Whitefield House

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 80 (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.

There was a strong, person-centred culture as staff demonstrated consistent motivation to provide care and support that was exceptionally compassionate and kind. A relative told us, “I can’t praise them enough; (they) have improved so much since (they) have been there.” Another expressed, “The staff are great, very kind and very patient and they know how to care for (them).”

The registered manager worked tirelessly to develop a welcoming and inclusive environment for families as well as the people they support. A family member reflected on the valued support they were provided by staff, stating, “Well they have been really good, they have been really helpful to me and the family, they do look after both of them really well”.

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.

There were several people living at the home who had varied religious belief. They had areas in the home that residents and staff could use to engage in religious practices.

For people who practiced denominations of Christianity there were links to three different churches,which people were supported to attend should they wish. Communion was also held at the home for those unable to access the community.

For people who practiced Judaism there were strong community links to support residents of the faith. The provider would often speak with other Jewish homes in the area to improve the support they offered to the people. People who wished were supported to visit a local Jewish deli with the cook. People advised the cook on traditional Jewish recipes they enjoy or that held religious significance.

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

Staff respected people’s privacy and were observed knocking on people’s doors prior to entering.

People were consistently encouraged to be as autonomous as possible in their daily lives. They were asked when they would like to shower and what they would like to eat and drink. A staff member told us, “We always give people a choice of when they want to have a shower, people's preferences noted on PCS system."

There was a clear focus on people’s mobility. Those who had variable needs and were assessed as requiring multiple pieces of equipment were offered a choice in how they would like to be supported to mobilise, based on how mobile they felt at that time.

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’s care and support needs were thoroughly considered when they came to live at the home. People were also informed of external services available to them. For example, care files showed people were promptly referred to the doctor when they felt unwell.

Family were also promptly updated regarding any changes to the health and wellbeing of their loved ones. One family member stated, “Staff have been so helpful to me and the family, if we ask for something they do it, it's wonderful.” Another commenting “They get the GP if needed and let me know”.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

There was a clear focus on recognising and rewarding staff commitment and skills. Incentives were in place for length of service, and staff felt their contributions were acknowledged. As a result, morale was high, and staff unanimously reported feeling valued and respected. This approach also had a positive impact on staff retention.

The service supported flexible working arrangements for those who required them, which further contributed to staff wellbeing. Strong working relationships had also been developed with a sister home, which supported collaborative working and shared learning.

Staff were supported in their professional development. Apprentices received regular check-ins from senior staff and the management team, ensuring they felt guided and supported in their roles. Training opportunities were readily available, including access to additional courses that were of interest to staff and relevant to the needs of the people they supported. Staff told us that opportunities for progression were encouraged and supported. Those who were opting to study in other fields of health and social care were encouraged by management to follow their ambition.

Without exception, staff reported feeling well supported by both colleagues and management. All staff reported there was a strong sense of teamwork, and that they were able to talk to anyone within the team. They also felt well supported during difficult times, such as bereavement, where gestures like flowers were provided. Staff described feeling valued and stated they enjoyed coming to work.