The Care Quality Commission gave Whitegates in Bromyard, Herefordshire, an overall outstanding rating, following an unannounced inspection on 25 & 29 June 2018.
The Whitegates Residential Home provides accommodation for persons who require care with dementia, mental health conditions and physical disabilities, to adults over the age of 65.
The care home received outstanding ratings for being effective and responsive and the safe, caring and well-led categories received the rating of good.
CQC inspectors highlighted that the provider had adopted a proactive and innovative approach to preventing hospital admissions. They had taken advantage of strong links with local healthcare services, to enhance their ability to monitor and respond to people's changing health needs, to avoid them experiencing unnecessary or recurring hospital admissions. Obtaining information from West Midlands Ambulance Service, the provider had proactively established the primary causes of hospital admissions for people from care homes. Armed with this information, they developed an 'early warning sign system' (EWS) to enable them to assess individual risk factors, and identify any changes or deterioration in people's health, that may increase the likelihood of a hospital admission. Under this system, the provider's team leaders had received training from local paramedics, enabling them to carry out regular baseline observations on people, such as blood pressure, heart rate and blood oxygen levels. A range of medical equipment had been purchased to facilitate these observations. Staff and management then liaised with the local GP practice to interpret the results of their baseline observations and request anticipatory medication for people, as required.
Respect for people's privacy and dignity was embedded and actively promoted within the service. Residents and relatives highlighted that they felt listened to and respected and confirmed that the service recognised and promoted their need for independence.
CQC inspectors observed that staff spoke to people respectfully, sought their consent before carrying out their routine care, and addressed people's intimate care needs in a sensitive, discreet manner.
One staff member explained, "It's about ensuring people are happy, comfortable and safe, and respecting their choices. You need to bend over backwards for them and ensure they feel wanted."