• Care Home
  • Care home

Archived: White Gables Residential Care Home

Overall: Outstanding read more about inspection ratings

16 Stanley Road, Felixstowe, Suffolk, IP11 7DE (01394) 282620

Provided and run by:
Mr & Mrs C A Lewis

Important: The provider of this service changed. See new profile
Important: A review of one or more of the ratings contained within the inspection report has been carried out at the request of the provider. Further to the review the ratings within this report have changed.

All Inspections

26 January 2016

During a routine inspection

White Gables Care Home provides accommodation and personal care for 37 older people, some living with dementia.

There were 37 people living in the service when we inspected on 26 January 2016. This was an unannounced inspection.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People told us and our observations showed outstanding and extremely compassionate carers who consistently demonstrated empathy, understanding and warmth in their interactions with people. Staff had an enhanced knowledge about the people they cared for and understood how to meet their needs. Meaningful relationships had been established between people and all the staff. Feedback from people and their relatives about the care they received was exceptionally complimentary acknowledging the exemplary approach of staff.

Staff were highly motivated and spoke passionately about their job and understood the importance of providing excellent care to the people living in the service. People spoke about the positive impact this has on the way they are cared for, and this was reflected in the feedback we received from people living in the service.

Robust systems were in place which safeguarded the people who used the service from the potential risk of abuse. Staff understood their roles and responsibilities in keeping people safe and actions were taken when they were concerned about people’s safety. Individual care records had risk assessments to ensure the safety of people using the service.

Appropriate systems ensured people received their medication safely.

Staff understood the importance of gaining people’s consent to the care they were providing to enable people to be cared for in the way they wished. The service was up to date with the Deprivation of Liberty Safeguards (DoLS).

Staff were trained and supported to care for people and had the necessary skills to do this. Recruitment processes were in place to ensure that people employed in the service were suitable for the role.

The service had dynamic management and leadership. There was an open and inclusive culture within the service. Staff spoke highly of the management team, and told us they felt supported in their roles.

An effective complaints procedure was in place. Complaints received were responded to in a timely manner with lessons learned and an action plan developed to lessen the likelihood of a reoccurrence.

The service had robust quality assurance systems to drive continual improvement in the service and referred to national guidance on best practice when required.

24 July 2014

During a routine inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, and to pilot a new inspection process being introduced by CQC which looks at the overall quality of the service. 

The inspection was unannounced, which meant the provider and staff did not know that we were coming. At the last inspection in 5 June 2013 the provider met all the requirements we looked at.

White Gables Residential Care Home provides accommodation and personal care for up to 37 older people who may have care needs associated with dementia. All bedrooms are for single occupancy and 36 have an en-suite facility. At the time of our inspection there were 36 people using the service.

A registered manager was in post at White Gables Residential Care Home.  A registered manager is a person who has registered with the Care Quality Commission to manage the service and has the legal responsibility for meeting the requirements of the law as does the provider. We received positive feedback from people who used the service, relatives, staff and healthcare professionals.

People who used the service told us they were treated with kindness, compassion and respect by the staff and were happy with the care they received.

Staff knew how to recognise and respond to abuse correctly. People who used the service were protected from the risk of abuse because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. Any risks associated with people’s care needs were assessed and plans were in place to minimise the risk as far as possible to keep people safe.

CQC monitors the operation of the Mental Capacity Act [MCA] 2005 Deprivation of Liberty Safeguards [DoLS], and to report on what we find. DoLS are a code of practice to supplement the main Mental Capacity Act 2005. These safeguards protect the rights of adults by ensuring that if there are restrictions on their freedom and liberty these are assessed by appropriately trained professionals.

We found the service was meeting the requirements of the DoLS. The registered manager had a full and up to date knowledge of the MCA 2005 and DoLS legislation, and when these applied. Documentation in people’s care plans showed that when decisions had been made about a person’s care, where they lacked capacity, these had been made in the person’s best interests. This meant that people who could not make decisions for themselves were protected.

