West Hill Care Home

On this page

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

Staff were caring and treated people respectfully. People’s dignity and privacy was maintained during personal care and people were always offered choices. People were encouraged to maintain their independence by doing things for themselves where they could. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests. The provider’s policies and systems supported this practice.

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.

Staff and people knew each other well. Staff knew people’s preferences but still offered choice, for example when offering drinks or meals. Staff were patient with people and gave them time to respond to questions, talking with them at their own level, using gentle tones, and offering reassurance. Staff recognised and responded to individual needs and promoted independence. One staff member told us, “We don’t assume we know what they want, because we can all change our minds.” Staff told us how they ensure people’s gender preferences are respected when they are having personal care.

People and their relatives told us, without exception, staff were caring, treated them respectfully and maintained their dignity. People told us, “Staff are a very caring bunch, they’re excellent”, “Yes, and they always make sure I’m not embarrassed”, “Staff always check if I want the door open or closed”, and “They are nice to my visitors too.” Relatives said, “What is so special is that they welcome me and make me feel a part of everything”, “The staff are lovely, always very kind”, “Staff are always kind and caring and that extends to families too”, “They never intrude”, and “When I am with my relative, I find it so wonderfully relaxed and peaceful”.

Managers and staff worked closely with different health and social care professionals who visited the service regularly. One partner told us, “I find the staff warm, caring and welcoming, their interactions with the people who live here are kind and respectful. I observed people this lunchtime and found people had choice and could change their mind.” Another visiting professional said, “The care here is excellent and the interactions between staff and residents is fantastic. If I have ever raised any concerns, the staff have been very responsive.”

Staff were providing care and support to people in a calm, but professional manner. Staff were talking with people slowly and respectfully. We heard staff asking people’s consent and saw staff knocking on doors before entering people’s rooms. People were dressed in appropriate clothing of their choice. When staff were supporting people with their personal care, curtains and doors were closed and a sign was placed on the door to indicate that personal care was in progress. This prevented any unnecessary people entering the room at inappropriate times.

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.