About the service: Windsor Court is a residential care home that was providing personal and nursing care to 40 people aged at the time of the inspection. Care was provided to older and younger people, who were being supported with physical or mental health needs.

People’s experience of using this service:

People, relatives and staff told us Windsor Court was very 'homely'. People looked relaxed and comfortable. Staff were friendly and knew people well. The registered manager told us they wanted people to feel the service really was their home. Relatives were warmly greeted and made to feel welcome with cups of tea and offered to share meals with their family member. Special occasions were celebrated with birthday cakes and parties. People were treated with dignity and their independence was promoted.

People told us they felt safe. Staffing had improved since our last inspection with more staff working during busier times of the day. People told us their requests were responded to quickly. Processes were in place to make sure the home was safe. Equipment was checked regularly to make sure it worked properly. Medicines were well managed. The home was clean.

Staff were well trained and knowledgeable about their roles and the care people needed. People's needs had been assessed. Staff had detailed and specific information about how to care for people. However, we saw less information was available about how to support people when their behaviour could challenge staff. We have set a recommendation about this. Staff were proud of the innovative work and good outcomes they had achieved in reducing people's risk of pressure damage.

Improvements had been carried out to the building since our last inspection. There was better use of signage, communal areas had been refurbished and the decoration had been chosen so it was meaningful for people who lived at the home.

People's rights were upheld. People were given choice and their decisions were respected. Where people did not have capacity to make decisions, they were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.

A full time activities coordinator planned a range of events and activities within the home. People also attended social groups and visited their local community regularly.

The service was well run. The provider and registered manager carried out checks to make sure that the service was delivering a good service. They had introduced new strategies since our last inspection to improve the service.

Rating at last inspection: Requires Improvement (Published in November 2017)

Why we inspected: This was a planned inspection based on the rating at the last inspection.

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

This was an unannounced inspection carried out on 19 September 2017.

This was the first inspection of Windsor Court since it was registered with the Care Quality Commission in February 2016. The premises had previously been owned by another provider.

Windsor Court is registered to provide personal and nursing care to a maximum of 44 older people, including people who live with dementia or a dementia related condition. At the time of inspection 42 people were using the service.

A registered manager was 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 said they felt safe and they could speak to staff as they were approachable. We had concerns however that there were not enough staff on duty to provide safe and effective care to some people.

People were protected as staff had received training about safeguarding and knew how to respond to any allegation of abuse. When new staff were appointed, thorough vetting checks were carried out to make sure they were suitable to work with people who needed care and support.

Appropriate training was provided and staff were supervised and supported. Staff had a good understanding of the Mental Capacity Act 2005 and best interest decision making, when people were unable to make decisions themselves.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible, the policies and systems in the service supported this practice.

People received a varied and balanced diet to meet their nutritional needs. Improvements were required to people's dining experience. Activities and entertainment were available to keep people engaged and stimulated.

People had access to health care professionals to make sure they received appropriate care and treatment. Staff followed advice given by professionals to make sure people received the care they needed. Systems were in place for people to receive their medicines in a safe way.

Risk assessments were in place and they accurately identified current risks to the person as well as ways for staff to minimise or appropriately manage those risks. Staff knew the needs of the people they supported to provide individual care, however records did not always reflect the care provided. We have made a recommendation that staff receive training about person centred care and personhood. Care was provided with kindness and people’s privacy and dignity were respected.

Changes had been made to the environment. Some areas had been refurbished. However, not all areas of the home were clean and well maintained for the comfort of people who used the service. The home was not designed to promote the orientation and independence of people who lived with dementia, although plans were in place to address this. We have made a recommendation that the environment should be designed according to best practice guidelines for people who live with dementia.

A complaints procedure was available. People had the opportunity to give their views about the service. There was regular consultation with people and/ or family members and their views were used to improve the service. People had access to an advocate if required.

Staff and relatives said the management team were approachable. Communication was effective to ensure staff and relatives were kept up to date about any changes in people’s care and support needs and the running of the service.

The home had a quality assurance programme to check the quality of care provided. However, the systems used to assess the quality of the service had not identified the issues that we found during the inspection with regard to staffing levels, people’s dining experie