# White House Home Care Services Limited

White House Home Care Services Limited is a CQC-regulated home-care agency in Beverley.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 28/11/2019

## Practical info

- Postcode: HU17 0LF
- Registered manager: Dunn, Joanne
- Local authority: East Riding of Yorkshire
- Region: Yorkshire & Humberside
- City: Beverley
- Last CQC check: 28/Nov/2019 - 00:00

## Inspection findings

### caring

- Finding
  - Communication and information
  - Published: 2021-10-30
- Finding
  - Dignity, privacy and respect
  - Published: 2021-10-30

### effective

- Finding
  - Training, supervision and support
  - Published: 2021-10-30
- Finding
  - Health and nutritional monitoring
  - Published: 2021-10-30
- Finding
  - Consent and Mental Capacity Act
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: People and relatives were consistently positive about staff, describing them as kind, caring, professional and outstanding.
  - Published: 2021-10-30
- Finding
  - Evidence: A complaints process was in place and people felt able to raise concerns knowing they would be addressed.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff had access to training, supervision and support and described management as open, supportive and approachable.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff monitored people's health and nutritional needs and contacted health professionals on people's behalf when required.
  - Published: 2021-10-30
- Finding
  - Evidence: An electronic monitoring system was in place to log staff arrival and departure times, helping to minimise missed calls.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff knew how to safeguard people from the risk of harm and abuse and knew how to report concerns to appropriate authorities.
  - Published: 2021-10-30
- Finding
  - Evidence: People told us staff were professional, friendly and listened to them; staff respected privacy and dignity and delivered personal care in ways people preferred.
  - Published: 2021-10-30
- **incident_learning** _(critical)_
  - Evidence: Not having a quality monitoring system that was effective in highlighting shortfalls, so they could be addressed in a timely way, was a breach of regulation 17 (good governance).
  - Published: 2021-10-30
- **medication_management** _(minor)_
  - Evidence: There was a minor issue with confusion over codes when medicines were omitted. This was mentioned to the registered manager to address.
  - Published: 2021-10-30
- **governance** _(critical)_
  - Evidence: Several medicines administration record audits had failed to identify inconsistencies in the use codes used by staff or relatives when people had their medicines omitted.
  - Published: 2021-10-30
- **person_centred_care** _(moderate)_
  - Evidence: One person's task sheet indicated staff were to 'make a meal'...'encourage [name] to assist with food preparation'. None of the tasks described how they were to be completed or what the person's preferences were.
  - Published: 2021-10-30
- **care_planning** _(critical)_
  - Evidence: The assessments and task sheets were very basic and did not provide full information about people's needs nor full guidance for staff in how to support people in line with their preferences.
  - Published: 2021-10-30
- **record_keeping** _(critical)_
  - Evidence: Disclosure and barring service (DBS) checks had been completed...However, two of these had been returned after the start date and there was no record that a holding check had been completed.
  - Published: 2021-10-30
- **staffing_levels** _(critical)_
  - Evidence: Out of the six staff files we looked at, three people did not have references and two people had one reference, one of which was returned after their start date.
  - Published: 2021-10-30

### responsive

- Finding
  - Complaints handling
  - Published: 2021-10-30
- Finding
  - Assessment and care planning
  - Published: 2021-10-30

### safe

- Finding
  - Staffing levels
  - Published: 2021-10-30
- Finding
  - Medicines management
  - Published: 2021-10-30
- Finding
  - Safeguarding
  - Published: 2021-10-30
- Finding
  - Recruitment processes
  - Published: 2021-10-30

### well_led

- Finding
  - Leadership and culture
  - Published: 2021-10-30
- Finding
  - Quality monitoring and governance
  - Published: 2021-10-30
- Finding
  - Leadership and staff support
  - Published: 2021-10-30
- Finding
  - Incident learning and improvement
  - Published: 2021-10-30
- Finding
  - Quality assurance and auditing
  - Published: 2021-10-30

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-1116306289

HomeCare Compass is an independent guide and is not affiliated with the CQC.