# Westlake Carers Ltd

Westlake Carers Ltd is a CQC-regulated home-care agency in Egham.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Requires improvement |
| Safe | Requires improvement |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Requires improvement |

Rating published: 13/01/2023

## Practical info

- Postcode: TW20 8HE
- Registered manager: Thapa Ghimire, Priti
- Local authority: Surrey
- Region: South East
- City: Egham
- Last CQC check: 13/Jan/2023 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2023-01-19
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2023-01-19
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2023-01-19

### effective

- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2023-01-19
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2023-01-19
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2023-01-19
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2023-01-19
- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2023-01-19

### Other

- Finding
  - Evidence: Registered manager had a clear vision and was proactive in recognising shortfalls and planning improvements.
  - Published: 2023-01-19
- Finding
  - Evidence: Duty of candour applied appropriately; safeguarding referrals made correctly to local team and CQC.
  - Published: 2023-01-19
- Finding
  - Evidence: Infection control measures were in place with staff using appropriate PPE.
  - Published: 2023-01-19
- Finding
  - Evidence: Complaints were handled promptly with apologies and direct contact from the registered manager.
  - Published: 2023-01-19
- Finding
  - Evidence: Staff felt valued and supported, with induction, shadowing, training including the Care Certificate, and one-to-one supervisions scheduled.
  - Published: 2023-01-19
- Finding
  - Evidence: Robust recruitment process with DBS checks, references and right-to-work verification in place.
  - Published: 2023-01-19
- Finding
  - Evidence: Effective involvement of external healthcare professionals including GPs, district nurses and speech and language therapists.
  - Published: 2023-01-19
- Finding
  - Evidence: Staff had good knowledge of people's individual needs and the registered manager was flexible in adjusting care packages.
  - Published: 2023-01-19

### responsive

- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2023-01-19
- Finding
  - Meeting people's communication needs
  - Published: 2023-01-19
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2023-01-19

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2023-01-19
- Finding
  - Staffing and recruitment
  - Published: 2023-01-19
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-01-19
- Finding
  - Learning lessons when things go wrong
  - Published: 2023-01-19
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-01-19
- Finding
  - Using medicines safely
  - Published: 2023-01-19

### well_led

- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-01-19
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-01-19
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2023-01-19
- Finding
  - Continuous learning and improving care; Working in partnership with others
  - Published: 2023-01-19
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-01-19

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-11729908185

HomeCare Compass is an independent guide and is not affiliated with the CQC.