Windsor House

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. 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.

Our observations supported this finding. For example, one person did not like to wake up early and this was respected by staff. We observed staff knocking on bedroom doors before entering. A relative told us, “The staff speak to my relative politely. They [staff] are kind and respect my relatives.”

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. Personalised care plans were detailed and provided staff with written guidance, on how best to support people in line with their wishes, preferences and including cultural and spiritual needs. We observed staff knew people well.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff were able to explain how they offered people choice and control. People’s care and support plans guided staff to promote independence, choice and control. Staff knew how to support people with choice and control.For example, one staff member told us, “We use photos of food so [person] can choose what they want to eat. We get different clothes out and allow [person] to choose what they want to wear. They [person] choose what time they want to get up and go to bed.”

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. We observed support was provided in a timely way.

Staff could explain who they would contact if a person showed signs of being unwell. A person required support with distress and agitation and staff were aware how to support them inline with their preferences and likes, for a positive outcome.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt supported by the management team, were able to raise any concerns and were confident they would be listened to, and action would be taken if needed. A staff member told us, "My managers are very good and anything we report they do take action."