Kingston Upon Thames nursing home rated Outstanding overall by CQC


A Kingston Upon Thames nursing home has been rated Outstanding overall by the Care Quality Commission.

The White House Nursing Home in New Malden, was rated Outstanding for being well-led and responsive and Good for being safe, effective and caring, following the CQC inspection in January 2018.

People living in the home, their relatives and health and social care professionals were extremely positive about the quality of the care and support provided, led by the service’s registered manager and company director (owner) working well together as a team.

Managers were approachable and interested to hear suggestions from people, their relatives and staff about improvements to the service. They encouraged and supported their staff to deliver high quality care and recognised and rewarded them when they demonstrated excellence in the work place.

People using the service received person-centred care which was responsive to their specific needs and wishes with up to date, personalised care plans and regular assessments to review people’s needs. The care provided when people were reaching the end of their life was exceptionally compassionate and supportive. The home was awarded a Gold Standards Framework accreditation with ‘Beacon’ status in 2016, which is the highest status for training and support systems for services providing care to people at the end of their lives. Furthermore, anniversary memorial events were regularly held in the home to remember those that had died.

People using the service felt safe in the home and were treated with high levels of dignity and respect, with individual differences understood, respected and supported. People were supported to maintain relationships with those that mattered to them and relatives and visitors were warmly welcomed when they came to the home.

Residents had access to, and regularly participated in, a wide range of group and individual activities and events both within the home and in the community, which were tailored to meet their individual needs and interests. There were strong links with local community groups and institutions such as a local nursery and school, University students, entertainers, musicians, religious leaders and volunteers. All of whom visited the home regularly to perform plays, concerts and engage with people who lived there.

Residents said there was a strong commitment within the staff team to continuously improve and develop their working practices to ensure that they continued to deliver high quality personalised care to people living in the home. All of the external health and social care professionals CQC received feedback from were positive about the quality of service delivery and joint working arrangements.

Debbie Ivanova, CQC’s Deputy Chief Inspector of Adult Social Care, said: “The White House Nursing Home thoroughly deserves its Outstanding rating.

“The service clearly understands the importance of delivering high quality, person centred care and the need for people using the service to continue to live their lives within the home and maintain links with the people they care about and the wider community. The links the White House has with local community groups, a local nursery and a school, university students, entertainers, musicians, religious leaders and volunteers mean that people can live a more enriched life. The management and staff at the home are clearly working hard to provide the high quality care people should expect.”

You can read the report in full when it is published on the CQC website at


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