Archived: Westbourne House

We gathered evidence against the outcomes we inspected to help answer our five key questions; is the service safe? Is the service effective? Is the service caring? Is the service responsive? Is the service well led?

Below is a summary of what we found.

Is the service safe?

People we spoke with said they felt 'very safe' living at Westbourne House. They said, 'I feel safe and supported here', 'I feel safe, the staff are always around to help and the night staff look after me, they keep calling in my room to see I'm safe. I am glad they do.'

People told us their privacy and dignity was respected. They said, 'staff are very polite, we have a laugh as well though' and 'staff always knock on my door and help me as I want them to.'

CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. While no applications had needed to be submitted, relevant policies and procedures were in place. Appropriate staff had been trained to understand when an application should be made, and how to submit one.

We found that risk assessments had been undertaken to identify any potential risk and the actions required to manage the risk. This meant that people were not put at unnecessary risk but also had access to choice and remained in control of decisions about their care and lives.

Is the service effective?

People's health and care needs were assessed with them, and they were involved in writing their support plans.

People had regular care and support review meetings with staff. People told us, 'I sit down with the manager and my key worker and we talk about things. We look at my notes, I know what my notes say and I agree with them.'

Staff were provided with training to ensure they had the skills to meet people's needs.

Staff were provided with formal individual supervision and appraisals to ensure they were adequately supported and their performance was appraised. The manager and provider were accessible to staff for advice and support.

People told us they were happy with the care and support staff provided and their needs were met. It was clear from our observations that staff had a good understanding of people's care and support needs and they knew how to meet them and avoid unnecessary risks.

Other professionals were involved in regular meetings and reviews with each individual to ensure their care and support was still appropriate.

Is the service caring?

During our inspection we saw people were very comfortable in the presence of staff. We observed staff giving support to people throughout the inspection and treated people in a friendly and supportive way.

People confirmed they were happy with the care and support provided. They said, 'the staff are very nice people, it's a lovely place here', 'I like it here, the staff are very friendly, I wouldn't move if you paid me' and 'I'm sound, I would recommend this place and the staff, spot on.'

People's preferences and interests had been recorded and care and support had been provided in accordance with people's wishes. People said they were offered choice in how they spent their day.

Is the service responsive?

People completed a range of activities in and outside the service on a daily basis. People were assisted to access the community, appointments at local health services and took part in day trips and holidays.

People knew how to make a complaint if they were unhappy and said they would tell the manager. They commented, "I see [named manager] most days, they always ask about me and if I am worried about anything, I'm happy though.'

Is the service well-led?

The service worked with other agencies and services to make sure people received their care in a joined up way.

The provider had an effective system in place to identify, assess and manage risks to the health, safety and welfare of people using the service and others.

People said they had regular 'house meetings' were any issues or concerns and plans for the running of the home were discussed and acted upon.

Staff told us they were clear about their roles and responsibilities. Discussions on best practice, improved ways of working and incidents reviews were common throughout one to one supervisions with a manager, formal team meetings and informal discussions.

Relatives spoken with said that they were happy with the care their loved one received. They told us, "It is brilliant here. They (staff) are absolutely brilliant" and "he (relative) is so much better, much more outgoing since he has lived here. I've no worries at all."

Records checked showed that before people received any care, support or treatment they were asked for their consent and the staff acted in accordance with their wishes.

We found that people's needs were identified in care plans. Records showed that people had been involved in the care planning process. People told us that they had regular access to healthcare professionals.

Medication records checked were up to date and medication was stored securely.

The provider had an effective recruitment and selection procedure in place to ensure that staff were appropriately employed.

All of the people we spoke with said they had no complaints or concerns about the home.