White Acres

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Staff demonstrated a good knowledge of the people they supported. They were able to describe people's individual preferences, routines, likes and dislikes, and spoke confidently about the support people required throughout the day. Staff knew details such as people's preferred bedtime routines and the television programmes they enjoyed watching, which helped to promote personalised care and positive relationships.

Daily care notes reflected people had received care in line with their assessed needs.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff did not always involve people in decisions about their care or tell them what had changed as a result.

There were some good opportunities for people to express their views, but people and their relatives were not always consulted or kept informed. Changes were sometimes made without seeking their views, communication with relatives varied, and 1 relative told us suggestions were not always followed up.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People received care and support which recognised their individual needs and circumstances. Staff demonstrated a good understanding of people's backgrounds, preferences and support requirements and took these into account when providing care. This helped to promote positive outcomes and ensure people were supported in a way that met their diverse needs.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.