Windmill Manor

Updated 12 December 2024

Date of assessment: 22 to 31 January 2025: This was a responsive assessment based on concerns raised by the local authority. Windmill Manor is a nursing and residential care home providing support to older people, and people living with dementia, some of whom had nursing needs as well as physical disabilities or mental health needs. There were 55 people living at the home at the time of our inspection. At our last comprehensive inspection of the service (published 22 January 2020) the rating for the service was 'Requires improvement' in the key questions Safe and Well-led. During our assessment, we found the service had improved and the rating has now changed to good. We found the upstairs environment was malodorous and the lounge/kitchen area showed signs of neglect. The provider has since confirmed that a complete refurbishment of this area is underway. We found some people’s risk assessments and care plans were generic in content and lacked detail specific to the person. However, risks associated with this were mitigated since staff we spoke with had a clear understanding of people’s risks and needs as defined in their care plans. The provider reported incidents in a timely manner to the local authority and CQC. There was a culture of openness where managers investigated incidents thoroughly and identified lessons that could be learned from accidents or incidents. People were protected and kept safe and were confident they could raise concerns. There were enough staff with the right skills, qualifications and experience. Staff were recruited safely and had effective training, support and supervision in order to ensure the delivery of good quality care. Staff managed medicines well and involved people and family members in planning any changes. There was a culture of improvement and inclusivity which had led to people experiencing positive outcomes and enhanced their quality of life.

Updated 12 December 2024

We received positive feedback from people and their family members during the assessment. We observed interactions between staff and people and it was clear staff understood people’s care and social needs well. They adapted their approach and support in line with people’s individual preferences. People felt they were well cared for by competent staff, and said, “I've met a lot of the carers and the way they care for [person] makes me feel they are safe.” Where concerns were raised, people felt listened to, that actions were taken and improvements made, one person told us, “I don’t feel I’ve needed to complain about anything, but if I did, I feel they would deal with it correctly.” People had choice in their care and were encouraged to maintain relationships with family and friends. They said they received good quality care from knowledgeable staff who treated them as individuals. They spoke very positively of the staff, managers and their experience of living at the home. They said they were supported by staff who were caring, friendly and who understood their needs well. They felt safe and were involved in planning their care and understood their rights. We observed staff encouraging people to be as independent as possible in a variety of tasks.