Westfield House

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy, and compassion, and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. A relative told us, “I can’t visit him (person), because he thinks I am taking him home, but the service calls on FaceTime, so I can see what is going on. Care plans were person-centred and included the holistic needs of people, focusing on their strengths and areas for development. People’s milestones were celebrated, and we saw that staff spoke with people politely and always maintained their dignity. A staff member told us, “We are always conscious that we support 12 individuals with their own personality, preferences, and aspirations.”

The provider treated people as individuals and made sure people’s care, support, and treatment met their needs and preferences. They considered people’s strengths, abilities, aspirations, culture, and unique backgrounds and protected characteristics. We saw that care plans considered and supported people’s independence and were completed in a manner that put people in control of the care service they received. Staff always asked people for consent and were encouraged by staff to make decisions. We saw staff supporting a person to talk about their day using non-verbal cues, meaning their daily notes reflected their experience rather than staff assumptions. Family told us that they felt their relatives received personalised care and that their input was valued by the service. People were provided with a residents’ guide at the commencement of the service, which gave them information on how their independence would be supported and how they would remain in control of the care they received.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing. People told us that they were supported by staff to remain independent and be in control of the care they received. We saw that one person was supported to keep their room clean and do their own laundry safely. People’s private spaces were personalised, and they were involved in choosing the decoration. Care plans highlighted people’s strengths and what they could do for themselves. These were frequently reviewed and updated. Staff offered people a choice around meals and activities.

The provider listened to and understood people’s needs, views, and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern, or distress. One person had recently had a life-changing incident, and the service had worked collaboratively with other professionals to ensure that the person could still be supported safely within the service. We saw that this support had been frequently reviewed as the person made progress. The manager told us that as a team, their priority was to ensure a swift and effective response to the changing needs of the people who use the service.

The provider cared about and promoted the well-being of their staff and supported and enabled staff to always deliver person-centred care. Staff told us that the provider always treated them with kindness and respect. One staff member told us, “I love my job. I have worked in care for a long time, and this has been my favourite job. The manager listens.” Other staff told us that there was always an open line of communication with the manager, and they felt valued.

We saw that staff had frequent supervisions and team meetings supported the staff team to explore issues important to them. The provider had various champion roles within the service, led by staff, including a dignity champion and an equality and diversity champion.