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Inspection Summary


Overall summary & rating

Outstanding

Updated 28 July 2018

The inspection took place on 25 and 29 June 2018. The first day of our inspection visit was unannounced.

Whitegates is a 'care home'. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection. Whitegates accommodates up to 37 people within a large adapted building, and specialises in care for older people with physical disabilities and mental health needs, who may be living with dementia. At the time of our inspection, 35 people were living at the home.

A registered manager was in post and present during our inspection. 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.

At the time of our last inspection in September 2015, we rated Whitegates as Good. At this inspection we found the provider had driven further improvements and the service people received was Outstanding.

People living at Whitegates benefited from the strong person-centred culture within the service. The provider took a genuine interest in people’s personal history, skills, interests and aspirations. Armed with this knowledge, they recommended new ideas and opportunities to people, and went the extra mile in supporting them to achieve things which enhanced their quality of life. They consulted with people and their relatives to ensure they felt listened to and valued. The provider forged and maintained strong links within the local community to enhance the support, opportunities and experiences available to people living at the home.

The provider demonstrated a clear commitment to the promotion of equality, diversity and inclusion within the service. They accessed best practice resources and developed bespoke training to enhance staff’s understanding of, and ability to meet, people’s needs associated with their equality characteristics. The provider’s own systems, policies and procedures had been updated to ensure they were able to fully meet the needs of older LGBT people.

The health outcomes for people living at Whitegates had been enhanced, and unnecessary or recurring hospital admissions avoided, through the provider acting proactively in collaboration with local healthcare services. Their ‘early warning sign system’ and the associated efforts to improve the level of clinical expertise amongst the staff team enabled them to better monitor and respond to any deterioration in people’s health. This was achieved with the support of a range of community healthcare professionals and the provider’s in-house multidisciplinary team.

A firm focus was placed upon people eating and drinking well, and the promotion of health and wellbeing through good nutrition and hydration. The provider had organised a range of events during their ‘awareness month’ on nutrition to generate new thinking and improve practice in this area of people’s care and support.

People felt safe living at Whitegates with the support of friendly, caring and approachable staff and management who were passionate in their desire to enable people to live full, vibrant lives. The provider's robust quality assurance systems and processes enabled them to monitor and drive improvement in the quality and safety of the care and support people received.

Inspection areas

Safe

Good

Updated 28 July 2018

The service was Safe.

People were protected from abuse and discrimination by trained staff.

The provider carried out pre-employment checks and maintained appropriate staffing levels to ensure people's safety and wellbeing.

People received their medicines safely and as prescribed.

Effective

Outstanding

Updated 28 July 2018

The service was very Effective.

People experienced enhanced health outcomes, and avoided unnecessary hospitalisation, due to the provider's proactive approach to meeting their health needs and developing the level of clinical expertise amongst the staff team.

People ate and drank well, and any associated risks were assessed and managed with specialist nutritional advice.

Staff had the skills, knowledge and ongoing support to provide safe, effective and high-quality care.

Caring

Good

Updated 28 July 2018

The service was Caring.

Staff adopted a kind, compassionate approach to their work, and took the time to get to know people well as individuals.

People's participation in decision-making that affected them was actively encouraged and supported.

People were treated with dignity and respect at all times.

Responsive

Outstanding

Updated 28 July 2018

The service was very responsive.

The provider went the extra mile to identify and address what was important to people.

People benefited from a rich programme of recreational activities which reflected their preferences and aspirations.

The provider invited the local community into the home to provide people with new experiences, and opportunities to form new relationships.

Robust procedures and dedicated training ensured people's needs associated with protected equality characteristics were assessed and addressed.

Well-led

Good

Updated 28 July 2018

The service was Well-led.

The provider and management team promoted a positive, open and inclusive culture within the service.

People and their relatives had confidence in an accessible and approachable management team.

The provider's quality assurance systems and processes enabled them to monitor and improve the quality of care and support people received.