Whiteheart Health Care Wiltshire

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.

This is the first inspection since the service was registered. 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 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 told us staff treated them with kindness, compassion and dignity. Comments from people included, “They are really attentive and kind. I can’t praise them enough” and “They protect my privacy as much as possible.” The registered manager completed regular observations of the way staff were working, to ensure people were treated 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. People told us staff treated them as individuals and met their specific needs. Staff described to us the individual approach they took to meeting people’s needs and demonstrated a good knowledge of people they supported.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us staff supported them to be as independent as possible, only intervening to provide the care they couldn’t do themselves. Care plans set out what people could do for themselves, and the support staff should provide to maximise their independence. Staff told us how they supported people to be as independent as possible, including giving people enough time to do things for themselves where they were able 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. People told us staff responded to their needs and made changes to their support plans where necessary. The registered manager regularly checked with people and completed observations of staff to ensure support was provided in a timely way.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they received the support they needed to do their job well. They said the registered manager was open and they were able to share any concerns they had. Staff were confident the registered manager would act on any concerns they had.