Westlake Carers Ltd

Requires improvementRated 13/01/2023Home care · Egham

CQC Key Questions

Safe

Requires improvement

People are protected from abuse and avoidable harm.

Effective

Good

Care achieves good outcomes and quality of life.

Caring

Good

Staff treat people with compassion, dignity, respect.

Responsive

Good

Services are tailored to people's needs.

Well-led

Requires improvement

Leadership and culture support quality care.

What inspectors found

30 findings

Note19 Jan 2023
Respecting and promoting people's privacy, dignity and independence
Note19 Jan 2023
Supporting people to express their views and be involved in making decisions about their care
Note19 Jan 2023
Ensuring people are well treated and supported; respecting equality and diversity

Note19 Jan 2023
Staff working with other agencies to provide consistent, effective, timely care
Note19 Jan 2023
Supporting people to eat and drink enough to maintain a balanced diet
Note19 Jan 2023
Staff support: induction, training, skills and experience
Note19 Jan 2023
Assessing people's needs and choices; delivering care in line with standards, guidance and the law
Note19 Jan 2023
Ensuring consent to care and treatment in line with law and guidance

Note19 Jan 2023
Registered manager had a clear vision and was proactive in recognising shortfalls and planning improvements.
Note19 Jan 2023
Duty of candour applied appropriately; safeguarding referrals made correctly to local team and CQC.
Note19 Jan 2023
Infection control measures were in place with staff using appropriate PPE.
Note19 Jan 2023
Complaints were handled promptly with apologies and direct contact from the registered manager.
Note19 Jan 2023
Staff felt valued and supported, with induction, shadowing, training including the Care Certificate, and one-to-one supervisions scheduled.
Note

Note19 Jan 2023
Improving care quality in response to complaints or concerns
Note19 Jan 2023
Meeting people's communication needs
Note19 Jan 2023
Planning personalised care to ensure people have choice and control and to meet their needs and preferences

Note19 Jan 2023
Preventing and controlling infection
Note19 Jan 2023
Staffing and recruitment
Note19 Jan 2023
Systems and processes to safeguard people from the risk of abuse
Note19 Jan 2023
Learning lessons when things go wrong
Note19 Jan 2023
Assessing risk, safety monitoring and management
Note19 Jan 2023
Using medicines safely

Note19 Jan 2023
Engaging and involving people using the service, the public and staff
Note19 Jan 2023
How the provider understands and acts on the duty of candour
Note19 Jan 2023
Promoting a positive culture that is person-centred, open, inclusive and empowering
Note19 Jan 2023
Continuous learning and improving care; Working in partnership with others
Note19 Jan 2023
Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements