Westbourne Care Home

Infection control practices were in place and staff knew what they needed to do. However, we identified occasions when staff were not wearing their masks correctly. The carpets in the lounges needed to be cleaned or replaced.

People had their care needs met. In most cases this was done in a person-centred way. However, we raised awareness of some areas needing a review to ensure care was always delivered in a way that promoted people's choices and dignity. For example, respecting people's gender preferences of staff.

People were supported to eat and drink well and had access to health and social care professionals as needed. People had access to food, drink and call bells throughout our inspection. We saw that staff were friendly in their approach with people and knew people well. People and relatives were positive about the staff team's approach and abilities.

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. People told us they could choose how care was delivered and how to spend their day.

People and staff said there was generally enough staff to meet people's needs. Agency staff were supporting the home, many having worked at the home often. Staff told us they had enough training and felt well supported.

People had a range of activities and events to get involved with and told us they enjoyed. There was a quarterly newsletter shared with people and relatives to recap on what they had been joining in with. People had end of life care plans in place and staff had been trained. Feedback about the care people received at the end of their lives was positive.

People had their communication needs assessed on moving into the home and reviewed monthly.

Information could be given in a different format and assistive technology available when needed. Staff spoke with people in their preferred way.

The manager was new in post after previously working in the home as a deputy manager. There were management systems in place and the manager was further developing these to drive improvements in the home. People, relatives and staff were positive about the management and leadership in the home.

Lessons learned were recorded and actions implemented. We found that they had made improvements in the areas raised at previous inspections.

Following our feedback, action was taken to address all points raised. These actions, and supporting records provided, gave us reassurance that any risks were mitigated.

We found the manager to be open and responsive to feedback. Visiting healthcare professionals told us that the management team and staff worked well with them.

People told us that their needs were met, and staff were nice. They told us they felt safe. Relatives were confident about the standard of care and told us staff were friendly. Relatives felt the management team and staff were approachable and knew people well. People and relatives were confident to raise any concerns and the manager responded to them appropriately. They looked for themes and trends.