Archived: Westdene Rest Home

Is the service safe?

Is the service effective?

Is the service caring?

Is the service responsive?

Is the service well-led

This is a summary of what we found.

Is the service safe?

People told us they were attended to whenever they needed help. They said the staff were 'very quick to come to you'. Staff told us they had adequate time to provide care and they were supported to attend training and updates. Two people told us they felt 'very safe, without a doubt' and they were treated 'very well'. Staff were knowledgeable about people's needs and said they got to know people using the service well.

We found the service had systems in place to ensure people were protected from the risk of abuse. Staff had completed training in safeguarding vulnerable adults as part of their induction. The home was clean and staff followed procedures for the control of infection. There were arrangements in place to manage people's medicines and prescribed medicines were available to people as required.

CQC is required by law to monitor the operation of the Mental Capacity Act 2005 Deprivation of Liberty Safeguards (DoLS) and to report on what we find. A senior staff manager told us there was no one under this safeguard who was receiving care at the time of our inspection. Staff were aware of people's rights to make choices and people were supported to be involved in their care.

Is the service effective?

Care plans included risk assessments which were completed and relevant to the person. We saw specific action required was developed to manage risks. People we spoke with were complimentary about the care and support they received. Support plans showed people's needs were assessed and clear information was provided for staff. This included appropriate support with food and fluids and pressure risks management. Specific equipment was in place to support people and to maintain their independence.

Is the service caring?

People were supported in a caring and compassionate way. Staff and people using the service had developed good relationships and people were treated with respect. People were complimentary about the staff and the manager who was involved in their care. One person told us 'everything is just perfect' when they described their care to us. Other comments included 'they (the staff) can't do enough for you'. Another person said the staff were 'very kind and marvellous'.

Is the service responsive?

The service was responsive to people's changing needs and took appropriate action. People said they were 'quite satisfied' with the care and support they were receiving. We saw people were able to access external healthcare facilities as needed. People had opportunities to express their views and one person told us the manager 'listens to what we have to say and puts things right' if needed.

Is the service well-led?

Systems were in place to regularly assess and monitor the quality of service provided. Risks were assessed and appropriate action plans were in place. People's views were sought through satisfaction surveys and action plans developed to address any issues as needed.

One person who used the service told us 'I like it, I'm happy here.' A relative said to us 'I like the family run aspect, and that there are not lots and lots of people.'

We saw that people's privacy and dignity was respected in how their care was provided. People's views influenced how the home was run. One person told us 'I made a suggestion about having quiche and the cook made it.'

People told us that their care and support had been well managed. One person said "I like it here, they're lovely people." Another said "I'm well cared for.' People told us that carers supported them in the way they wished to be supported. Care plans showed that needs and risk assessments were in place which enabled staff to support individuals in a safe and appropriate way. A visiting professional told us 'Charts are always completed and up to date.'

Discussion with staff and records seen showed that there were arrangements in place for medicines to be managed safely.

Members of staff had received training and support which had helped them deliver care and treatment to people safely and to an appropriate standard.

People felt they could approach the managers if they had any concerns or complaints. Records showed that the provider regularly checked the safety and quality of the service provided.

We found that people's care and support needs had not been recorded. Care records were not updated when people's needs changed.

We saw that staff did not communicate with people or spend time with them.

Records showed that staff had been appropriately recruited, and had received training to carry out their role.

The provider did not have a system in place to assess and monitor the quality of care people received.