Crawford Gardens

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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 contained person-centred information, including people’s life histories, likes and dislikes, preferred routines and what was important to them.

Staff and managers knew people well and demonstrated a good understanding of their individual needs. Some improvements were required to ensure care plans contained sufficient detail to guide staff in managing specific health conditions, including how these present for people, associated symptoms and appropriate risk management strategies.

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

The provider worked collaboratively with other health and social care professionals, and where appropriate, people were supported to access services.

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

People’s communication needs were documented clearly, and people were provided with information in accessible formats, such as easy read documents

Family members gave positive feedback about communication, commenting they were “regularly updated,” and “communication is excellent.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider maintained a log of all compliments and complaints and followed their policies to respond appropriately. Most people and their family members felt able to raise concerns and reported they were listened to. One family member commented, “I have no concerns, if I had any, I would be confident in ringing and speaking to the manager.” People and their families provided examples where they had raised concerns, and the provider had taken appropriate action in response.

The provider also offered alternative opportunities for engagement, such as a family webinar where the Chief Executive Officer of the company was a guest speaker, giving families the opportunity to ask questions and feel more involved in the service.

One family member told us, “I have raised concerns and do not feel I am being listened to”, although they confirmed their relative was safe. This was fedback to the registered manager.

The provider made sure that people could access the care, support and treatment they needed when they needed it. They had systems in place to monitor care calls, review call times, and identify any missed or late visits. Information gathered from these systems was used to inform reviews with social workers, helping to adjust call durations where needed to reflect changes in people’s needs.

People had access to multiple communal areas within the service, including a garden which was accessible to all. These facilities supported people’s wellbeing and provided opportunities for social engagement.

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

People who used the service managed their own healthcare appointments and referrals. We also found staff were readily available to provide additional support where people wanted. This included liaising with professionals and updating family members to help ensure people achieved positive outcomes and their needs were met in a timely way. For example, staff worked with mobility services to ensure people had access to appropriate equipment, supporting them to remain safe while maintaining their independence.

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 were given regular opportunities to discuss their wishes in relation to end of life care, and staff documented these discussions within care plans and review records.