CQC report explained · a nursing home
What the CQC found at West Hill Care Home
Rated Inadequate: inspectors found the home performing badly and the CQC has taken enforcement action.
What inspectors found, September 2022
Rated Requires Improvement; inspectors found kind and responsive care, but medicines, staff supervision and service oversight were not reliable enough.
This was the home’s first inspection. It was unannounced and took place from 9 to 11 August 2022. Inspectors spoke with people, relatives and staff, reviewed care and staff records, observed medicines being given and checked infection control.
People were generally treated kindly and with respect. Inspectors found personalised care plans, good support with food and healthcare, activities, family visits and complaints handling. People and relatives said they felt safe and that staff were kind.
There were important shortfalls. Medicines records and instructions were not always accurate or safe. Some staff did not wear masks correctly, staff supervision was not always provided, and checks by managers had not fixed known problems. The overall rating and the ratings for Safe, Effective and Well-led were Requires Improvement. Caring and Responsive were rated Good.
Kind and respectful care
Inspectors saw positive and inclusive relationships between people and staff. People’s privacy and dignity were respected.
“The interactions between people and staff were positive, caring and inclusive.” from the report
Personalised support
Care plans included people’s backgrounds, preferences and support needs. People and relatives were involved in assessments and reviews.
“Each person had a personalised care plan, which set out how their care and support needs should be met by staff.” from the report
Activities and relationships
The home provided group and individual activities, including music and exercise. Relatives were welcomed and supported to stay involved.
“People who did not want to join in group activities were offered individual support according to their needs and choices.” from the report
Food and healthcare
People were supported to eat and drink enough, including where they needed special diets. Staff worked with health professionals and supported people to attend appointments.
“We observed that people were supported to maintain a well-balanced diet and remain as independent as possible with their meals.” from the report
Medicines were not always safe
seriousInstructions for medicines given when needed were not specific enough. Records for timed medicines, changed prescriptions, creams and patches were also incomplete or inaccurate.
“Failure to follow robust procedures around the management of medicines is a breach of Regulation 12 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.” from the report
Management checks had not fixed problems
seriousAudits had identified concerns but had not consistently brought about improvement. This meant the provider could not be sure that risks were being managed effectively.
“Systems were not robust enough to demonstrate risks to people was effectively managed.” from the report
Staff supervision was inconsistent
needs fixingSome staff did not receive the individual supervision required by the provider’s policy. The manager produced an improvement schedule after the inspection.
“Members of staff were not always supported through individual one to one supervision meetings.” from the report
Dementia-friendly design needed improvement
needs fixingSigns and landmarks were not sufficient to help people living with dementia find bathrooms, bedrooms and other areas independently.
“Ensuring the service fully meets the needs of people living with dementia was an area requiring improvement.” from the report
Some infection control practices were not followed
needs fixingSome staff were not wearing masks or were not wearing them correctly. The manager took corrective steps during the inspection.
“We observed some staff not wearing masks or not wearing them correctly.” from the report
- 01What has been changed so that medicines given when needed have clear instructions and are reviewed regularly?
- 02How do you now check that timed medicines, such as Parkinson’s medicines, are given at the correct times?
- 03How often does each staff member receive supervision, and how do you check that this is happening?
- 04What changes have been made to signs, doors and landmarks to make the dementia areas easier to navigate?
- 05What action plan was sent to the CQC, and what progress has been made on each medicines and governance concern?
This was an unannounced first inspection covering all five key questions, including infection prevention and control; there was no previous rating for comparison. This explanation was written from the published report of 30 September 2022 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 Hill Care Home
Each visit the CQC has published, newest first, back to the day the home was registered.
- September 2022Requires improvementcurrent ratingSafe: Requires improvementEffective: Requires improvementCaring: GoodResponsive: GoodWell-led: Requires improvement
- March 2021
Registered with the Care Quality Commission on 18 March 2021.
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.
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39 live-in carers within about an hour of Kent
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 £980 to £1,260 a week. 33 can care for a couple. 12 years' experience on average.
“Always on time and with a lovely smile for my mum. Theresa is kind and sensitive to my mum's needs.”
“Irene was a very kind and empathetic carer who knew just the right words to say to put a smile on my face.”
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.