Westcliff Lodge Limited

On this page

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

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last inspection we rated this key question good. At this inspection the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The service treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People told us they felt listened to. People told us staff were caring and friendly. We observed staff speaking to people respectfully.

The service treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Whilst people’s care documentation did not always evidence their involvement or reflect their individual needs and preferences, people were supported by staff who knew them well and understood how they liked to be supported. Staff were able to share examples of people’s cultural support preferences and tell us about people’s life histories.

The service did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing. The service was not always able to demonstrate how they encouraged people to make choices about their daily care such as how and when they received their personal care or what social activities they enjoyed. People’s care plans did not provide staff with sufficient guidance about how to maintain their independence.

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People and their relatives told us staff responded to call bells and requests for support promptly. Staff understood and anticipated people’s needs.

The service cared about and promoted the wellbeing of their staff. Staff told us they felt supported in their roles and spoke positively about their working environment.