Windermere House

Updated 8 February 2022

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

This inspection was carried out by one inspector.

Service and service type

Windermere House is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

The service had a manager registered with the Care Quality Commission (CQC). Registered managers and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

Before the inspection we reviewed the information we held about the service and the service provider. We sought feedback from the local authority and professionals who work with the service. We looked at the notifications we had received for this service. Notifications are information about important events the service is required to send us by law. We used all of this information to plan our inspection.

The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

During the inspection

We spoke with one person using the service and six members of staff, including the registered manager, the regional manager, a registered nurse, the chef, a physiotherapist and care staff. We also spoke with two relatives and two health professionals over the phone.

Some people living at the service were not able to fully verbalise their views with us. Due to people's needs, we spent time observing people with staff supporting them. We used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us.

We reviewed a range of records. This included four people’s care records, medicine records, and further records relating to the quality assurance of the service, including audits and training records.

Updated 8 February 2022

About the service

Windermere House is a residential care home that provides care, accommodation, nursing and rehabilitation for people with an acquired brain injury (ABI). It was registered for the support of up to 41 people. Five people were living at the service on the day of our inspection.

People’s experience of using this service and what we found

People received personalised care and support specific to their needs and preferences. People were protected from the risks of harm, abuse or discrimination because staff knew what actions to take if they identified concerns. There were enough staff working to provide the support people needed. Staff understood the risks associated with the people they supported. Risk assessments provided guidance for staff about individual and environmental risks. People received their medicines safely, when they needed them.

Care was person-centred and promoted people’s dignity, privacy and human rights. People’s individual needs and choices were recognised, and respected. This had been effective in supporting people to achieve goals and facilitate their rehabilitation. People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The provider and staff had worked hard to develop good leadership. Quality monitoring systems had been embedded and morale was good amongst the staff team. We spoke at length with the management of the service about their ongoing plans for Windermere House. They gave us assurances and described positive plans as to how they wished to develop and advance the service over time and when occupancy levels increased.

We received positive feedback in relation to the care people received and how the service was run. One person told us, “I’m happy here, they’re a good bunch. I get to do the things that I want.” A relative added, “I can’t fault the care, I think they are brilliant.”

Due to the COVID-19 pandemic, the provider had ensured that appropriate infection control procedures were in place to keep people safe. This included increased cleaning and ensuring adequate supplies of personal protective equipment (PPE) were available. Staff completed training in relation to COVID-19. We were assured the provider managed infection prevention and control through the COVID-19 pandemic.

Staff had the skills and knowledge to meet people’s needs and preferences. They received training, regular supervision and attended team meetings to support them in their roles. People’s nutritional and hydrational needs were met. There was regular involvement from health and social care professionals, who spoke positively about the support people received. One health professional told us, “I’m very pleased with the work they do for my client. They make sure they follow our guidance and we’re seeing really good progress.”

We observed a kind and caring culture. People and professionals spoke positively about the support staff gave to people. We observed positive interactions between people and staff throughout the inspection.

People’s care plans were personalised and gave staff the information they needed to support people. We saw people were supported with their communication needs and their preferred activities in accordance with their care plans.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 17 December 2021. This is the first inspection.

Why we inspected

This was the first inspection for this service and was carried out to support an increase local capacity for this specialist service type.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.