Westerlands Care Village

Staff were recruited safely and there were enough staff to meet people's needs. Staff understood different types of abuse and internal and external reporting processes. Safeguarding concerns had been appropriately referred and action taken by the provider when required.

People received a varied diet and their preferences were catered for and specialised diets were provided to those who needed them. Most people received appropriate support at mealtimes, though sometimes opportunities to engage people were missed and the management team advised they would address this.

Induction, training and supervision ensured staff had the required skills and knowledge for their roles. Staff worked closely with relevant professionals to ensure people received appropriate care when they needed it.

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.

Quality assurance systems were in place and effectively operated which had a positive impact on the service people received. Systems were in place which enabled people, their relatives and staff to provide feedback on the service and suggestions for improvements. Information from feedback was used to further develop the service.

The management team were open and honest if things went wrong, though written apologies were not always sent.