Westfield House

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 79 (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 likes, dislikes and preferences were detailed in care plans and staff knew people well. Care plans were person-centred and appropriate to each person clearly explaining how they wanted their support to be delivered. Bedrooms were person-centred and people were encouraged to have their own personal belongings around them. Bedrooms and flats were arranged and presented as people chose. We found staff interacted with people in a person-centred way ensuring whatever happened was done in the interests of people. Personalised interactions were recorded in care notes including how 1:1 hours were used, contact with family and friends, health related appointments and how people liked to spend their day. One staff member said, “We try to include our service users in their person-centred support planning, but not all want to take part. We have general chats with our service users asking them about their likes and dislikes, how can staff support them, what are their dreams and goals, and we then incorporate this into their support plans. If service users want family input, we can invite the family to discuss their support plans.”

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. Staff and leaders recognised changes in people’s health and made referrals to external professionals to meet people’s needs. People were supported in line with their routines and preferences. One external professional said, “We work collaboratively with their [Westfield House] team to establish care plans and shared goals with people.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Safeguarding and whistleblowing information, policies, the complaints procedure and the service user guide were available in picture format and were easily accessible. The provider presented information regarding infection control, menus and activities in easy read posters. One staff member said, “We have a service user information board which is accessible to all our service users. We have easy read versions on the board also and picture cards can be used if needed. Again, we talk about rights and communication in monthly keyworker meetings.”

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result. Staff and leaders fully embraced feedback from people, relatives, staff and professionals so they could identify areas to improve the service. The provider had a complaints procedure and supported people to raise concerns. People told us they had confidence to raise issues with staff and leaders, the management team listened to people and resolutions were quickly found. Positive changes were made to improve the service based on people’s feedback. The provider had a 'live by experience' project which gave people the opportunity to visit other locations owned by the provider to chat with people who lived there about their lived experiences, so they had a voice and felt more comfortable speaking with a fellow service user from a different site. Feedback from people around meals, activities, changes to their rooms and ideas for the wishing tree were collated and actioned. Following on from the provider’s service user survey, they placed a suggestions box in the home requesting any ideas, suggestions or improvements.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff and leaders made sure people were treated fairly, with respect, and included in decisions about their care and support. People were supported in ways that reflected their choices, upheld their rights, and promoted their wellbeing. This meant they had control over their daily lives, felt listened to and respected, and received care that met their individual needs. Relevant referrals to external professionals were made when appropriate to ensure people remained as independent and safe as possible. All staff received training on equality and diversity, and people had a dedicated support plan for equality and human rights to highlight any protected characteristics and what levels of support people required to uphold these where necessary.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People were supported to improve their outcomes and meet their goals and aspirations. Individual support plans reflected people’s choices and needs and people were encouraged to take part in the care plan process where appropriate. The provider held ‘Our Voice’ meetings which took place on a monthly basis at service level, with quarterly regional meetings held to ensure people’s voices were heard and any concerns, complaints or put ideas forward. Staff and leaders promoted advocacy where appropriate and had easy read formats for complaints, whistle blowing and safeguarding policies.

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. Support plans reflected people’s end of life choices and explained how people wanted their support to be delivered.