Croft House Rest Home

“Improvements were required regarding the management of medicines and managing risk. There were enough staff to meet people’s needs, however there were some gaps in levels of training. The provider had a good learning culture and people could raise concerns. People were protected and kept safe from the risk of abuse. The facilities and equipment met people’s needs, were clean and well-maintained and any risks mitigated.”

“People were involved in assessments of their needs, but processes needed to be strengthened to make sure care plans captured all relevant information, and that health conditions were monitored. People had enough to eat and drink to stay healthy. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving between services. Staff made sure people understood their care and treatment to enable them to give informed consent.”

“People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. Staff responded to people in a timely way. The provider supported staff wellbeing.”

“Staff provided information people could understand. People knew how to give feedback and were confident the provider took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. People were involved in planning their care and understood options around choosing to withdraw or not receive care.”

“Improvements were required to ensure effective governance and management of risk. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. People with protected characteristics felt supported. Managers worked with the local community to deliver the best possible care and were receptive to new ideas.”

“In instances where CQC has begun a process of regulatory action, we may publish this information on our website after any representations and/or appeals have been concluded, if the action has been taken forward.We have asked the provider for an action plan in response to the concerns found at this assessment.”