Crofton Springs

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

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 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 80 (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. Staff treated colleagues from other organisations with kindness and respect.

People and relatives were happy with the care they received. One relative said, “The staff are very kind and calm with the people here. They don’t rush at all; they always take their time.”

Staff spoke about people respectfully and compassionately and emphasised the importance of being kind and caring. We observed some very caring interactions between staff and people who were distressed. Staff responded calmly and used distraction techniques appropriately to support people.

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.

Although staff knew people well, and knew about their pasts and preferences, we found care plans lacked these details. People living at the service were respected as individuals, with life histories and varied interests. People were supported individually to engage in activities which they enjoyed in conjunction with scheduled activities. The provider had recently appointed a new activities co-ordinator, but they had not started at the time of the inspection. Each person had a television and bookcase in their bedrooms. One person told us, “They discuss my care and care plan with me and keep it up to date, we have discussions, I feel I am treated like an individual and they notice changes.”

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

People told us there were not any restrictions at the service and they had choice to do what they wanted. One person told us, “Staff help me get up and I can ask for a shower anytime.” People told us they had choice over what times they got up or went to bed and chose how they wanted to spend their time during the day.

People had their own belongings to personalise their rooms how they wanted them to be.

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.

People’s needs were met promptly and in line with their preferences. During our inspection, we found people’s call bells were kept within easy reach and answered without delay. We carried out observations, which reinforced people’s views staff were attentive, aware of what people needed, and quick to respond. We observed one staff member ask a person if they wanted to have their meal in their room, they stated they did, and the meal arrived promptly after.

The provider always cared about and promoted the wellbeing of their staff, and was exceptional at supporting and enabling staff to always deliver person-centred care.

The registered manager encouraged the staff team to have an active voice in the operation of the service. Staff reported good access to training, regular supervision, team meetings and handovers, which helped them feel confident and equipped to support people safely and consistently. The registered manager supported neuro-divergent staff with exceptional aptitude, kindness and consideration. One staff member was struggling with remembering the tasks they were allocated during the shift and so the registered manager purchased a notebook and pen for them to use to make a list. The registered manager also made the staff member affirmation cards for them to keep in their pocket should they start to feel as though they needed validation about their abilities.

The registered manager had spent a long time supporting another staff member to identify coping strategies for when they are feeling anxious at work. This included making a self soothe box. The box contains several sensory items. When the staff member is not feeling overwhelmed, they can take the box and spend ‘time out’ off the floor to calm themself and then return to their shift. As a result of this work the 2 staff members are slowly progressing in their roles. One of the staff members has been supported to produce a presentation about neurodivergence which they delivered at the last staff meeting. This helped their colleagues gain a better understanding of their condition and how it impacts them daily.

The registered manager had also enrolled in a mental health first aid qualification to continue to deliver innovative support to their staff.