Archived: Windsor Court

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.We observed staff being kind and compassionate during the inspection. People were offered choice and seemed happy with the care provided. Staff told us they were respectful of people’s wishes and treated people with dignity. One staff member said, “I am proud of how the staff have developed and how they take their time to ensure they provide good care. I am proud of the residents and how the staff work to keep to the people’s preferences above all.”People also told us the staff treated people well. When asked about the staff, 1 person said, “They are kind, friendly and respectful. They are always smiling, never miserable.”

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.Records were in place that showed people’s preferences regarding their care, these also considered any cultural needs, people’s histories and interests. Staff knew people well and used this knowledge to build relationships with them and treat people as individuals. One staff member said, “Staff treat people like their families, people are happy.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.People were supported to have choice and control over their care and make day to day decisions about all aspects of their lives. For example, people chose when to get up, what to eat and how they wanted to spend their time. Staff were respectful of these wishes. One staff member said, “It’s their home and we give people choice, and we follow that.”People could take advance of a varied activities schedule; efforts had been made to have outside entertainment provided for people and the Activities coordinator had plans to grow the activities provision within the community to give people more choice and opportunity. The provider had recently employed a second Activities coordinator which would help increase the support people had to follow their interests. People were able to spend time with others and visitors were welcomed.

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 knew people well and observed them to ensure their needs were met and that they were not in discomfort. Nursing provision was in place daily; they acted to address any health concerns and responding quickly if people were in distress. Care records included information around how people displayed signs of anxiety or pain so staff could identify when people needed additional support.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.The registered manager was on site daily to support staff; they monitored the standards of care within the service and worked with people to ensure a good standard. Staff told us they could go to the registered manager at any time and that they worked with staff to ensure a happy team. One staff member said, “I can’t fault [registered manager], she has turned it around. We can go to her at any time; she is accommodating to people’s needs and flexible with staff.”The provider had support in place for staff which promoted wellbeing, for example mental health advice was available to staff and schemes to support finance management were in place if needed. Staff told us how the culture in the service had changed and staff wellbeing had improved as a result. One staff member said, “People are now empowered, and they weren't in the past. Staff were not happy or valued but it has all changed. We are given the opportunity to grow and learn and work together to improve.”