Croft Avenue 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.

This is the first assessment for this 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.
Daily records showed that people were supported in line with their care plans. Care plans had input from people, their relatives or advocates, and health and social care professionals. Care plans were person-centred and staff were observed following people’s care plans.
 

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.
Staff were given clear guidance and training around how to support people, recognise changes in their needs and when to contact external healthcare professionals. When asked if training was good, a staff member said, “Yeah definitely, anything I am unsure of I contact [the registered manager] for guidance and help will be provided.”
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
There was signage in place to help people navigate around the service. When new people arrived at the service they were provided with a welcome pack that included lots of information about their new home. Information was given to people in appropriate formats.
 

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.
Surveys were done regularly and the most recent results were positive. When complaints had been raised, the management team had acted on them appropriately. Throughout the service QR codes had been provided for people and families to share their experience of care online.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
Staff understood the importance of ensuring people had access to the right health and social care services, and helped them to do this through well planned and documented care.
 

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 registered manager ensured staff understood people’s needs, preferences and anxieties, and put the right processes in place to support people and staff.
 

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.
Staff had received suitable training and guidance was in place if needed. Records relating to end of life decisions were up to date and regularly reviewed.