The White House

Staff were recruited safely. There were sufficient staff employed and on duty to meet people's needs and keep them safe over a 24-hour period. This allowed for effective monitoring of people's welfare in the self- contained flats. Staff were very visible during the inspection, anticipating and responding to people's need for support. A relative told us how a new member of staff had 'taken the time' to sing to their family member, telling us, "It's the little things they do that make the difference."

There were robust infection control practices in place. However, government guidance had not been fully understood regarding a member of staff unable to wear a mask for health reasons. The registered manager responded immediately to feedback, taking action to ensure peoples safety.

Care plans were detailed, person centred and reviewed frequently with people, and their relatives where appropriate. They gave staff the information they needed to support people safely in line with their individual needs and preferences. The electronic care planning system ensured information about any changes in people's needs was shared promptly across the staff team.

Relatives spoke highly of the way the home kept them involved and informed about the service and welfare of their family member during lockdown. They could use the 'relatives gateway' to access their relatives' information on the electronic care planning system. This meant they could see and monitor the care being provided in real time and raise concerns if they had any.

People received their medicines safely, and in the way prescribed for them. The provider had good systems to manage safeguarding concerns, accidents and environmental safety. The service worked alongside external health and social care professionals to support people. Safeguarding processes were in place to help protect people from abuse.

The provider and management team had worked to make significant improvements at the service. Feedback from a visiting professional stated, "I have seen significant improvements in the management, communication and professionalism over the last two years."

A comprehensive quality assurance programme was in place. The management team were highly visible on the floor, supporting staff and monitoring practice. The providers visited the service weekly and attended monthly quality monitoring meetings.

There was a transparent and open culture at the service. Staff spoke highly of the improvements made and the way the service was managed. Comments included "It's well managed. They listen. They take on what we are saying. It's not hierarchical. We are all looking out for each other and work really well together." Staff were supported to keep their knowledge and skills up to date and continue with their professional development.

Rating at the last inspection (and update) The last rating for the service was Requires Improvement (published on 10 January 2020).

You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for The White House on our website at www.cqc.org.uk.