Windermere House

Windermere House is a residential care home that provides care, accommodation, nursing and rehabilitation for people with an acquired brain injury (ABI). It was registered for the support of up to 41 people. Five people were living at the service on the day of our inspection.

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

People received personalised care and support specific to their needs and preferences. People were protected from the risks of harm, abuse or discrimination because staff knew what actions to take if they identified concerns. There were enough staff working to provide the support people needed. Staff understood the risks associated with the people they supported. Risk assessments provided guidance for staff about individual and environmental risks. People received their medicines safely, when they needed them.

Care was person-centred and promoted people’s dignity, privacy and human rights. People’s individual needs and choices were recognised, and respected. This had been effective in supporting people to achieve goals and facilitate their rehabilitation. People were supported to have 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.

The provider and staff had worked hard to develop good leadership. Quality monitoring systems had been embedded and morale was good amongst the staff team. We spoke at length with the management of the service about their ongoing plans for Windermere House. They gave us assurances and described positive plans as to how they wished to develop and advance the service over time and when occupancy levels increased.

We received positive feedback in relation to the care people received and how the service was run. One person told us, “I’m happy here, they’re a good bunch. I get to do the things that I want.” A relative added, “I can’t fault the care, I think they are brilliant.”

Due to the COVID-19 pandemic, the provider had ensured that appropriate infection control procedures were in place to keep people safe. This included increased cleaning and ensuring adequate supplies of personal protective equipment (PPE) were available. Staff completed training in relation to COVID-19. We were assured the provider managed infection prevention and control through the COVID-19 pandemic.

Staff had the skills and knowledge to meet people’s needs and preferences. They received training, regular supervision and attended team meetings to support them in their roles. People’s nutritional and hydrational needs were met. There was regular involvement from health and social care professionals, who spoke positively about the support people received. One health professional told us, “I’m very pleased with the work they do for my client. They make sure they follow our guidance and we’re seeing really good progress.”

We observed a kind and caring culture. People and professionals spoke positively about the support staff gave to people. We observed positive interactions between people and staff throughout the inspection.

People’s care plans were personalised and gave staff the information they needed to support people. We saw people were supported with their communication needs and their preferred activities in accordance with their care plans.

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

Rating at last inspection

This service was registered with us on 17 December 2021. This is the first inspection.

Why we inspected

This was the first inspection for this service and was carried out to support an increase local capacity for this specialist service type.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

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.