Croft House Care Home

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 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

During our onsite inspection, we observed staff treating people with respect and promoting people’s dignity at all times. Staff engaged well with people, and it was clear to see there was a good rapport between staff, people and their relatives/visitors to the home. Interactions were warm and meaningful, which contributed to a relaxed and calm atmosphere. We observed activities taking place and the positive impact this had on people. Staff were observed engaging with people in their rooms and people’s rooms were personalised and homely. The home had an overall homely feel, and we saw people’s artwork displayed around the home, along with photographs. People had also been involved in choosing how the home was decorated, including the current renovations taking place.

Staff spoke positively about people and the importance of ensuring people were treated with kindness and respect. Comments included, “One of our main strengths is the relationships we build with all our residents and their families. They know us and we know them” and “I enjoy my job here very much; I love giving the care to the people we support.”

People and their relatives told us staff were caring and always made time for them. Comments included, “I am treated with dignity and respect, they do not rush me and are so kind” and “They [staff] go out of their way to make things good for us here, I feel very safe here.” One relative told us, “They show my [relative] compassion, and are very kind to my [relative]. We are very happy with the care they receive here.”

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.

Care plans were personalised and reflected people’s likes and dislikes. Staff understood people’s individual needs. One staff member told us, “The standards of care are good, and I feel that we do deliver high quality care focused on each resident's individual needs.” We observed people’s rooms were personalised and homely. They contained items that were important to that individual such as photographs and ornaments.

People’s individual dietary needs and preferences were identified. For example, some people required food that was tailored to specific conditions such as diabetes and records reflected this.

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

Care plans identified people’s preferences and choices and how people preferred to have their care needs carried out. People’s care plans identified which aspects of their care they were able to complete themselves and where they required support from staff. One person told us, “They [staff] are there if I need them, but at the same time, they keep me independent.”

We observed staff promoting independence during our onsite inspection and offering choices with meals and activities. Relatives felt staff understood and responded to people’s individual needs well. Relatives confirmed that there were no restrictions on visiting and the home was warm and welcoming.

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.

People told us they could ask staff for support when needed and that call bells were answered promptly. One relative told us, “The call bell is always answered very quickly so they keep a close eye on my [relative].” One person told us, “If I press my buzzer, it is always answered quickly, they worry about me here.” The provider also completed a weekly call bell analysis to review how timely the call bells were responded to and gain feedback from people.

We observed staff responded to people’s needs in a timely manner and there were staff available to assist 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 Croft House Care Home and the support they received from management. Comments included, “I feel the management team at Croft House Care Home is very approachable. I have approached them with both work related and personal issues and I felt they always listen to me and try to support me the best way they could.”

Staff received regular supervisions and the provider also had processes in place to support staff wellbeing via staff meetings and training.