Westgate Court

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 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff 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. However, people’s care records did not reflect this approach. Feedback indicated that care was person-centred, with staff able to explain how they learned and incorporated individuals’ preferences. Despite this, care plans often lacked comprehensive information about people’s health, care needs, and preferred approaches. For instance, one plan failed to note the individual’s personal care preferences or include details regarding expected staff behaviour or usual routines. Another plan described a person who found it hard to express pain yet did not offer guidance on how staff should identify when support was needed or respond to distress or illness. There is a need to improve care plans, so they accurately reflect staff insights about those they support and ensure records truly represent each person.

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.

The service worked well with partners and were able to source additional support when people’s needs changed. Managers and staff had a good understanding of how to support people with varying needs and provided training in areas such as learning disabilities and mental health to reflect the diverse needs of the people. People and family members told us there was continuity of care with the staff team. One person said, “The staff here are all regular and that matters.”

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs.Not all people had appropriate communication plans in place at the time of the inspection. Information was missing around how people communicated and about their preferred method to receive information that was important to them.

However, there was evidence of staff providing information in different ways to aid choice and understanding. For example, picture and communication cards could be used to help understanding and easy read documents were available to those who needed them.

Families told us they were kept up to date with any changes in the service. Staff would contact them with news about their family members when appropriate. One family member said, “[Team leader] keeps us up to date.”

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.People and family members told us they were given the opportunity to be involved in the care provided. Resident meetings took place on a regular basis, where people discussed what was important to them. However, it was not clear what action was taken when suggestions were made on how the service could improve.

Families told us they could approach the team leaders and staff, and efforts had been made to involve families in the service however no formal feedback surveys had been distributed.

The provider made sure that people could access the care, support and treatment they needed when they needed it. There were no barriers to people accessing the service or their care and support. Out of hours support was in place, covered by the management team to ensure staff always had access to support.

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. Care staff had undertaken equality and diversity training. Staff, people and family members did not identify any concerns about discrimination.

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.Staff collaborated with individuals to promote independence, offering care designed to support them through transitional periods in life. While end-of-life care is not typically within the scope of this service, staff and management remain attentive to this need should it arise.