Westwolds

The number of night staff was found to be slightly fewer than the provider had assessed was necessary; since more people had recently moved into the care home. We discussed that with the registered manager who immediately increased the number of night staff deployed.

Medicines were generally well managed. However, we found the recording of controlled drugs was not in line with best practice guidelines and the registered manager told us they would address that immediately. Care staff understood how to keep people safe from abuse and understood the systems for ensuring people were safeguarded.

People made choices about the care they received from staff and received care which met their needs. The registered manager had successfully increased staff awareness of early intervention to prevent pressure wounds, and no one living at the care home had pressure wounds. Where people could not make decisions for themselves, the provider had appropriate best interest decision making procedures in place. Care plans were generally comprehensive, and staff received the training necessary to carry out their duties; additional training was available to staff who wished to develop their role.

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 enjoyed the food that was provided. Alternative options were readily available, and staff understood people's preferences. People were supported to eat and drink enough to maintain a balanced diet. People were supported to access community-based health care services when they needed to. People were encouraged to personalise their bedrooms and lived in a purpose-built care home which met their housing needs.

People were supported by staff who treated them with kindness and compassion. The staff provided care in ways which maintained people's privacy, dignity and supported them to maintain their independence

where possible. Activity staff provided a range of activities and encouraged people to join in so that potential social isolation would be reduced.

People received care that was responsive to their needs. Staff treated people as individuals and understood their individual requirements and life histories. Information was provided in a range of formats, so people could understand it, and staff took time to explain things to people verbally when required. People's contact with family and friends was encouraged and supported by the provider. A complaints procedure was in place, which people understood how to use. End of life care was provided in a compassionate manner by the care staff.

The management of the service supported people to achieve good outcomes from the care they received. The registered manager provided supportive leadership and was regarded as being approachable and person centred. The provider recognised, and rewarded, staff who went the extra mile when providing care for people. The registered manager understood their responsibilities for being open and honest when something went wrong; and ensured the necessary notifications were made to the CQC and other relevant authorities. The provider asked people, and their relatives and staff, for feedback on the service which was then used to make improvements when necessary.