White Plains Care Home

People's experience of using this service: The service was extremely caring and placed considerable importance upon staff taking time to build and maintain compassionate relationships with people, their relatives and friends. People and their relatives were very positive about and caring culture of the service and felt highly valued and involved in the development of the service.

People were supported by a staff team who understood their needs exceptionally well. Care planning documentation was extremely thorough and clearly identified people's diverse needs, preferences and choices. The service worked hard to arrange creative activities and events to meet people's individual interests. People at the end of their life were supported in accordance with their wishes and with great sensitivity.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. Healthcare professionals told us the service was very effective at co-ordinating people's health and wellbeing with positive outcomes. Staff received appropriate training and support to ensure they could carry out their roles effectively.

The service had systems in place to promote safety and prevent avoidable harm. Medicines were administered in accordance with people's agreed care plans and management protocols were understood and followed by staff. People's risk assessments addressed their needs and clearly identified hazards, level of risk and safe measure.

The service provided strong leadership to a motivated staff team who felt valued by the registered manager. The service had effective quality assurance processes to measure, document, improve and evaluate the quality of care. There was evidence of continuous learning and improvement to develop dementia strategies to meet people's needs.