CQC report explained · a residential care home
What the CQC found at Westbrook House
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors were assured about PPE, testing, safe admissions, shielding, social distancing and infection control. They recommended reviews of cleaning and laundry procedures.
- Effective?
- Good
- This question was not assessed in this targeted inspection.
- Caring?
- Good
- This question was not assessed in this targeted inspection.
- Responsive?
- Good
- This question was not assessed in this targeted inspection.
- Well-led?
- Good
- This question was not assessed in this targeted inspection.
What inspectors found, April 2021
Westbrook House was inspected but not rated; inspectors found good infection control, with cleaning and laundry procedures needing review.
This was an unannounced, targeted inspection on 4 February 2021. It checked infection prevention and control during the coronavirus pandemic, rather than the full range of care.
Inspectors were assured that the home used PPE safely, followed distancing and shielding rules, supported safe admissions, and arranged testing. People had infection risk assessments, regular health checks and support to keep in touch with relatives.
Inspectors recommended reviewing cleaning arrangements and resources, and checking laundry procedures to reduce cross-contamination risks. The service was inspected but not rated, so this report does not give an overall quality rating.
PPE and infection control
Staff followed national guidance on PPE. Inspectors were assured that PPE was used effectively and safely.
“Staff followed national guidance when using Personal Protective Equipment (PPE).” from the report
Monitoring health risks
People had risk assessments to help staff respond safely during an outbreak, and their health was checked regularly for COVID-19 symptoms.
“People had risk assessments in place to help staff support them safely in case of an outbreak, and their health was regularly monitored for symptoms of COVID-19.” from the report
Keeping in touch
Although relatives could not visit during the pandemic, staff supported people to maintain meaningful contact.
“People's relatives were not allowed to visit due to the pandemic, but staff supported people to maintain meaningful contact.” from the report
Cleaning arrangements
needs fixingInspectors recommended reviewing current guidance so cleaning was regular and effective, with enough resources for staff to maintain high standards.
“We recommended that the provider reviews current best practice guidance to ensure regular and effective cleaning is carried out and resources are in place to ensure staff can maintain a high standard of cleanliness.” from the report
Laundry procedures
needs fixingInspectors recommended reviewing laundry arrangements to reduce the risk of cross-contamination.
“We further recommended that the provider reviews best practice to ensure their laundry procedures minimise the risks of cross contamination.” from the report
- 01What changes have you made to cleaning procedures since the inspection?
- 02Do staff now have enough cleaning resources to maintain the required standard?
- 03What changes have been made to laundry procedures to reduce cross-contamination?
- 04How do you currently monitor people for signs of infection?
- 05How do you support people to keep in contact with relatives when visits are restricted?
This was an unannounced targeted inspection of infection prevention and control practices during the coronavirus pandemic; it did not provide a full service 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.
What inspectors found, February 2018
Rated Good; inspectors found safe, kind and personalised care, with a small confidentiality issue about records.
The inspection was unannounced and took place on 23 January 2018. One inspector spoke with a person living in the home, relatives, staff and the registered manager. The inspector also reviewed care records, management records and information from health and social care professionals.
The home supported eight people with learning and physical disabilities. Inspectors found that people were safe, medicines were managed properly, staff were trained, and people had access to healthcare when needed.
Staff were kind and respectful. Care plans reflected people's needs, choices and interests. People were supported with activities, day trips and holidays, and relatives were involved in care planning.
All five areas were rated Good. The previous inspection in October 2016 found that the standards checked were met. The home had also improved its well-led rating because the manager was now registered with the CQC.
Safe medicines support
Medicines were stored and given safely. Records matched medicine stocks, and staff had regular competency checks.
“People's medicines were managed safely. Medicines were stored safely and administered by trained staff.” from the report
Kind and respectful staff
Staff knew people well, understood their communication and treated them with dignity in their own home.
“Staff were calm and friendly with people and we observed them interact with people in a warm and caring way.” from the report
Personalised care
Care plans included people's preferences, life histories, relationships, goals and ways to support independence.
“People's care plans were detailed and person centred.” from the report
Activities and inclusion
People were supported to enjoy activities, hobbies, day trips and holidays, with their views included in planning.
“People participated in activities, hobbies and interests on a daily basis and recently all enjoyed a holiday together.” from the report
Improved leadership
The manager was registered with the CQC, and the home used audits, meetings and action plans to monitor care.
“At this inspection we found that the manager in post had registered with the CQC.” from the report
Confidentiality of records
needs fixingSome records were left on the dining table and the office was not locked. Inspectors said this needed to be addressed to protect people's confidentiality.
“However, some records were on the dining table and the office wasn't locked. This was an area that needed to be addressed to ensure people's confidentiality was maintained.” from the report
- 01How are records kept secure and confidential when people and visitors are using shared areas?
- 02How will you make sure the office remains locked and records are not left on the dining table?
- 03How would you support my relative's individual communication needs and recognise what their gestures mean?
- 04What activities, outings and holidays could my relative take part in, based on their interests?
- 05How will you involve my relative and our family in care plan reviews and decisions?
This was an unannounced inspection covering all five CQC areas and the overall quality of the home. This explanation was written from the published report of 9 February 2018 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 Westbrook House
4 rated inspections over 3 years: the service has improved, from Requires improvement to Good.
- April 2021Inspected but not ratedcurrent ratingSafe: Inspected but not rated
- February 2018Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- October 2016Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Requires improvement
- January 2016Requires improvementstayed Requires improvementSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Requires improvement
- April 2015Requires improvementSafe: Requires improvementEffective: Requires improvementCaring: GoodResponsive: Requires improvementWell-led: Requires improvement
- March 2014
Report published without a new overall rating.
- February 2013
Report published without a new overall rating.
- November 2010
Registered with the Care Quality Commission on 25 November 2010.
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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At least 100 live-in carers within about an hour of Hertfordshire
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 £1,300 a week. 82 can care for a couple. 12 years' experience on average.
“She handled the new situation in front of her with such professionalism and I felt I could trust her 100%.”
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