Windsor Court Care Home

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 service involved people and treated them with compassion, kindness, dignity and respect.At our last inspection we rated this key question good. At this inspection 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 service 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 and their relatives told us staff were kind and caring. People told us they were assured information shared about their care and personal details was kept confidential. People told us they were treated with dignity and their individuality was respected. Feedback received was positive about staff kindness and their approach. Some comments were:“The team there, I could not ask for more care and consideration”, “Staff are lovely, sweet and friendly.”

The service 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 told us they were treated as individuals, their relatives agreed. Staff knew people well, including their likes, dislikes and individual personalities. Records showed the service had learned about people’s lives, including their hobbies and interests. Care and support plans were person focused, and their wishes were at the centre of their care and support. We observed staff supporting people in empowering ways throughout the inspection. Health and social care professionals were complimentary about staff approaches to people’s care. A health and social care professional said, “I have found Windsor Court to be a caring well led home who put the needs of the resident first.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People told us they had choice over how their care was delivered and how they spent their time. Staff told us there was a variety of options for people to enjoy. They told us they could spend time with others or on their own in their bedroom. People were supported by staff to maintain relationships inside and outside of the service, for example with family and friends. Staff told us visitors came to see their loved ones whenever they wished, we observed this during the inspection. Staff told us of the importance of offering people choices. Promoting independence was a focus of the service and staff understood the importance. A staff member said, “We are just supporting them, asking them first. We just provide assistance, with some, it’s their choice, that’s the main thing to help them keep active.” Staff had access to people’s records on the electronic care planning system. Choice and promoting independence for people was embedded into the service in all policies and procedures.

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People told us staff were responsive to their changing needs. Records showed staff attended people when they were asked, to ensure ongoing comfort. Staff had sought emergency medical support as required. A relative told us, “My loved one has attended many medical appointments, they always ask a staff member to escort them, they do it without question, without issue.” We observed staff attending respectfully to people’s requests throughout the inspection. Staff understood people’s needs changed and were different from day to day. A staff member said, “We meet people’s needs, we all ensure they are being taken care of the right way, they are happy.” The service had several opportunities to discuss people’s needs, this included daily handovers, meetings and reviews.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff wellbeing was a focus for the provider, registered manager and management team. Staff told us they were appreciated and were always told, ‘thank you’ by people, their colleagues and the management team. The provider and registered manager were committed to staff recognition and felt it was essential to ensure their staff team was happy. A staff member told us, “The team makes me proud about how they are with the residents.” The service had a ‘compliments box’ where nominated staff could receive special awards and accolades. Another staff member said, I have received lots of compliments from managers and compliments from families.”