The Croft Residential Home

There was a robust and effective quality assurance programme in place. This enabled the registered manager to identify issues and take prompt action to address them, for example in relation to potential skin breakdown, or concerns and complaints from people using the service.

Staff told us the registered managers door was 'always open' and they felt very well supported by the management team and providers. They had received the coaching and mentoring they needed since the new manager had come into post and there had been several promotions as a consequence. This had contributed to the improved quality and safety of the service.

The management team were committed and passionate and continue to drive service improvement for the benefit of people, staff and the wider community. They had been part of a pilot project for a piece of equipment to raise non injured people off the floor following a fall. The number of emergency calls from the service had reduced significantly as a consequence. The registered manager and had been invited to share their learning with other services at a care homes forum.

People felt safe living at The Croft. Staff were recruited safely, and safeguarding processes were in place to help protect people from abuse. Risks associated with people's care had been assessed and guidance was in place for staff to follow. There were systems in place to ensure the safe administration of medicines.

People's needs were robustly assessed before they moved into the service. Person-centred care plans were developed with people and their families, this included people's life stories and wishes. A relative said, "They know her as an individual, it is brilliantly matched in the care plan."

Staff ensured people were seen by healthcare professionals where needed. Visiting healthcare professionals spoke highly of the staff and the care they delivered to people.

People were supported by a stable and consistent staff team who knew them well. We saw kind and caring interactions during the inspection. Staff were supporting people in line with their care plans, for example comforting a person who was distressed by singing with them and talking about their family.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.