White Acres

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 good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff appeared engaged with people and were seen sitting with them, talking and taking part in activities. Staff spoke warmly about the people they supported. Comments included, “The residents are a joy to take care of,” and, “The residents really are the best thing, we wouldn’t be in the job without them and they are a good bunch.”

Most relatives said staff cared deeply about people. One relative told us, “The staff really, really care.” Another relative said, “"It's very good, I live round the corner, I go round on a regular basis, and call in unannounced."

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

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

People were encouraged to be independent and make choices. The registered manager demonstrated an empowering approach and encouraged people to complete tasks without unnecessary staff support. The registered manager was observed encouraging a person to complete a task for themselves by saying, “You can do it, you don’t need me.” One relative also told us, “Staff promote [person’s] independence.”

The provider did not always listen to and understand people’s needs, views and wishes.

People received support from kind and compassionate staff, but staff approach was reported as being inconsistent across shifts. Positive behaviour support plans were missing or lacked detail, and ABC charts (an observation tool to record and understand people’s distress) were not completed and audited effectively. This meant staff did not always have the guidance needed to respond to people’s distress, and opportunities to identify triggers, themes and patterns had been missed.

The provider did not always promote the wellbeing of their staff.

Staff experiences were inconsistent. While some felt supported, others described stress, a lack of direction and gaps in supervision. The provider did not have effective arrangements to make sure all staff received regular and meaningful support.