Westbourne House Nursing Home

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. We observed positive staff interactions with people and when asked, people told us, “The staff are lovely.” Another person commented, “Staff are great, you can have a real laugh with them.” One staff member told us how they brought clothes in for people who had left hospital and had no friends or family. The staff member said they did this so people would not feel un-dignified in hospital gowns during their stay at the service. Professionals were also complimentary of the staff’s caring ability and told us, “Staff appear to be professional and treat patients with care and compassion. I have always felt welcome at Westbourne House and respected by staff."

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. Care plans evidenced people’s individual needs and staff provided care in line with them. We saw evidence of cultures being celebrated at the service, such as organising events for Diwali. People’s food preferences were documented and the kitchen staff were knowledgeable about people’s likes and dislikes and dietary choices.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People had choice and control over their daily living. There were social activities which were adapted to meet everyone’s needs at the service and to encourage engagement and stimulation. People told us they had control over their personal care routines and could have a bath or shower upon request. One person commented, “I have a bed bath every day and chose to get my hair washed once a week, the staff know my routine."

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. Care plans evidenced people’s behaviour, any triggers and methods of calm intervention. Risk assessments were detailed to enable staff to pre-empt any potential causes of stress or harm. We observed staff responding to call bells in a timely manner and people had these close by for any future requests for support.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff feedback was positive; they told us they enjoyed working at the service and spoke highly of leaders. All staff we spoke to told us they felt able to report safety concerns to leaders and that these would be acted upon promptly. We saw evidence of promoting staff well-being in the workplace, such as counselling for employees. One staff member commented, “The management team are very supportive with everything."