Westward Care 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.

The service made sure people were at the centre of their care and support, and this was a strong feature of life at Westward Care Home. An external professional told us, “My client was well supported by the management team to be involved in the assessment process, and adjustments were made to meet their specific needs in relation to communication and understanding.”

Staff knew people well, including their histories, strengths, interests and what mattered most to them, and used this knowledge to plan day-to-day support and longer-term goals. Detailed care plans set out “what I am good at”, “what’s important to me” and “how to support me”, with clear guidance about routines, communication and coping strategies, including positive behaviour support plans. Staff told us, “The care plans are so detailed. They have all peoples’ little quirks and what their triggers are, so they have been invaluable to have.”

People told us they enjoyed busy, fulfilling lives, for example volunteering at local centres, gardening, going to bingo, watching tribute bands or driving a digger. Staff encouraged people to be as independent as possible, such as cooking meals, managing parts of their medicines and travelling with agreed check‑ins, while balancing any associated risks. This person-centred approach reflected ‘Right support, right care, right culture’ guidance for people with learning disabilities and autistic people

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 coordinated people’s care so their health, emotional and social needs were met in a joined-up and consistent way. Staff worked closely with community health and social care professionals, including speech and language therapists, mental health teams, psychology and GPs, to assess needs and review support, for example around swallowing risks, mental health and medicines. Feedback received from external professionals confirmed this joint approach.

People had hospital passports, health action plans and clear records of appointments and outcomes, which helped ensure continuity when they used other services. Monthly holistic reviews pulled together information about incidents, activities, professional input and changing needs so support plans could be updated promptly. When people moved into or between services, transitions were planned and supported so they remained as smooth and positive as possible.

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

The service gave people information in ways they could understand so they could make informed choices about their care and daily lives. Staff adapted their communication, using everyday language, checking understanding and supporting people to write shopping lists or prepare for appointments in line with their individual needs.

Easy read documents, hospital passports and specialist care plans, for example around eating and drinking, helped people and staff understand risks and how to manage them. People’s communication needs and preferences were assessed and clearly recorded; staff understood how people who used few words, or expressed themselves through behaviour, showed they were happy, anxious or in pain.

Relatives said communication was “excellent” and described staff phoning or emailing them promptly to share updates. One relative told us, “They ring me every Sunday and let me know how [family member] has been. They will let me know if there is anything untoward.”

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.

The service listened to people and involved them, and those important to them, in decisions about their care, support and the running of the home. People took part in regular meetings where they discussed menus, activities, holidays, and how they wanted communal areas and bedrooms decorated. Recent redecoration and garden improvements reflected their choices.

Staff were observed using gentle prompts and open questions to help people decide what they wanted to do, rather than telling them, and adapting their approach for each person. Care plans showed how people were involved in setting goals and reviewing their support, including for end of life care and future wishes.

Relatives said they felt fully involved and “worked in partnership” with the registered manager to find the best way forward when issues arose. Advocacy services were accessed when people needed support to express their views or when there were complex decisions to make. Surveys for people and families helped the provider to check experiences and identify areas to improve.

The service made sure people could access the right care, support and community services when they needed them, and that barriers were reduced as far as possible. People had individual hospital passports, capacity assessments and best interest decisions where required, so external professionals understood their needs, communication and how best to support them.

Staff supported people to attend a wide range of appointments, including specialist mental health, psychology, physiotherapy and speech and language therapy, and then updated care plans to reflect professional advice. Reasonable adjustments were made, such as creating a ground‑floor bedroom and using specialist equipment after a person fractured their hip, and providing gluten‑free diets or modified food textures where needed.

People were helped to access local groups, gyms, volunteering and social clubs, with staff balancing independence and safety, for example by agreeing phone check‑ins and financial safeguards for very vulnerable people. Staff completed equality and diversity and specialist autism/learning disability training to help ensure people were not disadvantaged.

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.

The service promoted fair experiences and outcomes so people, including those with complex needs, could achieve their goals and enjoy a good quality of life. People’s plans focused on what they wanted to do and how they could be as independent as possible, for example supporting weight loss, managing long‑term conditions, building confidence and maintaining relationships. Outcomes were monitored through monthly reviews, satisfaction surveys and provider audits, and any gaps in experience or progress were added to the service improvement plan.

People and relatives described consistent, caring support from a stable staff team, and staff surveys and flexible working arrangements helped the provider to retain a skilled and diverse workforce. One person had lost significant weight and was “slimmer of the week”, supported by staff and peers to follow a healthy eating plan; others were helped to manage a gluten free diet or complex mental health needs safely while still doing the things they enjoyed. The provider’s values emphasised equality, shared learning and positive regard, and this was reflected in day‑to‑day practice.

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.

The service supported people to think about and plan for their future, including changes in their health, care needs and personal goals. Care plans included people’s aspirations, places they would like to visit, how they wanted to be supported as they grew older and, where they wished, detailed end of life plans covering treatment, funeral arrangements and charitable donations. Staff worked with people, families and professionals to keep these plans under review, for example when someone’s mobility changed or when they needed different mental health or behavioural support.

People were encouraged to develop skills that would help them in the longer term, such as managing daily routines, cooking, travel and understanding personal safety and relationships. Best interest and Court of Protection decisions about finances and other key areas were clearly documented so that people were protected while still having as much control as possible. This thoughtful, forward‑looking approach supported ‘Right support, right care, right culture’ guidance by focusing on what people wanted for their lives now and in the future.