The White House Nursing Home Limited

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 changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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 consistently demonstrated exceptional kindness, compassion and respect in every aspect of care.

People were supported in ways that upheld their dignity, honoured their individuality and created a culture where kindness and respect was the foundation of all interactions. One relative told us, “They respect my [relative] privacy when they are changed, and I don’t feel the need to watch over them.” Staff also extended this respectful and compassionate approach to colleagues and professionals from other organisations, contributing to a positive and collaborative environment. One healthcare professional said, “it is clear to see the home go above and beyond for all their residents and show respect and dignity to all.” Another told us, “I have always found the staff to be very well trained, very well informed, polite, friendly, willing to help, keep good records and respond to telephone and email queries promptly.”

People repeatedly described warm, trusting and genuinely caring relationships with staff. One person told us, “This is one of the best care homes I have lived in…the staff are lovely.” Another commented, “They treat us well,” reflecting a shared experience of consistently positive interpersonal care. Relatives echoed this sentiment, with one saying, “I don’t know a single member of staff here who is not kind… it’s the way they interact with the residents… it’s all done so nicely and with humour.” Such feedback demonstrated the provider’s strong, embedded culture of compassion.

Observations of care showed staff engaging with people in thoughtful, considerate ways—using humour sensitively, creating warmth during activities and responding immediately when someone needed comfort. Staff took time to understand people’s personalities, life histories and preferences, ensuring interactions were meaningful and tailored. One person expressed that their favourite carers were those they could “talk man stuff with,” demonstrating how staff built trusting relationships based on individual preferences and shared connection.

Relatives consistently recognised the dignity‑centred approach to care. One relative told us, “The staff are lovely – they listen to people. They are kind and respectful.” Another described moving their family member from a different service specifically because, “the care is so much better here… she is much happier.” These experiences reflected the provider’s sustained commitment to delivering compassionate, dignified care that enriched people’s wellbeing and sense of belonging.

The provider consistently demonstrated exceptional commitment to treating people as unique individuals, ensuring care was genuinely person‑centred and grounded in a deep understanding of each person’s identity, history and preferences. Staff knew people remarkably well, drawing on detailed knowledge of life stories, routines, likes and dislikes to deliver care that felt familiar, respectful and tailored. People told us staff encouraged them to continue familiar hobbies such as listening to sport, history and knitting for example, and maintain their sense of identity,. A relative remarked, “The care here is person‑centred. They know people and what they need,” reflecting the depth of staff insight and the strong, positive outcomes this created.

People experienced care that was shaped entirely around their personal wishes. Staff invested significant time in learning what mattered most to individuals and consistently adapted support to uphold autonomy and dignity. One relative described how their family member continued to express her personal style through clothes, adding, “She can still choose clothes for herself… she would let them know if they chose for her.” Staff respected and enabled this independence, resulting in care that preserved identity and promoted confidence.

The service went beyond meeting basic needs by actively supporting people’s personal aspirations and long‑held wishes. The provider had introduced a “wish tree,” enabling staff to work creatively with individuals to help them fulfil meaningful goals. These often resulted in individual trips outs such as a day at the races, or group trips to the seaside, and animal experiences in the home, such as visiting alpacas and a miniature pony. Further examples included a person who preferred one‑to‑one engagement receiving weekly visits from a volunteer who shared their interests, and several people participating in an “Adopt a Grandparent” scheme, forming new intergenerational connections that enriched emotional wellbeing and reduced social isolation. Care plans viewed during the inspection were highly detailed, capturing cultural needs, personal routines and important milestones in people’s lives, all of which directly informed day‑to‑day practice.

Relatives and people repeatedly confirmed staff’s deep understanding of individuals. One relative said their family member “would not have had this degree of care” elsewhere and credited the provider with giving their loved one “a new lease of life.” Another described how staff-maintained routines were important to the person. These examples illustrated exceptional personalised care that delivered meaningful, life‑enhancing outcomes for individuals.

The provider demonstrated an exceptional commitment to promoting people’s independence, choice and control in all aspects of daily life.

