Housing 21 - Rowan Croft

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 the same. 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.

Staff treated people with kindness, compassion and dignity. People and relatives spoke positively about the staff. Comments included, “The staff are very good and some of them we consider as friends” and “The carers are lovely and they brighten up his day.”

Staff spoke with pride about the care they provided and the effect this had on people’s wellbeing. One staff member told us, “We have made such a difference to so many people’s lives… They are like an extended family.” Staff also told us they felt the care provided was of a standard they would be confident for their own family and friends to receive.

People’s dignity was promoted. We observed staff knocking on people’s doors before entering their flats. A relative told us, “They make me leave the room if I am there [when personal care was provided]. She lives on the second floor so nobody can see in from outside. They have everything at hand when giving her care so they are not in and out.”

The provider ensured people were at the centre of their care and treatment. Staff worked in partnership with individuals to understand their preferences and supported them to make decisions about how their care should be delivered.

Care plans contained detailed information about people’s personal histories, routines, likes and dislikes, which helped staff tailor their support in a way that reflected each person’s identity and needs.

People and relatives gave positive feedback about staff. They said people were supported by a stable and knowledgeable team who knew them well and provided individualised care.

Staff promoted people’s independence in all aspects of their lives although some documentation required clearer wording to evidence this. Activities such as a gardening club, bingo, arts and crafts, and regular coffee mornings were organised by people themselves, enabling them to choose how they spent their time. People and relatives told us staff encouraged people to do what they could for themselves, including preparing drinks or managing their own medicines where possible.

One person described enjoying their freedom, attending community groups and visiting friends independently. Staff were careful not to take over tasks unnecessarily and stepped in only when needed, ensuring people maintained control over their daily lives.

The premises also supported people’s independence. The environment was accessible, with communal areas and facilities that people could use independently or with minimal support, which helped people maintain control over their daily routines.

Staff knew people well, and many had worked at the service for several years, meaning they recognised when people needed support. People and relatives told us staff contacted health professionals promptly when there were concerns, including the GP, district nurses or ambulance services when required. One relative told us, “They always keep me informed. They would call the doctor or 111 and then call me.”

During our visit, we observed staff responding to people’s needs, including supporting them to move, helping them to rest on their bed, and offering assistance with drinks and meals.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person‑centred care.

Staff told they enjoyed working at the service and felt supported and valued. Quarterly check‑ins and meetings were carried out, giving staff structured opportunities to discuss concerns, reflect on practice and feel supported in their roles. One staff member told us, “It’s a really good place to work, we all look out for each other; if someone is struggling we help support each other. It is a good company to work for to be honest, with progression opportunities and also some good work benefits. There's some staff who have utilised acupuncture and massages for back issues which they can then claim expenses back for as part of the work benefits.”