Westin Care Home

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

In this key question we looked at treating people with Kindness, Compassion and Dignity. We found the home treated people with kindness, compassion and dignity. We saw and heard kind and caring interactions between staff and people. This applied to all staff, including housekeeping staff.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Relatives said their relation was treated with kindness, empathy and compassion. Relatives told us ‘The staff are brilliant, they are courteous and kind, very obliging and I cannot fault the staff.’ ‘The staff are happy and so kind and caring and they hold her hand when she is not happy…’

Staff told us they have time to get to know the person and find out about their likes and dislikes. Staff said: "I have a chat with people who can tell me about themselves. If a person can not communicate verbally and they are in pain or discomfort or ill, I would tell from body language, let the nurse know straight away." And, "I have had time to read the care plan, find out from the person about what the person likes."

We saw and heard kind and caring interactions between staff and people. This applied to all staff, including housekeeping staff, who we heard talking to people and checking they were OK when carrying out their roles. We saw staff speak to people by name, and people appeared relaxed and happy around staff. We saw people look genuinely pleased to see the staff they recognised. Staff took their time with people; they did not rush people.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.