Archived: Westleigh House

' Is the service caring?

' Is the service responsive?

' Is the service safe?

' Is the service effective?

' Is the service well led?

This is a summary of what we found:

Is the service safe?

We found the service to be safe because they had a range of policies and procedures in place to protect the people who lived in the home.

The Care Quality Commission (CQC) monitors the operation of the Deprivation of Liberty Safeguards (DoLS) which applies to care homes. While no applications have needed to be submitted, proper policies and procedures were in place. Relevant staff had been trained to understand when an application should be made and how to submit one.

The home had policies and procedures for staff about recognising and reporting abuse and whistle blowing. We saw these documents were clearly displayed for staff. Staff spoken with were aware of issues of abuse and knew how to report any worries or concerns. They said they felt confident any reports would be fully investigated to ensure that people were protected.

Equipment was well maintained and regularly serviced and all health and safety records were up to date. These checks meant that people were not placed at unnecessary risk

Visitors were only able to access the home when they were let in by staff and all visitors were required to sign a visitors' book when they arrived and left the home. This helped to provide a safe environment for people who used the service.

Staff were able to provide safe, appropriate and personalised care to the people who lived at the home. Each person had a plan which described the care and support they required and how staff should provide it. These plans also included who the important people in their life were, how people communicated, daily routines, preferences and how they made decisions.

We observed that people were relaxed and comfortable with the staff who supported them.

Is the service effective?

We found the service to be effective because people's care treatment and support achieved good outcomes. We also found that people's rights and choices were respected by staff.

We saw staff recorded information about each person on a daily basis. Information included how people had spent their day and how they had responded to activities of daily living. This helped the service to plan ways of supporting people to improve their quality of life.

Each person was allocated a keyworker who they would meet with on a regular basis. We saw the keyworker was involved in the review of people's care needs and preferences with other professionals.

We observed staff were competent and professional in their interactions with people who lived at the home. The atmosphere in the home was relaxed and staff interacted with people in a kind and respectful manner.

Staff used a range of methods to assist people to make choices about their day to day lives. Examples included objects of reference and photographs. We observed staff offering people choices in accordance with their needs and preferences. An example included using photographs of meals to enable people to make menu choices.

People were supported in promoting their independence and community involvement. People were supported to engage in the local community in a variety of ways. Examples included trips out, shopping trips and activities.

Is the service caring?

Staff interactions were kind, patient and professional and people appeared very comfortable with the staff who supported them. People who were able to express themselves verbally made the following comments 'they are kind to me' and 'I am happy.'

Many of the people living at the home had limited verbal communication. However we observed people responded positively when staff interacted with them. We saw staff were skilled in recognising and responding to people's requests even though some people were unable to make their needs known verbally.

Is the service responsive?

The service was responsive to people's needs. Staff had up to date guidance on how to support each individual. We read the care plans of two people who lived at the home. These contained assessments of need and outlined how needs would be met. The assessments were regularly reviewed to ensure they reflected people's up to date needs and preferences.

People's health care needs were monitored and responded to appropriately. Information about people's health needs and contact with health and social care professionals had been recorded. We were informed that the service received good support from health and social care professionals and there were no problems obtaining their input for people when required.

The care and support plans we looked at showed the home had implemented recommendations made by other professionals and ensured people had been provided with the specialised equipment they required. Examples of this included specialist shoes and mobility aids.

People were supported to maintain their independence. One person liked to make themselves a hot drink but, due to their health condition, had found it difficult to lift the kettle. We saw the home had requested an occupational therapy assessment and had purchased a devise based on the recommendations of the occupational therapist. We saw the home had responded to one person's request for a press button device to open their bedroom door. This enabled the person to access their bedroom independently. We observed this person accessing their bedroom during our visit.

Is the service well led?

The service was well led because there were systems in place which monitored the quality of the service provided. The service was proactive in seeking the views of the people who lived at the home and their representatives. We saw the service responded to any comments or suggestions made.

The service was managed by a person who had been registered by the Commission. The registered manager regularly provided 'hands-on' care. This meant they remained up to date with the needs and preferences of the people who lived at the home. The staff we spoke with told us they received the training and support they needed.

The care plans we looked at had been regularly reviewed. This meant that people received care and support which met their up to date needs and preferences. Records showed that the home liaised with people's relatives and representatives as appropriate and that the individual was involved in the review of their care plan where appropriate.

We found procedures were in place to minimise any risks to the people who lived at the home. Regular internal audits had been carried out which monitored the on-going health and safety of people. Internal audits included checks on the home's fire systems, environment, care planning and the management of people's medicines.

Risks to people were assessed and reviewed. If risks could be reduced then appropriate measures were taken. If any incidents or near misses occurred they were reviewed to see if any lessons could be learnt or trends identified. We saw an example where a specialist nurse was requested to assess one person who had experienced a number of falls.

Staff had a very good understanding of the needs and preferences of the people who lived at the home. The care plans we looked at promoted a very person centred approach to care. We found that people’s heath needs had been appropriately monitored and that people had access to a range of health care professionals.

We saw that appropriate procedures were followed for people who were unable to consent to their care or treatment. We saw that decisions had been thoroughly considered and agreed to be in the individuals best interests.

People who lived at the home were supported to take part in a wide range of activities and social events and the home enabled people to maintain contact with their families and friends.

The home followed appropriate procedures for the management and administration of medication. This meant that people received their prescribed medicines when they needed them.

The home had a complaints procedure which provided people who used the service and their representatives with clear information about how to raise any concerns and of how their concerns would be managed.