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West Villa Residential Home Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 1 April 2020

About the service

West Villa is a residential care home providing personal care to 22 people aged 65 and over at the time of the inspection. The service can support up to 32 people.

The home is over three floors, with communal living spaces on the first floor. People’s bedrooms are on all three floors.

People’s experience of using this service and what we found

People received safe care. Improvements had been made to ensure risks were identified and mitigated. Assessments of people’s needs considered individual risks and included details about what equipment they needed to help them stay safe. Staffing was organised so people received the support they needed. Systems and processes were in place to support people safely with their medicines. Accidents and incidents were more closely monitored and analysed through clearer systems and processes which had been introduced since the last inspection. We made a recommendation for the provider to improve cleaning regimes to ensure the elimination of unpleasant odours.

There were systems in place to support staff to provide effective care. The registered manager ensured staff received appropriate training, supervision and appraisal. Teamwork was effective and a clear management structure supported staff in their work. Roles and responsibilities were understood by staff and communication with one another supported people’s needs.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People gave their consent to care in line with current legislation.

Staff had good relationships with people and were kind, patient and caring in their approach. People were treated respectfully and their independence was encouraged. Activities were planned and visitors welcomed to ensure people were not isolated. Care plans had been rewritten since the last inspection and were clear and concise. The registered manager was continuing to add detail to these in order to ensure they reflected people’s individual social needs.

Changes had been made in the way the service was led and managed. A new manager was in post and staff were confident improvements were being made. Systems and processes to monitor the quality of the provision had been revised and were being embedded. There was clearer oversight by the provider to develop an open and transparent culture and to ensure the quality of the care delivery. The service was showing clear and significant signs of improving, although at the time of the inspection the provider was not able to demonstrate how improvements would be sustained.

For more details, please see the full report which is on the CQC website at

Rating at last inspection (and update)

The last rating for this service was inadequate (published September 2019) and there were multiple breaches of regulation. The service has been in Special Measures since September 2019. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of the regulations. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas


Requires improvement

Updated 1 April 2020

The service was not always safe.

Details are in our safe findings below.



Updated 1 April 2020

The service was effective.

Details are in our effective findings below.



Updated 1 April 2020

The service was caring.

Details are in our caring findings below.



Updated 1 April 2020

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 1 April 2020

The service was well led, although improvements needed to be embedded and sustained.

Details are in our well led findings below.