Windmill Manor

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 Good. At this assessment the rating has remained 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.

The provider made sure 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. Relatives felt they were involved in planning care and support, and told us “I meet the head of nursing when I visit and they go through [person’s] care plan with me once a month,” and “The staff were concerned about [person’s] weight which we discussed and I believe they called in a dietitian for advice.” There was a ‘resident of the day’ identified each day, when that person’s care plan and risk assessments were reviewed, usually in conversation with their family. Staff had a good knowledge of people’s care needs and most could tell us their life stories and how they incorporated this into their approach to supporting people.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People were supported to access activities of their choice both at the service and in the community, which included bespoke days for individual people. Staff told us, “I feel by getting people socially involved, it helps them feel better about themselves. I think this is the best way to make sure people have a good life here.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People's communication needs were assessed and documented within care plans. For example, one person’s communication plan described the pace at which staff should speak with them so that the person had time to understand what was said before giving their response.

The provider gave people and relatives various opportunities to provide feedback on the service as well as to raise complaints about their care, treatment and support. Staff involved people in decisions about their care and helped them understand any changes. A relative said, “Any concerns I have raised in the past, they dealt with them and let me know the outcome,” and “I have complained and they dealt with it immediately and I was satisfied with the outcome.” This included regular community meetings, as well as an annual questionnaire. Relatives told us, “We have monthly family and friends meetings and there is an update on resolved actions from previous meetings” and “Once a year they do a ‘tell Barchester’ and they ask us to fill in a questionnaire.”

The provider made sure that people could access the care, support and treatment when they needed it. Assessments completed before people moved into the care home ensured appropriate adaptations or equipment required for their care was in place. A relative told us, “We had a discussion before [person] moved in about what their needs were so everything was well prepared when they got to Windmill Manor.” All areas of the care home was accessible by wheelchairs and people’s care plans identified adjustments needed to ensure they had equal access to services and in a way that worked for them. People had regular access to visiting district nurses and the GP. Staff knew how to access people’s information for medical emergencies or out of hours support.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The registered manager recognised the barriers people living with dementia and other health conditions may face. Management and staff were trained in equality and diversity, and in various health conditions to make sure people had equal opportunities and did not face discrimination within the care home. People’s health and wellbeing was monitored and were referred to health professionals where required. Care reviews were completed regularly to ensure people and their relatives had the opportunity to talk about their experience and care was tailored to promote good outcomes. A relative said, “We had lots of discussions when [person] first moved in. The discussion is ongoing with the care team as things seem to change quite a lot with [person].”

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. People had been supported to express their wishes about future care needs including where they wished to be cared for, and this was documented in their care records. If people wished, they were supported to complete a Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) plan. This plan includes a person’s wishes for their clinical care in emergency situations, where the person would not be able to make decisions or express their wishes. The person also had an opportunity to express whether they wished to have cardiopulmonary resuscitation at that time.