White Rock 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 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.

There was a welcoming relaxed atmosphere at the service. People appeared relaxed around staff; they were smiling and laughing with them. Throughout the day staff were seen to be kind, respectful, and caring in both their communication and when supporting people with activities. People we spoke with smiled when we spoke about the staff and said, “Lovely person [he or she] is and “happy times here.” We observed staff crouching down to people’s eye level when speaking with them and staff spoke to people and their visitors by name. One person’s relative told us, “It has a happy atmosphere; there is always music playing and they get residents out in the garden when it’s nice.”

People’s relatives we spoke with all spoke highly of the staff. They referred to staff as “wonderful staff”, “so caring and kind” and “the staff always care about us relatives as well which I really appreciate.”

Staff understood how to maintain people’s privacy and dignity. For example, one staff member said, “When providing personal care, I always make sure I pull the curtains, ask people their choices. When we go to the bathroom, I explain what we are doing before anything happens.”

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.

The registered manager told us they liaised with local churches to ensure people’s religious needs were met. Care plans showed how people’s choices and preferences were considered when planning activities. For example, the service had recently signed up to the local community dementia allotment, which was close by, and staff supported people to attend weekly. The registered manager told us some people had told staff they missed going to the library, and so library visits were now arranged. There was a wide range of activities on offer and staff respected people’s choices to take part or not. For example, on one day of our inspection, there was a singer on site, and we heard staff asking people if they wanted to stay and listen or if they would prefer to go another room. We saw staff asking people if they would like to go for a walk around the garden, and when people chose to, we saw this happen.

One person’s relative said, “The staff are very kind and considerate. Whenever I visit it strikes me that they know all the residents and all their needs. [Relative’s] hair is [their] pride and glory, and every couple of months staff will, dye it; they get the right shade and everything. It’s so important to [relative].”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Care plans informed staff how to support people to maintain their independence where able. People’s relatives told us staff did this. One person’s relative said, “Although [relative] is settled there, [relative] gets frustrated and finds the personal care intrusive. With things like food and drink the staff will help but only when necessary. [Relative] was always very independent, and the staff help keep that.”

Staff told us they encouraged people to do as much as possible for themselves in order to maintain their independence. For example, one staff member said, “We had one person come here for respite. We were hoisting this person, but I noticed [they] were trying to sit up. I assessed this person after speaking to nurses and [they] stood up and walked with a frame and continues to do so.” Care plans informed staff to encourage people to do what they could for themselves, such as washing their face or cleaning their teeth where able.

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 saw that staff were available to help people when needed. Call bells were responded to in a timely manner. During the inspection, we overheard one person calling for help. A member of staff immediately responded, saying "[Name], are you ok? Do you need me?"

One person’s relative told us, “[Relative] had an accident when [they] first moved in which resulted in a hospital admission. But the home acted quickly, and my [relative] recovered and came back to the home where [they] remain and where they are safe and happy.”

Records showed staff monitored people’s observations during ‘resident of the day’. One health professional said, “The staff know people really well. Communication is good; we link in with the CHAT team which works well. The staff here are good; I have no concerns.” The CHAT team was the care home assessment team. This was an integrated service from the GP Surgery covering care homes in the local area.

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

The registered manager told us they had no staff vacancies and many of the staff we spoke with had worked at the service for many years. The registered manager said, “Many staff are from overseas and we support them to travel home. We have birthday club, where staff get a birthday card from [provider] with a voucher. The nurses also received a voucher for international nurses’ day recently. When staff achieved their NVQ Level 3 qualification previously, we presented them with cakes.”

There was a mental health champion in post. The registered manager told us they made sure staff were aware that they could go to this person if they had any concerns about their mental health. They said, “We have a mental health folder in the staff room so staff can also access support outside of work.”

Staff told us they felt supported, personally and professionally. One staff member said, “It's like family here. That’s the main reason I work here and have stayed so long; we all help each other.” Staff told us the management team were proactive at resolving any concerns and made themselves available to staff.