Croft House Rest Home

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. For this key question we assessed 5 quality statements relating to shared evidence and culture, capable, compassionate and inclusive leaders and treatment, governance, management and sustainability, freedom to speak up, and learning, improvement and innovation. We identified 1 area which breached the legal regulations. We observed concerns around data protection; and governance systems were not used to consistently completed to record and monitor people’s records. The provider and registered manager were responsive to concerns and acted to put safeguards in place and mitigate the risk of reoccurrence. Systems were in place for staff to raise concerns. The care home worked in partnership with external services to ensure people were in the best of health. People and staff were positive about the management of the home.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We observed staff and management promoted a positive culture, with people enjoying their company, and seeking to spend time with them. Staff understood equality and human rights, and this was reflected in our observations. One person told us, “There is a very nice atmosphere, it is calm and relaxed, everyone is friends with each other.”

When incidents had occurred that impacted on people’s human rights the provider had taken action to address the concerns. This included additional training and working in partnership with the local authority to review the service and drive improvement.

Feedback indicated the registered manager was visible within the home and had the skills and knowledge required for their role. Comments from people included, “The manager manages the home very well. She makes sure there are enough staff, and that people are cared for appropriately. She listens to everyone, she has time for people, and she looks after the staff well, they all work well together.” And, “The manager makes sure the home is well run. Everything seems to be in place, and everything seems to run smoothly. The staff all get on well together and they work well as a team.” Staff spoke positively of working at the home and the support they received from management. Comments included, “[Registered manager] she is good as a manager.” And, “[Registered manager], she’s a good boss, she’s very approachable and she does listen.”

The registered manager maintained a high level of visibility within the home, which gave them a high level of knowledge on the service, people, and staff issues. The provider had sought external support to review resource and governance processes to ensure they became more safe and robust.

Staff told us the management team were visible within the home and were confident they would listen to any concerns they raised. One staff member told us, “If I had a complaint, yes she [registered manager] would deal with it.”

The provider had processes to ensure staff had the knowledge on how to raise concerns or act on concerns raised by others. Observations showed people were happy in the company of staff and management. One person told us, “The manager is very good. I will never forget her support and kindness.”

Staff told us they were valued by the registered manager, they worked together as a team and enjoyed working at the service.

The registered manager had tailored working arrangements to enable them to carry out their roles and enhance staff wellbeing.

The provider had an external auditor visit regularly to review records. The provider had recently employed specialist services, such as a consultant to drive improvement and embed best practices within the home. The registered manager told us the loss of several staff in a short period had impacted on governance oversight.

Processes to assess and monitor and complete records, around individual and environmental risks had not been consistently completed or consistently reviewed. At the time we visited robust systems to protect personal information were not in place. Issues identified during this assessment had either been identified during internal reviews. We observed management were visible within the home and knew people well and were knowledgeable on people and their likes and support needs. There was a clear management structure with easily identifiable lead roles. People spoke positively about the way the service was managed and the registered manager's leadership style.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

Staff completed ongoing training to support them in their role and ensure a consistent approach to care and support. Staff had supervision meetings to discuss any learning needs, and daily handover meetings helped to ensure any important information about people was shared and acted upon as required.

The provider ensured when things had gone wrong, learning happened. They sought advice and guidance from health and social care experts to improve people’s quality of life.