Westfield House

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.

Staff were very thoughtful about how and when they interacted with people. They were very knowledgeable about people's needs and wishes and were able to understand what people were communicating including when they could not verbally communicate or had limited verbal communication.

People received person-centred care and support that was developed around their individual preferences. One relative told us,“When we go in one of the care staff will come up to us and have a chat and so we always feel up-to-date informed and involved.”

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.

Staff received training relevant to the needs of people they supported. There was evidence people were supported to attend health and social care appointments. Staff communicated and coordinated with other professionals to ensure continuity of care across different services.

Information about other agencies involved in each person’s care was documented in their care records, supporting effective multi-agency working. One external stakeholder told us, “Any recommendations we have made have been taken on board. The positive behavioural support team made some recommendations which were responded to.”

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

The provider had suitable policies in place to ensure information about the service was readily available to people and their families. They were also able to adapt information to various formats, to help promote people’s understanding, where this was needed. One person told us they struggled to read the information in the newsletter given to people to update them about the home.The registered manager acted on this promptly and provided the newsletter in large print.

Care plans recorded information about people’s communication needs, whether they had hearing or visual impairments and needs associated with conditions such as dementia.

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 registered manager offered regular residents and carers meetings which enabled information to be presented verbally and face-to-face.One relative told us, “We did go to one of the relative’s meetings which was held in the day, and they were just updating us on their situation regarding carers and staffing and such things. Yes, it was quite a useful meeting, and we felt able to say how we felt, and I would not be worried about discussing any issues.”

Policies and procedures were in place to manage and respond to complaints effectively. People and relatives felt able to speak to the registered manager about any issues or concerns and felt confident that matters raised would be addressed. One person told us about an issue they had raised with the registered manager, how it was dealt with promptly and the positive outcome.

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

Managers and staff understood how to access specialist health or social care support people might need. The provider promoted a culture of empowering people to live their life as they chose, whilst ensuring their safety. One relative told us, “I know that the staff had the mental health team there recently to review [relative] and they let us know that they were doing that and the outcome of that.”

Reasonable adjustments had been made to ensure people were enabled to have access to all parts of the service. We saw people had access to adapted bathrooms, with a choice of bathing facilities to meet individual needs. There was lift access for people to get to different areas in the home. We saw staff had access to a variety of equipment which they used to support the needs of people living at the home. This was clearly documented in peoples care plans and staff were aware of how to support people safely.

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.

People’s health and wellbeing was monitored and were referred to health professionals where required. Care reviews were completed regularly to ensure people, and their relatives, had the opportunity to talk about their experience and care was tailored to promote good outcomes. When asked about their care plan 1 person told us, “Staff ask me questions, and they would talk to me about any changes.” This helped to ensure people had positive outcomes and lead healthier lives.

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 service was not supporting anyone at the end of their lives at the time of our assessment. People were supported to think about their future care in a way that suited them. Do Not Attempt Cardio Pulmonary Resuscitation (DNACPR) plans were included in people’s care records to reflect their preferences at such a time when they would be unable to express their wishes.