CQC report explained · a residential care home
What the CQC found at Croft Lodge
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People told inspectors they felt safe. Risks were assessed and reviewed, staffing was sufficient, medicines were managed safely and infection control arrangements were robust.
- Effective?
- Good
- This key question was not inspected during this focused visit. No current rating was given in this report.
- Caring?
- Good
- This key question was not inspected during this focused visit. No current rating was given in this report.
- Responsive?
- Good
- Care plans contained personal information and staff supported people's choices, communication, activities and relationships. Complaints were investigated and used to improve care.
- Well-led?
- Good
- People, relatives and staff were positive about the management. Quality checks, staff support and action plans were used to monitor and improve the service.
What inspectors found, August 2022
Rated Good; inspectors found safe, kind and well-organised care, with some limits on activities and outings.
This was an unannounced, focused inspection on 14 July 2022. One inspector and an expert by experience spoke with five people, five relatives and nine staff. They also checked care, medicines, staff and management records.
The inspection followed concerns about safeguarding and medicines. Inspectors found people were safe, risks were managed and medicines were handled well. Staff were safely recruited and there were enough staff to meet people's needs. Infection control measures were also followed.
People were supported with personalised care, food, health needs, activities and relationships. Inspectors found caring relationships and good communication with relatives. The home was well managed, with checks in place to find and address problems.
The overall rating is Good. Safe, Responsive and Well-led were rated Good in this inspection. The previous overall rating was Requires Improvement, published in May 2019. Effective and Caring were not inspected during this focused visit, so their previous ratings were used when calculating the overall rating.
Safe staffing
Inspectors found enough staff to meet people's needs. Recruitment checks were also completed before staff started.
“There were sufficient staff to keep people safe.” from the report
Medicines managed well
Medicines records, stock checks and staff competency checks were in place. Management worked with pharmacies to reduce the effect of local staffing problems.
“Stock control was very organised, and the medicines room was clean and tidy.” from the report
Personalised care
Care plans included people's histories, interests and needs. Staff supported independence and involved relatives in care planning.
“Care and support plans included a range of personalised information about people, their history and personal interests.” from the report
Strong management
The provider and managers used audits, feedback and action plans to monitor the service. People, relatives and staff expressed confidence in the way it was run.
“Effective quality assurance systems were used to continually monitor all aspects of the service.” from the report
Kind relationships
Inspectors found that staff knew people well and provided compassionate support.
“All staff are kind, caring and understanding.” from the report
Limited outings
minorThere had been no outings for some time. The provider was looking for a minibus to help people access the community.
“There had not been any outings for some time but the provider was looking to source a minibus so people could access the community more.” from the report
Some people wanted more activities
minorPeople in one group said there were not many activities. The manager responded by creating a noticeboard showing planned activities.
“When we spoke to people in a group in the lounge, they indicated there was not many activities to do.” from the report
Pharmacy staffing problems
minorLocal pharmacy staffing problems had affected medicines provision. Management took extra steps to make sure people received their prescribed medicines.
“There were some local pharmacy staffing issues which had affected medicines provision.” from the report
Interruptions during medicines rounds
minorStaff said they were often interrupted while giving medicines. The deputy manager was looking at using a 'do not disturb' tabard.
“The deputy manager was sourcing a 'do not disturb' tabard as staff had raised that they were often interrupted on the medicines round.” from the report
- 01What activities are currently available, and how are people supported if they want to go out?
- 02What is the current plan for arranging outings or transport into the community?
- 03Have the local pharmacy staffing problems been resolved, and how would you manage any future delays?
- 04How are interruptions during medicines rounds prevented now?
- 05How will you keep relatives informed about activities, meals, health and changes in care?
This was a focused inspection of Safe, Responsive and Well-led; Effective and Caring were not inspected and their previous ratings were used in calculating the overall rating. This explanation was written from the published report of 12 August 2022 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, May 2019
Rated Requires Improvement; inspectors found kind and safe support in many areas, but gaps in personal care, risk records and care planning increased risks.
