We carried out a comprehensive inspection of Croftwood on 5 and 6 February 2019. The first day was unannounced.

Croftwood is registered to provide accommodation and personal care for up to 47 older people, younger adults and people living with dementia. Accommodation is provided over two floors, with lounges and dining rooms on each floor. At the time of our inspection there were 40 people living at the home.

The service is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided and we looked at both during this inspection.

At the time of the inspection, there was a registered manager in place who was responsible for the day to day running of the home. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how to service is run.

This was our first inspection of the home, as the service provider changed in March 2018. We found that the provider was meeting all regulations reviewed.

Most people living at the home and their relatives were happy with staffing levels. However, some people felt that there were not always enough staff available around mealtimes. Shortly after our inspection, staffing arrangements were changed to address this issue.

People received their medicines as prescribed and we found that there were appropriate medicines policies and practices in place.

Staff had been recruited safely and understood how to protect people from abuse or the risk of abuse.

Staff received an effective induction and appropriate training that was updated regularly. People felt that staff had the knowledge and skills to meet their needs.

People told us they liked the staff who supported them. They told us staff were caring and respected their right to privacy and dignity. We observed staff encouraging people to be independent when it was safe to do so.

People received appropriate support with their nutrition, hydration and healthcare needs. Referrals were made to community healthcare professionals to ensure that people received appropriate support.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way; the policies and systems at the service supported this practice. Where people lacked the capacity to make decisions about their care, the service had taken appropriate action in line with the Mental Capacity Act 2005.

People told us that they received care that reflected their needs and preferences. Staff told us they knew people well and gave examples of people’s routines and how they liked to be supported. People’s communication needs were identified and appropriate support was provided.

People were happy with the activities and entertainment provided at the home.

The registered manager regularly sought feedback from people living at the home and their relatives about the support they received. The feedback received was used to develop the service.

People living at the service and relatives were happy with how the service was being managed. They found the registered manager and staff approachable and helpful.

A variety of audits and checks were completed regularly by the registered manager and other senior managers within the provider’s organisation. We found that the audits completed were effective in ensuring that appropriate levels of quality and safety were being maintained at the home.