West Cliff Hall

West Cliff Hall is a care home providing accommodation and personal care for up to 59 older people, including those living with dementia. This report summarises the findings of a recent inspection by the Care Quality Commission (CQC), focusing on how safe and well-led the service is. The inspection identified areas where improvements are needed to ensure consistent high standards of care. Many residents and their relatives shared positive feedback, highlighting their sense of safety and feeling well looked after by the staff.

On safety, the home has processes for medicine management, but these were not always followed consistently, and there were issues with recording allergies and managing controlled drugs. While safeguarding procedures are in place and staff understand their responsibilities, some aspects of infection control require attention, particularly regarding admission procedures and the consistent use of personal protective equipment. There were also mixed views on staffing levels, with some residents noting that agency staff sometimes struggled to build the same rapport as regular carers.

In terms of how effective the care is, the report noted that while care plans were generally person-centred, there were inconsistencies in how staff were trained and assessed for medication administration, and a lack of consistent documentation for high-risk medicines or for individuals with swallowing difficulties.

Regarding how caring the service is, the majority of comments from residents and relatives were positive, with people feeling safe and well looked after. Staff were described as kind and responsive.

In terms of how responsive the service is, while complaints procedures are followed, there's a need for more consistent recording of all procedural steps. There's also a call for improved training for staff in recognising and managing mental health deterioration in residents, although multi-disciplinary meetings are now helping to address this.

Finally, concerning how well-led the service is, leadership has been inconsistent, impacting the delivery of high-quality, person-centred care. While audits are conducted, the issues they identify are not always effectively actioned. The home has recently welcomed a new manager who is working to improve communication and practices, and there's a recognition of the need for more robust record-keeping to evidence staff training and competency. The service is taking steps to address identified issues, including working with external health professionals to resolve long-standing medication concerns.