Westview House is a care home registered to provide accommodation for up to 38 people, including people living with a cognitive impairment. At the time of our inspection there were 36 people living in the home. The service also provided personal care support to people, at the early stages of living with dementia, in the local community, known as ‘the hub’. The inspection was unannounced and was carried out on 04 and 08 November 2016.
There was a registered manager in place at the home. A registered manager is a person who has registered with the Care Quality Commission to manage the home. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the home is run.
People and their families told us they felt the home was safe. Staff and the registered manager had received safeguarding training and were able to demonstrate an understanding of the provider’s safeguarding policy and explain the action they would take if they identified any concerns.
The risks relating to people’s health and welfare were assessed and these were recorded along with actions identified to reduce those risks in the least restrictive way. They were personalised and provided sufficient information to allow staff to protect people whilst promoting their independence.
People were supported by staff who were knowledgeable in caring for people with cognitive impairments and had received an induction into the home and appropriate training, professional development and supervision to enable them to meet people’s individual needs. There were enough staff to meet people’s needs and to enable them to engage with people in a relaxed and unhurried manner.
There were suitable systems in place to ensure the safe storage and administration of medicines. Medicines were administered by staff who had received appropriate training and assessments. Staff had developed excellent working relationships with healthcare professionals, such as chiropodists, opticians, dentists, GPs and mental health specialist which enhanced the care people received.
The management team and staff protected people’s rights to make their own decisions. Where people did not have the capacity to consent to care, legislation designed to protect people’s legal rights was followed correctly and confidently by staff.
People were treated with dignity and respect at all times. Staff demonstrated caring and positive relationships with people and were sensitive to their individual choices. Staff were skilled in helping people to express their views and communicated with them in ways they could understand.
People received exceptionally person centred care from staff who knew each person well, their life and what mattered to them. The people using the service experienced a level of care and support that enhanced their wellbeing and improved their quality of life. The service provided support that focused on the individual’s needs and the needs of their families.
People were supported to have enough to eat and drink. Mealtimes were a social event and staff supported people, when necessary in a patient and friendly manner.
People and when appropriate their families were involved in discussions about their care planning, which reflected their assessed needs.
People benefitted from an exceptionally well-managed and organised service and the provider and registered manager led by example. The provider’s clear vision and values underpinned staff practice and put people at the heart of the service. Staff were aware the vision and values, how they related to their work and spoke positively about the culture and management of the home.
The registered manager was very approachable and well supported by the provider. There were comprehensive quality assurance processes in place using formal audits and regular contact with people, relatives, professionals and staff. Family members told us they were given the opportunity to provide feedback about the culture and development of the home and all said they would recommend the service to families and friends. The providers were responsive to new ideas and had developed links with external organisations and professionals to enhance the staff's and their own knowledge of best practice and drive forward improvements.