Windlesham 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 treated colleagues from other organisations with kindness and respect.People told us, “Carers are nice, staff are kind.” We observed staff interacting with people and being respectful. Staff told us, “We cover people’s dignity and respect in training, and this is important.”Staff welcomed other healthcare professionals and respected the part they played in providing all round support for people. The home worked alongside others, for example community nursing teams, speech and language therapists, and the hospice team to ensure all care needs were safely managed. A professional said, “Staff seem to be very kind and compassionate” and “All residents have their own dignity needs met, within a relaxed environment, to support their independence.” Staff provided additional support to families when a person passed away. They had prepared a collection of photos into an album and gave this to family as a keepsake.

The provider 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 in the service were able to express their individual preferences, for example one person told us, “I have got a nice room, they painted it pink for me when I first came here.” Relatives told us, “I think they treat mum as an individual.” One person told us, “It’s nice to chat with the other residents although I choose to spend most of my time in my room.”There was a diverse group of people at the home with different cultures supported and welcomed. Staff knew people well and were aware of their care and support needs.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.People’s wellbeing was valued and staff encouraged people to maintain their current levels of independence and not decline in their abilities to manage daily activities. Staff told us, “Independence is definitely encouraged and supported - washing, dressing and choosing clothes”. Visiting professionals told us, “All residents have their own dignity needs met, within a relaxed environment, to support their independence.” Many people were quite chatty and able to express their views to staff. People told us they were encouraged to be independent and make choices as to how they spent their time.

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.Staff felt they knew people well and were confident they could recognise if people were becoming unwell or upset. Staff were observed responding to immediate needs and offering reassurance and support, for example assisting individuals to the bathroom and providing drinks when people said they were thirsty. Call bell audits showed staff were responsive and attended to people’s requests in a timely manner. The GP and other health professionals had been contacted to ensure people’s health needs were consistently met if staff felt they needed attention. A professional said, “Windlesham is very good at doing their own referrals to other services available, to promote effective care to the resident’s needs and choices.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider equipped staff with resources for safe working including uniforms, free meals when on shift, regular breaks and access to a separate staff room that had storage lockers and seating areas for rest periods. Staff were provided with sick pay if off work for an extended length of time. Staff rotas showed a variation in staffing numbers that reflected the level of care and ensured staff workload was manageable. Staff were able to request time off or shift changes for personal reasons or appointments, and the registered manager was supportive of this. A member of staff said, “Very good at work life balance – need day off and get it.” Staff had opportunity to give feedback and the registered manager responded to staff when they contributed ideas or made requests. The provider invested to ensure staff across the home had access to everything they needed to perform to a high standard. The cook told us there had been recent investment in a multipurpose oven which was very high tech showing it was not only the care staff that were supported to deliver a good service.