Windermere House

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

We assessed one quality statement in the caring key question and there was evidence of good practice. The scores from this area have been combined with scores based on the rating from the last inspection which was good. People were enabled to make day to day decisions and remained in control of their care and support. Staff respected people and ensured they could choose how and where they wished to spend their time. Visitors were welcomed to the service at a time to suit their loved one. People had access to equipment to enable them to be as independent as possible.

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People told us they could make everyday decisions, so care and support was delivered in a way which suited them. Staff respected what people could do for themselves and supported them when needed. For example, one person living with a sight impairment spoke positively about how staff supported them with things they could no longer see themselves clearly. A number of people required equipment for their mobility, specialised wheelchairs were prescribed by healthcare professionals for people’s comfort and safely. Staff supported people in accordance with their assessed needs. People were supported to retain as much independence as possible. A trained staff member told us how they were working with people to improve their strength and mobility and how communication was key. They told us, “In having a natural conversation [ we can establish] where the person is at, for example get an understanding of their goals to independence and extending their quality of life”. They went on to share examples of actions staff and external professionals were working on to improve the opportunities for people to potentially increase independence. Staff asked people whether they needed help with food and respected people’s choices waited for permission - interactions were warm, friendly, gentle and relaxed. Staff understood how people’s abilities differed and for someone who was unable to communicate verbally, recognised the importance of getting to know about the person’s interests and how they communicated. One staff member told us, “I like to ask about the people, I speak to [relatives] and it gives a lot of insight into the person. I can tell when the person is in discomfort because they communicate with facial expression. I can also tell when they are especially relaxed”. People’s abilities and what they wanted to achieve was recorded in their care records, these were constantly reviewed to ensure they were current.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.