Sunday 13 October 2019
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A second Outstanding rating for West Hall, West Byfleet

The Care Quality Commission has yet again found the quality of care provided by West Hall, in Surrey, to be Outstanding.

Inspectors rated the care home at Parvis Road, West Byfleet, Surrey Outstanding for being well led, caring and responsive to people’s needs and Good for being safe and effective. 

West Hall is a care home for older people, some of whom are living with dementia. The service is registered to accommodate up to 117 people living in three separate lodges. 

A full report of the inspection has been published here: www.cqc.org.uk/location/1-442480306

Deborah Ivanova, Deputy Chief Inspector of Adult Social Care, said:

“It is wonderful to see that people living at West Hall were continuing to receive exceptional care with services developed and tailored to their needs and at the same time promoting independence and engagement with the community.

“Staff spent time building meaningful and valued relationships while treating people with compassion, kindness and respect.

“It was clear throughout the inspection, that the staff took pride in their work and went the extra mile for the people they supported. Not only have they kept to a level of excellence but they have taken our report to heart and tried to explore what else they could do to improve the care they offer their clients. I would like to congratulate the service on attaining an overall rating of Outstanding again.

The report highlights a number of areas of outstanding practice, including:

Staff took a key role to engage with the local community and services outside of the service. This networking with external agencies allowed people to achieve things they had always wanted to do. This practice had been sustained since the last inspection.

People's care and support was planned proactively in partnership with them. People knew about their care plans. 

People and relatives told us staff had an excellent understanding of their social and cultural diversity, values and beliefs. Since the last inspection, the registered manager had raised the profile for people who may be from the LGBGT community. There were posters displayed and staff were encouraged to talk about it.

Staff provided exceptional support during end of life care, demonstrating distinctive and thoughtful skills in this aspect.  Including helping families put together presents for special occasions.  Allowing accommodation for families so that everyone can be together, allowing people to share this time with each other and not to have any other practical concerns

Staff were flexible and responsive to people's individual needs and preferences, finding creative ways to enable people to live as full a life as possible. One person liked running and as such a staff member went running with them. Another would like to go shopping and they had been supported to do this. A third person wanted to go swimming each day and in conjunction with their family member's staff had organised transport to the local leisure centre to enable them to do this.