Westwood

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.

Support plans were in place which reflected people’s personal preferences, life histories, likes, dislikes and the things which mattered to them and made them who they were. Clinical needs were also well documented.

The provider listened to and understood people’s needs, views and wishes. A staff member commented, ‘All residents needs are clearly explained in their care plans and dutifully followed to respect their personalised choices.’

A service user guide was in place to provide information for people who used the service.

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.

Care was coordinated and continuous. Care plans reflected support from relatives and other services.

Staff completed a range of specific training with regards to the people who used the service, including diabetes management, learning disability and autism awareness.

Staff received appropriate induction to support the provision of care and rotas showed continuity of care. A relative said, “My [family member] has been at the home just over a year and the staff are all the same. No turnover, I think that's a good sign.”

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

An accessible information standard policy was in place. Care plans provided guidance for staff on how to communicate with people including those with diverse needs.

A staff member commented, ‘These needs are identified during assessments and documented in care plans. I respect cultural and religious beliefs, dietary requirements, preferred routines and communication methods. For example, I may use simple language, picture cards or involve an interpreter if needed, and I always respect a person’s religious practices or food preferences.’

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.

Survey findings were positive and regular meetings took place for people who used services. Minutes were taken of the meetings. People had quarterly involvement in their care records as a minimum and family members were also involved where appropriate.

We saw examples of people’s comments and suggestions being acted upon. A social room had been furnished in line with people’s wishes to have a room for their visitors. Additional toilets and showers had been provided following request and people had been involved in choosing how the garden lounge and dining room had been refurbished.

Complaints guidance was available to people who used the service and their families and an accessible information policy was in place. Complaints policy in place. Complaints processes were in place and we saw a complaint was appropriately responded to.

People said they felt able to raise concerns. No people who used services or relatives reported feeling unable to speak up. A person said, “If there is an issue, the staff here will sort it, they are wonderful and everything can be discussed with them.”

Arrangements were in place for access to management out of hours.

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

Everyone could access the care and support they needed. Care plans considered people’s needs and any adjustments that could be made to ensure they had equal access to services which included how their communication needs could be met.

Staff told us they were committed to ensuring everyone received equal and fair support and staff completed training in this area.

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 experienced fair and equitable care. The provider identified people’s diverse needs and provided support to people that met their individual needs.

Policies were in place and staff completed training in this area. Care plans evidenced how people’s disabilities would be considered, where appropriate, and support provided, for example, with mobility.

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. An end of life care policy was in place.

Care plans were in place and were clear whether people wished to receive emergency care and reflected people’s personalised wishes for care in the future. Staff had completed specialist end of life care training.