The Westbury Care Home

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.

This is the first assessment for this newly registered service. This key question has been rated Good: This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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.

Care plans we reviewed were written in a person-centred way, containing detail about health and care needs. For example, some people likes to get up at specific times. These wishes were documented and followed by staff. People told us staff considered their personal needs when supporting them. Care plans were reviewed as needed to ensure people were receiving appropriate care when 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.

There was a relatively stable team of staff which enabled people to have continuity of care from experienced staff. Staf had received appropriate training to be able to safely support people with their needs, for example how to support people with dementia.

The home had visits from external services such as entertainers and people sometimes went into their local community for activities

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Information was made available to people via notice boards in the foyer of the home. We saw menus were available for people, however these were not always pictorial. Pictorial menus can help people living with dementia to more easily identify food on the menu so they can make more informed choice about what they want to eat.

One person had recently moved to the service; English was not their first language. Leaders were depending on family to interpret for them; however, this did not give leaders assurances that they were able to establish the person’s wishes as they could not directly communicate with the person. This was discussed with the registered manager during the inspection.

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.

The provider completed surveys for people and relatives to establish their views of the service. There were regular residents’ meetings at which people could discuss the day-to-day issues in the home.

People told us they were confident that if they spoke to staff or leaders about issues then they would be listened to.

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

Professionals we spoke to told us leaders and staff ensured all people had access to their support as needed. There were always qualified nurses on duty, so people had access to nursing care if they needed it.

There was wheelchair access to the garden which had areas of shade to ensure all people could access it as the wanted to.

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.

Leaders demonstrated they were ensuring all people, including those on respite were receiving the support they needed. Professionals told us staff were “excellent” at ensuring all people were supported with their prescribed support.

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.

People were supported with end-of-life (EOL) plans and resuscitation (DNACR) wishes, if they chose to. This gave people the chance to make informed decisions about their future, including at the end of their life. We saw from their records that those with EOL plans were flagged for staff to easily see.