West Hill Care Home

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

People and their relatives told us they felt safe living in West Hill Care Home. Staff were knowledgeable about safeguarding and knew when to report concerns and to whom. People’s risk assessments were clear and comprehensive and provided enough information for staff to provide safe care and manage any risks. There were enough staff deployed to effectively meet people’s needs. The home and people’s rooms were clean and tidy and corridors unobstructed. Medicines were managed safely in accordance with guidelines.

This service scored 66 (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 Learning culture during this assessment. The score for this quality statement is based on the previous rating for Safe.

We did not look at Safe systems, pathways and transitions during this assessment. The score for this quality statement is based on the previous rating for Safe.

We observed staff providing safe and effective care by following the guidance in people’s individual risk assessments. Staff knew what actions may be required to keep people safe.

Safeguarding records were maintained and audited regularly by the management team and lessons learned were shared through meetings or internal messaging systems. Safeguarding records were tracked through to closure. Staff had access to the provider’s safeguarding and whistle blowing procedures and safeguarding was discussed regularly with nurses and care staff.

Staff were knowledgeable about safeguarding and knew how to report signs of abuse and to whom. Staff were confident that actions would be taken if they were to report something. Staff told us and records confirmed that safeguarding training was up to date. Managers had reported safeguarding concerns to the relevant authorities and fully cooperated with any investigations.

People and their relatives told us they felt safe living in West Hill Care Home and were very happy living there. Comments from people included, “Yes, I feel safe, staff are very attentive”, “I am totally safe, I am very active and they still keep an eye on me.” Relative’s comments included, “Yes, they are safe, I am very grateful my relative is here”, and “Yes, staff are always there to help and have endless patience.”

People told us they were involved in assessing their risks and in planning their care. People’s comments included, “Yes, I can choose what I want to do”, and “Yes, the staff are really good and as soon as I am able I will be getting up and doing a bit more.” A relative told us the assessment and care planning was an ‘on-going process’.

The provider had a robust system in place for regularly reviewing the care plans and risk assessments and these were up to date. Any changes in a persons’ needs were shared with staff during handover meetings which were documented. Relatives told us they were updated if there were any changes to their loved one’s care.

Staff knew people well and knew how to manage their risks safely and in accordance with their assessments and care plans. For example, staff were trained in moving and handling people and we saw people using appropriate equipment to support people to move safely.

Care plans and risk assessments were clear, comprehensive and up to date. They contained enough information for staff to provide safe care and manage any risks, such as falls, skin damage or choking. The provider used recognised tools for assessing risks such as skin damage, nutrition, and pain. Daily records of care and support provided were comprehensive. Where people required monitoring charts such as weight, fluids or repositioning, these were in place and had been completed correctly. Where people required special pressure relieving mattresses, the required settings were documented and checked regularly. People received safe care and treatment by staff who knew them very well. Environmental risks were managed including fire safety, hot water, windows, electrics and maintenance of equipment. Each unit had a maintenance folder which was checked daily so that faults could be rectified without delay. Staff had been trained in fire safety and knew how to move people safely if the alarm sounded.

We did not look at Safe environments during this assessment. The score for this quality statement is based on the previous rating for Safe.

The provider used a dependency tool to determine the number of staff and skill mix required to provide safe care. Staff told us they thought there were enough staff. Staff members said, “Yes, there are enough staff, we are busy but not rushed”, and “We are busy, but this is manageable.”

There were enough staff deployed to meet people’s needs. Rotas showed that planned shifts were filled. Call bells were answered quickly. Staff were talking respectfully to each other and with people and relatives as they went about their work. Staff were busy but no one appeared rushed. Nurses were registered with the Nursing and Midwifery Council and the provider had made checks on their personal identification number to confirm their registration status.

People and their relatives told us they thought there were enough staff. People told us, “Yes, there seems to be enough staff”, and “Yes, they are always popping in and out to see that I am alright and have everything I need.” Relatives told us, “Staffing has improved and as far as I can see, no one has to wait long for help”, and “Yes, I think so, they always respond quickly.”

Staff had been recruited safely. Records were maintained to show that checks had been made on employment history, references and the Disclosure and Barring Service (DBS). DBS checks provide information about convictions and cautions held on the Police National Computer. This information helps employers make safer recruitment decisions.

The service was clean and corridors were free from any obstructions. Staff were using appropriate personal protective equipment, and this was disposed of safely. Cleaning schedules were in place and were up to date.

Staff told us they had completed training in infection, prevention and control. Training records were up to date. They were aware of techniques to contain infection outbreaks and prevent infections spreading.

The provider had an infection control policy in place and staff had access to this. Regular infection control audits were undertaken, and actions addressed if any shortfalls were found during audits. The provider had an up-to-date business continuity plan in place.

People and their relatives told us the home and their rooms were kept clean and tidy. People told us, “Yes, it is always clean and tidy”, and “Yes, it is beautiful.” Relatives said, “It is always immaculate and smells nice”, and “It’s lovely, like a hotel.”

Staff responsible for administering medicines had received appropriate training and their competencies were assessed regularly. Training and competency records were up to date.

People told us they got their medicines on time. Medicine administration was recorded electronically, and this had all been completed correctly.

Medicines were ordered in a timely manner and disposed of correctly when no longer needed. Medicines were stored appropriately in locked trolleys, cupboards or fridges and temperature monitoring was in place and had been completed. Creams and bottles were labelled with the dates of opening to ensure they remained safe to use. Risk assessments were in place for certain medicines, such as blood thinning medicines or creams that may present a fire risk. Where people had their medicines through an injection or a patch, sites were rotated to minimise the risk of skin irritation, and this was documented. Body maps were in place for the recording the application of creams. For medicines given as required, for example, pain relief, there were up to date protocols in place. Medicine errors were recorded and investigated. Investigation records showed lessons were learned following incidents. Medicines were audited monthly, and shortfalls or actions were documented and addressed.