The White 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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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.

Staff provided people with personalised care based upon their needs and preferences. People’s needs assessments informed their care plans which provided staff with guidance on how to provide support in a personalised way. Care records were personalised and contained information about people’s likes and dislikes. People’s cultural needs were identified, respected and met.

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.

Staff worked in partnership with health and social care professionals. This began with initial assessments prior to moving into the service and continued with referrals, specialist assessments, reviews and information sharing. This ensured that people received continuity of care.

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

The provider made information available to people in easy read formats to support their understanding. For example, complaints, safeguarding information and menus were all produced with large print, simple words and colourful images. This enabled people to make informed choices.

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.

The provider gathered the views of people and their relatives through informal conversations and planned meetings such as residents’ meetings and keyworking meetings. The provider also reviewed the views shared in surveys. This meant that people’s voices were heard.

The provider had a complaints process in place and a tracking system to ensure any concerns were dealt with in a timely manner and in accordance with the provider’s complaints procedure.

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

The provider ensured equity in access. People’s needs were assessed and care plans provided staff with guidance on meeting people’s individual needs. The support people required varied and was based upon their needs and preferences.

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.

People’s care records contained outcomes. These were unique to each person. Outcomes varied between people based upon their preferences and individual needs. Outcomes were discussed with people and their relatives at care reviews.

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.

People were supported to plan for their futures. People had person centred plans in place which detailed their preferences and goals. People and their relatives participated in these assessments.

None of the people living at the service were identified as requiring end of life care. However, the registered manager was confident that the service could continue to support people in line with their preferences should their needs change. Referrals to healthcare professionals would support this.