Westfield Rest Home

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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We asked for but were not provided with contact details for health professionals. This meant we were unable to contact health professionals to gain their views. We did receive feedback from a visiting hairdresser who said staff were very helpful.

We observed staff interacting with people in a kind and gentle way and people told us staff were respectful. One person said of the staff, “They make sure I’m looked after.” And, “They’re very kind to me.” A relative described staff as, “Attentive.”

Staff protected people’s dignity by affording them privacy when this was appropriate. People could choose to lock their bedroom doors and we saw staff knocked and waited before entering bedrooms. We noted two bathroom areas where privacy locks were not fitted, we shared this with the registered manager and this was resolved before the assessment concluded.

When specialised meals were provided we saw these were presented in a way that promoted dignity. The chef shared that they took pride in presenting meals in a positive way. They said, “I take pride in my work, having meals nicely presented is dignified.” A housekeeper told us they were respectful of people’s possessions and commented, “When I clean resident’s rooms, I’m really careful to take care of their things as well, they are important to residents so they’re important to me.” This demonstrated staff were caring.

The provider treated people as individuals. Relatives told us staff knew their family members well.

Our observations showed us staff knew people’s backgrounds and histories. We observed staff speaking with people about their interests and what was important to them. Care records we viewed contained information on people’s lives, what was important to them and their preferences.

Staff supporting people’s preferences. For example, one person had chosen to have their room decorated in their favourite colour, another person chose to eat their meal in the lounge area. This demonstrated staff had an awareness of people’s individual wishes and respected these.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Relatives told us if decisions needed to be made regarding their loved one’s care, they were involved and agreed to this before care was delivered.

Activities were provided to support people’s interests and hobbies. These included a ‘Keep Fit’ activity, arts and crafts, and film afternoons. Records of meetings showed that people were asked to suggest ideas for activities and whenever possible, these were introduced. One person shared how staff asked them to play a musical instrument for them. They commented, “It’s nice to be recognised for my skills.” A relative shared, “[Family member] seems happy here and always chatty. [Family member] always has something to do.”

The provider listened to and understood people’s needs, views and wishes.

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. A person at the service was seen to become restless and appeared uncomfortable. Staff responded to them immediately with compassion and kindness. They spent time with them and the person became calmer and happier as a result.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to deliver person-centred care.

Staff consistently told us they felt the registered manager was making positive changes and was approachable. One staff member said they had regular meetings with the registered manager and they felt these were positive. They said, “I have meetings once a month, it’s good for my mental health.”

The registered manager considered staff wellbeing. For example, they contacted staff to warn them of difficult driving conditions. They spoke highly of the staff and said they were hoping to introduce staff recognition awards to demonstrate how staff were valued.