Croft Manor Residential 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 good. At this assessment the rating has remained 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 colleagues from other organisations with kindness and respect.

Staff consistently treated people with kindness, compassion and respect. We observed staff supporting people in a warm and respectful way. Staff knew people well and interacted with them in a friendly and familiar manner. The atmosphere in the service was welcoming and relaxed. People told us staff respected their privacy when providing support, including when assisting with personal care. This demonstrated that people experienced care that respected their dignity and supported their emotional wellbeing.

People spoke positively about the way staff supported them. Comments included, “The staff are all really nice,” “The staff seem to love me,” and “They are very helpful, very caring.” This demonstrated that people experienced positive and caring relationships with staff and felt valued and supported.

Relatives also gave positive feedback about how people were supported. One relative told us their family member was always well presented, with their hair and nails done and wearing clean clothes. Another relative said, “We walk in there and it feels like home. I have not met one of the staff who is not kind or helpful.” This indicated that staff paid attention to people’s personal presentation and individual dignity, supporting people to feel comfortable and maintain their identity and sense of self.

A healthcare professional also provided positive feedback, telling us, “They are always friendly, approachable, and attentive to the needs of the residents. During my visits, I regularly observe staff interacting positively with residents, treating them with kindness, dignity, and respect.” This provided independent corroboration of our observations and people’s experiences.

The provider treated people as individuals and ensured people’s care and support reflected their individual needs, preferences and what was important to them.

Staff supported people in a personalised way that reflected their individual preferences and identities. People’s rooms were decorated according to their tastes, including photographs and personal items, which helped create a homely and familiar environment. For example, a person who was an artist had their own artwork displayed on the walls, which they were very proud of. This enabled people to express their individuality and helped ensure their living environment reflected their interests, identity and what was important to them.

People and relatives spoke positively about the personalised support provided by staff. A person told us, “They don’t treat me like an inferior,” and another person said, “Oh God, yes. There's lovely staff and they look after your every whim.” Relatives told us, “They know her needs and they care about us as well,” and described how staff provided teas and coffees and helped a person have a “grand entrance” for their birthday. The relative also told us the person said it was the best birthday they had ever had. This demonstrated that staff knew people well and responded to their individual preferences and significant events, supporting their sense of identity, belonging and wellbeing.

The provider promoted people’s independence and supported people to have choice and control over their everyday lives, care and wellbeing. Care plans contained detailed information about people’s daily routines, preferences, hobbies, interests and important relationships. This supported staff to understand what mattered to people and how best to support their independence in a personalised way.

People had opportunities to make choices about how they spent their time and where they received support. We observed people choosing where to sit and whether to participate in activities. Activities continued throughout the day, allowing people to join or leave as they wished. People could also choose between communal lounges and quieter areas. This demonstrated that people had control over their environment and how they spent their time.

People told us they had control over their routines and day-to-day decisions. One person told us, “I just say, ‘I’m off’ and I go off to bed,” while another said they had a choice between a shower and a bath, which they appreciated because they preferred to sit in the water. Another person told us, “I make up my own mind.” Relatives also described people being supported to make their own choices, including where they wanted to go and how late they stayed up. This demonstrated that people were supported to maintain control over their daily routines and make decisions about how they lived their lives.

Care plans contained detailed information about people’s routines, preferences, hobbies, interests and important relationships, supporting staff to provide personalised care and support. Relatives told us, “They ask [Person] where they want to go,” and, “[Person] seems to be okay with male or female carers. She has got a choice.” This demonstrated that staff had information to support people's individual preferences and that people were enabled to exercise choice and control in their everyday lives.

The provider listened to and understood people’s needs, views and wishes. Staff responded promptly to people’s needs and acted to minimise discomfort, concern and distress.

Staff responded promptly when people needed support. People told us, “Yes. They come quickly,” “If I press the button, they come running,” and “Sometimes you have to wait... but you wait a minimal time.” Relatives similarly told us, “There always seem to be staff around,” and “They seem to react quickly.” This demonstrated that people could access staff when they needed assistance and generally felt confident that their immediate needs would be responded to promptly.

Staff responded appropriately when people became unwell or needed additional support. We observed staff immediately assisting a person who became sleepy during a meal. Staff also responded calmly when 1 person became upset by another person during lunch. They supported the person to move to the lounge to eat in a quieter environment, while addressing the other person’s behaviour calmly and encouraging consideration for others. This demonstrated that staff recognised changes in people’s immediate needs and adapted their response to reduce distress and maintain people’s comfort and wellbeing.

Staff understood people’s individual responses and adapted their support accordingly. A relative told us, “They know [person’s] reactions to things. She gets anxious about little things.” This demonstrated that staff knew people well and recognised individual triggers and responses, enabling them to provide reassurance and support that helped minimise anxiety and discomfort.

The provider cared about and promoted the wellbeing of staff and supported staff to develop and provide person-centred care.

Staff described being supported to balance their work with personal and family commitments. A staff member told us, “If there are any medical or any needs, they always let us have time off,” while another said, “I can start late if I have to take my kids to an appointment.” This demonstrated that staff felt able to discuss their individual circumstances and access flexibility when needed. Staff also described management as supportive of their wellbeing, which helped them maintain a positive work-life balance.

Staff described positive relationships and opportunities to build relationships with colleagues. A staff member told us, “They appreciate whatever we do. We recently started going out as a staff team. It’s been good to go out together.” This indicated that staff felt valued and that the provider supported opportunities for team connection, contributing to staff morale and wellbeing.

Staff also described opportunities to develop within the service and spoke positively about the support they had received. One staff member explained that they had progressed in their role and that management was supportive, commenting, “The [Nominated individual] trained us all well.” This demonstrated that staff were supported in their professional development and felt that management invested in their progression.