Archived: Windmill Lodge

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 staff and management team treated people with kindness, patience, empathy and compassion. Staff respected people’s privacy and dignity. This was confirmed by our observations and discussion with relatives.

People and relatives told us they found staff kind and caring. Comments included from people, “They all treat me with dignity and respect.” and “Things have got a lot better here they are so kind.” It was evident staff treated people with respect, one person said, “They always knock on my door before coming in.” Staff relationships with people were caring and supportive. We observed a staff member sat down unrushed and laughing with a person. The person said, “They do spend time with me, and I enjoy that.”

The service 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.

People told us care staff and the management team knew them well and encouraged them to participate in their own interests. One person said, “They do their best to get me out and about. We are arranging to go to Lowther Gardens to watch a show it’s in the pipeline.” Relatives told us they were involved in their relative’s care, and the management team has improved with keeping them informed of events that involve their relatives.

The service 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.

The management team had processes in place for ensuring people’s care documentation promoted their independence. In addition, information relating to people’s capacity to make decisions was in place, the guidance for staff to follow when providing day to day care was recorded to promote choice and control.

The management team and staff 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 told us they knew people’s needs and said there was good communication within the staff team if needs changed for people. Daily handovers took place, and information was shared between staff and the management team. People and relatives told us staff were very good at supporting and caring for them.

The management team and staff 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 told us they knew people’s needs and said there was good communication within the staff team if needs changed for people. Daily handovers took place, and information was shared between staff and the management team. People and relatives told us staff were very good at supporting and caring for them.