CQC report explained · a residential care home
What the CQC found at West View
Not yet rated: the CQC has not published a rated inspection for this home, which is usual for a new registration.
What inspectors found, January 2024
Rated Requires Improvement; inspectors found risks in care planning, medicines and oversight, although people described kind care and felt safe.
The inspection was unannounced and took place on 4 and 10 October 2023. Inspectors spoke with people, relatives and staff, and reviewed care plans, recruitment files, training records and quality checks.
The home did not always identify or manage risks safely. Records did not consistently reflect people's changing needs, including weight loss, low fluid intake and diabetes monitoring. Medicines were usually given as prescribed, but storage checks, opening dates and some guidance for staff were missing.
Inspectors also found that mental capacity assessments and best-interest decisions were not always completed for restrictions such as bed rails and sensor mats. The home's systems for checking quality had failed to find these problems. The ratings for Safe, Effective and Well-led were all Requires Improvement.
The overall rating changed from Good at the previous inspection, published in 2017. People and relatives spoke positively about the staff and care, and the provider said improvements were being made.
Enough staff
Inspectors found there were enough staff to meet people's needs. Recruitment checks, including references and DBS checks, were completed before staff started.
“People were supported by enough staff to meet their needs.” from the report
Kind relationships
People and relatives generally felt happy and safe, and described the care and staff positively.
“The staff are wonderful, I'm looked after very well” from the report
Health support
The home worked with health professionals, including a weekly GP visit and community nurses when needed.
“The service had good working relationships with healthcare professionals.” from the report
Respectful mealtimes
Inspectors saw a calm mealtime where staff asked before helping, offered extra portions and supported people to eat independently.
“We observed there was a calm atmosphere during mealtimes with staff respectfully asking people if they needed support before intervening.” from the report
Infection control
Inspectors were assured that infection risks, visitors, protective equipment and the premises were being managed appropriately.
“We were assured that the provider was preventing visitors from catching and spreading infections.” from the report
Health risks not followed up
seriousWeight loss, low fluid intake and missed diabetes checks were not always acted on promptly. This created a risk of avoidable harm.
“People were not always protected from the risk of unsafe care as their care needs and associated risks had not been routinely assessed, updated and monitored.” from the report
Medicines checks
seriousMedicine storage temperatures were not recorded every day. Some as-required medicines lacked guidance, and liquids and creams were not always dated when opened.
“People's medicines were not always managed safely.” from the report
Restrictions and consent
seriousMental capacity assessments and best-interest decisions were missing for some restrictions, so the home could not show that people's rights were protected.
“Some people had restrictions place upon them to protect them from harm such as, sensor alarm mats to alert staff when people walked alone or bed rails in place to stop them falling from bed.” from the report
Weak quality monitoring
seriousThe home's audits and checks did not identify the problems found by inspectors, including gaps in care records, medicines management and risk monitoring.
“Quality assurance and governance systems to assess and monitor the quality and safety of the service provided to people were either not in place, not being completed or were not robust enough to ensure people were protected from the risk of harm.” from the report
Training and supervision gaps
needs fixingThe home had identified gaps in staff training and formal supervision, and was putting an improvement plan in place.
“However, there were gaps in the staffs' training.” from the report
- 01How are you now checking and responding to weight loss and low fluid intake?
- 02How do you make sure diabetes checks are completed as set out in each person's care plan?
- 03How are medicine storage temperatures, opening dates and as-required medicine instructions checked?
- 04How do you complete mental capacity assessments and best-interest decisions before using bed rails or sensor mats?
- 05What changes have been made since the warning notices, and how can I see evidence that they are working?
The report gives ratings for Safe, Effective and Well-led only; it does not give ratings for Caring or Responsive. This explanation was written from the published report of 26 January 2024 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, April 2021
Inspected but not rated; inspectors found strong infection prevention and control arrangements during the COVID-19 pandemic.
This was an announced, targeted inspection on 23 February 2021. It looked at how well the home prevented and controlled infection during the coronavirus pandemic.
Inspectors found clear visiting procedures. Visitors were offered rapid COVID-19 tests, temperature checks, protective equipment and handwashing before entering. The home also had a separate visiting area and helped residents keep in touch with relatives by phone and social media.
Inspectors were assured that the home used protective equipment safely, carried out regular testing, followed social distancing and shielding rules, and had up-to-date infection control policies. Cleaning of frequently touched surfaces had also been increased.
The home was inspected but not rated. This means the report does not give an overall quality rating or ratings for most of the five questions. It is not a full assessment of the home.
Safe visiting
The home had several checks for visitors and created a separate visiting area to reduce infection risks. It also allowed visits in exceptional circumstances during lockdown.
“There were clear processes in place to ensure visitors to the service were prevented from catching and spreading infection.” from the report
Protective equipment
There were sufficient supplies of protective equipment, and staff were observed using it correctly. Staff also changed into uniform and put on protective equipment before starting work.
“Sufficient stocks of PPE was available and was appropriately stored, used and disposed of.” from the report
Testing and training
The home took part in regular whole-home testing. Staff had extra training in infection prevention, handwashing and using protective equipment.
“The service took part in regular COVID-19 'whole home' testing.” from the report
Cleaning and policies
Cleaning had been increased for frequently touched areas, and infection control policies had been reviewed and updated when needed.
“Cleaning schedules and procedures had been enhanced to include more frequent cleaning of touch points such as handrails and light switches, and we saw this taking place during our inspection.” from the report
Inspectors raised no specific concerns in this report.
- 01What are the home's current visiting arrangements, and have they changed since the inspection?
- 02How does the home now manage testing and infection prevention for residents, staff and visitors?
- 03What was the home's most recent full CQC rating for care, staffing, medicines, activities and leadership?
- 04How are relatives supported to keep in touch if visits are restricted?
- 05How often are frequently touched areas cleaned, and how is staff compliance checked?
This was a targeted inspection of infection prevention and control during the coronavirus pandemic; it did not assess the other four key questions or give an overall rating. This explanation was written from the published report of 16 April 2021 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 View
3 rated inspections over 9 years: the service has slipped, from Good to Requires improvement.
- January 2024Requires improvementcurrent ratingSafe: Requires improvementEffective: Requires improvementCaring: GoodResponsive: GoodWell-led: Requires improvement
- April 2021Inspected but not ratedSafe: Inspected but not rated
- August 2017Goodstayed GoodSafe: GoodEffective: GoodWell-led: Good
- July 2015GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- January 2014
Report published without a new overall rating.
- April 2013
Report published without a new overall rating.
- March 2012
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 11 January 2011.
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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17 live-in carers within about an hour of Devon
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 £1,020 to £1,270 a week. 15 can care for a couple. 13 years' experience on average.
“She is such a warm and gentle person while being professional and competent at the same time.”
“She looked after my mum, who can be incredibly challenging, so well and so gently, and we always felt confident that my mum was getting the best care available.”
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.