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Home Rating

Our home is regulated and rated by the Care Quality Commission, we receive feedback from our residents and their relatives, it is inspected and  rated and recommended by the Cinnamon Trust and our food service is inspected by Cornwall Council. The results of the latest ratings are shown below:

Care Quality Commission

The CQC is an independent inspectorate responsible for the registration and inspection of all care homes. The last CQC inspection report was published on 3rd August 2016 confirmed that the service provided by The White House is rated as GOOD.

If you would like to visit the Care Quality Commission website and see full details and latest inspection reports, please click here:  White House Care Home.

Our Own Quality Assurance – April 2016

This year we received twenty completed questionnaires from the thirty-five given out. The questionnaire asked six questions and the responses were complimentary and positive, see below:

  1. Do you feel you can raise any concerns easily?             95% Yes 5% No

 Comments included:

“Yes. I have never had any trouble.”

“There are no problems raising concerns.”

“Yes staff are always ready to listen and explain.”

“Yes the staff are very approachable. These is usually someone in the office to discuss any problems with.”

“Yes I feel very comfortable doing so.”

““They can be raised but not dealt with in a reasonable time, so constant reminders needed.”

“Very much so. Any concerns are quickly dealt with. Management very approachable.”

  1. Are your concerns dealt with professionally?             100% Yes  0% No

Comments included:

“Haven’t experienced anything that required action.”

“Yes concerns have been very few over the past three years eight months my sister has been in residence.”

“Staff don’t deal with my concerns straight away”

“Yes, always.”

“Yes and we discuss these matters.”

“Yes – professionally and friendly.”

  1. How would you describe the service the White House provides?

The comments made were generally very positive:

“Excellent.”

“Very good. The staff do their best to help you.”

“Professional and friendly.”

“Good in a building not designed for the purpose.”

“Yes it is very good. They couldn’t be better and do all they can. It is very well managed and the staff are very good.”

“Service is always seems very good – I’ve never had cause to think anything different.”

“Excellent like our family.”

“An excellent provider, my sister is looked after in a kind and caring environment. I like the physical layout of the home. It retains the grandeur and charm but has all the facilities necessary to look after the residents in safety and comfort.”

“Safe, caring environment.”

  1. How do you rate the services the White House provides:

All of the responses are shown in the table below:

 

  Excellent Good Average Poor
The Welcome when you visit from staff. 14 6    
The Staff providing Care and support 13 7    
Professional Health care support from local health services 8 12    
Menu and quality of food provided 10 8 2  
Activities 8 8 4  
Environment 8 10 2  
The Garden and outside space 11 9    

     5. Are there any developments you would like us to consider?

Comments and ideas included:

“Residents might appreciate more organised trips if they are able to manage.”

“A conservatory would nice.”

“Modernise the bathrooms.”

“Greenhouse /gardening club”.

CONCLUSION

We aim to provide an excellent service and the survey provided very positive feedback about our service, we will continue to strive to improve our standards.

 

Our Own Quality Assurance – June 2015

Once again we are indebted to our residents, relatives and staff for completing our Annual Quality Assurance Questionnaire sent out in June 2015.

SUMMARY

This year we asked five questions linked to the new inspection format:

  • Is our service safe?
  • Is our service effective?
  • Is our service caring?
  • Is our service responsive?
  • Is our service well-led?

The results were extremely positive in fact there was 100% YES response to all the questions. In addition the comments made were very encouraging showing all people stated that they were satisfied with our service and many made very complimentary comments.

Issues Raised and Action Taken

There were only a few issues raised, which were dealt with on receipt of the questionnaires with the relevant people.

There were no issues, nor developments the identified by the respondents.

A full copy of the report can be obtained by contacting our Manager, Eves.

 

EXAMPLE COMMENTS MADE 

The following are example comments made:

“I feel I am in a safe environment.”

“The staff look after us very well which is nice.”

“I get support day to day.”

“Very caring.”

“Everyone’s caring.”

“Very caring.”

“I am extremely happy with the support and care given to my sister.”

“Staff are friendly, all very obliging in providing what is necessary for E.”

“Allowing individuals to make their decisions where possible.”

“Yes very much so. As a frequent visitor I am extremely impressed as to how the staff work as a “team” and how they treat the residents. As well as showing dignity, respect, and compassion, the staff show much patience, cheerfulness and adopt an optimistic outlook.”

