Westgate House

Updated 1 September 2026

Date of assessment: 1 to 16 September 2026.

Westgate House is a residential care home providing personal and nursing care for up to 80 older people, some of whom are living with dementia. At the time of our assessment, 69 people were living at Westgate House. This was a comprehensive assessment, and we looked at all 5 key questions.

The provider had robust governance systems and regular audits in place. These helped to maintain people’s safety and wellbeing and drive improvements within the service.

Care plans and risk assessments were regularly reviewed and detailed the care and support people needed and wanted.

Staff understood their responsibilities to safeguard people from abuse. They knew what concerns needed to be reported and who to report them to.

Staff were kind and spoke to people in a dignified manner. We observed warm and friendly interactions between people and staff. People were supported at their own pace and were offered choices, including about the food they wanted.

The service was clean, tidy and nicely decorated. We were told refurbishment work had been carried out in some areas to make the environment more homely. Equipment was serviced regularly to help ensure it was safe for people to use. The provider’s medicines systems were robust, and people received their medicines as prescribed.

Staff received appropriate training and regular supervision from their managers. Staff were recruited safely, and the necessary pre-employment checks had been completed. Staff told us they were happy working at Westgate House, and many had worked there for a considerable time.

There was a manager in post who was in the process of registering with the Care Quality Commission at the time of our assessment. The manager told us they felt supported by the organisation and that senior leaders were readily available to provide support.

Updated 1 September 2026

We spoke with people and their relatives to gain insight into the care people received at Westgate House. People told us they felt safe living at the home. One person told us, “The staff are very good. The staff do a really good job and I feel very safe here.”

People were forthcoming when asked about areas where they would like to see improvements. Although people told us they liked the food, some said they would like a wider variety of meals, particularly options they considered plain and simple. We discussed this with the management team, who told us they were already aware of this feedback and were taking action in response.

People told us they received good care. One person said, “They treat me with respect, I would say they are very caring. As soon as I came in here, I was made to feel very welcome and very much at home.” We used a structured observation tool to assess the care people received and how staff engaged with them. During these observations, we saw staff responded immediately when people needed support. Staff engaged positively with people and had light-hearted conversations with them. Support was offered in a dignified way that promoted people’s independence, while staff recognised when people needed help with a task.

People told us they felt comfortable raising any concerns. A number of people spoke highly of the manager. Comments included, “The manager is great, they are a really good manager. They take action straight away and address everything” and “This place has transformed since they [manager] took over.”