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Croft House Care Home Limited Outstanding

Inspection Summary

Overall summary & rating


Updated 22 February 2020

About the service

Croft House is a residential care home located in Eastburn near Keighley. It provides personal care for up to 29 people aged 65 and over. At the time of the inspection there were 23 people living in the home.

People’s experience of using this service and what we found

People received exceptional outcomes using the service. People had experienced a better quality of life after moving to the home, made possible due to the dedication and skill of the staff team. People received care from a highly knowledgeable staff team who had access to a wide variety of training and support. The service had developed extremely strong working relationships with local health professionals which ensured people’s healthcare needs were fully met. The service was creative in the ways it promoted good nutrition and hydration, in a way that worked for each individual.

Staff were exceptionally kind and caring to people and were dedicated to ensuring each person had as comfortable a life as possible. All staff and the management team demonstrated extremely caring and person-centred values. People were treated with a high level of dignity and respect. People were truly listened to by staff and their views and opinions used to ensure an individualised framework of care and support. Staff promoted equality and diversity in creative ways, ensuring people’s rights were continuously upheld.

People’s needs were fully assessed by the service and used to develop a comprehensive range of care plans which were well understood by staff. The service fully met the requirements of the accessible information standard, ensuring creative aids were available to support people’s communication and understanding. An excellent range of activities and social opportunities were available to people and there were exceptional links with the local community.

Everyone involved in the service provided exceptional feedback about the overall quality of the service. There was a truly person-centred culture with the management and staff team and all were highly involved in peoples’ care and support. The service sought and developed its own best practice to be at the forefront of high-quality care. A range of audits and checks were undertaken to ensure continuous improvement of the service.

The service was safe. Risks to people’s health and safety were assessed and mitigated. Medicines were managed in a safe and proper way. There were a high number of staff available each day to provide people with stimulation, interaction and ensure they were safe. Incidents and accidents were logged and investigated and learnt from where appropriate.

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

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was good (published 23 May 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

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

Inspection areas



Updated 22 February 2020

The service was safe.

See details in our safe section below.



Updated 22 February 2020

The service was extremely effective.

See details within our effective section below.



Updated 22 February 2020

The service was extremely caring.

See our caring section below.



Updated 22 February 2020

The service was extremely responsive.

See our responsive section below.



Updated 22 February 2020

The service was extremely well-led.

See our well-led section below.