The Croft Nursing Home (Barrow)

We assessed the quality statements from all the key questions; safe, effective, caring, responsive and well-led and the overall rating for this service has remained good. We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

Some staff recently employed did not have all their checks of suitability in place. People were protected and kept safe. Staff were aware of their safeguarding responsibilities. Staff involved people and those important to them in their care planning and decisions were made in people’s best interests where they did not have capacity to do so themselves. There were enough staff with the right skills, qualifications and experience. Staff received training and some supervision to support them in delivering safe and effective care. Medicines were managed safely. The home was clean and well equipped.

People and their families were fully involved in assessments of their needs. Staff regularly reviewed these assessments taking account of people’s communication, personal and health needs. People’s nutritional needs were assessed and met. The staff team worked well with other organisations and services to support people to manage their health and wellbeing.

People were treated as individuals and with kindness, dignity and compassion. People had choice in their care and were encouraged to maintain their independence. Staff ensured people received the right care and support and knew people well. People’s personal, cultural, social and religious needs were fully supported. People were supported to engage in regular meaningful activities, social interests and maintain relationships with family and friends. There was a team of designated staff who supported people daily to access activities of their choice in the local community The provider cared about the wellbeing of their staff and supported and enabled them to deliver person-centred care.

The service worked well with commissioners to ensure that continuity of care for people was managed. People’s individual communication needs were identified, and information was provided in a variety of accessible ways. People and their relatives were able to give feedback on care which was listened to and acted on. Staff understood about equality and diversity. The service contacted emergency services when required and knew when to involve specialist services in people’s care. There was a system in place for responding to concerns or complaints. People’s end-of-life wishes were noted and reflected in their care records.

The management team led the service with integrity, openness and honesty and valued diversity in their workforce. Staff felt very supported by the management team and were able to report concerns and said they were listened to. There was a range of quality monitoring and auditing processes in place. However, some issues seen during the assessment by the inspection team had not always been identified through the provider’s oversight and audit processes. The management team took immediate action to address those concerns. The management team had already recognised where improvements were needed in their systems and processes used and had developed a new tool that would capture those areas of concern.

The management team demonstrated a positive, compassionate, listening culture that promoted trust and understanding between them the staff and people using the service. Staff understood their roles and responsibilities. The service worked well with the local community to deliver the best possible care and outcomes for people.