Whitemoor House

On this page

• 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

Responsive – this means we looked for evidence that the provider met people’s needs.

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this newly registered service. 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. The provider ensured the service was meeting the standards in “Right support, Right care, Right culture.”

Staff actively encouraged people to achieve their goals. This improved their confidence and quality of life. A relative told us, “The care my loved one received is excellent. They have done everything they can to get to know them and now fully understand my loved one. The staff team can tell when they are unwell or interested in something by body language and gestures”. A person said, “They do everything well, they are good people from the top to the bottom. Everyone is approachable and they have a good knowledge base. I could not ask for more and long may it last”.

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.

People had a staff member who focused on reviewing support with them, called a keyworker. People spent a lot of time with their keyworker and met at least once a week to review their care and support. Keyworkers supported people to choose their goals and decide the steps needed to achieve them. This improved continuity of support. A person told us, “My keyworker is great, we talk about how I want to be supported, and she makes sure the rest of the staff all support me this way”.

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

Information was available in different formats, depending on people’s individual needs. These included, speech generating devices, easy reads, pictures, and Makaton. Makaton is a communication programme using symbols signs and speech to support communication. This enabled people to communicate and make choices about their care and support.

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.

People were encouraged to attend monthly house meetings, which gave people the opportunity to share ideas and make improvements to the service. People told us they could discuss concerns and resolve any problems, they felt listened to and the provider made changes following their feedback.

People were supported to complete audits of quality of care, which were used to develop action plans. People were supported to increase their understanding of what good care looked like, to enable them to identify where things were good or if improvements were needed. People told us they knew how to report concerns. A person said, “If I am not happy, I will speak to [staff member] or [manager]. They will listen and ask me what I feel needs to change”. A family member said, “If I am not happy about anything, I can talk to any of the management, and they listen and we resolve the issue. Not that is has happened often”. Another said, “I feel very valued and listened to. I feel we are all there to provide the best for my loved one”.

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

Staff understood the needs of autistic people and people with a learning disability and worked hard to ensure typical barriers faced by people were removed or mitigated against.

The service was close to public transport links and a range of shops, pubs, cafes and GP practices. People were supported to access these facilities and increase their independence.

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.

Staff understood how the Equality Act 2010 applied to their role. Staff treated people as individuals and made reasonable adjustments for anyone who needed them. This meant people were less likely to experience discrimination.

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.

At the time of the inspection, no one using the service was receiving end of life care. The service worked with people and where appropriate their families to establish the support people wanted to receive at the end of their lives.