Crescent Office

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 changed to requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 60 (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.

Feedback from people and their relatives about the caring nature of staff was positive. Comments included, “They’re lovely girls who come in here. They’re like family”, “They’re [staff] always polite, cheerful and chatty” and “They [staff] are all kind and caring to him [Person].”

People said staff respected their privacy and dignity. Examples included shutting doors and curtains and covering people with a towel when undertaking personal care.

Staff spoke about people with genuine warmth and told us they enjoyed caring for them.

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s care plans held limited information about their unique characteristics, life history and communication needs to enable staff to support them in an individualised way. Their goals and aspirations were not recorded. This meant we could not be assured staff could be guided by people’s care records to support people effectively. However, some staff had built relationships with people to provide support in a personalised way and knew how they wished to be supported.

Staff told us they did not support anyone with any cultural needs at the time of our assessment. However, they explained if people needed, they would be supported to have their diverse needs, including spiritual and cultural needs met. Staff received equality and diversity training and could describe how they respected people equally.

The provider did not always promote people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People’s care records did not always document the tasks people could independently carry out and areas where they needed encouragement and prompting. A registered manager told us of their plans to improve people’s care records. As detailed in the Consent to care and treatment section of this report, improvements were needed to ensure people’s rights were always upheld.

However, people and relatives said when staff were supporting people, they listened to what they wanted and acted accordingly. A relative told us how staff respected a person’s wishes about their shower arrangements. Another relative told us they were asked if they would prefer male or female carers. They also told us staff encouraged their independence. For example, 1 relative said, “They have a nice relationship with him [Person], and they do encourage him with little things.”

People were supported to express their views during reviews of their care plans. Most people had a positive experience of this process and told us they felt listened to.

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.

Staff demonstrated they knew how to raise concerns they may have about a person’s health, by informing the office of changes or calling an ambulance if needed.

However, 1 person’s records demonstrated they were not supported in a way that reduced emotional distress. There was no information in the person’s care plan to guide staff about what support they may need to support their wellbeing and prevent anxiety or discomfort.

The provider cared about and promoted the wellbeing of their staff.

Most staff told us they were well supported by the leaders and felt valued for the work they did. Staff described situations where office staff had gone out of their way to help them. A lot of staff had worked at Crescent Office for a long time and told us they enjoyed their work. However, some staff told us staffing arrangements, such as the need to cover staff sickness, impacted on their wellbeing. A registered manager told us they were continually trying to ensure the rotas were covered to ensure people received their visits.