Colliers Croft Care 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. People received personalised support that reflected their histories, routines and what mattered most to them. Care plans were meaningful and individualised and recorded people’s preferred ways of communicating, their interests, emotional wellbeing and physical health needs. Staff used this information, alongside their strong knowledge and experience of each person, to tailor support in ways that helped people feel valued and understood. One member of staff confirmed, “It is very person centred, we know people very people very well here.” People were treated with dignity, without discrimination, and in ways that promoted their individuality. Comments from people included, “I feel listened to, staff are kind and caring” and “It’s exceptional.” A relative confirmed, “The home is very caring, they [Staff] come in and spend one to one time with [Name] looking through his photo albums.” During our inspection, we observed staff support a person make a phone call to his daughter. When they spoke, the person’s face lit up with joy.

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 were supported in a way which considered their individuality and who they were as a person before their admittance to the home. A relative shared, “Dad used to be in the rotary, the home invited the local rotary club to come down for a celebration event where Dad got to take part and meet up with his old friends.” Staff supported people to maintain their relationships with family and friends. Visitors to the home were encouraged and made to feel welcome. We saw visitors at the home on the day of inspection and how this had a positive impact on people’s well-being. People had access to a range of activities to help keep them stimulated. One person told us, “[Staff Name] likes to keep us active like the exercises and the quizzes, we have bingo every Friday and we enjoy it.” A relative shared, “Mum enjoys music and is encouraged to join in with the music sessions.” Staff told us people particularly enjoyed the visiting zoo, where they could spend the day interacting with different animals.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff supported people in a way that upheld people’s autonomy and respected their preferences, including choice over who supported them. People’s care and support placed emphasis on independence, dignity and active involvement in decision making. People had a say over their environment. One person told us, “I like my room, but the only thing is the colour of the walls, I told them I don't like green, so they are going to repaint it for me!” The atmosphere in the home was calm and caring because staff were organised, and person centred focused. We observed staff met people's needs in a person-centred and individualised way.

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 had built up close bonds and relationships with the people they supported. People received timely and consistent care from familiar staff who understood their needs. We observed staff were visible and available to respond to people whenever the need arose. Staff supported people with patience and in an unhurried manner. People confirmed this by telling us, “If I need anything I have a buzzer and the staff are there.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt valued listened to, well supported and respected in their roles. There was a culture of openness and collaboration. Staff described leaders as approachable, supportive and committed to delivering high quality care. Comments from staff included, “The managers are brilliant, very good, understanding, they help me with my [condition], there are good arrangements around childcare” and “I love the home. There is a lot of support, especially from the managers and the unit manager.”