Critchill Court

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 since it was registered to the current provider. 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.

Care plans were very personal to the individual. They gave information about people’s likes and dislikes as well as their needs. This meant staff had the information they needed to provide care which was tailored to each individual.

The provider understood the diverse health and care needs of people, so care was joined-up, flexible and supported choice and continuity.

Staff worked with other professionals to make sure people’s individual needs were met. Staff met weekly with local medical professionals which enabled them to discuss people’s needs, seek advice and ensure appropriate referrals were made to specialist services.

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

The provider told us in their Provider Information Return (PIR) “All our policies can be translated into different languages, made available in easy-to-read fonts, and provided in audio format or Braille to meet individual needs.” Some information, such as menu boards, may not be appropriate for people living with dementia. The registered manager gave assurances that changes would be made to make this information more accessible for everyone.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

The provider held regular meetings for people and their relatives to enable them to share their views. Following suggestions made at a residents and relatives meeting, changes had been made to information provided to people when they moved in.

People said they would be comfortable to make a complaint if they were unhappy with any aspect of their care and support. One person said, “I would definitely make a complaint. I’d talk to the one in charge. I don’t have any complaints.” Another person told us, “I would tell them if there was something I wasn’t happy about."

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

Appropriate referrals were made to specialist services in accordance with people’s needs.

Staff had received face to face training in caring for people living with dementia. Staff said the training had made them think about their practice and some said they had made changes because of the training. This helped to make sure people living with dementia had the support they required.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

The provider told us in their PIR, and records seen confirmed, all staff now received training in equality and diversity. This helped to ensure they were able to recognise and address any issues of discrimination to make sure everyone was treated fairly.

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 and/or their representatives could visit Critchill Court before deciding to make it their home. This helped people to decide if it was the right place for them. One relative told us, “When I first visited the home to have a look round it had a ‘nice feel’ to it particularly concerning how caring staff were to residents.”

People were able to express their wishes about the care they would like to receive at the end of their lives. This information was recorded in care plans to make sure people received care in accordance with their wishes.

We saw compliments from people whose relatives had died at the home thanking the staff for the care they provided. One person had written “I know he felt happy and relaxed at Critchill Court, you have all made his last year an enjoyable one for him. “A relative we met told us, “When [person’s name] died, they were superb at supporting the family, we couldn’t have asked for more or better support."