CQC report explained · a residential care home
What the CQC found at West Bank Residential Home
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People were protected from abuse and avoidable harm. Inspectors found suitable risk assessments, safe medicines practice, appropriate staffing and effective infection control.
- Effective?
- Good
- This question was not inspected during this focused visit. Its rating was carried forward from the previous inspection.
- Caring?
- Good
- This question was not inspected during this focused visit. Its rating was carried forward from the previous inspection.
- Responsive?
- Good
- This question was not inspected during this focused visit. Its rating was carried forward from the previous inspection.
- Well-led?
- Good
- Inspectors found a positive culture, effective quality checks and good communication with families. The provider worked with health and social care professionals, although some statutory notifications were submitted late.
What inspectors found, August 2023
West Bank Residential Home is rated Good; inspectors found safe, well-managed care, with a recommendation about late statutory notifications.
This was an unannounced focused inspection on 27 June 2023. One inspector and an assistant inspector spoke with people, a relative, staff and health professionals. They reviewed care plans, medicines records, staff recruitment files, incident records, audits and other documents.
The inspection looked only at Safe and Well-led because concerns had been raised about falls, pressure care, communication with families and leadership. Inspectors found people were protected from abuse, received their medicines as prescribed, and had suitable risk assessments. The home was clean and had enough staff to meet people's needs.
Inspectors found an open and supportive culture. Staff treated people with dignity, families were kept informed, and the provider worked with health and social care professionals. The overall rating remained Good, as did Safe and Well-led. The other three question ratings were carried forward from the previous inspection.
People felt safe
People and relatives said they felt safe. Staff knew how to recognise and report possible abuse.
“People told us they felt safe living at the service.” from the report
Risks were assessed
Inspectors found assessments for falls, skin care, mobility, anxiety and behaviour. Staff worked with health professionals when extra support was needed.
“We saw records confirming that people's mobility had been assessed and appropriate risk assessments were in place to mitigate any risks of falls.” from the report
Medicines were managed safely
Staff were trained and assessed as competent. Records showed that people received their medicines as prescribed.
“Records showed that people received their medicines as prescribed.” from the report
Kind and respectful culture
Staff were observed treating people with dignity and respect. Inspectors found the culture friendly, open and supportive.
“We observed that staff interacted with people in a kind and considerate manner, treating them with dignity and respect.” from the report
Quality was monitored
The provider carried out checks on care plans, risks, medicines, incidents, infection control and health and safety. Issues found were addressed with staff.
“The provider completed audits to monitor the quality of care provided.” from the report
Some notifications were late
minorThe provider had submitted statutory notifications, but some were submitted after a significant delay. Inspectors recommended submitting them without delay.
“However, some notifications were submitted after a significant period of time.” from the report
- 01How will you make sure statutory notifications are submitted without delay?
- 02How will you assess and reduce my relative's risk of falls?
- 03How will you monitor my relative's skin condition and pressure care needs?
- 04How will you tell our family about changes in needs, incidents or accidents?
- 05How do you involve health professionals when a person's needs change?
This was a focused inspection of Safe and Well-led only; the other question ratings and the overall rating used the previous inspection's ratings. This explanation was written from the published report of 5 August 2023 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, June 2019
West Bank Residential Home was rated Good in every area, with kind, personalised care and strong management.
Inspectors visited without notice on 17 April 2019 and later telephoned relatives. They spoke with people living at the home, relatives, staff and visiting professionals. They observed care and checked care records, medicines, training, safeguarding information and management records.
The home provided accommodation and personal care for up to 41 older people. There were 38 people living there. Inspectors found enough staff, safe medicines practice, suitable risk assessments and a clean environment. People received support with food, healthcare, activities and end of life care.
People described the home as homely and said staff were kind, respectful and responsive. Care was planned around people's choices, interests and backgrounds. Inspectors also found that people and relatives were involved in decisions and that the manager used checks, meetings and feedback to improve the service.
The overall rating was Good, as were the ratings for Safe, Effective, Caring, Responsive and Well-led. This was the same overall and individual rating as the previous inspection, published on 3 October 2016.
Kind and respectful care
Inspectors saw warm relationships between staff and residents. Staff supported people's dignity, choices, independence and different beliefs.
“People reported staff were exceptionally caring, compassionate, respectful and empowering.” from the report
Safe staffing and medicines
There were enough staff to meet people's needs, and staffing could be increased when needed. Medicines were stored, given and disposed of safely.
“People received their medicines on time, in a safe way and as prescribed by their GP.” from the report
Personalised activities
The home offered activities linked to people's interests, including gardening, walks, art, baking and visits. Staff also supported people who preferred to stay in their bedrooms.
“The activity coordinators took time and care to plan exciting and stimulating activities for people over seven days a week.” from the report
Strong leadership
The manager was approachable and worked closely with staff, families and health professionals. Audits and meetings helped the home identify and act on improvements.
“The service was consistently managed and well-led.” from the report
Inspectors raised no specific concerns in this report.
- 01How would you make sure there are enough staff if someone is absent or my relative's needs increase?
- 02How would you adapt activities to my relative's interests, communication needs and mobility?
- 03How often would you review my relative's care plan with us if their needs changed?
- 04How would you support my relative's food, drink and special dietary needs?
- 05How would you involve my relative and our family in end of life decisions and care?
This was an unannounced inspection covering all five CQC questions, and the home, premises and care provided were examined. This explanation was written from the published report of 26 June 2019 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of West Bank Residential Home
3 rated inspections over 7 years: the service has held its Good rating throughout.
- August 2023Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- June 2019Goodstayed GoodSafe: GoodWell-led: Good
- October 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- June 2014
Report published without a new overall rating.
- May 2013
Report published without a new overall rating.
- October 2012
Registered with the Care Quality Commission on 4 October 2012.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
Weigh the report against the rest
Fees, photos and reviews from families
How to read CQC ratings and reports
What to check when you visit
11 live-in carers within about an hour of Herefordshire, County of
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £960 to £1,410 a week. 10 can care for a couple. 8 years' experience on average.
“She was very caring, kind and patient to all his needs, she built up a wondetful rapport with him, she was dedicated and was there for him through good times as well as through the tough times”
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.