The White House

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people’s needs were met through good organisation and delivery.

We did not assess all the quality statements within this key question. We did not identify concerns relating to these areas which we judged as being met at our last inspection.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People’s care plans fully reflected their individual physical, mental, emotional and social needs. People’s relatives told us they were kept informed about changes to people’s needs and involved in decisions about their care and support. People received care and treatment that was individually tailored for them, and the service made reasonable adjustments where necessary.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People felt comfortable raising a concern or complaint and knew who to contact. A relative told us, “I can raise concerns and complaints.’’ A person using the service told us, “If I am upset, I can tell them, they help.’’ People were encouraged to share their views, and the provider actively sought feedback on the quality of service. Relatives confirmed they had the opportunity to attend monthly meetings with the registered manager.

People received information in ways they could understand. The provider offered various formats, including pictures and signs, and was working on developing an electronic easy-read care plan for people using the service.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider helped ensure people had equity of experience and their human rights were promoted and protected.

The provider recognised how, why and where people were most likely to experience inequality and worked with other professionals to remove barriers and achieve the right outcomes. Staff completed equality, diversity, and inclusion training to help them recognise and address discrimination effectively. Staff were also trained in a wide range of health-related matters that helped them attain the best possible health outcomes for people.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.