Critchill Court

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 since it was registered to the current provider. 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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity.

The management team led by example to make sure people were treated with kindness and respect. Throughout our visit we saw kind and caring interactions between people and staff. One person told us, “All the staff are lovely, really nice. Some of the girls are exceptional."

The provider 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.

People felt they were able to follow their own routines. One person said, “You can do what you like. I feel very much at home.” Another person told us how they liked to be independent, and staff respected this.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care and wellbeing.

Staff knew people well and how they liked to spend their time. One person commented, “It’s all very flexible, you can do what you like, and no one questions you.”

There was a programme of organised activities which people could choose to join in with. During the inspection we saw people in groups playing games and taking part in gentle exercise. There was much laughter and chatter showing people were enjoying the social stimulation.

Some people thought that activities could be improved. One person told us, “The activities could be better.” The provider was aware of the need for improvement in this area and had recently increased the number of activity staff. One visitor commented, “The activities have improved since the new lady came. She is brilliant at getting residents involved."

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.

Throughout the inspection visit we observed staff responded to people promptly when they needed assistance. Some people were living with dementia, and staff were kind and gentle with people who became upset or disorientated.

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

Since taking over the care home the provider had arranged team building sessions to help staff to bond as a team. The registered manager told us this had had a positive effect on staff morale and the culture of the home. They had implemented a QR code where staff could leave feedback at the end of the shift. They also had an employee of the month award where staff could receive a voucher in recognition.

Most staff spoken with felt valued by the provider. One said “Always receiving appreciation, there is a QR code which you can scan when you leave your shift, and you can leave feedback. The managers receive regular feedback.” Another member of staff said, “I feel like I’m valued and that I’m part of it."