Croft Avenue 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.

This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.
 

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.

People were treated with kindness, empathy and compassion. Staff respected people’s privacy and dignity. Staff treated colleagues with kindness and respect.
Comments from people included, “The home is alright, I’m safe here, [staff] do look after us, they are alright, the carers. They do come if you call them, aye at night too, but I’m usually asleep all night.” Another person said, “The [staff] are kind, very kind.”
 

Staff 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.
Observations showed staff knew people and their preferences well. Some people had favourite seats or specific lunchtime drinks preferences which staff clearly knew. People were well turned out, supported to wear their favourite jewellery and have their handbag or knitting bag with them if they wished.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
Some people commented that the lift being out of order affected their independence to go to their rooms at will. A relative said, “It’s the lift really, it takes [person’s] independence away as he can’t go upstairs or come back down without them, [staff have] given me a long explanation, but nothing ever happens, we have been told twice it’s going to be replaced and now they are waiting for repairs again”. The registered manager confirmed that upgrades to the lift were being prioritised.
People had choice over how they were cared for. Records were person-centred and people had been involved in creating their care plans. Staff gave people choices around their day-to-day activities, food and drinks.
 

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.
Daily care records showed staff reacted to people’s immediate needs quickly and appropriately. For example, staff ensured people received ‘when required’ medicines appropriately. When people had heightened anxieties staff acted quickly and confidently to reassure people and help de-escalate the situation in line with their care plans.
 

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.
Managers held regular supervisions and team meetings to support staff. Regular staff surveys were undertaken and were generally positive. Feedback from staff was positive, and comments when asked about management support included, “Absolutely, really good support they are approachable and contactable anytime.”