surveys and feedback opportunities were in place, and managers described operating an open-door approach for people and relatives. During the inspection, staff took time to discuss meal choices and future preferences with people in a respectful and supportive way. A relative told us, “They (the registered manager) are responsive to suggestions.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People had equal access to the service and support was adapted to meet a range of needs, including dementia, mobility needs, nutritional requirements and end of life care. Care plans contained information about communication needs, mobility support, dietary requirements and preferred ways of receiving care. People had access to healthcare professionals, religious support and specialist services such as chiropody, hairdressing, dental care and vision services. Staff adapted care and support to ensure people could access services appropriate to their needs.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The provider recognised people's individual needs and adapted care and support to help them achieve positive outcomes. Care was tailored to people's dietary, communication, cultural and healthcare needs, and staff worked with healthcare professionals when additional support was required. Care plans included detailed guidance about communication methods, nutritional needs, mobility support, sensory needs and personal preferences. Inspectors observed staff adapting support and encouragement according to people's needs and abilities. A relative told us, “They do look after [Name], take care of their needs.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The provider supported people to plan for future care needs and end-of-life wishes where appropriate. End-of-life preferences and future wishes were documented within care records, including people's preferred place of care and arrangements for family involvement. Care plans recorded people's wishes about remaining at the home, family involvement and preferred support as their health needs changed. Staff demonstrated an understanding of people's changing needs and worked with healthcare professionals to help ensure future care requirements were recognised and planned for. A relative told us, “I’ve got peace of mind [Name]’s being looked after 24/7 because of the care everybody extended to us as soon as [Name] went in (to the home).”