Care plans were highly detailed and person‑centred, clearly reflecting people’s hobbies, interests and meaningful relationships, showing how staff actively supported people to maintain these. We saw effective use of technology to enhance autonomy, with comprehensive risk assessments enabling people to safely access the internet independently or enjoy personal choices such as having alcohol with meals. These well‑judged assessments ensured people retained control over decisions that mattered to them while remaining safe.

Activities were planned and delivered in direct response to people’s preferences, enabling individuals to pursue their interests both within the home and in the wider community. People benefitted from regular trips to local events and personalised opportunities that supported social connection and meaningful engagement. The provider invested in three activity coordinators, ensuring people had access to a rich programme that included both group and highly personalised one‑to‑one sessions, including dementia‑friendly activities that maximised involvement for those living with cognitive impairment.

The provider also had clear, sensitive policies in place to support sexual safety and meaningful relationships, ensuring people could express themselves, maintain personal identity and experience safe, respectful intimacy where appropriate. Together, these approaches demonstrated a strong and embedded culture that championed people’s independence, upheld their right to choose, and empowered them to maintain control over their daily lives.

People were supported to make meaningful choices about how to spend their time. One person preferred to stay in their room, and relatives confirmed they were never pressured, “My [relative] is never forced to do anything that she does not want to do.” Another person described choosing not to join group activities and opting instead to enjoy their iPad. Staff respected these choices while continuing to offer alternatives.

We observed people expressing their preferences and staff responding to both verbal and non-verbal cues supporting peoples’ control over their day-to-day choices. We saw people had a choice of different communal areas, offering people a choice of environment and activities. Staff described one area as “ a quieter, calmer communal area for those who preferred it.” We also saw people in their own rooms, and in a designated smoking area.

People consistently felt heard and valued when expressing their preferences, whether related to food, routines or daily activities. This had a meaningful impact on their day‑to‑day wellbeing, as staff actively responded to people’s choices and built support around what mattered most to them. One person described confidently requesting their favourite takeaway meals and having their dietary decisions fully respected, demonstrating how the service empowered people to maintain autonomy and enjoyment in their lives.

Relatives also confirmed that staff not only listened to family preferences but acted on them in ways that enhanced people’s comfort, social engagement and emotional wellbeing. One relative told us, “They take our [relative] to the communal area, so she is not in her room all day, which is good for her,” highlighting how staff interventions directly improved the person’s social connection, stimulation and quality of life.

The provider further strengthened inclusion by hosting a monthly friends and family event, creating a shared community where people and their loved ones felt genuinely welcomed, involved and valued. These regular gatherings fostered belonging, strengthened relationships and reinforced the service’s commitment to ensuring people experienced an inclusive environment and meaningful participation.

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.

The provider responded to people’s immediate needs in a timely and compassionate way. People consistently reported that staff were available and attentive. One person explained they “never have to wait very long” after using their call bell, and another said staff were “always in and out” of their room, ensuring regular checks throughout the day.

We observed numerous examples of staff responding quickly and appropriately. The provider had an electronic call bell monitoring system which supported daily management oversight. Staff were also attentive during mealtimes and personal care, responding swiftly when people needed help with positioning, feeding or comfort. People described that if they were unwell, staff acted quickly. One person told us, “If I’m not feeling well, I can get paracetamol… only if I have a bad headache,” showing timely but proportionate responses.

Staff listened when people expressed concerns or dissatisfaction. and people confirmed this. One relative explained, “They are receptive to things… they listen,” and another said minor issues could be dealt with immediately by care workers, demonstrating flexible and responsive systems.

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

Staff consistently described feeling supported by managers and leaders. One carer said, “I have access to all the training I need…managers support my flexible working requirements” demonstrating that wellbeing needs such as work-life balance, development and fairness were actively considered. Another staff member said, “We are well looked after, and managers are very supportive” emphasising a positive culture.

Staff received regular one‑to‑one supervision, and access to training through e‑learning and external programmes. Staff received mentoring and opportunities to progress into more senior roles, or additional training courses to enhance knowledge. This contributed directly to staff morale and confidence.

Staff across roles described pride in their work and commitment to the people they supported. A long-time staff member said, “I love working here” reflecting stable retention and positive workforce experience. The provider had a range of initiatives to support a wellbeing culture which supported consistent, compassionate care for people.