Westbourne House Nursing Home

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 71 (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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities. Staff told us that leaders collaborate with staff about the learning and improvement of the service. One staff member commented, “We have the freedom to give ideas, and these are always respected and listened to."

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. We received positive feedback from staff and professionals about leaders. They told us leaders listened and were pro-active, which fostered a positive culture within the service.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. All staff told us they felt listened to and could discuss any care concerns with leaders. We saw evidence of whistleblowing being promoted and staff could confidently explain this procedure in line with their service’s policy.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. Staff told us that they were treated fairly and equitably at the service and 1 staff member spoke to us about their reasonable adjustments which had been put in place to support them at work.

The provider had clear responsibilities, roles, systems of accountability and good governance. However, on one unit we found some areas of medicines were not being administered in line with the service’s policy or best practice guidance. Following this feedback, the service carried out a prompt full internal audit into the medicines concerns and told us what was found would improve oversight moving forwards. The service acted promptly to ensure issues were rectified and although we found no risk of harm to people. The learning and continuous monitoring of these concerns requires embedding into the service’s medicine audits going forwards.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement. The service worked closely with the community and looked for ways to expand opportunities for people. Staff worked well with professionals and these working relationships helped to achieve positive outcomes for people. People were encouraged to take part in social activities. During our visit we saw staff encouraging people to be involved and engaging with people’s personal interests.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research. Where accidents or incidents had happened, these were reviewed by leaders and learning for the future was taken and communicated to staff. Leaders held regular meetings with staff, this included updates around care and service updates.