Windermere House

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

We assessed a total of 17 quality statements from the safe, caring, responsive and well led key questions and found areas of good practice. The scores for these areas have been combined with scores based on the key question ratings from the last inspection. The manager understood legislation and regulation; however, there had been an issue with reporting processes under the previous management which had now been rectified. Risks to people were identified and managed effectively. People were consistently protected from abuse and improper treatment. Managers and staff demonstrated their awareness of the importance of promoting people’s rights and independence. Staff had been recruited safely. Staff and leaders demonstrated a positive, compassionate, listening culture which promoted trust and understanding between them and people using the service. There was a focus on learning and improvement. Governance measures were effective in identifying service shortfalls and assessed, monitored and mitigated risks relating to people’s health, safety and welfare.

People's experience of this service

.A number of people spoke positively about how they accessed rehabilitation services at Windermere House which included physiotherapy and personalised mobility plans. People were supported to maintain control and make decisions about their care; when supporting people, staff were observed respecting the persons choices, took their time, were encouraging and demonstrated care and kindness. One person told us, “Staff support me to make my own choices and I'm treated with respect.” Staff understood their duty to respond to, and report safeguarding concerns. People told us they felt safe, a person told us, “I feel safe here. The carers and nurses are here 24 hours and I can always reach the buzzer.” People were engaged, stimulated, and had opportunities to partake in group or individual activities. Visiting hours suited individual preferences. ; We saw people involved in a music therapy group and one person attending the onsite gym.