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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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. Managers and staff were kind and caring. We observed positive interactions between people and staff, and staff appeared to know the people they supported well. People told us, “I am happy here, my staff are very nice” and “Staff are fairly good, they are kind and they are patient.”

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. People told us they were happy living at the service, and it felt like home. A person told us, “I feel happy here, and I feel safe.” People were able to personalise their own spaces and they lived close to community resources such as shops, cafés, hairdressers and public transport which they could freely utilise.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were free to come and go from the service as they wished and had choice and control over day to day decisions, for example menu choices and how they spent their time. People had access to a kitchenette to source drinks and snacks throughout the day as often as they wished to.

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. We could not be assured that people’s immediate needs would be responded to as needed due to periods of time in the service where only 1 staff member was present. Following the inspection the provider gave assurances staffing levels would be increased.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they were happy at the service, and they felt they worked well together as a team. Staff told us, “I love it here, the residents are lovely, it’s a nice little home” and “I really enjoy working here, the managers are lovely and easy to talk to, if I have any problems, I can go to them.”