Cranbrook House

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 as 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 people with kindness and respect. Records from key worker meetings with people showed people had a good relationship with staff and spoke positively about them. A person told us, “I like the staff here.”

People’s privacy and dignity was respected. Care and support were provided in private to ensure people’s dignity was respected. We observed people were able to have privacy and had their own bedrooms.

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 were based around the needs of individuals and people had been involved in the care planning. Care plans included people cultural and religious beliefs and how people can be supported in these areas according to their faith such as attending church. Staff were knowledgeable about people’s individual needs and how to meet them.

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

Care plans included information about what people were able to do for themselves and what they required support with. This helped developed their independence. Risk assessments were also completed on risk taking to ensure people were safe while promoting their independence such as when using public transport when travelling independently.

People had regular reviews with their key worker on how they would like to be supported to ensure they have choice and control on the support given. A staff member commented, “People are independent and we encourage them; this is good for their wellbeing and mental health. We provide support when they need it. If they can do anything by themselves then we encourage them.”

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.

Staff responded to people’s needs promptly when they became unwell and took actions to minimise any discomfort or distress. For example, records showed that GP and ambulance had been contacted when people were not feeling well.

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

Staff received ongoing training to help in their development to provide safe and effective care to people. Staff told us they were supported, and morale was good. A staff member told us, “[Registered manager] is very helpful. He is a good manager.”

Staff knew who they were accountable to and understood their roles and responsibilities in ensuring people’s needs were met. They had access to a range of policies and procedures to guide them in their roles and to ensure people were cared for safely.