Westwood

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 70 (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 treated people with kindness, empathy and compassion and respected their dignity. However, we identified an area where people’s privacy was not fully maintained and people’s resuscitation status was clearly identified on their bedroom door. One person’s distressed behaviour and how it affected them being supported to evacuate in the event of a fire was also noted on their bedroom door. This was immediately rectified by the registered manager and this information was removed.

People told us that staff were kind and caring. A person said, “All the staff are precious, kind, caring, and very approachable, any problems can be discussed and sorted. They are wonderful people and I like the personal care touch too.” Another person said, “I get good care from the staff, I try to do a lot myself so I am not a burden, but they care so much.” We observed staff supporting people in a kind and caring way throughout the assessment. A relative said, “They are definitely kind and caring and I hear them knocking on his bedroom door before entering when I call to speak to him.”

Policies were in place to provide guidance on treating people with dignity and ensuring privacy was protected. People did not raise any concerns in this area. A staff member commented, ‘I maintain privacy by closing doors and curtains during personal care, explaining what I’m doing and treating everyone with kindness and respect.’ Another staff member commented, ‘I support people to make choices by offering options, listening to what they want, and giving them the time and information they need to decide. I always speak to people respectfully, involve them in their own care, and encourage independence wherever possible. To protect dignity, I make sure personal care is done privately, cover the person appropriately, and explain every step before I do it. I follow their preferences such as how they like to dress, eat, communicate, or spend their day so they feel valued, respected, and in control of their own life.’

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s individuality and preferences were respected. Staff knew people well and their likes and dislikes. We observed this throughout the assessment.

Staff told us that support plans provided clear information of people’s individualised support needs. Support plans contained information on people’s likes and dislikes and preferences. This included information about people’s life history. A staff member commented, ‘I always involve people in decisions about their care, ask for their preferences and respect their choices whenever possible.’

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to retain independence. A person who used services said, “I can shower on my own and do so when I am ready.” Another person said, “Staff prompt me to shower every day, and sometimes I can manage on my own, but I do like someone there.” A supporting independence policy was in place. The registered manager told us that people were supported to be confident when accessing the community and were encouraged to take part in religious practices if they wished to.

People were encouraged to make choices and these were respected by staff. A person said, “I need assistance to shower and can anytime I ask, the staff are so helpful with me.”

People had a range of views on activities within the home. Some people were content with the available activities, others felt they could be improved. A person said, “There are lots of activities and things to do and I like mixing with the other people in the lounge.” Another person said, “There are lots of board games and dominos and things to do and I like joining in especially when the staff also join in.” A third person said, “I don't bother with the board games or activities, I’m happy on my own or chatting with a friend who lives there.” Another person said, “I would like to go out more.” Activities were taking place during our assessment and people seemed to be enjoying them. External people also came into the home to provide entertainment, including a magician and exercise sessions.

People told us that visitors were able to visit the home without restriction. A visiting policy was in place.

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.

People raised no concerns in this area. A relative said, “When [my family member] is [distressed] staff encourage and reassure [them].”

Staff promptly responded to people’s needs to minimise any discomfort, concern or distress throughout the assessment. Support plans were in place to provide guidance for staff on how to respond promptly and effectively to people in distress.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they had excellent relationships with the registered manager and that staff worked well together. A staff member commented, ‘The service is managed very well and staff are encouraged to share ideas, concerns and feedback in handovers, supervisions and team meetings. I feel that I can approach my manager and care coordinator whenever required.’ Another staff member commented, ‘Carefully drafted learning programmes and a great induction not only prepared me for my roles but they actually helped me to excel at them.’ Another staff member commented, ‘Managers are approachable and available for advice. They provide supervision, regular feedback, training opportunities and support whenever concerns arise.’

Supervisions and team meetings provided opportunities for staff to raise any wellbeing concerns. Policies were in place to support staff wellbeing. A staff reward scheme was in place. The registered manager was committed to staff’s wellbeing and told us that they had provided tutoring in their own time to staff to support them to obtain further qualifications and develop their career.