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Inspection Summary

Overall summary & rating


Updated 24 January 2020

About the service

Croftside is a residential care home that provides personal care and accommodation for up to 33 people. At the time of our inspection there were 25 people living at the home. Accommodation is over two floors, one of which provided care and support for people living with dementia.

People’s experience of using this service and what we found

The registered manager and staff worked in collaboration with healthcare professionals to provide effective and compassionate end of life care. They had developed mutually respectful relationships with people, and knew about them, their histories, families, likes and dislikes. Staff responded to the social and daily needs of people by providing meaningful activities and encouraging community involvement. People were supported to express their views and ideas, raise any concerns and be actively involved in making decisions about their care and how their home was run. People's communication needs were assessed and understood by staff.

The provider had safeguarding systems and risk assessments to protect people from abuse or unsafe care and incidents and accidents were recorded for analysis. Procedures to support the safe recruitment of staff were followed and there were enough appropriately trained staff on duty day and night to provide the support people needed. People received their medicines as prescribed and systems were in place for their safe management and supply. The premises were well maintained, clean and hygienic and staff followed infection control and prevention procedures.

People were supported to live healthy lives with access to professionals as needed and a choice of a nutritious diet in line with their personal choice and healthcare needs. Staff worked collaboratively with other agencies and professionals to support people’s health, well-being and provide effective and consistent care. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People, their relatives and visiting professionals were positive about the care provided and the staff who were kind and compassionate. The atmosphere within the home was friendly and welcoming, people’s beliefs were respected and their independence and personal dignity promoted. Staff supported people to express their views and ideas and be actively involved in making decisions about their care and how their home was run.

Governance and quality assurance systems and monitoring to drive improvement were evident within the service. Staff felt valued and respected by the management team and the strong leadership of the service promoted a positive and open culture. The registered manager displayed knowledge around the responsibilities of their role and the importance of openness working with other agencies and professionals. Professionals spoke highly of the joined up and co-ordinated care and support that they found working with the home.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was good (published 29 June 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 24 January 2020

The service was safe.

Details are in our safe findings below.



Updated 24 January 2020

The service was effective.

Details are in our effective findings below.



Updated 24 January 2020

The service was caring.

Details are in our caring findings below.



Updated 24 January 2020

The service was exceptionally responsive

Details are in our responsive findings below



Updated 24 January 2020

The service was well-led.

Details are in our well-led findings below.