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The White House (Curdridge) Limited Outstanding

All reports

Inspection report

Date of Inspection: 3 February 2012
Date of Publication: 12 March 2012
Inspection Report published 12 March 2012 PDF

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

Our judgement

The home had systems in place to monitor the quality of care and support provided to people who use the service. Overall, we found that The White House had met this essential standard.

User experience

We spoke with two relatives who told us that they were regularly asked for their views about the service provided by the home. They received the minutes of the relatives and residents meetings and a newsletter every month. People we spoke with told us that they had “plenty” of opportunities to provide feedback and they had access to the registered manager at any time to highlight any concerns. One person told us that the registered manager always took time to listen to any feedback and made improvements where possible.

Other evidence

The registered manager told us that she undertook regular checks of the home on a monthly basis. These checks covered areas including care plans, kitchen facilities, general cleanliness, infection control, risk assessment of the home, fire, health and safety. For example, a recent check had identified that the fire exit door in the kitchen needed to be replaced. We saw action had been taken to replace the exit door. The Registered Manager also attended the resident association meetings to gain an insight into what changes people using the service wanted.

During another recent check, the registered manager found that the complaints procedure in the home was neither readily available nor up-to-date. She made arrangements for the policy to be updated and communicated this to all relatives and people who use the service through the newsletters and posters throughout the home. As a result of this new policy, all concerns and complaints were logged and were being reviewed weekly by the registered manager and her team. We looked at this log book and found that the home rarely received any complaints. Concerns highlighted by relatives were addressed immediately and the actions taken were recorded in the log book.

We saw the minutes of three resident association meetings and found that requests made by people had been addressed. For example, people wanted to have more pygymy goats, peafowl and rabbits in the Spring in the garden. We spoke with the registered manager who told us that plans were underway to get more of these animals during the Spring. We were shown changes that had already been made in the garden to accommodate the arrival of the animals. People also wanted to see more “musical” films. As a result, the home undertook a survey of what films people wanted to see and a few of these had been recently purchased.

The home undertook yearly feedback from people who use the service and their relatives. The results of these were shared through the newsletter and the home took actions as a result of this feedback. For example, relatives had requested for more activities for people and as previously mentioned, the home has planned to open an activities centre staffed by specialist people that will be begin in March 2012. It will be open from 0930 to 1530 every day of the week including Saturdays and Sundays. We spoke with a relative who told us that his mother was looking forward to this.