Crofton Lodge

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 service involved people and treated them with compassion, kindness, dignity, and respect. This is the first inspection for this newly registered 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.

When staff interacted with people they were treated with kindness, empathy and compassion and staff respected their privacy and dignity. We received feedback from professionals who told us staff were nice to people and had their best interests at heart. People told us staff were mostly friendly and always treated them with kindness. We observed staff treating people with kindness and observed staff had a good rapport with people. People were supported to have visitors who could visit them privately in their rooms. People were also supported to phone and video call relatives.

The service 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. The manager told us, “We ask people how they would like their personal care, would they prefer a female or male staff member to support them. Listening to the person is important. To ensure care is person centred, we look at people as individuals.”

The service promoted people’s independence, and people had choice and control over their own day-to-day care, treatment, and well-being. Staff were positive in empowering people to be as independent as possible and celebrated this. We observed the mealtime experience for people. People were given a choice of where they would like to eat their meal, some people sat at a dining table, some chose to eat in their bedroom and one person was sat watching the television with their meal on a lap tray. We also observed people were eating different meals. This meant people were given independence, choice and control and their choices were respected. Staff were communicating with people in the way they preferred and were kind and compassionate.

The service 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. We observed staff responding positively to several people who were at different times in a heightened state of anxiety. We observed staff interactions with people, it was clear they knew people well and responded to their immediate needs with kindness and compassion.

The service cared about and promoted the wellbeing of their staff and supported and enabled them to always deliver person-centred care. Staff members told us the home was a good place to work, 1 staff member told us, “It is a good place to work, all the staff are pretty good at working together.” The manager told us, “As a leader it is important you are approachable. Staff can talk to shift leaders and managers. They can lodge a concern or raise it in supervision meetings.” Team meetings were held to discuss issues relevant to the service or staff experience. A staff survey had also been issued to encourage feedback and actions devised from the feedback received.