Archived: Croham Place

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.

This is the first assessment for this newly registered service. This key question has been rated 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.

Relatives said staff encouraged people to make choices about their lives and about the support they received. They said where this was not possible staff would ask the relatives to contribute to the process to help enable staff to respect people's decisions and choices. One relative said, "We are always invited to reviews where we discuss with staff how our [family member] is getting on. Staff ask us and [family member] what we would like."

Care plans detailed people's physical, mental, emotional and social needs and integrated these needs into an outcome-based plan of support structured to ensure these needs were met effectively. The support plan outcomes for people were drawn up together with them, their relatives and health and social care professionals where appropriate and were signed off by all parties involved in the process.

Plans were reviewed on a regular basis appropriate to each individual person's needs. This meant people received individualised care and support to meet their changing needs.

Behavioural support plans were in place for people who needed them and we saw they had really helped to reduce these behaviours. The impact of this had helped to improve people's quality of life and enabled them to engage in more of their chosen activities.

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. For example, people’s care records evidenced they received consistent care across different settings and from different healthcare professionals. This included with their GP and community nursing teams. A record for each person was maintained detailing visits and communication with other professionals.

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

People and relatives felt they were provided with information and advice that was accessible and accurate in a way they could understand. People felt the staff team were approachable and could ask for information and this would be provided.

Staff understood the importance of ensuing information was up to date and accurate regarding people’s care and support needs. The staff team were aware of how to communicate with people to ensure communication was effective.

Communication care plans were in place to ensure staff had clear guidance and information to follow.

The provider enabled 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 used regular feedback surveys for people, their relatives, staff and other professionals to share feedback and ideas or raise complaints. The resulting feedback was analysed and trends identified so that improvement actions could be taken where necessary.

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

People were supported to access healthcare services when needed. We found people received their care and support when they needed this. They received their care and support in line with their stated preferences.

We found the home was accessible for all people and this meant people were not excluded.

Processes were in place to ensure people could access the care and support they needed. The registered manager undertook assessments, monitoring and reviews of people’s care needs and used this information to plan care and support in line with people’s preferences.

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.

Staff had completed training in equality, diversity, and inclusion to ensure they had the skills to treat people well and provide people with equal opportunities regardless of their protected characteristics.

People’s needs and identity were recorded in their care plans. Staff were given guidance on how to support the person’s needs to ensure positive outcomes.

People’s communication needs were recorded in their care plans. This gave staff the information they needed to more effectively communicate with people and understand their needs and wishes.
 

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 the opportunity to discuss their wishes and preferences for end-of-life care to ensure they can make informed decisions regarding their care and support.

Staff had completed end of life training. The management team told us people’s wishes were discussed during the care planning stage and this was reviewed if people’s wishes changed.