Westbourne House

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. There was a calm and welcoming atmosphere in the service. We observed kind interactions between staff and people. People and relatives told us staff treat them with kindness and promoted their privacy and dignity. A person said, “I get on well with all the staff at the home they treat me nicely. I like staying here because I find it a quiet place to live.” Information relating to good care and how people should receive dignified care was available to people in communal areas.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff knew people well. A staff member said, “People are well looked after, staff have a good rapport with people.” People were offered the choice of having a key to their rooms, a safe in their rooms to store valuables and the opportunity to self-medicate if able to do so. People had their own personal effects in their rooms, including photographs and ornaments.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Most people living at the service were independent and accessed the local community independently. A person said, “Staff encourage people to be independent. I used to go out into the community independently, but I prefer to stay within the home now.” People had access to snacks and drinks throughout the day, some people had snacks and fridges in their rooms. People had a varied choice of meals and chose what they would like to eat and drink each day. We observed peoples dining experience to be calm and people sat at set tables and had access to condiments and a choice of drinks. We observed staff offering choices to people and people told us they chose what they liked to do. People chose when they wanted to eat and when they wanted personal care.

We could not be assured people had their needs responded to in a timely way, due to the lack of staffing at points in the day and night.

The provider cared about and promoted the well-being of their staff and supported and enabled staff. Staff told us they were supported in their roles. Staff told us the management team were fair and approachable. Staff received regular supervisions and were supported with their professional development. A staff member said, “Staff work well together. The managers are very good, any problems I can go to them, they listen and are understanding. They are very supportive, even with personal issues and they help you if they can, they have been good to me."