Working at The West Gate

We found 3 breaches of regulation relating to safe care and treatment, safeguarding and the management of the service... Incidents had not always been recognised and reported as safeguarding concerns... Potential risks to people’s health and welfare had not been consistently assessed.

Staff had not received regular supervision and had not consistently received training to meet people’s needs... Some staff had not had a supervision during 2024, and other staff had only had one this year. Staff had not always had training to meet the needs of people, for example, staff had not received catheter care training.

The provider had systems in place to monitor the quality of the service. However, the systems had not been used effectively by the management team. When shortfalls were identified, these were added to an action plan. There had been little action taken to rectify the shortfalls and some actions had not been completed though they had been identified over 6 months previously.

Relatives told us staff had time to spend with people doing what they wanted. Their comments included... staff take the time to do their hair and put nail polish on them.”