White Pearl House

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people felt well-supported, cared for or treated with dignity and respect.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service treated people with kindness, empathy and compassion and respected their privacy and dignity.

People and their relative felt staff treated them with kindness and respect. One relative said, "Yes they are very kind and caring. [Person] likes them." Staff spoke about how they treated people with kindness, compassion and dignity. One staff member said, "We close blinds, I promote independence by encouraging people to get dressed in private. If a service user is to refuse medication, I respect their wishes if we have tried everything."

We witnessed kind, supportive, encouraging and caring interactions during our inspection. On arrival on our first day of the assessment, we witnessed a staff member supporting a servcie user into a car in a kind and compassionate way, they showed patience whilst supporting the servcie user.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People and their relatives felt staff communicated with them effectively during their day-to-day care and supported and treated them as individuals. Staff told us they knew people well and spoke about people’s routines and preferences.

During our walk around, we observed people’s bedrooms were personalised with their chosen items such as photos and belongings important to them where possible.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People and their relatives felt they got to make everyday choices, within reason. People’s relatives spoke positively about the activities on offer. One relative said, "Yes they take [person] out quite a lot. They go to the pub, and [person] only drinks non-alcoholic stuff. [Person] goes out for meals and walks." One relative told us how their loved one was always clean and cared for, they said, "[Person] always smells nice and has clean clothes when [person] comes here."

Staff spoke about how they tried to encourage people’s independence. One staff member said, "I always give options, I try my best to support independence to get them to do what they can for themselves.” Staff supported people to take part in activities important to them. The service had activity charts which were completed, with something going on every day.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People and their relatives felt staff responded to their needs. A thank you card we looked at from someone’s loved on said, "Thank you to all of the care team and all of the staff and management at White Pearl for their first-class care and direction over the last 2 years. …… I honestly do not know how I would have coped without your help and support. I will never be able to thank you enough."

Staff spoke about the different ways they anticipated what people need and also how they had got to know peoples prompts. We observed staff responding to people’s needs by supporting them with things when needed and providing one-to-one support where required.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care.

Staff feedback about wellbeing was positive. Various policies were in place to support staff wellbeing. Staff were able to raise concerns in various ways should they have any and through various channels. Staff health was considered as part of the recruitment process through completion of health questionnaires; this helped the service accommodate any specific needs staff may have.