White Gables Care Home

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• 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

This means we looked for evidence that the provider met people’s needs. This is the first assessment for this service under this provider. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

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 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.

There was detailed information in people’s care plans about their individual needs and how they wished their care to be given.

Staff were able to give examples of how people were involved in the decisions about their care. One member of staff told us a person had a telephone assessment review of a long standing illness with a health professional. The member of staff took the telephone into the person’s room on loudspeaker. The person who had a number of concerns about different developing symptoms of their illness was able to discuss everything with the health professional. This had resulted in the person being fully involved with changes to their treatment plan and the health professional arranging for a specialist nurse to come to see the person on a regular basis to ensure the changes were effective for the person.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

As reported above there was a culture at the service of ensuring people received joined up and flexible support around their care needs. A health professional who visited the service weekly told us the service accommodated people with some very complex needs and staff worked hard to ensure people got the right support from themselves and their colleagues. We saw evidence of how people were supported by dietitians and the speech and language therapy (SALT) team to ensure people received the right care.

Throughout our visits we saw people’s relatives were treated as partners in their family member’s care where people needed this support. We saw one relative liked to come to support their family member when eating their lunch. Both the person and their relative benefited from this routine giving the person a sense of continuity of care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Throughout the inspection we saw evidence of information and support being provided in an accessible way for people. Where people needed it there was a number of formats available to people, this included larger print documents or pictures. When supporting people with meals not only were they provided with a menu, staff would take a plate of food to show people their meal choices. A staff member told us one person who had some sight and hearing issues preferred to eat their meal independently. The staff would make sure their hearing aid was working and the person knew what and where food was on their plate, they ensured the person had the correct cutlery and a plate guard to support their independence.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

There was positive feedback from people and their relatives about the way the registered manager and staff responded to any feedback, complaints or ideas they shared. People and relatives knew who to speak to regarding any issues or concerns and felt comfortable discussing issues with the registered manager.

Staff told us they would respond to any concerns or information they were given by people or relatives and that people would be listened to. One staff member said, “If anyone complained to me I would record it and try to sort it there and then and then report to managers and they would deal with any complaints quickly.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Where needed staff supported people to contact relevant health professionals. This included ensuring when needed people had access to dentists, opticians or chiropodists. This was achieved by arranging for health professionals to come to the service or supporting people to attend appointments.

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.

The staff at the service worked with people and their relatives to ensure where people needed support from specialist health professionals they were provided with this. The provider ensured where people were unable to attend appointments for services such as chiropody, dentistry or eye care professionals visited the service to provide this care for people. There was evidence to show staff had advocated for people to ensure they got the best care and support they could.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

There was good collaboration between people, their relatives, staff and relevant health professionals to ensure people’s wishes around their end of life decisions were recorded and acted upon. We saw records of conversations between staff and people regarding their specific wishes about where they wanted to spend their final hours and who they would like with them. There were details of people’s fears and what staff had done to allay those fears, such as obtaining specialist guidance from other health professionals in areas such as pain management and supporting people’s emotional needs.