Windsor Court Residential Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

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 provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Staff recognised that people’s individuality was important and so supported them to make their own decisions. Where people’s care needs changed, staff and the management team discussed options with them and involved relevant external professionals as required.

Care plans were updated and any changes were shared with staff to ensure people received the care they needed.

The registered manager recognised the importance of supporting people to follow their hobbies, interests, and maintaining community contacts. A staff member said, “There is something always going on like cinema club, picnic in the park, singers coming into the service and even wheelchairs on ice.” Staff had taken people to a planned event at a local ice rink. We saw pictures/videos of people thoroughly enjoying being pushed by staff on the ice. One person said, “‘I like to take part in the activities when they are on.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Records demonstrated how staff and the management team worked flexibly with other services and professionals to meet people’s care and support needs. People and relatives told us they were kept up to date and were involved in their care and any external appointments or visits from professionals.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Guidance was available in people's care plans which documented how people communicated. Information was accessible and was made available in a way to promote the involvement of the person. Records gave guidance about people’s daily routines if they could not tell staff themselves. People were consulted individually, and meetings took place with people and families to obtain feedback about people's experiences.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The registered manager and staff made sure people could access the care, support and treatment when they needed it. A staff member told us, “In the care home, reasonable adjustments have been made to ensure that residents can access their care and support effectively. These include the use of visual aids and picture charts to assist residents in understanding their care routines and choices. We also have walk in showers fitted with grab rails and perching stools which ensures that personal care is safe and accessible.”

People had access to services such as opticians, healthcare professionals, nurses, dieticians and speech and language therapists (SALT) when needed. People were supported to attend hospital appointments and the registered manager and staff gathered relevant information about people’s health or medical needs to ensure care provided met their current needs. Where people were unable to express their views and did not have support from family members, advocacy services were involved to ensure any barriers to care were removed.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response

to this.

Policies and procedures were in place in relation to equity, equality and diversity. Feedback and observations supported the fact that staff had implemented learning, and a culture had been created of individualised care. People’s care records showed how staff ensured people’s human rights and protected characteristics were included and protected. Care plans included information around people’s identity and what was important to them.

Staff knew how to ensure people’s rights were protected and there was an inclusive and

supportive atmosphere in the home, no matter what health or dementia related needs people

had. Staff ensured people who could not advocate for themselves had good experience of care.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People’s care plans included information about their expressed wishes in relation to the care they wanted to receive as they approached the end of their lives. The registered manager and staff shared with us how they had previously supported people in line with their wishes and preferences. This ensured people were treated with dignity at the end of their lives.

A staff member told us, “I have completed end-of-life care training covering dignity, comfort, communication, and emotional support. The training helped me understand how to meet residents' wishes and support families during difficult times. I feel confident in providing compassionate care while working closely with senior (care staff) and nurses.”