Windmill Manor

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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff ensured people were supported in their best interests and in a dignified way. Language used both towards people and in their care records was appropriate and respectful. People and their relatives spoke positively about the support they received, “The carers are so kind and lovely. They notice if you’re down and try and lift your spirits,” and “They are all absolutely lovely. They talk to me about what [person] has been doing when I visit. They are all very kind.” We observed how staff protected people’s dignity and made sure they were appropriately clothed in public spaces and ensured personal care was given in the privacy of people’s own bedrooms. A healthcare professional told us, ‘The staff I have observed are kind and understand individuals’ needs.’

The provider and staff at Windmill Manor 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. Relatives told us, “[Person] is very definitely treated respectfully. They got to know [person] very well, they took notice of our requests and listened to what we said calms them down,” and “They have individual things they do with [person] which are specific to their interests.” Staff knew people well and could tell us about people's needs without referring to care plans. They told us they were able to sit and chat with people and engage with those who were less able to join in with group activities. A healthcare professional told us, ‘During my visits I have observed positive interactions with residents.’

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff understood and respected people’s individual needs and the importance of supporting people’s independence. People made choices about how they spent their time and had opportunities to go out on their own with staff to pursue different activities. Relatives told us staff encouraged people to do as much for themselves as possible, “They offer food choices and encourage [person] to choose what they want to wear each day, this can be a slow process.” People were supported to stay in contact with people who were important to them. There were no restrictions for people to receive their visitors.

The provider 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. Relatives told us staff responded in ways which ensured people’s safety, “The carers are sensitive to [person’s] needs and staff know when [person] gets up during the night, and encourage [person] to go back to bed.” We observed staff responded quickly and provided reassurance appropriately. For example, we observed when a person became distressed, a member of staff went to them and listened to what was upsetting them and sat with them until the person was more settled. We observed staff responded to call bells in a timely way.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. People were supported by staff who had opportunities to give feedback, raise any concerns and felt their views were listened to. A member of staff told us, “We all support each other, we are one team.”