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Windsor Care Home, Hebburn, Tyne and Wear rated inadequate by Care Quality Commission and placed in special measures

4 January 2017
Windsor Care Home
  • Media

The Care Quality Commission (CQC) has told the providers of Windsor Care Home, Hebburn, Tyne and Wear that they must make improvements to protect the safety and welfare of people living there.

CQC carried out its most recent inspection in October 2016. Inspectors found that the care being provided, was failing to provide care which was safe, effective, caring, responsive or well led.

The report published by CQC can be found at:

The last inspection of this service was in May and 4 June 2016. During this inspection inspectors found that the provider's quality assurance processes were still ineffective. Although audits had been carried out to check some areas of quality and safety, such as care plans and medicines, these had not resulted in improvements.

Some of the findings from the latest inspection included:

At this inspection CQC found there were continuing breaches in relation to six regulations. Potential risks to people's well-being were not assessed or set out so staff had no guidance about how to manage those risks. For example there were no risk assessments about potential choking for people who had swallowing difficulties.

Debbie Westhead, Deputy Chief Inspector for Adult Social Care in the North, said:

“The care provided at Windsor Care Home was unsatisfactory. Breaches from the last inspection had still not been rectified including medicines still not being managed in a safe way. This was because people did not always receive their medicines in the right way and records had not been completed correctly placing people at risk of medication errors. Failing to learn and act on the previous inspection findings is not good enough.

I was concerned to read that some service users records were not being kept up to date. We heard relatives say that they received differing accounts of their family member's needs from different staff so were concerned staff may not always be following the correct plan of care. Some of the care records we looked at contained contradictory information. During the inspection we asked the manager to arrange for three people's care files to be updated immediately and for the staff team to be instructed in the changes.

There was no evidence in the training files of the seven nurses of assessed competency for areas such as catheter care and tube feeding. Only two nurses had attended a pressure ulcer management and prevention session and a training session around epilepsy. Documents for medicine competencies of nurses had not yet been completed.

“People are entitled to services that deliver consistently good. At the last comprehensive inspection this provider was placed into special measures. This inspection found that there was not enough improvement to take the provider out of special measures. CQC is now considering the appropriate regulatory response to resolve the problems we found.

“We have been working with South Tyneside Council to ensure that people living at the home are not at undue risk and we will continue to monitor this care home.


For further information, please contact CQC Regional Engagement Manager David Fryer on 07901 514220.

Journalists wishing to speak to the press office outside of office hours can find out how to contact the team here.

Please note: the press office is unable to advise members of the public on health or social care matters. For general enquiries, please call 03000 61 61 61.

Last updated:
29 May 2017

Notes to editors

All adult social care services inspected since 1 April 2015 that receive an overall rating of Inadequate will be placed into special measures by CQC. The regime is designed to make sure there is a timely and coordinated response to inadequate care and we will use it alongside our enforcement policy.


When a service is in special measures it is the provider’s responsibility to improve, seeking appropriate support from its own resources and from other relevant organisations. When we can, we will signpost providers to improvement support agencies.


Those services will be inspected again within six months. If a service demonstrates improvements and is no longer rated as inadequate for any of the five key questions we will take it out of special measures. If sufficient improvements have not been made and there remains a rating of inadequate for any key question or overall, we will take further action which may include cancelling the registration of that service.


More information can be found on our special measures process here:


Since 1 April, providers have been required by law to display their ratings on their premises and on their websites so that the public can see their rating quickly and easily. This should be done within 21 days of publication of their inspection report. For further information on the display of CQC ratings, please visit:


About the Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find to help people choose care.