Windsor House Care Home

Updated 4 February 2021

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

As part of CQC’s response to the coronavirus pandemic we are looking at the preparedness of care homes in relation to infection prevention and control. This was a targeted inspection looking at the infection control and prevention measures the provider has in place.

This inspection took place on 22 January 2021 and was announced.

Updated 4 February 2021

About the service

Windsor House is a care home providing personal care to 15 people at the time of the inspection. The service accommodates up to 16 people in one building split over two floors.

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

People’s outcomes were consistently good, and people’s feedback confirmed this. One person told us, “I came here for respite, but I have enjoyed it so much I am planning to stay here.” People also told us they felt safe. Staff had a good understanding of how to safeguard people from abuse.

Staff spoke enthusiastically about their roles and were dedicated and caring. They knew people's history and preferences and used this knowledge to support them in the way they wanted. Staff promoted a positive and inclusive culture. Staff had received training in equality and diversity and they were committed to ensuring people had equal opportunities. People told us they were confident the service was managing their needs and care well.

Staff engaged with people in a friendly and caring manner. Their conversations with people were familiar and good natured. Staff were also attentive to people's needs. Relatives told us, “All staff are approachable and very welcoming”, “The carers are very nice, kind and caring” and “Staff listen and taken on board my suggestions.”

People were supported to have maximum 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.

Wellbeing was at the heart of both the service and the provider's vision. The service had facilitated a number of well-being projects. Care plans clearly explained how people wished to be supported and the outcomes they wanted to achieve. Staff worked extremely closely with people to find out about their specific individual likes, dislikes, hobbies, interests and things that mattered to them.

Staff celebrated people’s lives and used innovative ways for people to remember their life experiences. For example, staff arranged a representative from an organisation a person had retired from to be presented with photograph memorabilia. This person commented, “They [from organisation] had been to every camp I had been to. I thought it was very good of them to come and I felt honoured. They gave me photographs and I knew all the planes in the photographs. It was brilliant.”

The provider had recently employed an occupational therapist (OT) who started working across the providers homes. The OT’s role involved working with people to improve their mobility and provide quicker access to aids and equipment to meet people’s needs. This helped bridge the gap between people awaiting input from other professionals when referrals to other services were made in relation to people’s mobility and falls.

The service was well led. Governance and quality assurance systems used provided effective oversight and monitoring of the service. Staff spoke positively about how the service was managed and the management team.

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

Rating at last inspection

The last rating for this service was good (published 24 June 2017).

Why we inspected

This was a planned inspection based on the previous rating.

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.