Westleigh 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 inspection we rated this key question good. At this inspection 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.

People received support which was tailored to their individual needs from staff who knew them well. One person had written their own care plan which detailed their dreams and nightmares, their talents and gifts. The registered manager was ensuring that their wishes were respected as their needs changed.

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.

Staff worked with other professionals to make sure people had access to services and treatments to meet their needs. Adaptations were made to make sure people could access services in a way that met their specific needs. This included arranging for some appointments to be carried out in the person’s home rather than a busy hospital or surgery environment.

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

Staff knew people well and understood their communication needs and provided information in a way that met individual needs. For example, one person used sign language and had taught staff to use this method of communication with them.

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.

Minutes of meetings held with people who lived at the home showed their views were sought. Staff said they were confident they would recognise if people were unhappy with any aspect of their care even if they were unable to verbalise their concerns. One member of staff told us, “We would know if someone wasn’t happy, and we’d find out what it was about.”

Relatives said they felt involved in people’s care and would raise any issues. One relative told us, “I would go to the manager. I think it would be taken seriously but I have never had to test it as I have no complaints.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff understood the needs of autistic people and people with a learning disability and worked hard to ensure that typical barriers faced by people were removed or mitigated against.

The staff were pro-active in making sure people had access to the care and treatment they required. This had included treatments that improved people’s quality of life not just their health.

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.

Staff made sure adaptations were made to ensure people accessed care and support in a way that met their individual needs and achieved good outcomes. This had included good preparation for a person who needed to attend hospital. Staff ensured the person was accompanied by familiar staff and important objects when attending for treatment.

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 registered manager told us they would be holding person centred reviews for everybody to help them to set goals for the future. This would enable people to identify what they wanted to achieve and how they could be supported to meet their goals. Relatives were aware of these reviews and one said they had already been given a date.

The staff were working with people and healthcare professionals to ensure their wishes about care they would like if they became unwell, were known and recorded. One relative told us end of life wishes had been discussed with them.