Croft House Rest Home

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 requires improvement. At this assessment the rating has changed to good. This meant people felt well-supported, cared for and treated with dignity and respect.

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.

All people and their relatives said staff were kind and caring, 1 person said, “I like all the staff, they make me feel safe.” A second person said, “I have no complaints about the staff they are like my second family. They make me feel safe and happy.” We observed kind and caring interactions between staff and people during the assessment. People said staff treated them with respect and protected their dignity, for example, knocking on doors before entering, and talking to them during care tasks.

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.

People said staff knew their likes and dislikes well and relatives agreed. A relative said, “We like things a certain way and staff fulfil those needs. If [relative] doesn’t want breakfast, they do it later as he is a night owl.”

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 staff supported them to be independent, and people chose how to spend their time. For example, 1 person said, “I can get up and go to bed when I want. I can have a shower when I want.” Another person said, “They understand I like being outside. I go outside and read in the front garden in the shade, and the staff bring me drinks.”

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.

We observed staff responding to people in a timely manner during the assessment. People agreed, 1 person said, “They treat me like a queen, and I am not used to having so much fuss made of me, I love it.” People said staff responded to their needs well, for example 1 person said, “I am a difficult customer, I like attention and they give it to me, they accommodate my needs.”

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

The registered manager was supportive of staff and used an open-door policy approach. Staff felt well supported and said they felt comfortable about raising anything. The registered manager showed their appreciation to staff in different ways such as small gifts or rewards. Referrals could be made to external support services if staff required any support with their mental wellbeing.