Westfield House

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. Staff treated people with kindness and respect and provided a safe and homely environment. Staff were engaging and friendly with people and understood their needs. People we spoke with told us the staff were lovely and they felt able to speak with them in confidence. One staff member said, “I think we provide a good service, I would live here, staff are caring and we strive to improve what we do all the time. We have a great team of people within the service.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People had access to an activity coordinator who involved them in social stimulation. Activities were person centred and focused on what people wanted to do. Themed activities were planned and a recent activity, 'Under the sea' involved decorating the conservatory with sea items people had made, a fish platter restaurant evening at the home, a boat river cruise in Manchester and trip to ‘The Deep’ aquarium.

We saw evidence of outings to the cinema, football matches, celebrations for world book day, celebration of dates such as Valentine's Day Pancake Day and Easter. The activity coordinator had created a scrapbook about the history of Westfield House and Parkgate for people to get to know about where they lived and their surrounding area.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People's human rights were promoted. Care plans regarding equality and human rights were in place and gave options such as promoting independence, respecting decisions and treating people with dignity and respect. People had allocated keyworkers with whom they built up a relationship of trust. One staff member said, “We have monthly keyworker meetings and monthly ‘your voice’ meetings where we lots of different topics are spoken about and documented.”

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.We observed staff interacting with people in a positive way which suited their needs and the situation. Staff showed the ability to identify issues or concerns and intervened in a calm way. They responded in a calm and courteous way, spoke in a soft voice and a reassuring manner, which helped reduced people’s anxiety.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff were valued by leaders at all levels, and we saw several examples of staff appreciation such as a team evening trip to the theatre. The service also had an award for the employee of the month, and recognition for long service. Staff had access to a staff handbook which contained key information about their role and the provider’s expectations. Staff had access to a colleague assistance helpline for confidential counselling sessions 24 hours a day. They also had mental health first aiders who were colleagues working in or supporting services across the provider group. They were the first point of contact if staff were experiencing mental health issues or emotional distress.