6 July 2017
During a routine inspection
Windmill Place is a domiciliary care service and provides extra care housing to people in their own homes in Thame. At the time of the inspection the service was supporting 18 people. The service also supported a number of people with other services such as shopping and housekeeping.
There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People who were supported by the service told us they felt safe receiving care from staff. Staff had a clear understanding on how to safeguard people and protect their health and well-being. People received their medicines as prescribed. The service employed enough suitably qualified and experienced staff to meet people's needs. The provider had robust recruitment procedures and conducted background checks to ensure staff were suitable for their roles.
People’s care plans outlined individualised risk assessments to keep them safe and to help them maintain their independence. Where risks to people had been identified, risk assessments and risk management plans were in place to manage the risks. Staff were aware of people’s needs and followed guidance to keep them safe.
Staff told us they received adequate training and support to carry out their roles effectively. People felt supported by competent staff who had access to regular supervision (one to one meetings with their line manager) and appraisals to help them meet the needs of the people they cared for.
The Care Quality Commission (CQC) is required by law to monitor the operation of the Mental Capacity Act 2005 (MCA) and report on what we find. People were supported to have choices and control of their lives and staff supported them in the least restrictive way possible. The provider had systems in place to support this practice. The registered manager and staff had a good understanding of the MCA and applied its principles in their work.
People were supported to meet their nutritional needs. Food choices were available and people were supported to have their meals when they needed them. Staff treated people with kindness, compassion and respect and promoted people’s independence and right to privacy. People received care that was personalised to meet their needs.
People were supported to maintain good health, had access to healthcare services and were referred for specialist advice as required. Staff knew how to adjust the support to people when their needs changed.
People’s needs were assessed to ensure the service could meet them. People’s care plans outlined their needs, wishes and preferences. People, their relatives and representatives, where applicable, were involved in care planning and reviews. People knew how to complain and concerns were managed in accordance with the provider’s complaints policy. The service looked for ways to continually improve the quality of the service. People had opportunities to provide feedback about the service and the care they received. Staff knew the people they cared for and what was important to them. Staff supported and encouraged people to engage with a variety of social activities of their choice within the service as well as in the community.
Windmill Place had a clear management structure which was open, transparent and promoted strong organisational values. This resulted in a caring culture that put people using the service at the centre. People, their relatives and staff were complimentary about the management team and how the service was run. The provider had effective quality assurance systems which promoted good quality care.
The registered manager informed us of all notifiable incidents. The registered manager had a clear plan to develop and further improve the service. Staff spoke positively about the management support and leadership they received from the management team.