White House

People's experience of using this service: • The service responded and went the extra mile to address people's needs in relation to protected equality characteristics. For example, the service took extra steps to accommodate religious and cultural needs people living at White House. • The service understood the needs of different people and groups of people, and delivered care and support in a way that met these needs and promoted equality. • The service took innovative steps to meet people's information and communication needs over and above complying with the Accessible Information Standard. • People received individual, tailored care and support which led to exceptional outcomes. Care and support met people's needs, and reflected their diversity, preferences and choices. Feedback from people and their family carers always reflected very responsive care and support. • People were safe and staff knew how to keep them safe from harm. The provider had a recruitment process to ensure they had enough staff to support people safely. People received their medicines as prescribed. Staff followed infection control guidance and had access to personal protective equipment. • Staff had the skills and knowledge to meet people's needs. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. People's nutritional needs were met and they received enough to eat and drink to ensure they had a healthy diet. People accessed health care when needed. • People received care and support in a caring environment which promoted their privacy, dignity and independence. The provider took steps to make sure people could be involved in decisions about their care and support. • People's support needs were assessed regularly and planned to ensure they received the assistance they needed. People's support was individualised. People were supported to take part in a range of activities. People's interests, preferences, likes and dislikes were known to staff. The provider had a complaint process which people were aware of and were able to voice any concerns. • The provider had systems in place to investigate and monitor accidents and incidents. The registered manager understood their legal requirements within the law to notify us of all incidents of concern, deaths and safeguarding alerts. The registered manager sought and shared knowledge and ideas, which contributed to improving the service and ensuring up-do-date best practice was followed.

Rating at last inspection: Rated Good overall (last report published 16/12/2016).