White Gables Residential Care Home

There was a strong emphasis on providing people with an extremely caring service where their privacy, independence, choice and dignity were promoted and met. Staff treated people with kindness and compassion, such as using reassuring touch and comfort. Staff were very knowledgeable about people and were committed to ensure their individual and diverse needs and preferences were met. Staff continuously sought and acted on people’s choices regarding their care, and these choices were valued. The provider supported staff wellbeing extremely well, which demonstrated they were valued. As a result, staff worked well as a team to ensure people’s needs were met in a caring and compassionate way.

The management and staff were passionate and committed to providing people with person centred care and ensuring people had an excellent quality of life. There was a range of innovative and thoughtful social activity within the service where people fully participated. The service was a hive of activity, compassion and laughter. There were numerous ways people could provide feedback about their care, and their comments were always valued and used to drive continuous improvement.

The provider had a good learning culture and people could raise concerns. Systems helped to reduce risks of abuse and avoidable harm. The facilities and equipment met people’s needs, were clean and well-maintained and any risks mitigated. A programme of refurbishment was planned and ongoing. Staffing levels were kept under review and staff received training relevant to their role. Staff managed medicines well and safely. We had identified risks associated with medicines and the environment, these were addressed immediately.

People’s needs were assessed and they were involved in the planning of their care, as were their relatives, where appropriate. People had enough to eat and drink to stay healthy. Staff made sure people understood their care and treatment to enable them to give informed consent. Where people lacked capacity to make decisions, systems were in place for decision making in people’s best interests.

Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and extremely supportive, helping staff develop in their roles. Staff understood their roles and responsibilities in providing excellent quality care. Managers worked with the local community to deliver the best possible care and were receptive to new ideas. There was a culture of continuous improvement with staff given time and resources to try new ideas.