Crumble Cottage

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. We observed staff interacting with people and found they respected people’s individual preferences and choices. People's bedrooms were decorated to their choosing and people had access to their personal possessions.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People had access to healthcare professionals and staff ensured they followed advice.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had access to information about the provider and their support package. The provider had General Data Protection Regulation (GDRP) and Accessible Information Standard (AIS) policies in place to evidence people had the right to be informed, access their information and the right to object. The policies ensured people’s information was stored and provided in line with current standards.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The provider had a complaints procedure in place which gave specific timescales and detailed what the provider would do if people raised concerns with them. People and relatives told us they were happy with the service and were confident the provider would take appropriate action if they raised concerns.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff were provided with emergency contact numbers and clear guidance for out-of-hours situations. Policies and procedures for emergencies were accessible as part of the staff handbook. Staff were trained to respond promptly to people’s needs and escalated concerns as required.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff supported people to live the life they chose and there were no restrictions placed on them. Staff supported people to be involved in devising care plans which included information about their desired outcomes. Staff supported people to meet their goals and aspirations.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. End of life preferences were documented in people’s support plans and included information such as the type of ceremony they would prefer and choice of music. One person’s support plan stated that if they were ill in bed they would like their window open for fresh air and would like staff to ensure a particular radio station was playing. They would also like company of others. This showed careful and sensitive conversations had taken place to ensure people received support in the way they wanted at this stage of their lives.