This was an unannounced inspection that took place on 30 October and 6 November 2017.

White Farm Lodge is a care home providing care and support for up to 60 older people, who may have dementia. The service is located in the Hampton area of west London.

The home had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

At the last inspection in November 2015 all the key questions of safe, effective, caring, responsive and well-led were rated good and there was an overall rating of good.

People, their relatives and staff said that the home was a nice safe place to live and work in. Staff respectfully delivered good care and support in a way that people enjoyed and enabled people to do the things they wanted to and join in the activities provided if they wished.

The home provided a warm and friendly atmosphere with visitors made welcome. The home was well-maintained and clean.

People’s and the home’s records were kept up to date with clearly recorded, fully completed, and regularly reviewed information. This enabled staff to perform their duties appropriately.

Staff knew the people they provided a service for well and this included their likes, dislikes, routines and preferences. During our visit people received the same attentive service and everyone was treated equally with staff performing their duties in a kind and caring way. Staff had appropriate skills, qualifications and were focussed on providing individualised care and support in a professional, friendly and compassionate manner. Whilst being professional they made themselves accessible to people and their relatives in a friendly, approachable way.

Staff said they had access to good training, support and career advancement.

People were protected from nutrition and hydration associated risks with balanced diets that also met their likes, dislikes and preferences. They said the choice of meals and quality of the food provided was very good. People were encouraged to discuss health needs with staff and had access to community based health care professionals, if they required them. People were prompted to eat their meals and drink at their own pace.

The home’s management team was approachable, responsive, encouraged feedback from people and their relatives and consistently monitored and assessed the quality of the service provided.

Whitefarm Lodge provides accommodation for up to 60 people who require nursing or personal care and support over three floors. When we visited, 46 people were living in the home as part of the ground floor was being refurbished.

On the day of the inspection people told us they felt safe and well cared for in the home and our observations confirmed this.

People said they were able to make choices in their daily life. For example we saw people received the support they needed at lunch time and they were encouraged to make choices about what they ate and drank. People also told us they were able to choose their daily routines and which activities they joined in with.

The care staff we spoke with demonstrated a good knowledge of people’s care needs, significant people and events in their lives and their daily routines and preferences. They also understood the provider’s safeguarding procedures and could explain how they would protect people if they had any concerns.

The home’s registered manager had been in post for more than 10 years, provided good leadership and supported staff to fulfil their roles.

We found the provider to be meeting the requirements of the Deprivation of Liberty Safeguards.

We spoke with eleven people who use the service, two visitors, eight members of staff and the registered manager during this unannounced inspection visit.

People told us "the staff are very good", "they come when I call", "staff respect my privacy and dignity", "I couldn't be better looked after" and "I'm very happy living here". Comments about the food were positive and included "the food is very good", "we get plenty of choice" and "always enough to eat". Some people said that they had enough to do during the day. People said the home was kept clean.

Visitors said "staff are welcoming", "staff are kind and considerate", "staff know people and how to meet their needs and they said that there were enough staff working at the home to meet people's needs. One person told us that they would raise concerns and complaints with the manager saying "he will listen to my point and I would most definitely be taken seriously".

Staff were happy to be working at Whitefarm Lodge. They said one of the things the service did well was provided good care and support to people. Staff said that they had the training and support they needed to do their job and felt that there were enough staff to meet the needs of the people living there.

We saw some good interactions between staff and people who use the service. Staff generally talked to people about what they were doing, giving them choices and checking they were satisfied with the care or support being provided.

We visited Whitefarm Lodge at 5am on the 27 March 2013 after we received information of concern suggesting that people were being got up, washed, dressed and returned to bed at 4.30am.

We spoke with three people who use the service and six members of staff. We saw most people were in bed asleep in their night attire at the time of our visit. Two people who were awake said "I get up early and have done for years" and "I wake early but stay in bed and staff bring me a drink and breakfast later". They confirmed that they went to bed and got up at times of their choice. Night staff said they checked people during the night and made people comfortable when required. They told us the day staff generally supported people to get up and dressed after 7.30am.

We met and spoke with people who live and work at Whitefarm Lodge and some of their visitors. We also spent time observing how people were being treated and cared for. We saw that the staff treated people with kindness and respect. They were polite, caring and engaged with people in a meaningful way. The people who we spoke with told us that they liked the home. One person said, ‘’there is such a wonderful atmosphere here’’ and another person told us, ‘’they really look after you and make sure you have everything you need.’’ People spoke fondly of the staff saying that they were very caring. One person said, ‘’everyone gets special attention and treatment.’’ They told us that the manager was very kind and supportive. One person said, ‘’he is a marvel’’. Some people told us that their health and well-being had improved since they moved to the home.

The staff we spoke with told us that they felt supported. They said that they had regular meetings with their manager and each other, that they worked well as a team and that they had plenty of opportunities for training.

There were appropriate systems for monitoring the quality of the service, including opportunities for people living there to influence change.

We carried out this review to look at how the home was caring for people and making sure they were safe during the hot weather.

People who live at the home told us that they were happy there and the staff looked after them. We spoke to a relative of someone who lives at the home. They told us that the home was ‘ever so good’, also saying, ‘I thank my lucky stars’ their relative lived there. They said that if they had any concerns the staff dealt with these promptly. They said that they felt the staff knew how to care for people in the hot weather.

This was an unannounced inspection that took place on 10 and 11 November 2015.

Whitefarm Lodge is a nursing home up to 60 older people. Accommodation is provided over three floors with one floor offering nursing care for people with dementia and two floors providing residential care. The home is operated by Care UK who have two other similar services in the Richmond area.

The home had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

In July 2013, our inspection found that the home met the regulations we inspected against. At this inspection the home met the regulations.

People and their relatives said the home provided a good service and they enjoyed living there. The staff team were caring, considerate, attentive and provided the care and support people needed in a kind and friendly way. This gave Whitefarm Lodge a homely, relaxed atmosphere.

The records we looked at were comprehensive, kept up to date and contained clearly recorded, fully completed and regularly reviewed information. This enabled staff to perform their duties well. People and their relatives were encouraged to discuss health needs with staff and had access to community based health professionals, as required. They were protected from nutrition and hydration associated risks with balanced diets that also met their likes, dislikes and preferences. People and their relatives were positive about the choice and quality of food available.

The home was well maintained, furnished, clean and provided a safe environment for people to live and work in.

The staff we spoke with were knowledgeable about the people they worked with and care field they worked in. They had appropriate skills, training and were focussed on providing individualised care and support in a professional, friendly and supportive way. Staff said they had access to good support and career advancement.

People and their relatives said the management team, were approachable, responsive, encouraged feedback from people and consistently monitored and assessed the quality of the service provided.