Westerfield House Care Ltd

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 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 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.

People’s care plans identified the person-centred support they required and preferred. Daily records included the care provided by staff and how people were presenting. People told us they felt their person-centred needs were met they were involved in their care and they were listened to by the staff. A person said, “I certainly know what’s happening with me.”

People had access to activities to reduce the risks of boredom and isolation. This included planned and impromptu group and individual activities. During our visits we saw people doing a range of activities, including art, dominoes, armchair exercise and jigsaws. Staff told us people chose what they wanted to do, this was confirmed by people. There were 2 activity coordinators employed. Slide shows in the dining room and reception area showed people enjoying both group and individual activities. There were also secure grounds which people could use in the better weather, which included raised beds where people had planted items.

A person told us, “I don’t go down for everything [activities], I am picky, I like the karaoke… [Staff] come up here for a chat, I do not get lonely.” Another person said, “There’s an activities sheet which comes out on a Monday. I always go to chair exercises, and I do like flower arranging.”

People looked well presented which demonstrated their personal care needs were being met.

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’s care records included their diverse needs and how they were met. Staff training records showed staff had received training including equality, diversity and inclusion, and dementia.

People’s access to the community, including outings to a local football club’s social club. We also saw photographs of people Christmas shopping. There was a notice in the dining room of places of interest in the community and people and visitors were asked to tell the activities staff of if they were interested in them. The registered manager told us a librarian visited the service regularly and had got to know people and their interests and bought in books they may be interested in.

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

People’s care records included information about how they communicated and guidance for staff in how to effectively communicate with people. Where required, important information such as the complaints procedure could be provided in accessible formats, such as easy read and larger print. The activity planner was routinely provided in larger print text and picture format, and the menu was available in picture format, where required.

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.

There was a complaints procedure in place, which was followed where any complaints were received. Complaints were investigated, responded to and used to drive improvement, where required.

People told us they knew how to raise a complaint and were confident their concerns would be listened to and addressed. A person said, “If I needed to talk anything over, I would talk to my family. I did have a moan that one morning coffee didn’t arrive until nearly lunchtime. It hasn’t happened since.” Another person told us, “I would speak to one of the managers.”

The complaints procedure was displayed in the service, as well as a notice which told people and visitors who to approach if they had concerns, and guided people to the suggestion box which was in the reception area. A notice was in place which showed the last quality assurance survey outcomes in 2025, and actions taken as a result of people’s comments.

We saw several compliments received by the service relating to the care and support provided.

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

The management team and staff told us they had positive relationships and worked in partnership with health and social care professionals to ensure people had access to services to receive the care they required. This was confirmed by people’s records which included support and guidance provided by external professionals who were involved in people’s care.

The management team shared examples of where they had challenged and sought guidance when they did not feel people were receiving the care and support, they needed from external professionals.

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.

People’s care records included information about their history and diverse needs and how they were met. People’s preferences were documented regarding the care and support they received, including information from their relatives, where appropriate. The staff supported people to access services where required. Information was provided, for example to hospital staff, to ensure they were made aware of people’s diverse needs, including important information about the person.

Regular visits from local places of worship were undertaken to support people’s spiritual needs, for those who wished to participate. The registered manager told us how an individual from a church had been part of a person’s support network including their end of life and had officiated at their funeral.

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’s care records included people’s wishes and decisions relating to their end-of-life care, and/or decisions of where they wanted to be cared for if they became unwell, such as in hospital or in the care home. The registered manager shared an example of where they supported the person’s relative to stay with their family member when they were nearing the end of their life.

The service was accredited with a local hospice, which included attendance of meetings and learning sessions relating to end-of-life care. Training records showed staff had received training in end-of-life care.

The service had received compliments from people’s relatives about the end-of-life care provided to their family members. However, a concern was received from a relative during our assessment, we passed this on to the management team to follow up.