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Inspection Summary

Overall summary & rating


Updated 15 February 2020

About the service

Westlands is a residential care home, providing personal care and accommodation for up to 41 older people, including people living with dementia. The home was divided into three separate floors or units which were being used as residential accommodation. There were 41 people living at Westlands when we inspected the service.

People’s experience of using this service and what we found

People’s relatives and staff gave us mixed feedback about whether there were enough staff available to always respond to people’s needs. However, we found staffing levels were determined by people’s support requirements and were being regularly reviewed by the provider. During our inspection visit we found there were sufficient staff to respond to people’s preferences and wishes.

People felt safe at Westlands. Staff were provided with guidance about how to keep people safe. Environmental risks were identified and mitigated against. Staff understood their responsibilities to protect people from the risk of abuse. The manager checked staff’s suitability for their role before they started working at the home. Medicines were stored, administered and managed safely following a full review of all medicine procedures at the home.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. People were cared for and supported by staff who had the skills and training to meet their needs. People were supported to eat and drink enough to maintain a balanced diet that met their individual dietary needs and preferences. People were referred to healthcare services when their health needs changed.

People received kind, responsive person-centred care from staff. Staff respected people’s privacy. Overall, people and their relatives were involved in planning their care and support. The staff team worked to promote people’s dignity and prevent people from becoming socially isolated within the home.

The provider employed lifestyle coaches, who were dedicated to supporting people to make the most of each day through physical and social activity. Group and one-to-one activity sessions were effective and the positive impact on people’s moods was visible. People knew how to raise concerns and provide feedback about the service. The provider ensured people received care at the end of their life, which met their wishes.

The service was led by an experienced registered manager who had been at the home since our previous inspection. The registered manager was supported by a care manager, daily duty manager, and care co-ordinators. The management team worked together to identify areas for improvement at the home.

The provider had implemented technological systems that ensured staff and management had access to the most up-to-date information about the support people received, at the press of a button which enabled relatives to be fully informed and involved in their relations’ care. People benefited from the technology because staff had more time to care for them. The provider listened and acted on people’s views to improve the service.

Rating at last inspection

The last comprehensive inspection report for Westlands (published August 2017) we gave a rating of good overall with a rating of outstanding in well led. At this inspection we found the service had maintained their overall good rating.

For more details, please see the full report which is on the CQC website at

Why we inspected

This was a planned inspection based on the rating at the last inspection.

Follow up

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

Inspection areas



Updated 15 February 2020

The service was safe.

Details are in our Safe findings below.



Updated 15 February 2020

The service was effective.

Details are in our effective findings below.



Updated 15 February 2020

The service was caring.

Details are in our caring findings below.



Updated 15 February 2020

The service was responsive.

Details are in our responsive findings below.



Updated 15 February 2020

The service was well-led.

Details are in our well-led findings below.