Westbourne House Nursing Home

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. Care plans contained personalised guidance on the support people wanted and needed and were regularly reviewed. People were supported to access a range of activities based on their interests and spoke positively about these. We saw people taking part in activities that they were clearly enjoying.

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. The service works collaboratively with a multi-disciplinary team of professionals, who told us communication with the service was effective, which enabled continuity of supporting people’s care needs. One professional told us, “Any issues that are identified, are acted upon and actions and outcomes are fed back to us. Leaders are extremely responsive and proactive."

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were assessed prior to a person moving into the service. Adjustments were made where needs were identified and people’s specific communication needs were documented in their care plans, to enable staff to be aware and adjust their care prior to offering support.

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. We saw evidence of resident meetings, where people living at the service could share their thoughts. People knew how to complain about their care and who they would approach with concerns. One person told us, “I would speak to one of the carers if I had a problem, but I haven’t had any complaints.” At the time of our inspection, 1 person had made a complaint which had been dealt with appropriately. The person said they did not know the outcome of the complaint, and this was passed on to leaders, to ensure the person could be informed and updated on the outcome.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to a wide range of health care professionals and told us staff were responsive in making referrals when required. One person commented, “I was ill a few weeks ago, as soon as the nurse saw my legs they arranged for me to go straight to hospital.” Another person told us, “Staff asked the GP to see me for my persistent cough, this was done straight away."

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. Policies were in place and in line with current best practice guidance around equality and discrimination. Staff were observed to treat people equally and had received training on the Equality Act and Human Rights legislation.

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. People were given the opportunity to express their end of life wishes, which formalised a care plan. Staff had received training on supporting people who were at the end of their lives and could tell us how they would ensure dignity and respect when delivering care.