Archived: Windmill Lodge

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 service met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The management team ensured 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.

The management team and staff made sure that people could access the care, support and nursing treatment they needed when required. Staff understood the nursing and care needs of people and people with behaviours that challenged and worked hard to ensure that problems faced by people were removed or mitigated against. We spoke to staff who said they were aware of people’s needs and kept up to date if any changes might happen by daily meetings and good communication links with the management team.

The management team ensured 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.

The management team and staff made sure that people could access the care, support and nursing treatment they needed when required. Staff understood the nursing and care needs of people and people with behaviours that challenged and worked hard to ensure that problems faced by people were removed or mitigated against. We spoke to staff who said they were aware of people’s needs and kept up to date if any changes might happen by daily meetings and good communication links with the management team.

The staff and management team provided appropriate, up-to-date information in formats that were tailored to individual needs.

People’s communication needs and preferences were recorded in care plans we looked at. The management team made it easy and accessible for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. One person said, “If I have any problems, I can speak to any of the staff, and they will sort it.”

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

Relatives told us they felt informed and listened to about their families. Information was available in the main reception area to Windmill Lodge, informing people how they could provide feedback about the home. This included regular meetings with the senior management . A relative said, “The new manager is approachable and willing to spend time with us if we need it.”

The service made sure that people could access the care, support and treatment they needed when they needed it.

People told us they had access to health professionals, for example, chiropodists and hospitals nurses. One relative said, “They have been good at hospital appointments for [relative].”

Staff 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.

People were empowered by staff to give their views and understand their rights, including their rights to equality and their human rights. Leaders and staff were alert to discrimination and inequality that could disadvantage people living at Windmill Lodge and took action when needed.

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.

The deputy manager told us how staff supported people to enjoy life every day. People were supported to follow their interests. A range of activities were available in the ‘day centre’ next door to the home. We observed in the afternoon of our visit quite a few people enjoying ‘exercise to music’. One person said, “It was a joy to see most residents taking part in the exercise to music. It was clear they were enjoying the activity with staff joining in.”