Westwood House

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, this key question was rated outstanding. At this inspection the rating has changed to 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. People received person-centred care. People and their relatives told us people were at the heart of their care. People had individualised activity timetables if they wanted these. People’s care plans contained information about people’s personal preferences. Staff knew people well and their preferences, and how best to support people.

The provider understood the diverse health and care needs of people and their local communities. Care was joined-up, flexible and supported choice and continuity. There was evidence of referrals and communication with relevant agencies on behalf of people who were supported by the service.

People’s care records demonstrated the service had worked with other care providers and health services. Relatives provided us with examples to show how the service promoted continuity of care. People were supported to go out as much as people wanted.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff adapted their communication to meet people’s needs. The operations manager told us they used ‘easy-read’ documents and ‘social stories’ to provide information for people in ways which met their needs. The operations manager also told us they collected holiday brochures for people who did not use the Internet, so they could decide where they wanted to go on holiday.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. People told us they knew how to raise a concern and felt comfortable doing so. People living at the service were invited to regular meetings at the service where they discussed meals and activities. Relatives told us they felt leaders were approachable and responsive to any feedback. The provider had a complaints policy and a process to manage complaints.Staff told us there were regular meetings.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff supported people to attend appointments. People told us they were supported to access the services they needed. The operations manager told us they supported people to access these services through easy reads and involving people’s family or advocates where appropriate.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The operations manager told us they promoted equity in experiences outcomes through key worker meetings and monthly service meetings. The operations manager told us they used communication aids to encourage feedback from people who did not verbally communicate, such as picture cards, objects of reference and Makaton. The operations manager told us, “We know which staff work well with each person”. People were supported to access facilities in the community, to meet friends and to attend social groups such as discos and activity groups.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. There was information available in care plans regarding people’s wishes for the future and any goals people had. Where people did not wish the service to help them plan for the future, this was respected and appropriately documented.