Westwinds Residential Care

We assessed the quality statements from the key questions of safe, effective, caring, responsive and well-led.

We found two breaches of the legal regulations in relation to safe care and treatment, and good governance. The service did not always ensure the risks in the home environment were identified and acted on. People's risks were not always managed effectively. Medicines were not always managed safely. The systems to assess and manage the quality and safety of the service were not always effective. Oversight of staff recruitment records was not always effective.

A lack of information or inconsistent information in people’s care plans and risk assessments meant there was a risk people would not experience a smooth transition between different services. We observed practice which increased the risk of infection spreading. Systems to monitor people’s care and identify issues were not always effective. The service did not always seek people’s consent or ensure the principles of the Mental Capacity Act 2005 had been followed. People could not always access their preferred care and support due to a bathroom being out of service and issues with the stairlift.

However, the service identified and investigated concerns about safety and took action to keep people safe; and safeguarding procedures were followed where required. There were enough suitably trained staff who worked well together.

People’s care was delivered in line with national standards or evidence-based good practice guidance. The service worked well across teams and services to support people. People were referred to health and social care partners for specialist support, where required.

Staff treated people with kindness and respected them as individuals. Staff promoted people’s independence and people could take part in a variety of activities within and outside of the home. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff felt well supported by a dedicated registered manager who prioritised their wellbeing.

The service worked closely with a range of other agencies including GP practices. The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff and managers expressed a commitment to ensuring people did not face discrimination and had equal opportunities within and outside the home. People were supported to plan for their future including their end-of-life preferences.

The management and staff strived to provide person-centred, compassionate care in a homely environment. Staff felt the management team were approachable, inclusive and supportive; and felt they could speak up and their voice would be heard. Staff were valued as individuals, and as equal members of the team. Staff were supported to prioritise time to develop their knowledge and skills.

We have asked the provider for an action plan in response to the concerns found at this assessment.