Craven Nursing Home Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The registered manager made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People consistently told us they were able to choose what they wore, ate and how they spent their day, and staff supported these choices respectfully. We saw warm, unrushed interactions during personal care, mealtimes and activities, and people appeared comfortable and well presented. Staff knew people well, including their routines, personal histories and what mattered to them. Relatives spoke positively about how staff treated people “with respect and kindness all the time”, and one person described staff, “like sticks of seaside rock – kindness runs right through them.”

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.The registered manager made sure people received coordinated care that met their needs and was supported by effective clinical oversight. Care plans were routinely reviewed, detailed and linked well to risk assessments and medication requirements. Staff understood people’s health needs, and there was clear evidence of timely referrals when people’s conditions changed.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider made sure people, families and staff received clear and accessible information that helped them understand care choices, processes and changes. Information about activities, menus and plans was available in communal areas, and communication cards and tools were used for people who needed support expressing their needs.The service's communication strategy was comprehensive, offering weekly newsletters, daily social media updates, a monthly printed newspaper, a digital information screen, and “Meet the Team” campaigns to keep people and relatives consistently informed. All communications had been made accessible through large‑text formats, website accessibility tools, and translation features.

The registered manager made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People told us staff asked for their preferences and checked they were happy with arrangements, such as preferred carers, daily routines and gender preferences for personal care. Relatives said the registered manager welcomed feedback and encouraged ongoing dialogue, describing an “open door” approach from the manager and deputy. People told us they could raise concerns at any time and felt confident they would be acted on. People were included in conversations and decision making, and relatives described staff as “always willing to listen and act quickly if needed.” Regular meetings for relatives further strengthened involvement and shared understanding.The service had an approach to gaining people's feedback called,“My Voice, My Choice." This initiativeprovided people, relatives, staff, and professionals with an easy and anonymous way to share feedback between quarterly surveys by introducing a dedicated suggestions email address and an anonymous feedback box placed in reception, ensuring all voices could be heard and acted upon.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider made sure people had fair access to the care, support and activities available in the service. People told us they could join activities if they wished but were never pressured. The activity programme was varied, including 1:1 support, trips out and themed days, ensuring everyone could take part in ways that suited them.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The provider made sure people experienced positive outcomes and that support was consistent across different groups. People told us they felt safe, respected and well cared for. Observations showed warm interactions and a calm environment where people’s dignity was upheld. Relatives described care as “excellent” and felt their family members were achieving positive outcomes, including nutrition, mobility and emotional wellbeing. People were supported to maintain relationships, routines and interests, and we saw no evidence of any group receiving inconsistent or lesser support. The service had different initiatives such as "Country of the Day" and "Race Equality Week" to celebrate diversity and understand different cultures.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Staff made sure people were supported to plan for the future, including their preferences around health changes, end of‑ ‑life care and important decisions. Advanced care plans and advanced decisions were clearly documented and regularly reviewed. People and relatives were encouraged to discuss future preferences, and staff provided sensitive explanations about options. The service worked well with external professionals to ensure plans were clinically informed and aligned with people’s best interests, especially where people lacked capacity. Relatives told us staff were proactive in discussing future needs and ensured they had opportunities to contribute. People were supported to maintain routines and meaningful connections, helping them prepare for future changes in a dignified, person-‑centred way.