Burnt Tree Croft

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 good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We found some staff interactions with people during dinner service, to be task focused, rather than person-centred. For example, we saw staff putting meals down without any conversation and not engaging with people during dinner service. This information was fed back to management on the day of our assessment.However, other observations showed staff treating people with kindness, empathy and compassion. One person told us, "They [staff] are busy, but we always have a chat and a laugh, that makes my day brighter." Another person told us, “They [staff] are wonderful, nothing is ever too much trouble." People told us staff respected their privacy and dignity, with one person telling us, “They [staff] always knock on my door before entering and ask if I’m okay. They know I like my own space.” Relatives were also positive about staff kindness. One relative told us, “They [staff] are very kind and thoughtful. For example, on Mother’s Day we gave [relative] a new cup and saucer and a member of staff asked if [relative] would like another cup of tea in their new cup.”

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. People’s rooms were personalised according to their personal preferences and care plans include information around people’s personal, cultural, social and religious needs.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us they felt supported to make decisions regarding their care. One person told us, “The staff offer me baths and showers often, but they [staff] respect me if I don't feel like having one when I’m having an off day, but the option is always there." Staff respected people’s personal preferences. One relative told us, “[Relative] can make choices about their daily life. For example, they can stay up as long as they want, if other people want to go to bed.”

Trips were arranged for people at the service. One person told us, “We go to Cleethorpes, trips out, it's good fun.” Equipment was in place for people to promote independence. For example, 1 person was provided with a specialised chair, to enable them to participate in activities, sit communally to enjoy their meals, and interact with others.

The provider listened to and understood people’s needs, views and wishes. Most observations between people and staff were seen to be positive. However, we observed one person to be upset during mealtime, which was not responded to promptly, leading to this person refusing to eat. This was brought to registered managers attention during our assessment, to retrospectively address.However, when we asked people about staff responding to their call bells. People were mainly positive telling us, “[Staff] come quick when I need them, I never feel ignored.”

The provider cared about and promoted the wellbeing of their staff. Managers supported and enabled staff to deliver person-centred care and staff told us they felt valued and treated in a way which was supportive. Staff supervisions and meeting records highlighted a positive work culture, where leaders respected the feedback and input from their staff. One staff member told us, “Supervisions are useful, I feel listened to by [managers].”