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Inspection Summary


Overall summary & rating

Good

Updated 24 April 2018

Westcliffe manor is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

The service provides accommodation for people who require nursing care. The service is registered to accommodate 27 people. At the time of the inspection 24 people were accommodated.

At the last inspection, the service was rated Good.

At this inspection we found the service remained Good. The service met all relevant fundamental standards.

A registered manager was in post. The registered manager had led the care team consistently for ten years.

The service maintained effective systems to safeguard people from abuse and individual risk was fully assessed and reviewed.

Medicines were safely stored and administered in accordance with best-practice and people’s individual preferences. Nursing staff were updated and trained in administration. The records that we saw indicated that medicines were administered correctly and were subject to regular audit.

We saw evidence that the service learned from incidents and issues identified during audits. Records were detailed and showed evidence of review by senior managers.

People’s needs were assessed and recorded by suitably qualified and experienced staff. Care and support were delivered in line with current legislation and best-practice.

The service ensured that staff were trained to a high standard in appropriate subjects. This training was subject to regular review to ensure that staff were equipped to provide safe, effective care and support.

We saw clear evidence of staff working effectively to deliver positive outcomes for people. People reviewed were receiving effective care and gave positive feedback regarding staff support.

We saw evidence that the service worked effectively with other health and social care agencies to achieve better outcomes for people and improve quality and safety. The professional that we contacted did not express any concerns about the quality and effectiveness of these relationships. We saw evidence in care records of appointments with GP’s, opticians and dentists and supporting professionals such as the palliative care team.

The service operated in accordance with the principles of the Mental Capacity Act 2005 (MCA).

People told us that staff treated them with kindness and respect. It was clear from care and incident records that staff were vigilant in monitoring people’s moods and behaviours and provided care in accordance with people’s needs.

Staff were clear about the need to support people’s rights and needs regarding equality and diversity. Care records contained information about people’s sexuality, ethnicity, gender and other protected characteristics.

We checked the records in relation to concerns and complaints. The complaints’ process was understood by the people that we spoke with. We saw evidence that complaints had been responded to in a professional and timely manner by the registered manager or a senior manager.

People spoke positively about the management of the service and the approachability of senior staff.

Westcliffe Manor had well developed quality monitoring processes and the registered manager had support from senior managers. Policies and procedures provided guidance to staff regarding expectations and performance.

People using the service and staff were involved in discussions about the service and were asked to share their views. This was achieved through daily contact by the managers and regular surveys. The most recent survey yielded a very positive response.

Further information is in the detailed findings below

Inspection areas

Safe

Good

Updated 24 April 2018

The service was safe

Effective

Good

Updated 24 April 2018

The service was effective

Caring

Good

Updated 24 April 2018

The service was caring.

Responsive

Good

Updated 24 April 2018

The service was responsive.

Well-led

Good

Updated 24 April 2018

The service was well led.