Westfield Rest 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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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.

Records we reviewed showed people and when appropriate their relatives, were involved in care planning. People told us they were able to discuss their care needs. A person who used the service said, “I agree to what I want and if I don’t, well, they have to change it. “

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.

People received care from staff who were working closely with other services. Recommendations from health professionals were recorded and shared with staff. Records showed that if people’s needs changed, further advice was sought, and care was adapted to meet those needs.

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

We observed people were supported in a way that met their individual communication needs. For example, we observed staff supporting people to communicate by ensuring they had time and space to consider the information and respond at their own pace. Care records contained guidance on how best to communicate with individuals, so their individual needs were met.

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 had systems for people to share feedback and ideas, or raise complaints about their care, treatment and support. There was a complaints procedure which was accessible to people and those who were important to them. This was followed in practice if a complaint was made. The registered manager told us they preferred to resolve any concerns before they became complaints.

People told us they knew the registered manager and were confident to speak with them. We saw meetings were held with people who lived at the home so they could share their views.

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

The provider ensured people could access the care, support and treatment they needed when they needed it. Relatives told us their family members rights were upheld as people were referred to appropriate professionals to ensure equity in accessing services. Staff told us they worked to ensure people’s rights were upheld and they would challenge any discrimination. One staff member commented, “We aim to promote rights, not remove them.”

Overall, premises were accessible. Ramps and a lift were in place to support people who had mobility challenges and mobility aids had been installed in bathrooms. There was a courtyard which was accessible to people with a ramp. A staff member shared how a new shower chair had been purchased and this was “easier and nicer” for people to use and enabled access to the shower.

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 were respectful of people’s differences. Their interactions with people showed an awareness of valuing differences in others. One staff member said they followed people’s individual routines as these were important to them. Care records demonstrated people were able to access services when these were needed to meet their individual and unique needs. Records showed individualised care was delivered to meet people’s needs.

People were not always supported to plan for important life changes, so they could have enough time to make informed decisions about their future at the end of their life.

The registered manager told us there was no one receiving end of life care and discussion with people at the home had not taken place regarding their end of life wishes. They said they were in the process of accessing end of life training for staff. We have signposted the provider to best practice guidance to develop their approach.