White Windows

At our last inspection this key question was rated inadequate. At this assessment, the provider had improved, and this key question is now rated good. The environment was now safe, and staff followed guidance to ensure risks to people were managed safely. Infection control measures were now in place and staff followed hygiene practices. There were now enough staff to ensure people’s safety and meet their needs, although people felt there was a noticeable difference when being supported by agency staff. They now had effective systems in place to protect people from abuse. Improvements were still required with the management of some medicines.

At our last inspection this key question was rated requires improvement. At this assessment, the provider had improved, and this key question is now rated good. Processes were in place to ensure care and treatment was provided with the consent of the relevant person. People’s capacity to consent to care and treatment was considered and where appropriate, best interest decisions were made. The service worked well with in partnership with other agencies to ensure people’s healthcare needs were met and managed safely. Processes were in place to ensure people’s needs were assessed prior to admission to the service. People told us the outcomes they experienced in their care and support were much improved.

At our last inspection this key question was rated requires improvement. At this assessment, the provider had improved, and this key question is now rated good. People were treated well by kind, caring and compassionate staff. People told us staff knew them well and treated them as individuals. We observed staff made sure people received support in a dignified way.

At our last inspection this key question was rated requires improvement. At this assessment, the provider had improved, and this key question is now rated good. Staff understood people’s care needs well and supported people in line with their wishes and preferences. People were supported to live healthier lives and had choice and control over the activities they participated in. Staff and leaders ensured people were involved in decision making about their care and support, which was reflected in their care records. However, information was not always provided in formats tailored to people’s individual needs.

At our last inspection this key question was rated inadequate. At this assessment, the provider had improved, and this key question is now rated good. Leaders had good knowledge of the people using the service and although improvements had been made, they were committed to further development. Processes had been put in place to ensure the quality and safety of the service was monitored for improvement. Staff felt confident in raising concerns with management, who they described as open and approachable. People and staff were encouraged to give feedback about the service, which was being used to drive improvements.