The inspection took place on 31 March 2019. One inspector spoke with people, relatives, staff and healthcare professionals. They examined care records, staff files, medicines, complaints, incidents, safeguarding records and quality checks.
The home was rated Good for effective and caring support. People were treated kindly, had choices about their care, received enough food and drink, and were supported to access healthcare. Inspectors also found enough staff and safe medicines management.
The home was rated Requires Improvement for safe, responsive and well-led care. Some people's bathing preferences were not recorded, risk information for diabetes was incomplete, not all care plans were finished, and one complaint was not handled within the home's policy.
Kind staff
Inspectors saw staff treating people with kindness and respect. People said staff were caring and supported their dignity.
“Staff interactions with people were kind and caring.” from the report
Enough staff
People, relatives and staff told inspectors there were enough staff. Staff were visible in communal areas and able to meet people's needs.
“There were sufficient numbers of staff to meet people's needs. People and relatives told us there were enough staff.” from the report
Food and drinks
People enjoyed the food and could choose another meal if they did not like what was offered. Drinks were regularly available and fluid intake was monitored.
“There was a choice of meals available. If someone did not like the food on offer they could request something different.” from the report
Safe medicines practice
Staff who administered medicines were trained and checked as competent. Inspectors found medicines were stored safely and recorded stocks matched the amounts held.
“Medicines were administered by staff who had attended training and were competency checked.” from the report
Open management
The management team acknowledged the home's weaknesses and described its improvement plans. Staff and relatives said feedback was listened to and acted on.
“There was an open attitude from the management team, they explained the shortfalls of the service and their plans for improvement.” from the report
Bathing preferences
needs fixingSome people were not asked how often they wanted a bath or shower. One person had not had a bath or shower during the month before inspection, and three people had only had one.
“One person did not have a bath or shower for the whole month preceding the inspection, and three people only had a bath or shower once during the month preceding the inspection.” from the report
Incomplete diabetes risk information
seriousSome risk information was missing, including clear instructions for staff supporting people with diabetes. Interim risk assessments were put in place the day after inspection.
“there was not clear instruction for staff on how to support people with diabetes.” from the report
Incomplete care plans
needs fixingNot all care plans had been completed on the electronic system. The home had planned to finish updating them by the end of April.
“Not all care plans were complete. There was a plan to update the electronic care planning system with full care plans by the end of April.” from the report
Complaint handling
needs fixingOne recent complaint had not been answered according to the home's policy. The manager planned to respond to complaints personally in future.
“The service had received one recent complaint; the complaint had not been responded to in line with the service policy.” from the report
End of life training
minorStaff said they needed more end of life training, and the training records showed they had not attended it. The manager said this was being arranged.
“Staff told us they would benefit from further end of life training. The training matrix showed staff had not attended end of life training.” from the report
- 01How do you now record and check each person's preferred bathing or showering routine?
- 02What information is now available to staff about supporting people with diabetes and other specific health risks?
- 03Have all care plans and risk assessments been completed and checked for accuracy?
- 04How are complaints now recorded, investigated and answered within the home's policy?
- 05Has end of life training been completed, and how do you check that staff are confident in this area?
This was a planned inspection covering the home, the care provided and all five CQC question areas; it was the first inspection and rating under the current provider. This explanation was written from the published report of 16 May 2019 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Croft Lodge
2 rated inspections over 3 years: the service has improved, from Requires improvement to Good.
- August 2022Goodcurrent ratingup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- May 2019Requires improvementSafe: Requires improvementResponsive: Requires improvementWell-led: Requires improvement
- May 2018
Registered with the Care Quality Commission on 9 May 2018.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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17 live-in carers within about an hour of Devon
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £1,020 to £1,270 a week. 15 can care for a couple. 13 years' experience on average.
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“She looked after my mum, who can be incredibly challenging, so well and so gently, and we always felt confident that my mum was getting the best care available.”
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.