Crofton Lodge

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 service met people’s needs. This is the first inspection for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 69 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service 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 person centred to ensure care was provided in accordance with people’s individual needs and preferences. For example, people could choose when they woke up, what time they went to bed and what they wanted to wear and what to eat. People were not always offered meaningful activities during the day and in the evening. We saw evidence the provider was aware of this and had already taken action by encouraging the staff team to support people to undertake a variety of activities of the person’s choosing.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Relatives and professionals told us people had access to appropriate healthcare when required. Staff had completed training and understood the Equality Act. The manager told us, “We work hand-in-hand with other professionals to support people to access local health services like doctors, dentists and opticians, we support people to set up and go to these appointments. For some people, to help manage their anxiety the optician will visit the home.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs and preferences were clearly recorded in care plans. People had communication aids in place, including mobile phones and laptops. A relative told us, “The provider has been amazing the last weeks and has put my mind at rest. I have requested video calls and asked if we can video call once a week so we can see our relative weekly. They have told us this can be arranged.” Some easy read documents were available. This meant people could make their needs and wishes known to staff.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment, and support. They involved people in decisions about their day-to-day care and told them what had changed as a result. People living in the home were asked for their views in a variety of formats throughout the year, these included in meetings with their keyworkers, house meetings and through surveys. Action plans were devised from these meetings and survey’s and were shared with people. This meant people’s views were listened to and drove improvement. We reviewed evidence of advocacy involvement for 2 people. We received feedback from a professional who told us people had been consulted about the redecoration of the home, the purchase of new furniture and a person’s bedroom which was left untouched due to the person wanting to keep memorabilia on their walls.

The service made sure that people could access the care, support, and treatment they needed when they needed it. Staff understood the needs of autistic people and people with a learning disability and worked hard to ensure that typical barriers faced by people were removed or mitigated against. Each person had an up to date hospital passport in place. This could be shared with other professionals to reduce potential barriers to care within the health and social care system.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support, and treatment in response to this. Staff treated people as individuals and made reasonable adjustments for anyone that needed them. Staff understood how the Equality Act applied to their role. The manager told us, “We ensure people are supported to access the community the same as everyone else. We ensure they have the access to medical professionals as you or I do. We want to make sure people are given the same opportunities regardless of their disability.”

People were not always 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. Although end of life care was not required at this time, we found some people’s end of life plans contained minimal details which did not include how a person would want to be supported at the end of their life. This meant the provider had not considered people’s future and end of life planning to ensure if people’s health were to deteriorate, staff would know how people wanted to be cared for at the end of their lives.