Winchester Heights Care Home

The service is a dual-registered location. This means 2 registered providers are responsible for the service delivery at this home. The registered providers, Willow Tower Opco 1 Limited and Willowbrook Healthcare Limited, are both equally responsible for the delivery of all services at this home.

The second floor of the service provides support for people who live with dementia. At the time of our inspection 88 people lived in the service. Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This means help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

The provider had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. Managers ensured staff received training and regular support to maintain good-quality care.

Recruitment was not always carried out in line with Schedule 3 of the Health and Social Care Act 2008 because the provider did not always seek the reason applicants had left their previous roles in Health and Social Care and did not attempt to assure themselves of applicants conduct in all previous roles within Health and Social Care. Medicines were not always managed safely.

The provider was in breach of regulations in relation to assessing risk, medicines optimisation, person-centred care and good governance.

People did not always receive person-centred care. We observed 6 people receive limited interaction over a period of 2 hours. There was a lack of meaningful engagement during this time.

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. The provider supported staff wellbeing.

People knew how to give feedback and were confident the provider listened and acted on it. People received fair and equal care and treatment and were involved in planning their care.

Leaders and staff had a shared vision based on listening, learning and trust. Leaders were visible, knowledgeable, and supportive, helping staff develop in their roles. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities.