Royal Windsor Care 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

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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.

People were at the centre of how their care and support was planned and delivered. Care plans were highly detailed and reflected people’s individual needs and preferences. They included meaningful information about people’s histories and routines, which supported staff to deliver care in a personalised way. Care plans went beyond basic care needs and included information about people’s emotional and social needs, ensuring a holistic approach to care. This supported consistency across the staff team and helped ensure care aligned with people’s wishes.

People received care that was tailored to what mattered most to them. They were supported to pursue personal goals and meaningful experiences. For example, people were supported to complete items on their ‘bucket lists’, such as going in a fire engine, helping to maintain their quality of life.

People and their relatives told us they were involved in care planning and kept informed of any changes. One relative told us, “Before we transferred [my family member], the then manager spoke to their two previous homes and got a good understanding of what [my family member] liked.”

Staff clearly described how care was delivered in line with people’s preferences, showing it was shaped around each individual rather than being task-driven. During the inspection, we observed staff engaging with people in a personalised way, responding to their preferences and needs in line with care plans. This demonstrated that care was responsive and centred on each person.

Care was coordinated effectively, with clear information sharing between staff through handovers and records. This supported continuity and ensured people received care that reflected their needs.

Staff knew people well and understood their preferences, which helped ensure care was delivered in a familiar and personalised way, reducing disruption for people.

The service worked with a range of external professionals to support people’s needs and ensure care remained appropriate. People and their relatives were kept informed of any changes, enabling them to remain involved in care and decision-making.

People were given information in a way that suited their individual needs. Care plans included guidance on how each person preferred information to be shared, including the use of different formats where required, which helped staff communicate effectively and involve people in their care and decisions.

Staff adapted their approach to communication so people could understand their options and take part in decisions about their care. People’s communication needs were clearly recorded and shared with staff, supporting a consistent and personalised approach.

People were involved in decisions about their care and supported to express their views. Care was shaped around people’s preferences and conversations were held to ensure people understood their options and could make informed decisions. People and their relatives told us they were kept informed about care and involved in discussions when changes occurred.

There were opportunities for people and their relatives to provide feedback, including meetings and surveys. Records of resident meetings showed feedback was sought about food and activities, including what people liked and any improvements they wanted. This helped ensure people could share their views and influence how the service was run.

People and their relatives told us they felt able to raise concerns and provide feedback about the service. One person said, "I have had no need to speak to the manager as I have no concerns. I don’t feel there is anything to improve.” A relative told us, “I oversee my [family member's] care rigorously. I constantly raise issues that come to mind and, to be honest, they do a good job.”

People experienced equitable access to care and support that met their individual needs. Information within care plans identified people’s needs, including communication and health requirements, which helped ensure care was delivered in a way that was appropriate for each person.

There was a consistent approach to ensuring people’s needs were met regardless of their circumstances. Staff understood people’s individual needs and adapted their approach to reduce barriers and support access to care and services.

People and their relatives did not raise concerns about access to care or support. Feedback indicated people felt their needs were met, and care was provided in a way that was fair and consistent.

Staff demonstrated an awareness of people’s rights and the importance of ensuring they received appropriate care. Care was delivered in a way that reflected people’s individual needs and supported fair and consistent access to support.

Staff were confident in advocating for people when concerns arose. They described a situation where they challenged a decision from external professionals when they felt a person’s needs were not being fully recognised, ensuring the person received appropriate assessment and emergency support. This demonstrated how staff advocated for people to ensure they received appropriate support, helping to reduce the risk of poorer outcomes.

People were supported to plan for the future in a way that reflected what was important to them. People and those important to them were involved in discussions about future care and planning for changes in needs. Care plans reflected people’s preferences and were developed to support people to make decisions about their care while they had capacity, ensuring their wishes were known and respected.

Care reflected people’s wishes as they approached the end of their lives. The service also supported meaningful arrangements following the death of a person who had lived at the home, including holding a wake within the service, which had been an important place for them. This demonstrated how the service respected people’s wishes and supported families in a personal and meaningful way.