Windermere House

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

We assessed one quality statement in the responsive 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 supported to overcome barriers to health and social care. Staff and management advocated for people who were at risk of inequalities in care. Provisions were made to ensure people had access to care and support services and access to the community to lead a full life. Where people’s communication or cognition could potentially form a barrier to care and support, staff worked with people to understand them and ensure they had access to services. People and relatives were able to give feedback through meetings and informal discussions.

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 Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

...Staff looked at options to promote positive experiences and outcomes for people. For example, staff spoke of how a person might express their emotions verbally and decline support; and how by getting to know the person and understanding about potential triggers to this, staff have developed their approach and as a result, noted incidents have greatly reduced. Staff consistently reviewed people’s needs to promote positive experiences and outcomes. People were listened to and supported to utilises health and social care services. Records showed staff recognised when people needed support, for example with their health. One person told us, “They have been great at getting me medical attention when I have needed. Any problems they will call the doctor”. People who were at risk of inequalities in care were identified and staff ensured appropriate support was in place for them. Where people were not always able to express their views, staff would make changes in response to their reactions. Staff gave examples of how they ensured people received consistent support, a staff member said, “[Person] has key staff members working with them to help to reduce their stress. The key worker system works well with them”. People have care and support that is co-ordinated, and everyone works well together. People’s care records were person-centred and contained information which was important to them. Staff were aware of and followed the provider’s equality and diversity policy. Preadmission assessments and subsequent care plans were completed to ensure people with protected characteristics needs were met. Staff respected people’s beliefs and cultural needs one told us, “Some people come from different countries and some have different religion, we respect their beliefs”. The manager had an open-door policy and was accessible to people and staff and valued the views of people and their relatives.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.