What the CQC found at Westwood Care Home

People and relatives described staff as kind, friendly and supportive. Inspectors observed compassionate interactions and found that people's privacy and independence were respected.

“People were treated with kindness and respect. We observed staff being friendly, kind and caring the way they supported people.” from the report

People had choices and enjoyed their meals, snacks and drinks. Staff knew about dietary needs, including diabetes, supplements and cultural or religious requirements.

“People were supported to have enough to eat and drink. People's visitors told us meals, drinks and snacks were readily available through the day.” from the report

People were supported with community nurse visits, hospital appointments and referrals to other health professionals. Prescribed equipment and professional recommendations were followed.

“People were supported to receive regular community nurse visits and to attend regular hospital appointments when required.” from the report

Inspectors found there were enough staff to meet people's needs safely. Some agency staff had worked at the home for a long time and knew people well.

“There were enough staff to safely meet people's needs. People told us staff were available when they needed support.” from the report

The fire risk assessment was out of date, evacuation plans needed review, and parts of the building were poorly maintained. Cleaning arrangements and storage also made some areas difficult to clean.

“The provider had failed to ensure the fire and building standards were properly risk assessed and maintained.” from the report

Medicines were not audited robustly, and not all relevant staff had up-to-date training and competency checks. Accidents and incidents were recorded but not analysed for patterns or lessons.

“The provider had not taken adequate steps to ensure safety risks, and incidents and accidents were assessed and mitigated.” from the report

Staff did not receive regular supervision or appraisals. Training needs, including medicines, safeguarding, infection control and fire evacuation, were not routinely reviewed.

“The provider had failed to ensure staff training needs were reviewed and that regular supervision was in place.” from the report

Some relatives said it was difficult to raise concerns and that they did not receive as many updates as they wanted. Concerns about belongings, bathing and the environment had not been logged.

“Although there was a complaint policy in place, none of these complaints or concerns were logged.” from the report

People had few organised options for activities and going out. There was no activity planner or designated staff member to follow up individual interests.

“There was no activity planner or designated staff member to ensure people's individual and group options for social activities or interests were followed up.” from the report

The home had no registered manager in post for over six months. Audits and feedback systems did not identify problems or drive improvements effectively.

“The provider had failed to ensure governance systems were effective in monitoring service quality, responding to poor quality and driving improvement.” from the report