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CQC rate West Hall Care Home, Surrey as Outstanding

19 October 2016
West Hall
  • Media

The Care Quality Commission (CQC) has found the quality of care provided by West Hall, in Parvis Road, West Byfleet, Surrey to be Outstanding following an inspection in July 2016.

Inspectors rated West Hall, a large care home for older people, some who are living with dementia Good for being safe, well led and effective while rating it Outstanding for being caring and being responsive to people’s needs.

Deborah Ivanova, Deputy Chief Inspector of Adult Social Care, said:

“It is clear that West Hall is providing an exceptional service to the people in its care. The support it is providing to people living there and their families is outstanding and the team should be extremely proud of the work they do.

“We are well aware of the challenges of living and working in a home with people who have dementia, but West Hall demonstrates that care can always be provided in a way that values and respects each person. We were struck by the way staff see each person as a unique individual and respond accordingly and this is why we have given this service the highest rating we can give.”

The report highlights a number of areas of outstanding practice, including:

Staff had a good understanding of the vulnerabilities of the people they cared for, for example, their ability to communicate and their dependency on staff. Staff were familiar with safeguarding and whistleblowing procedures and how they could report their concerns. Staff knew they could use the whistle-blowing policy to report any general concerns they had.

People living in the service told inspectors they were treated with the utmost respect and kindness and were at the heart of the home. People were made to feel as though they mattered and staff took time to get to know people in order to develop close relationships with them.

People living in the service and their relatives felt involved in care planning and in control of the care they received. Care plans were comprehensive and written in a person-centred way. Accidents and incidents were monitored and people were provided with suitable aids to help ensure that further accidents did not happen.

The home was designed in a way that was suitable for people living with dementia. People's individual rooms were personalised and included tailored signposting so people could identify their own room.

There was a wide variety of activities for people to participate in both within and outside of the home. Activities were individualised and meaningful to people and designed around people's own interests and hobbies.


For further information please contact CQC Regional Engagement Manager John Scott on 07789 875809 or, for media enquiries, call the press office on 020 7448 9401 during office hours. Journalists wishing to speak to the press office outside of office hours can find out how to contact the team here. (Please note: the duty press officer is unable to advise members of the public on health or social care matters). For general enquiries, please call 03000 61 61 61.

Last updated:
29 May 2017

Notes to editors

In October 2014, CQC began to roll out its new inspection regime for adult social care services across England, using specialist teams who will inspect and rate services against what matters to the people who use them. For further information, please visit 'Making the 'Mum test' real'.

Providers must display their ratings on their premises and on their websites so that the public can see their rating quickly and easily. 

About the Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find to help people choose care.