Westcliff Lodge Limited

Updated 3 October 2024

Date of Assessment: 9 October 2024 to 14 October 2024. This service is a residential care home providing support to older people, some of whom are living with dementia. We found 3 breaches of the legal regulations in relation to safe care and treatment, person-centred care and governance. In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/or appeals have been concluded. Risks to people’s safety were not well managed. People’s care did not always reflect their individual needs and preferences. Governance systems were not effective in identifying or addressing areas for improvement. Managers had not always investigated incidents and safety concerns thoroughly to ensure lessons were learnt. The facilities in the service were not always clean and well-maintained. Environmental risks had not been well managed. Not all staff had up to date training. Staff recruitment processes were not always robust. People’s medicines were not always managed safely. People were not always involved in assessments of their needs. Information about people’s care needs was not always up to date and accurate. It was not always clear whether people had enough to eat and drink to stay healthy. People were not always involved in making decisions about their care. The service had not always provided information in ways people could easily understand. Leaders did not always promote a positive culture and shared vision. The service did not demonstrate a culture of continuous learning and improvement. However, staff felt supported in their roles and were treated equally, free from bullying or harassment. People were treated with kindness and compassion. Staff protected their privacy and dignity. Staff made sure people understood their care and treatment to enable them to give informed consent. The service promoted people’s equality in access to care and treatment.

Updated 3 October 2024

People were generally positive when speaking about their care. They told us staff were kind and they felt safe living in the service. Comments included, “The staff are very good, you can’t fault them at all”, “They’re very helpful and nice” and “The carers are very helpful. You couldn’t wish for better." We received mixed feedback about the range and quality of social activities available in the service. Some people could not directly tell us about their experience. We used a structured observation tool to assess whether they received good care. This approach showed us staff were polite and respectful when speaking to people. However, there was a lack of meaningful activities and engagement. People told us they were not always offered choice when being supported with their personal care. Comments included, “They pick your time”, “Sometimes they say you might have to wait. I’ll do one [a bath] in a few days” and “They only do showers here. They don’t do baths. I didn’t know there was a bath.” However, people also said staff and leaders listened to them and acted on their feedback. For example, people told us they had requested more fresh vegetables in their lunchtime meals and this had been addressed straightaway. People confirmed they felt comfortable raising concerns with staff and leaders and were confident these would be acted upon.