Croft House Care 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 outstanding. At this assessment the rating has changed to 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 provider 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 received care that was generally tailored to their needs and preferences. Staff knew people well and were observed providing support that reflected personal choices, such as meal preferences and daily routines. One relative said, “Since moving here my [relative] has really improved and that’s down to the care the staff give.”

The provider 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 service worked well with partners and were able to source additional support when people’s needs changed. Managers and staff had a good understanding of how to support people with dementia and were provided training in this area to reflect the diverse needs of the people they supported. Family members and people told us there was continuity of care with the staff team.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s individual communication needs were assessed, recorded and respected. Information was provided in accessible formats when needed. Pictures were used to ensure people with dementia could understand their care and communication flash cards were developed for those who needed additional support in this area.

The provider 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.

Staff were observed engaging positively with people and relatives, and relatives’ meetings had resumed, providing a forum for feedback. People told us they felt listened to when they raised concerns, and changes such as wash times were made following requests.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The premises were fully accessible, and people did not experience discrimination. People could access the garden freely in good weather, and safety measures such as sunshades and sunscreen were in place.

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.

Care staff had undertaken equality and diversity training. Staff, people and family members did not identify any concerns about discrimination.

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.

People had clear guidance on how they would like to receive end of life care, and anticipatory medications were in place for those approaching the end of life.