The Care Quality Commission
  • Care Home
  • Care home

Archived: Westwood House

Overall: Requires improvement read more about inspection ratings

35 Tamworth Road, Ashby De La Zouch, Leicestershire, LE65 2PW (01530) 415959

Provided and run by:
System Associates Limited

Important: The provider of this service changed. See new profile

All Inspections

17 & 20 November 2015

During a routine inspection

We carried out our inspection on 17 and 20 November 2015. The inspection was unannounced on both days.

The service provides accommodation for up 16 older people. At the time of our inspection there were 15 people using the service.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

People felt safe at Westwood House. Staff had a good understanding of the provider’s procedure to keep people safe from harm and abuse. Staff told us they would report any concerns firstly to the registered manager and deputy manager. The managers referred concerns to relevant authorities. Staff also knew the external agencies they could contact if they were concerned about people’s safety, for example the local authority adult safeguarding team and Care Quality Commission.

People could not be assured that they would receive their medicines as prescribed by their doctor. The administration of medicines was not sufficiently safe and errors had occurred although we could not identify that anyone had suffered harm as a result. The registered manager told us they had plans in place to commence the improvements required to manage people’s medicines correctly.

The provider did not always support people in accordance with the Mental Capacity Act 2015. We found that the provider did not always complete mental capacity assessments where required. They also could not evidence that where they made decisions on behalf of people that they did so in people’s best interest.

People were supported with their nutritional and health needs. They had access to a variety of healthy meals that they told us they enjoyed. They also had prompt access to healthcare services when they needed them.

People told us they liked the quality of care they received from staff. They told us staff supported them to meet their individual needs. We observed that staff supported people in a caring manner, and promoted people’s dignity and privacy.

People using the service, their relatives and staff told us the managers were accessible and supported them when needed.

The provider had quality assurance systems to monitor the quality of the service. The system had failed to identify the concerns we found with the management and recording of people's medicines or in supporting people's human right under the Mental Capacity Act. 

24 September 2013

During an inspection looking at part of the service

As part of this follow up to the review of compliance carried out on 2 July 2013, we looked at the records belonging to two people who were using the service. This was to see whether the required improvements had been made to ensure that these records were being completed in a consistent way and that they were up to date and accurate. We also looked at medication records and records kept of any concerns raised.

The care plans we looked at contained the actions the care workers needed to carry out to meet the persons care and support needs and these had been reviewed on a monthly basis. Risk assessments had also been completed and reviewed appropriately.

Medication records had been appropriately completed and these corresponded with the medication held at the service. Monthly audits had taken place to ensure that staff were working in line with the medication policy and protocols had been introduced, to be used for people who were prescribed medication, as and when required.

During our visit we were able to speak with two service users and a relative, this enabled us to gather their thoughts of the service being provided. People told us that they were very happy at Westwood House. One person explained: 'It is great; the best thing I ever did was to come here.' A relative told us: 'They [the staff] have been absolutely brilliant, nothing is too much trouble and they are always so welcoming.'

2 July 2013

During an inspection looking at part of the service

As part of this follow up to the review of compliance carried out on 8 May 2013, we looked at the records belonging to three people who were using the service. This was to see whether improvements had been made with regard to the appropriate completion of records and the appropriate handling of medicines.

We checked the care plans and found them to be more comprehensive than at our previous visit and the majority of the required risk assessments had been completed.

We looked at the recording and storing of medicines and although we found some minor inconsistencies with regard to the records being held, much work had been completed to improve the administration and storage of medication.

Records checked did not always reflect the care that was being provided by the staff working at the service.

We spoke with five people who were using the service and they all told us how happy they were living there. One person told us: 'Everything is excellent.' Another explained: 'It's nice here and the staff are lovely.'

We observed the staff supporting the people who use the service throughout our visit. They carried out their duties in a friendly and caring manner and provided reassurance to those who needed it, in a dignified and professional way.

8 May 2013

During a routine inspection

During our visit we spoke with seven people who were using the service. They told us that overall they were happy with the service that they were provided with. One person told us: 'It is a lovely place and the girls work very hard.' Another explained: 'I like everything about the place.'

We were also able to speak with two visitors and four members of the staff team. This enabled us to gain their views of the overall service provided. One relative explained: 'Since she has been here the change has been amazing, they know her needs and what she likes and doesn't like, they are lovely.'

We looked at some care plans and found that although they contained the actions the care workers needed to take to meet the person's individual needs, some had incorrect information included in them and not all of them had the relevant risk assessments relating to their health and welfare included.

We checked the medication for some of the people we spoke with and found that there were some inconsistencies within the medication records and for one person, their medication had run out of stock.

People told us that they knew what to do if they had a complaint to make. One person explained: 'I would talk to xxxx [the acting manager] she very understanding and she listens to you.'

We were told that the staff were supportive, we observed them carrying out their duties in a kind and patient manner and they interacted well with people throughout our visit.

12 December 2012

During a routine inspection

During our visit we were able to speak with seven people who were using the service. All told us that they were satisfied with the care and support they were receiving. One person told us: 'It's lovely here; I've had my eyes tested twice! The staff are lovely and they work so hard.' Another explained: 'The staff are very friendly, you can talk to them, and they listen to you.'

We were also able to talk with three visitors and four members of staff. One visitor told us, 'She's come on lovely since she's been here, the staff are great and they have a laugh and a joke.'

The new manager was in the process of updating people's care plans. It was evident that these were more person centred than they had been previously and they included the actions the staff needed to take to meet each persons individual needs.

We were told that the staff were supportive and we observed them carrying out their duties in a kind and patient manner. During lunch time, staff were seen assisting people in a dignified manner and at a pace that suited them.

Everyone spoken with told us that they were happy living at Westwood House and that they felt safe living there. One person told us: 'I do feel safe, they come and check that I'm alright and they check on you during the night as well.' Another person explained: 'I don't worry about her when I'm not here.'

12 October 2011

During a routine inspection

People living at Westwood House told us that they were happy with the care and support they were receiving, one person told us, 'the staff are very good' whilst another person explained, 'you can't fault it'.

People told us that they felt safe living at Westwood House and would talk to staff if they were worried about anything. One person explained, 'I would tell one of the girls'. A relative told us, 'she is definitely safe, she wouldn't be here if I thought that she wasn't'.

People told us that the food was good. One person explained, 'It's lovely, I've put weight on since I've been here'.

Relatives on the whole told us that they were satisfied with the care and support their relatives received. One person told us, 'She is well taken care of', whilst a second person explained 'sometimes she looks a little uncared for, especially when she spills food down her' and third relative told us, 'It is excellent, we couldn't wish for better'.