Windmill Manor

This report from the Care Quality Commission (CQC) provides an overview of Windmill Manor, a care home that offers personal and nursing care for up to 50 residents, many of whom live with dementia. The inspection focused on assessing the quality and safety of the care provided across five key areas. This summary highlights the inspectors' findings in each of these areas, aiming to give families a clear picture of the home's strengths and areas for development.

Regarding the safety of the service, inspectors noted that while residents generally felt safe with staff and appropriate risk assessments were in place, there were concerns about staffing levels. Feedback from residents, relatives, and staff indicated that there weren't always enough staff to meet everyone's needs, which at times impacted care delivery, particularly during mealtimes. Inaccurate recording of topical creams and the effectiveness of the staffing calculation tool were also identified as areas requiring improvement, although the provider has taken action since the inspection to address these issues.

On the effectiveness of care, the home consistently provided good outcomes for residents. Assessments were thorough and personalised, ensuring care plans were tailored to individual needs and preferences, utilising nationally recognised tools. Staff received good training and regular supervision, with residents and relatives acknowledging their competence. The home also ensured residents received food they enjoyed and that their dietary needs were met, with positive feedback received about the food quality.

The caring aspect of the service was consistently highlighted as a strength. Residents and their relatives shared positive feedback about the staff's kind, compassionate, and respectful approach. Inspectors observed pleasant interactions, noting that staff always respected residents' privacy and dignity, and encouraged their independence. Even when staff were busy, their caring demeanour helped to mitigate any impact on residents.

In terms of responsiveness, the service demonstrated a good ability to meet residents' needs. There was a range of suitable activities available, and care was planned in a personalised way with regular reviews, involving residents and their families. Residents knew how to make complaints, and these were handled appropriately. Healthcare professionals also provided positive feedback about the staff's communication and adherence to care strategies, indicating effective collaboration.

Finally, concerning the leadership of the service, while there were effective systems for checks and audits, and good engagement with residents and staff through meetings, some aspects of leadership required improvement. Issues with staffing records and the management of topical cream administration were noted, though audits were generally effective in identifying and addressing problems. The home showed evidence of working with the community and other organisations to enhance resident care experiences.