White Cliffs Lodge

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 provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

The provider was previously in breach of the legal regulation in relation to providing support to people with dignity and respect. Improvements in staff culture and how staff treated and supported people were found at this assessment. The provider was no longer in breach of this regulation.

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.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity. We saw staff protected people’s dignity and privacy when providing personal care and support. People told us they felt comfortable and respected by staff. People’s relatives were complimentary about how staff supported people when they got distressed or found things to be difficult for them to cope with. We observed staff interacting with a person in a compassionate and kind way and providing them with time, attention and listening ear they needed at that moment. A healthcare professional who visited the service said, “[People] seem to be treated well and with respect, it’s lovely to see.”

The provider 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 told us the support staff provided was personalised and staff knew people well. Staff spoke about people as individuals and could explain their personal goals and achievements, interests, strengths, support needs and also difficulties they sometimes coped with. People’s bedrooms and the shared living environment was now personalised and homely.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A person told us staff consulted their support plan with them to see if they wanted any changes and planned their week together with staff around their preferences. A relative told us, “[The person] is much more capable to do things for themselves and requires less prompting, making transitions (from one activity to another) much more readily. [The person] is learning what sorts of thing happen (within their daily routine) and is not as reliant (on staff).” The relative explained how staff encouraged the person to do things for themselves and empowered them to do so by ensuring a quieter home environment and appropriate communication. People’s support records included information on what people could do for themselves, their skills and levels of support they required. People were consulted about their support plans and activities they chose to engage in.

The provider 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. A person told us staff were very good and responsive and answered their calls for support promptly. Staff could explain how they promptly acted and responded compassionately and safely to a person’s health need on the day of the site visit. We saw people were supported in a timely way.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt supported and enabled to learn new skills and to provide better care to people. Staff found the managers approachable and were confident to raise any suggestions or comments with them. The provider had systems and processes in place to recognise good practice and to support their staff in their roles when needed.