Westholme Care Home Limited

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 75 (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.

There was an appropriate policy to support person centred care and care plans reflected this. Care plans were thorough and holistic and were reviewed regularly. Staff wrote daily notes about people and their interactions respectfully. Some people told us they were not aware of their care plan, but relatives said they had been involved in planning and reviewing their relative’s care. Relatives said they were informed of any changes; 1 relative said, “They keep me in the loop with everything, they will phone straight away.”

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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

The provider adapted information where possible and used pictures and visual aids to support people. Care plans took account of people’s communication needs and staff had good knowledge about how to interact with people.

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.

There was a complaints policy, and the registered manager was committed to resolving any concerns people had quickly and effectively. People and relatives could provide feedback about the service via surveys; however, the people we spoke to were not aware of any resident or relative’s meetings. Staff attended meetings where they could share concerns and ideas for improvement.

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

Although the building was accessible, there were areas that had uneven flooring for which hazard tape had been applied to highlight this to people and visitors. There were 3 floors and a lift was in use for people that had mobility issues. Relatives could visit whenever they liked and were made to feel welcome. People had equipment and adaptations such as hoists and walking aids to support their mobility.

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.

Staff completed training regarding the Equality Act and human rights legislation. The leadership team understood potential discrimination people they supported may face, and worked to advocate on their behalf, for example when accessing external health services. People told us they did not have any concerns about how staff treated them.

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.

Staff considered people’s needs and wishes about their end-of-life care, and this was recorded in people’s records. Staff completed training about end-of-life care and further training could be organised about specific needs and issues. We saw appropriate information had been completed in ‘do not resuscitate’ forms and these were accessible to the right people and professionals.