Windsor Road

Updated 20 September 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

This inspection was carried out by one inspector.

Service and service type

Windsor Road is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke about Windsor Road with the registered manager, three people and three staff. We walked around the building to carry out a visual check. We did this to ensure Windsor Road was clean, hygienic and a safe place for people to live.

We looked at records related to the management of the service. We did this to ensure the provider had oversight of the home and they could respond to any concerns highlighted or lead Windsor Road in ongoing improvements. We checked care records of one person and looked at staffing levels, recruitment procedures and training provision.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training records.

Updated 20 September 2019

About the service

Windsor Road is a care home providing personal care to eight people aged 18 and over at the time of our inspection. The service can support up to 11 people. Accommodation is comprised of single occupancy rooms spread over two floors with lift access. There are sufficient washing and toilet facilities along with multiple shared spaces, including dining and lounge areas.

People’s experience of using this service and what we found

People told us staff were very effective at helping them stay safe. One person said, “They are there to support me along the way, but withdraw when I feel safe enough.” The registered manager trained staff to enhance their knowledge and responsibility in preventing abuse or harm. They developed good systems to reduce incidents and maintain a safe environment.

The registered manager deployed good staffing levels and skill mixes to meet each person’s needs. The registered manager provided a range of training sessions to upskill their workforce in the delivery of quality care. One person stated, “It's run by staff who know what they are doing.”

Staff commented they had good levels of evidence-based guidance to complete medication procedures safely. People confirmed they received their medicines as prescribed.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Care records held evidence people had discussed and signed their consent to care and treatment.

The registered manager and staff created a support programme centred on optimising people’s health, nutritional needs and life skills. One person told us, “The food is great.”

Staff and people interacted in highly respectful and caring relationships. One person said, “I feel I genuinely matter to them and they are always going the extra mile to make sure we are mentally well and enjoying our lives.” Care records included joint goal-setting to assist individuals to move on into independent living.

People and staff consistently stated there was strong leadership, who involved them in service development. A staff member commented, “I worked here before and the difference now is astounding. They handle things and the support for service users has considerably improved. I am safe in my job and that's down to [the managers].”

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was good (published 09 February 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.