White Hill House Residential 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

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 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 were supported by staff who demonstrated kindness, patience, and respect. Staff showed understanding of each person's individual needs, preferences, and personalities. Staff were able to describe how they promoted choice in people's daily routines. People were actively involved in decisions about their care, and supported in ways that reflected their diverse needs, wishes and preferences. For example, we observed staff knocked on doors before they entered them and offered people choices throughout the day.

People said they liked living at the service and the staff supporting them.

People and relatives were positive about the way staff treated them. Comments included, “They are all good staff here. Nothing is too much trouble for them” and “[Staff member] is amazing, but I do get on with all the staff. I have made friends here.”

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.

People and their relatives told us there was a range of activities on offer which catered for a variety of needs. People had access to activity planners, which included activities such as arts and crafts, visits from local schools, BBQs and menu planning.

One relative said, “There is always plenty for [relative] to do and sometimes I join in, everyone is welcome.”

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 those acting on their behalf were provided with a range of opportunities to express their views about the care and support through regular reviews and meetings. The deputy manager knew people well and described how they were empowered to exercise choice and control over their lives. For example, staff routinely asked people if they were happy with their care and whether there was anything they wanted to change, through regular residents’ meetings and one‑to‑one conversations. Care plans included information to promote independence and ensure people were included in decision making.

Feedback indicated staff supported people’s choices and encouraged their independence. One person told us, “I have my independence, I can get up and go to bed when I want to.”

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.

Staff knew people well and could anticipate people’s individual needs. Staff told us, “I understand [people] through their body language and facial expressions,” and “Sometimes [people] just need you to sit with them to avoid feelings of loneliness.” This meant that changes in people’s needs and wellbeing could be identified by the staff.

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

Staff were positive about the support they received to carry out their roles. Comments included, “It is a pleasure to work in an environment where staff feel appreciated and supported in delivering high-quality care” and, “I feel like they support us, any concerns they make an effort.”

Staff told us the whole staff team, including the owner and deputy manager were “supportive.” They told us they felt this included their emotional wellbeing. 

The Nominated Individual always celebrated staff birthdays. A staff member told us, “I am always made to feel an important part of the team.”