# Westhome Care Services Limited

Westhome Care Services Limited is a CQC-regulated home-care agency in Sunderland.

## CQC Ratings

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

Rating published: 12/02/2019

## Practical info

- Postcode: SR5 3PE
- Registered manager: Goudie, Marie
- Local authority: Sunderland
- Region: North East
- City: Sunderland
- Last CQC check: 12/Feb/2019 - 00:00

## Inspection findings

### caring

- Finding
  - Advocacy and independence
  - Published: 2021-10-30
- Finding
  - Communication with people about their care arrangements
  - Published: 2021-10-30
- Finding
  - Continuity of care and introduction of care workers
  - Published: 2021-10-30
- Finding
  - Dignity, respect and kindness
  - Published: 2021-10-30

### effective

- Finding
  - Nutritional support
  - Published: 2021-10-30
- Finding
  - Healthcare professional liaison
  - Published: 2021-10-30
- Finding
  - Mental Capacity Act compliance
  - Published: 2021-10-30
- Finding
  - Supervision and appraisal
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: Nutritional needs assessed and personalised to people's preferences, likes and dislikes
  - Published: 2021-10-30
- Finding
  - Evidence: Risk assessments carried out following assessment of people's needs to ensure safe delivery of care
  - Published: 2021-10-30
- Finding
  - Evidence: Positive culture described as open, inclusive and empowering; staff felt well supported by management
  - Published: 2021-10-30
- Finding
  - Evidence: Complaints procedure developed and implemented with defined roles, timescales, and six complaints all investigated and responded to appropriately
  - Published: 2021-10-30
- Finding
  - Evidence: Stable staff team with mostly permanent rotas, promoting continuity of care and positive relationships
  - Published: 2021-10-30
- Finding
  - Evidence: Staff received regular supervision and an annual appraisal to support and develop them in their role
  - Published: 2021-10-30
- Finding
  - Evidence: Training requirements and completion had much improved since the last inspection, including condition-specific training
  - Published: 2021-10-30
- Finding
  - Evidence: Effective recruitment process in place including DBS checks, references, and induction for 100% of care staff
  - Published: 2021-10-30
- **staff_competency** _(minor)_
  - Evidence: A quality assurance officer had been recruited since the last inspection. We found that this person had no previous experience of quality assessment.
  - Published: 2021-10-30
- **record_keeping** _(moderate)_
  - Evidence: Another person's MAR had some blank spaces where nothing had been recorded... There was no coding in place to explain this.
  - Published: 2021-10-30
- **governance** _(moderate)_
  - Evidence: At the time of the inspection we could not assess the effectiveness of these audits in driving sustainable improvements due to the short period of time that they had been implemented.
  - Published: 2021-10-30
- **care_planning** _(moderate)_
  - Evidence: Care plans were not always person focused and personalised to ensure that people received care that was responsive to their needs. They did not always contain the preferences of people.
  - Published: 2021-10-30
- **consent_capacity** _(moderate)_
  - Evidence: The service did not explore the conditions attached to lasting power of attorneys to ensure that they acted in accordance with decisions made lawfully, and in the best interests of people.
  - Published: 2021-10-30
- **safeguarding** _(critical)_
  - Evidence: Remedial actions were not always risk assessed and adequate controls were not always put in place to effectively protect people from the risk associated with potential abuse or neglect reoccurring.
  - Published: 2021-10-30
- **medication_management** _(critical)_
  - Evidence: Staff were not provided with the appropriate information or systems to enable them to safely administer medication within a community setting.
  - Published: 2021-10-30

### responsive

- Finding
  - Complaints handling
  - Published: 2021-10-30
- Finding
  - Record keeping reflecting care delivered
  - Published: 2021-10-30
- Finding
  - Person-centred care planning
  - Published: 2021-10-30

### well_led

- Finding
  - CQC registration compliance and notifications
  - Published: 2021-10-30
- Finding
  - Leadership approachability and staff support
  - Published: 2021-10-30
- Finding
  - Internal communication systems
  - Published: 2021-10-30
- Finding
  - Quality assurance and audit effectiveness
  - Published: 2021-10-30

## 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/1-2206184943

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