“Is a caring service generally. Notice that residents are chatted to and made to feel noticed and included.”

“My mother had quite a lot of changes to deal with in the last twelve months so I would like to thank all staff for their help enabling her to settle in these last two months in the White House.”

CONCLUSION

We aim to provide an excellent service and the survey provided very positive feedback about our service, we will continue to strive to improve our standards.

The Cinnamon Trust

The Cinnamon Trust awarded The White House five stars.
The Cinnamon Trust has encouraged and helped care homes of all descritptions to welcome residents with pets. All homes on their Pet Friendly Care Homes Register were visited and star rated.

Their comments on our home:

“The White House is situated within a leafy suburb, offering long and short term residential care. There are 34 single rooms, 19 ensuite. Most pets would be welcome and applications assessed on a case-by-case basis. There are currently two cats in residence, one of which is being cared for by the home following the death of its owner. The cats are shared by all and find many a warm and welcoming lap to sit on. Until relatively recently two dogs have also been accommodated by the home and cared for by the staff.The White House is keen to create a homely environment, and perceives pets as an important part of the home. The gardens and grounds are securely fenced and available to pets. Our assessor was made most welcome by staff, residents and pets.”

Cornwall Council

The White House has been inspected by The Commercial Food and Safety Team of Cornwall Council  and has awarded the Home FIVE Stars (their highest award).

 

Our  Complaints, Compliments and Suggestions Policy

“We welcome your views”

We take pride in the operation of our Home.  If there are any complaints from either residents or relatives, we will willingly discuss and investigate them.

Your suggestions and compliments are also most welcome.

Making a complaint

The White House seeks to provide quality care services.  On occasion, however, our clients, or you, may not be entirely happy with the services we have provided and, as a result, may wish to complain.

This tells you how to make a complaint and what action will be taken as a result.

Should I complain?

 Yes, if you are unhappy with any aspect of your or your relative’s care, we need to know so that we can rectify the problem.

Why should I complain?

 There may be certain practices in the Home which may need to be altered and which the manager may be unaware of – unless someone complains.  It is important that we learn about such concerns so that we can improve the quality of service we provide.

How should I complain?

 In the first instance, tell the member of staff with whom you are dealing if you are not satisfied with something.  He or she may be able to resolve it straight away or at least explain why the problem cannot be dealt with.

If you are still not satisfied, ask to see the Manager, Eves Carkeek. If you wish, you can be accompanied by a friend or relative. If she is not available please leave your contact number and she will ring you as soon as possible. If possible, put your complaint in writing. There is a complaints form for this purpose within this document and if you require a replacement please ask.  This will avoid any confusion about the complaint and ensure that it is dealt with quickly.  If you prefer, you can ask a friend or relative to write on your behalf.

What will happen if I complain?

Normally a complaint will be dealt with within fifteen working days and you will receive a telephone call, but if we are unable to contact you in this way, a letter explaining the outcome will be sent.  If it appears to us that the investigation of your complaint will take more time than this, you will be advised of the reasons for the delay.  All complaints will be taken seriously and appropriate investigations undertaken to ensure that they are fully resolved.

What if I am still not satisfied?

If you are still not satisfied with the response to your complaint it will be further investigated by writing to Mr. Peter Westley a director of Platinum Care Limited at the address below:

Platinum Care Limited,  3 Redwoods, Bengeo,Hertford SG14 3BT

If your complaint is not resolved to your satisfaction, and if you pay for your own care, you may wish to refer it to the Local Government Ombudsman whose address and telephone number is as follows:

The Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH

Telephone:  0300 061 0614 or 0845 602 1983

If you have been placed by, or are sponsored financially by your local Social Services Department, your complaint may need to be resolved by this Department.  You will find their address in the local telephone directory.  The Manager can also advise you of the address.

The telephone number for Cornwall Council Adult Social Care is 0300 1234 131. Please ask for the Early Intervention who will direct your call.

Care Quality Commission will take compliments and complaints  and record them against the home to check when they next visit.  The telephone number for them is 03000 61 61 61 or you can email them at enquiries@cqc.org.uk. Alternatively, you can leave feedback on our home via their web site www.cqc.org.uk.

You can also approach your local Councilor, Member of Parliament and Citizens Advice Bureau.