Crawford Care Home

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 79 (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 were enabled to make choices for themselves and staff ensured they had the information they needed. We observed staff adapting support plans to reflect people’s preferences, such as meal choices and daily routines. Records showed regular reviews with input from people and their families Staff had an excellent knowledge of the people who lived at the home including their communication styles and needs. This enabled staff to provide person centred care which met people’s changing needs and preferences.

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. People lived in a home where care was provided in a flexible way that supported choice and continuity of care. Many of the staff had worked at Crawford Care Home for some time and they consistently demonstrated how they understood people’s needs. The registered manager and staff promoted opportunities for people to join social activities in line with their preferences. For example, one staff member told us, “[Person] likes karaoke singing on a Tuesday, they sing on the dance floor and goes to the disco each month.” People were supported by staff who advocated with them to ensure they received joined up care and support. Health and social care professionals spoke positively about the knowledge and skills of staff to advocate on behalf of people. A health professional told us, “I am impressed with their persistent advocacy for each client to get the appropriate input and review from my service.”

The provider gave people clear, accessible information about their care and treatment. Staff explained options in ways people could understand, using plain language and visual aids where needed. People and relatives told us they knew how to raise concerns and felt confident action would be taken. One relative said, “They keep me well informed.”

We observed staff checking understanding and offering written summaries of discussions. Information about complaints and advocacy was displayed in communal areas and available in easy-read formats.

The provider actively listened to people and involved them in decisions about their care. People and those close to them were supported to understand and raise concerns or make complaints when this was needed. Staff knew people well and said they would recognise if someone was not happy with any aspect of their care. People described feeling heard and respected. One person said, “They always check with me about what I want.” A relative told us, “The major thing is that [named person] is happy there and staff involve me in the care plans and ask for my opinions.”

We observed staff asking for feedback during visits and acting on suggestions, such as adjusting visit times. Surveys and meeting minutes showed people’s views were considered in service planning.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The registered manager and staff understood the needs of people with a learning disability and autistic people and worked hard to ensure typical barriers faced by people were removed or mitigated against. For example, staff worked with health and social care professionals to ensure people accessed regular health checks and medicine reviews. The registered manager shared an example of positive outcomes for people when they had been supported to access appropriate support. They told us, “As a result of consistent, person-centred support and effective multidisciplinary working, there have been no incidents of dysregulation or [episodes of distress] for many years. People told us they could get help promptly and felt supported to attend appointments. There was an effective on‑call system in place, ensuring staff could access support and guidance at any time.

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 registered manager and staff spoke of how they understood people’s rights to make choices which supported them with positive risk taking. Positive risk‑taking empowers people with a learning disability to make their own choices, supported at the right level to keep them safe and promote independence. Support plans included detailed individualised information to guide staff on actions to take to mitigate potential risks whilst ensuring people were supported to make choices.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life. Staff discussed future options sensitively and revisited conversations when people were ready. The registered manager and staff spoke of how they had approached difficult topics informally with people and gradually over time this had for developed into detailed advance care plans completed with people and their families. The information available was detailed, person centred and truly reflected people’s choices to be supported in their home where possible. Staff confirmed they received training in sensitive conversations.
Whilst the service was not supporting anyone at the end of their lives at the time of our assessment. The service demonstrated a thoughtful and person‑centred approach to end‑of‑life care. The registered manager and staff told us how they had supported a person with dignity and respect, ensuring their wishes and preferences were honoured. This included arranging meaningful experiences, such as celebrating Christmas early so the person could enjoy a tradition that was important to them. Following the person’s death, the service continued to offer sensitive support to the people who lived there. Staff created space for individuals to talk about their feelings of grief and loss, using reassurance, familiar routines, and accessible communication to help people understand what had happened. This compassionate approach ensured that both the person at the end of their life, and those who were grieving afterwards, received the emotional support and continuity they needed.