Crawford Gardens

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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. Staff treated colleagues from other organisations with kindness and respect.

People spoke positively about staff. Comments included, “Staff are great, I can’t fault the support I get,” and “Staff are very good.” Family members shared similar feedback, describing staff as “very kind and respectful” and commenting how they “show great levels of kindness.” One relative told us, “The care my loved one receives is excellent all the carers have a good understanding of my loved ones needs,” while another commented, “The staff are brilliant.” During the assessment, we observed staff interacting with people in a kind, friendly and respectful manner.

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.

Care plans contained person-centred information about people’s preferences, their preferred routines and the activities they enjoyed doing. Staff and managers knew people well and demonstrated a good understanding of their needs and preferences. Feedback from family members was positive and reinforced this view. For example, one family member told us, “If it is a bad day, they know how to distract my loved one,” while another said, “The carers have an excellent understanding of my loved one’s needs.” A further comment highlighted, “They understand my loved one’s mental health condition and how it fluctuates, the carers are all brilliant, so supportive”.

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

Staff placed a strong emphasis on promoting people’s independence whilst respecting individual choice, which was reflected in care plans. Care plans clearly outlined the levels of support people required with specific tasks, such as cooking and personal care, including showering.

The registered manager also prioritised independence and supported people to remain safe in their own homes. They provided examples of positive outcomes where people’s care needs had reduced, and they had achieved personal goals since living at the service.

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.

Reviews of accidents and incidents showed where the provider responded appropriately while respecting people’s preferences and managing risk effectively, for example when people experienced falls in their home. Staff also supported people to access health and social care services when needed.

Family feedback reflected this approach; one relative told us, “The carers ring for the paramedics if they have any concerns. Two weeks ago, my loved one had a fall - they contacted the paramedics and stayed with them until they arrived.” Another relative said, “The carers contacted me the other day to inform me the pain killers were not on repeat prescription and asked if I would contact the GP to get some more which I did.”

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

Staff had access to a range of wellbeing resources within the organisation, covering physical, mental, financial and social wellbeing.

Staff feedback about the culture and leadership within the service was positive. Staff told us they felt valued and listened to. The provider supported staff to develop and progress, including access to leadership programmes for those wishing to develop their skills or take on additional responsibilities. Evidence showed this had been successful for some staff which supported continuity of care and a stable, consistent staff and leadership teams within the organisation.