There were sufficient numbers of suitably skilled staff to meet people’s care needs. In line with the provider’s policy and procedures newly employed staff received an induction and training. Staff told us they were supported in their role. Records seen confirmed that staff received ongoing training, regular supervision, an annual appraisal and opportunities for professional development.   

People were supported to be able to eat and drink sufficient amounts to meet their needs. People told us they liked the food and were provided with a variety of meals including both hot and cold options. We observed that people were encouraged to be as independent as possible but where additional support was needed this was provided in a caring, respectful manner

We looked at people's care records. The records seen showed that care and treatment was planned and assessed to provide safe and appropriate care in accordance with people’s wishes. Information in the records was regularly updated and provided clear guidance to staff on how to meet people’s individual needs, promote their independence and maintain their health and well-being.  People attended appointments with other healthcare professionals such as opticians, physiotherapists, dentists and chiropodists. This showed that people were supported to maintain their health and well-being.

People were complimentary about the care they received and told us how the staff went out of their way for them. Throughout the inspection we observed staff interacting with people in a caring, respectful and compassionate manner. Where people were not always able to express their needs verbally we saw that staff were skilled at responding to people’s non-verbal requests promptly and were attentive to their needs. We found that staff had an in-depth knowledge and understanding of the people they cared for.

People told us that they felt confident and able to raise issues. Records seen showed people’s comments, concerns, compliments and complaints were responded to in line with the provider’s complaints procedure. People were listened to and any issues raised acted upon.

The management team [provider, registered manager and deputy manager] of the service were well established and provided clear and consistent leadership to the staff.

Robust systems were in place which assessed and monitored the quality of the service, including obtaining the views of people who used the service, their relatives; staff employed at the service and visiting health and social care professionals. Feedback received was acted on and used to drive improvement in the service. Records showed that systems for recording and managing complaints, safeguarding concerns and incidents and accidents were managed well and that management took steps to learn from such events and put measures in place which meant they were less likely to happen again.

5 June 2013

During a routine inspection

We spoke with 10 people who used the service. All told us that they were happy with the service they were provided with. One person said, 'I am quite content.' Another person said, 'We get very well looked after, food is good, it is always clean, our laundry gets done.' Another said, 'I'm very impressed.'

People told us that the staff treated them with respect and kindness. One person said, 'They (staff) are all polite.' Another person said, 'All lovely staff, polite and caring, and the superiors.' We spent some time sitting in the lounge and saw that the staff were attentive to people's needs and they interacted with people in a caring, respectful and professional manner.

We looked at the care records of four people who used the service and found that people experienced care, treatment and support that met their needs and protected their rights. People were consulted about the care and support they were provided with.

Staff personnel records that were seen showed that staff were trained and supported to meet the needs of the people who used the service.

We saw that complaints and concerns were responded to and addressed in a timely manner.

4 May 2012

During a routine inspection

We spoke with five people who used the service. They told us they experienced good care and their healthcare needs were met.

We asked people if they were not happy about their care or treatment what they would do and people told us they would speak to the care workers or registered manager if they had concerns. One person told us 'I like it here; I am comfortable and content living here'. Another person said 'The manager is very nice, gentle and has a kind way about them, which makes a lot of difference.'

People told us there was enough trained care workers to support them with their needs. One person said 'They (care workers) are very nice and do anything for you. They go out of their way to help; they are smashing.' Another person told us the care workers 'Offer choice and ask your permission before doing anything they respect you.'

We received positive comments about the food and drinks in the service. One person said 'Each morning someone comes round and offers you a choice of meals'. Another person told us 'I have a good appetite and I am never hungry. Here you always have a clean plate they serve you with and the food is very nice and edible.'

People said there was plenty of activities and things to do in the service. One person said 'There are activities going on most days and we do different things. There is a bit of variety which is good'. They also told us 'The trips out are very popular. It's nice to do something different and we are all looking forward to the seaside trips when it gets warmer.'

People told us they liked their bedrooms and had personalised them with their belongings. One person said 'My room is lovely and has all my bits and pieces in'.

Everyone we spoke with told us they felt safe with their care workers and secure living in White Gables Residential Care Home.