Westlands

Communication between staff at Westlands and people's relatives needed to be improved. Care records did not always show when people refused care and support.

Staff understood their role in safeguarding people. Risks to people's health and wellbeing had been identified, assessed and managed. The provider's checks helped ensure medicines management followed best practice.

People's needs were assessed before they moved to the home to ensure staff had the appropriate skills to meet those needs. Staff received regular training to keep their knowledge and skills up to date. People's healthcare needs were monitored, and they were referred to external healthcare professionals to maintain their health and wellbeing. People were encouraged to eat a healthy and balanced diet and their appetites and weight were monitored.

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 policies and systems in the service supported this practice.

The registered manager was experienced and worked with the provider to develop and maintain systems and processes for reviewing the quality of the care provided. Any issues identified were pulled into a 'home improvement plan'. The provider worked with other organisations and healthcare professionals to improve outcomes for people.