West View

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People received kind and compassionate care from staff who used positive and respectful language.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People received kind and compassionate care from staff who used positive and respectful language. People looked at ease with staff, chatting with them and engaging with them with smiles and eye contact. A relative wrote, 'I’d like you to know how much I appreciate the care you are giving (Person’s name) ... the understanding and compassion shown to both of us by you and your staff is making the situation a little easier to bear…you and your staff have shown that (dementia) should be understood and included as part of life at the home.'

Staff were knowledgeable about people’s personalities and understood how best to support them and offer choice. For example, recognising when a person may become upset in a communal area, if it became too noisy, and offering them different options to lessen their stress, such as a walk in the garden. A staff member said, “The residents are all different and when we are reminiscing it is amazing some of their stories and so good listening to them and they tell me about dance halls and what they used to do working, and they are from all over the country...”

Staff were attentive to people’s emotions and support needs such as taking time to engage with people at their pace. Staff members showed warmth and respect when interacting with people. For example, listening to their wishes or observing their actions to support them with their choices.

Staff told us people’s preferences, such as “She needs glasses and hearing aids, and she is quite particular in what clothes she likes to wear and likes her watch.” We observed the individual was wearing these items, as well as being dressed coordinating clothes and jewellery, which showed staff had respected the person’s wishes.

The leadership team ensured care plans promoted people’s right to independence and choice. Care plans identified where staff should enable people to do things for themselves where possible. Care plans reflected people’s right to choice and understood people’s situations and the choices they made around their care.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.