White Gables Care Home

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

This means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this service under this provider. This key question has been rated Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

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.

People and relatives gave very positive feedback on how they were treated by staff supporting them. One relative said, “This is home from home with good care and happiness.” The overall feedback from relatives was that dignity and respect was seen in all aspects of the care delivered to their family members.

Staff were also very positive about how dignity, respect and kindness were promoted at the service. One senior care worker said, “Dignity is in everything we do. Every step of the way.” All the staff we spoke with were happy with the way their colleagues treated the people who lived at the service and would be happy to recommend their service and for a member of their family to live there. One member of staff said, “There is a culture of kindness (at the service).”

Our observation throughout our visits supported this. We saw staff sitting and spending time with people, they clearly knew the people well and tailored their behaviour to the person they were supporting. We saw a member of staff stop and take a person’s arm to walk with them down the corridor chatting with them. The person liked to walk around the service and clearly liked the staff to stop and chat to them.

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.

The feedback from relatives around staff treating their family members as individual was also very positive. They gave clear examples of how staff worked in a person-centred way. One relative told us their family member had a medical condition which meant they were always feeling cold. They said, “The staff are on a mission to keep [Name] warm and safe.” Another relative said, “I love to see staff sitting and chatting to residents - it’s true that it is the little things that count and to make time to do it is wonderful.”

Staff were able to tell us people’s individual preferences and how they made sure they were accommodated. One staff member told us of a person who enjoyed attending a religious service, they told us staff had arranged for a religious service to be held at the home every 3 weeks. This helped the person come out of their room as they loved the choir. Another staff member said, “Yes, we try to make sure people get the individual care. I know when people get up in a morning, I come in at 6am and there are some people who are awake and I make sure they have cups of tea as I know they like it.”

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

People and relatives told us people made their own choices wherever possible about their preferred daily schedules and other aspects of care. They told us staff knew people and their families very well and involved them in their care. Where people had requested a particular gender of staff to support them with areas such as personal care, they told us this was always accommodated. We saw this information was also recorded in people’s care plans for staff guidance.

Staff were able to give examples of how they worked to support people’s choice and independence based on their knowledge of people’s needs. This included how they supported people with personal care, allowing people to do as much as they could themselves, to help them have as much choice and control as they could. One member of staff said, “We always give people choices about their care and we don’t do anything without their permission.”

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.

People and relatives were happy with the timely way staff responded to people’s needs. Relatives described staff as patient, kind, caring, happy, and always on hand to support people. A number of relatives had witnessed staff stop and talk and hand hold if a person was having a sad day.

Our observation of staff practices during our visits supported the relative’s views. Call bells were not ringing for long periods, we saw staff regularly checking on people who spent time in their rooms and there was always staff in the communal areas actively chatting and supporting people.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff we spoke with told us they were treated well by the managers at the service. Throughout our visits we saw staff and the management team worked well together and staff were very motivated. One member of staff said, “Yes. (I am treated well) They do give me a lot of experiences... I appreciate the flexibleness of this job.” They went on to say they were working to develop their knowledge by undertaking a university course and the registered manager had been accommodating with this. They said, “(Registered manager) helped me grow and become a senior.”

The feedback from across the whole staff team was very positive. Another staff member said, “Yes they value me – the boss comes and says thank you regularly. I am treated well, we are a good team and we have a laugh.”

Staff we spoke with were complimentary about their colleagues and felt team working was promoted at the service. One member of staff said, “We've got a variety (of nationalities). Quite a lot of people (staff) from overseas.” They went on to say they were impressed with their colleagues work ethics.