Windsor Care Centre

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 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. People told us they felt cared for by staff. One person told us, “I’ve got no grievance against anyone, they are all kind.” One relative said, “I’ve seen their kindness, they’re also kind to me. When the staff came to get (family member) for dinner, they offered me too, they are very kind.” We observed staff approached people in a quiet way when asking what support they needed. People appeared comfortable with staff and there was a positive atmosphere through the home. People were able to receive their visitors when they wished, and staff welcomed them warmly.

People told us they felt staff were respectful in the way they supported them. One person told us, “They know what I like and what I don’t like. They always knock the door. If I have a bed bath, they keep it respectful.” A second person said, “If the door is closed they always knock.”

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’s care records contained information regarding what was important to them including their religious beliefs, culture, background and family support. People told us staff understood what mattered to them. This included being able to practise their faith and have specific foods they enjoyed. People were supported to attend religious services in addition to having a number of different denominations visit the home. People were offered a wide variety of food options. In addition to the standard menu, an additional menu of Asian style foods was also available. The registered manager told us this had been developed at people’s request and had become increasingly popular with everyone living at the home.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. However, people told us they would like more options regarding how they spent their time, and the activities provided. One person told us, “Before, we would do a jigsaw, play chess, play Monopoly, they don’t do it anymore. I don’t know why.” The registered manager acknowledged this was an area they had identified as needing improvement. They told us they were in the process of employing additional activity co-ordinators to support both group and individual interests with people. Other people told us they appreciated the support they received to maintain their interests. One person said, “I’m doing the garden now as a project. They’ve got some raised beds. We have daffodils and tulips come up, I’m quite proud of that and I want to do more. I love quizzes, so we either go upstairs or downstairs and join in.”

People were supported to maintain and develop their independence. We reviewed the care records of people who had initially required a high level of staff support due to their emotional needs. Due to the consistency of staff approach and personalised care, this level of support had been able to reduce over time. This meant people had more independence and autonomy regarding 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 were present in communal areas and were responsive to people’s needs. People and relatives told us staff were attentive to people’s needs. One person said, “If they can (do what has been requested), they will. They are always offering drinks and refreshments.” One relative told us, “When we’ve mentioned something, they sort it quickly.” We observed staff spent time with people and repeatedly visited people who chose to stay in their rooms to check if there was anything they needed. We observed one person who appeared worried about what they were going to do ask staff what was happening. Staff suggested they went for a walk together. This response appeared to help the person settle into their day and on return they sat chatting and appeared at ease.

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 registered manager. One staff member said, “We can always ask for help, and we work as a team to work out how best to help residents.” The registered manager told us they had promoted learning in a variety of ways since coming into post. This included additional training, mentoring and with support from healthcare partners. They told us this approach to upskilling staff and enabling them to make decisions had empowered them in how they worked. One staff member told us, “The manager helps the staff in understanding and knowing what to do, [they] are so supportive.”