Windsor Court Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs.At our last inspection we rated this key question good. At this inspection the rating has remained good.This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People told us the care they received was person centred; their relatives agreed. Staff told us they had enough information about people’s needs to provide safe and person-centred care. The provider had an electronic care planning system which meant information was updated or changed immediately. Records showed the person was at the centre of the care documented within their care plans and risk assessments. Care plans linked together and signposted to related plans and risk assessments to support safety. People had access to a wide range of activities, hobbies and pastimes. We observed some activities taking place, staff were encouraging and empowering for people to ensure they got the most out of the sessions. Planning for people’s activities started when the person moved to the service, and was developed as they settled in. Activities were planned and included one to one, group sessions, trips out and external entertainers.A person said, “They do so much with us, we go out and do many activities.” Staff who supported people with activities knew them well and were attentive to their wishes. Plans were flexible and frequently changed depending on what people wanted. A member of staff said, “It’s about what they want, on that day.” We saw many examples of parties, events and celebrations for people.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People told us they could access the care and support they required. Relatives were confident in the staff to access medical support if they needed. Staff enabled family and friends to visit loved ones without any restrictions. Staff told us they were knowledgeable about people’s holistic care needs. The providers electronic care planning system was used to ensure continuity with care records and interventions. Records showed input from a variety of health and social care professionals, who were positive about the service. Information was shared through daily handovers, staff meetings and continual communication between staff teams. A health and social professional said, “Everyone I met there was friendly, the residents seem happy, quite a harmonious atmosphere.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Information about how a person communicates was detailed in people’s care plans and risk assessments. This information was highlighted within their communication plans, if a person had specific communication requirements and shared with relevant professionals as necessary. The service had whiteboards around the building to aid communication for people where they had a hearing need. We saw examples of where people were supported in their own language. We were assured this service met the requirements of the Accessible Information Standard (AIS). The AIS is a law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand. Staff adapted to meet people’s individual communication needs, for example, supplying a printed, pictorial copy of the activity schedule and menus. The service produced a newsletter for people, their relatives and staff. This had provided people with updates on Windsor Court Care Home, staff news and activities enjoyed in the previous few months.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

People told us they felt involved in their care, where appropriate relatives were consulted. Relatives told us staff made them feel comfortable to share any concerns, feedback or information as necessary. People and their relatives knew how to make a formal complaint if they needed to and were confident the registered manager or any of the staff would take it seriously. There was a complaints policy, and records showed complaints had been handled in accordance with the policy. Systems were in place to ensure people could feedback on the care they received through various channels, including, verbally, through reviews, meetings and quality assurance surveys. However, records did not always include that actions had been taken in response to feedback in meetings and surveys. We spoke with the registered manager, informed us about their plan to ensure the process was clear. We were assured by the planned improvements. Staff told us they were always listened to and given an opportunity to participate in the running of service.

The service made sure that people could access the care, support and treatment they needed when they needed it.

People told us they were satisfied they could access the care and support they needed. Staff received training in equality and diversity, they told us they supported people to live their lives in the best way possible for them. Health and social care professionals told us they worked effectively with the service and were complimentary about the care delivered. People were given opportunities to be involved in, and access support, within their monthly meetings. We saw people meetings covering all aspects of care and support including information about current news stories, this included events happening in the world. Staff felt it was important to ensure people had an option to discuss important matters. Policies and procedures underpinned all working practices within the service, and this was supported by training and ongoing monitoring and review. Policies and procedures within the service considered equity and accessibility.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People told us they were treated fairly, and their rights were respected, their relatives agreed. Staff had access to various ways of raising concerns about treatment which discriminates. Staff training, guidance and spot checks meant staff were consistently reminded of their responsibilities. We saw many examples of where people were treated as individuals and their uniqueness celebrated. Policies and procedures underpinned working practices within the service, and this was supported by training and ongoing monitoring.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People were supported at the end of their life to have a comfortable and dignified death. People were given the opportunity to discuss their care and future wishes, together with family involvement if appropriate. Care plans were in place and staff understood how to support people at the end of their life. The service liaised with external health professionals to ensure people were comfortable and pain free. People had plans in place, which detailed their preference for care at the end of life, such as to not go to hospital and to remain in their home. Staff told us they were prepared to support people's wishes in any way they could. We received compliments about how the service cared and showed respect following the loss of a person, they said, “We were overwhelmed, we were mesmerised by it all. It was absolutely wonderful; they really did a good job.”