Windsor Court Residential Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good.

At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The registered manager and staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. A staff member told us, “I always treat people with kindness and respect, involving them in decisions about their care. I maintain privacy by providing personal care discreetly and keeping information confidential. I promote dignity by supporting people in a way that respects their wishes.”

People and relatives told us staff were kind, patient and respected people’s right to privacy and dignity. A person told us, “The staff are very kind and patient especially the manager.”

We observed staff supporting people in a caring, compassionate way, offering guidance and emotional support when needed. A visiting professional who attended the home on the day of a site visit said, “The care assistants are so genuine. I could see how genuine they were when supporting them (people).”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff were alert to people’s needs and offered support that reflected their individual needs and preferences. Care plans were person-centred, and staff had a good understanding of people’s needs and how to meet them. We saw that people’s bedrooms were personalised to their own tastes.

A staff member told us, “I read care plans and get to know each person’s likes, dislikes, routines and cultural needs. I adapt my approach to meet their individual preferences and communication needs. I regularly discuss their choices with them and report any changes to ensure person-centered care.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A staff member told us, “I support people to maintain their independence by empowering them to make their own choices. Everything is not done for them especially if they are capable. They are assisted to adapt to planned routines and help them to safely manage their day-to-day tasks so they can retain control over their lives.” We observed staff promoting independence with mobility eating and drinking. People were given a choice in the food they wanted to eat and how they wanted to spend their day. A person told us, “I get lots of encouragement to be independent and they (staff) take it at your pace. Nothing is ever too much trouble.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff were attentive to people’s needs and responded quickly when people wanted or needed anything. Staff knew people very well and were able to anticipate and manage situations that may cause people distress. Information for staff about how to avoid people becoming anxious or distressed was included in people’s care plans. We observed staff responding promptly to people’s needs and acted to minimise any discomfort, anxiety or distress.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. A comprehensive induction and training programme was in place and staff received regular supervision.

Staff were clear about their responsibilities and worked together as a team to meet peoples planned needs as well as responding to requests or changes in people’s health or wellbeing. Staff told us they were supported by the registered manager and the provider and could approach them with any concerns. They told us they enjoyed their roles and felt the staff team worked together well. A staff member said, “The management team listens to staff, provides regular support and recognises our contributions. I feel valued through training opportunities, constructive feedback and open communication. I am treated fairly and respectfully, which helps me provide the best possible care to residents.”