Croft House 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 good. At this assessment the rating has remained 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.

Records we reviewed were detailed and personalised. Staff understood the importance of person centred care and feedback we received supported that people were treated as individuals. We observed meaningful interactions during our onsite inspection. One staff member told us, “All staff are provided with the training and support needed for them to be able give person-centred care and to be able to keep residents safe and well looked after at all times.” People told us they were offered a choice of activities, but staff also respected if they did not wish to participate. One person told us, “I am not one to join in activities, but they do ask me.” Another person told us, “They have a lot going on if you want to join in, but often staff will come in and have a chat.”

The provider ensured people had access to information around activities and things going on around the home and had some memory books of activities, and of people who have lived there and now passed on.

Staff completed daily notes for people that were meaningful and reflected each person’s needs and staff had also completed training in person centred care.

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.

There was good continuity of care at Croft House Care Home, and the staff knew people well. The service had a low turnover of staff and a stable staff team. Staff communicated well with external health and social care professionals to support people’s needs. Records included information provided by external health and social care professionals.

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

Managers and staff were aware of their responsibility to meet people’s communication needs and make information accessible. People’s communication needs were recorded to ensure staff knew their preferred way of communicating and if they required any additional communication aids, such as hearing aids or glasses. People’s information was kept secure and confidential.

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.

The provider carried out resident and relatives’ meetings and people told us they felt listened to. One person told us, “When we have meetings, we are listened to. We suggested a lift from dining area to garden would be a good idea, and it has been installed.” Another person told us, “We have residents’ meetings and I do go to them, and you can say what you like there and it is taken note of and written down.” The provider also provided opportunities for people to give feedback around things such as the activities on offer and involved people with choosing the colours and wallpaper for the recent renovations. We also reviewed impact statements from people about how the provider had encouraged them to engage in their hobbies and the positive impact this had had on people.

The provider had a complaints and compliments policy in place and at the time of the inspection, there were no ongoing complaints.

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

People had access to health services and activities. The provider encouraged people to participate in activities and continue with hobbies that were important to them, such as painting and drawing. One person told us, “We have a lot of activities going on and I love to join in with them.” Records showed people had been referred to external agencies when there had been concerns about their health. Care plans considered people’s needs and were accessible to staff.

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 provider ensured people were supported to have equitable outcomes. We received no negative feedback regarding concerns around discrimination or unequal experiences. People experienced positive outcomes and improvements in their health and wellbeing. People had access to external health providers and healthcare professionals.

Staff had completed training in equality and diversity, and staff understood people had a right to be treated fairly and equally.

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.

The provider had processes for planning for the future such as end of life wishes and preferences. We saw evidence that people and their relatives were involved in planning for the future and outcomes and goals were documented within people’s care plans and reviews were being carried out.

Staff spoke positively about the importance of supporting people and their relatives in planning for the future, particularly around end of life support. One staff member told us, “I feel we give peoples family the love, care and support they all need, we don’t just think about our residents, we support the families as well, especially during end of life care.” Another staff member told us, “Those that are admitted at the end of their lives are given compassionate care honouring their wishes and emotional support is given to all family members as well as the resident.”