Whitemoor 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.

Caring – 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 newly registered service. 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 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.

People we spoke with were positive about the kindness of staff and were happy with the way they were being supported. For example, a person told us, “Staff are lovely, they are fantastic.”

We saw staff treat people with kindness and empathy. We saw people had good working relationships with the staff and were able to talk to them openly.

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.

As detailed within other areas of the report, the service ensured support was individualised and person led, this enabled people to develop their confidence and lead fulfilled lives.

Staff knew people and their individual needs and aspirations well. They encouraged people to maintain and develop their skills. People were supported to participate in activities that were important to them. This increased people’s self-confidence and improved their wellbeing”.

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

The service worked with people when they were developing personal relationships, they ensured the person developed the relationship at their own pace and worked with the person so they could remain safe.

The service worked with a person to develop their skills. This meant they could now live more independently. The service was supporting them to move into supported living. The increase in independence has improved the persons’ wellbeing and increased their self-confidence.

A person was supported to gain the confidence and skills to travel a long distance using the train and could visit their family independently. This was important to them as their family could not travel to the service. This meant the person could now see their family whenever they wish.

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.

We observed staff enabling people to improve their communication skills. This meant people’s anxieties had decreased for example, a person who previously spent most of the time in their bedroom was now in the communal areas of the home and choosing to spend time with people. We saw people laughing, singing and helping each other.

People’s wellbeing had improved, staff were able to engage with people, and the use of medical restraint was no longer needed. This had a significantly improved their emotional wellbeing.

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

Staff told us they felt valued, safe and supported. They had clear roles and responsibilities and their workload was manageable. The service recognised and celebrated success, and staff were nominated for care awards. Staff said, “I’m treated very well” and “Staff and management have been very supportive”.