Croft House Care Home Limited

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question outstanding. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff were observed interacting warmly and professionally, offering reassurance and support without rushing people. People and relatives consistently described staff as caring and approachable. People appeared well cared for, and laundry was managed effectively, which relatives praised.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider always supported people to be treated as individuals and respected their personal preferences. People told us they could choose what to wear, eat, and do. Relatives told us staff understood people’s needs and adapted care accordingly, saying, “Everyone treated my relative as a person of importance and value.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were encouraged to make decisions about meals, activities, and personal care, and staff supported these choices sensitively. One person said, “I can do what I want when I want. The staff help me if I need help but encourage me to be independent.” We observed people were offered options at mealtimes and supported at a steady pace when assistance was needed. For example, people who needed high rimmed plates were supported to have these and example meals were plated and shown to people so people could make informed choices.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

The provider always responded to people’s immediate needs, and staff were generally quick to assist when called. People and relatives told us call bells were answered promptly, and medicine was administered on time, with pain relief available when needed.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff spoke positively about working at the service, describing good teamwork and approachable leadership.