The White House Nursing Home

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

A system was in place to involve people, relatives and staff in the running and development ofthe home. The provider consulted with key stakeholders through a variety of methods, tocapture their views and make inclusive decisions. A relative said, “Definitely spot on and I have no queries with the home whatsoever. They always call me with and concerns or updates. Plus, they assist with advice too if I am stuck trying to make a decision. They are great at listening.”

Staff felt enabled to make suggestions and share views about the service and felt listened to. A staff member told us, “Our management team are amazing and very supportive. If you have any issues that need to be raised, they work immediately to resolve them. They give feedback and support and ask if you feel the situations have improved since raising concerns.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. People knew how to raise their concerns and felt able to do so. A person told us about a concern they raised with the registered manager which was investigated and acted upon appropriately.

People told us they had raised concerns previously with the registered manager and they had listened and acted. For example, a person raised concerns about the behaviour of a new member of staff. The registered manager investigated the concerns, and disciplinary action was taken.

All complaints or concerns raised were recorded, investigated and appropriately actioned in accordance with the provider’s complaints procedure. A relative told us, “Depending on [Person’s] condition, there are a few people I could complain to but no complaints as such, just concerns and they were acted upon and sorted.”

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

During the site visit we observed areas of the home in need of refurbishment, such as carpets. Some relatives commented on this also, one relative commented, “Decoration wise it is tired but the service provided is excellent.” A new carpet had recently been fitted to the main corridor upstairs and the provider had plans to replace the rest of the carpets and carry out other refurbishment work, such as fitting new ensuites in people’s rooms.

During the assessment we identified 3 recent safeguarding incidents that had been referred to the Local Authority Safeguarding Team, but the provider had failed to notify the Care Quality Commission. We discussed this with the registered manager who apologised for this oversight and took immediate action to rectify the situation. The registered manager informed they were revising the safeguarding log to include a prompt regarding the submission of statutory notifications to mitigate the risk of a recurrence.

There were systems in place to effectively monitor the quality of the service provision to make sure they delivered a high standard of care and to drive improvement.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.