Whiteoaks Rest 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. We observed staff and the registered manager treating people with kindness and observed they had a good rapport with people. People and their relative’s told us staff were kind, caring and attentive.

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. Most people and relatives told us they were involved in care planning. One person told us, “I have seen my care plans, and my son is involved in telling the provider what I need.”

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 their relatives told us people had choice and control over every aspect of their lives. People told us they choose what to wear, when to get up and go to bed and chose their meals. We observed staff offering people choice and responding to their wishes throughout the inspection.

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 2 incidents during a mealtime observation, medical attention was immediately sought for the person requiring it and another person was supported in a kind and compassionate way when they had a medical incident. It was clear staff, and the registered manager knew people well and responded to their immediate needs with kindness and compassion.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. All staff members we spoke with told us they felt valued, respected, and supported within their roles. One staff member told us, “The providers treat you like family and are very supportive.” Every month a staff member was highlighted as employee of the month, people and relatives were invited to submit nominations.