Complete Care Windsor

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 were 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 always treated people with kindness, empathy and compassion.

People and relatives told us staff were respectful, friendly and treated them with kindness. One relative said, “The staff provide respectful, compassionate care”.

Managers and staff spoke about people in a compassionate manner, using positive and respectful language when discussing people’s care and support. Staff gave examples of how they respected people’s privacy and maintained dignity. One staff member told us, “We create a private space with them. If there are two of us visiting, we must be aware of how this can make people feel”.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

Managers developed support plans with people who identified their wishes, preferences and were tailored to their needs. One staff member told us, “[Person] celebrates cultural and religious holidays. We recognise what is happening at these times and make them feel special”.

Staff understood people’s routines and what was important to them. Staff provided companionship visits and supported people to go out and do things they enjoyed, such as walks along the river, shopping or going for a meal.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff gave examples of how they supported people to maintain independence. One staff member told us, “The support plan gives me an idea of what needs to be achieved. I always put the person in control and let them direct me on what they need from me, rather than me just completing tasks”.
People were encouraged to remain independent and in control of the care they received. One person told us, “We have a good system and the staff don’t do that much for me. I always do what I can and they wait for me to ask them for what I need. They are used to me and know what I am able to do. We work together”.

The provider listened to and understood people’s needs, views and wishes. Managers included people’s relatives as part of their support circle. Relatives told us that managers maintained regular contact with them.

Managers gave examples of how they responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff and managers worked together to seek timely help if people’s health or wellbeing deteriorated. One relative told us, “Whenever I have needed guidance, they have always responded very quickly”.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff received regular supervision and were encouraged to share any feedback or information. Staff told us they felt valued and worked with managers as a team.

Staff told us managers planned rotas to meet their availability and preferences. They also allowed reasonable travel time between visits. One staff member told us how the manager supported them with reasonable adjustments due to their health. Another staff member told us, “I am praised by management and feedback we receive from families is shared with the team. We all boost each other’s confidence and compliment each other”.