# Croft Care Services

*Operated by Croft Carehomes Limited.*

Croft Care Services is a CQC-regulated home-care agency in Wakefield.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Requires improvement |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 03/10/2018

## Practical info

- Postcode: WF6 2DP
- Registered manager: Burden, Louise
- Local authority: Wakefield
- Region: Yorkshire & Humberside
- City: Wakefield
- Last CQC check: 03/Oct/2018 - 00:00

## Inspection findings

### caring

- Finding
  - Independence and choice
  - Published: 2021-10-30
- Finding
  - Privacy and dignity
  - Published: 2021-10-30
- Finding
  - Kindness and compassion
  - Published: 2021-10-30

### effective

- Finding
  - Eating and drinking
  - Published: 2021-10-30
- Finding
  - Mental Capacity Act / consent
  - Published: 2021-10-30
- Finding
  - Supervision and performance management
  - Published: 2021-10-30
- Finding
  - Staff training
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: Care plans encouraged people to maintain independence where possible.
  - Published: 2021-10-30
- Finding
  - Evidence: New staff received an office-based induction, online training and shadowing of more experienced staff.
  - Published: 2021-10-30
- Finding
  - Evidence: People who used the service and relatives consistently praised staff as caring, kind and respectful of privacy and dignity.
  - Published: 2021-10-30
- Finding
  - Evidence: An electronic call monitoring system was in place to raise alerts if staff failed to arrive within the specified timeframe.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff were able to identify signs of abuse and knew to report concerns to their manager.
  - Published: 2021-10-30
- Finding
  - Evidence: Pre-employment checks including DBS and references were completed on all potential candidates before they started work.
  - Published: 2021-10-30
- Finding
  - Evidence: People told us staff did not miss their calls and the regular staff turned up on time.
  - Published: 2021-10-30
- **incident_learning** _(critical)_
  - Evidence: During our inspection we found evidence regulatory breaches identified at our inspection on 12 November 2015 had not been addressed.
  - Published: 2021-10-30
- **leadership** _(critical)_
  - Evidence: At the time of this inspection there was a lack of evidence to support either the registered provider or the registered manager having oversight of the service as a whole.
  - Published: 2021-10-30
- **complaints_handling** _(moderate)_
  - Evidence: We noted two incidents where people had said they were unhappy with the service but the matter had not been addressed as part of the complaints process.
  - Published: 2021-10-30
- **governance** _(critical)_
  - Evidence: The registered manager said 'There is a report and an action plan has been done, we are in the process of working through it.' When we asked to see the action plan the registered manager told us, 'No there isn't one.'
  - Published: 2021-10-30
- **consent_capacity** _(critical)_
  - Evidence: Where people were living with dementia, there was no evidence of either mental capacity assessments or best interest's decision making.
  - Published: 2021-10-30
- **record_keeping** _(moderate)_
  - Evidence: Daily logs had only been returned for each month, between April and June for one person. None had been returned for another person.
  - Published: 2021-10-30

### responsive

- Finding
  - Assessment of needs
  - Published: 2021-10-30
- Finding
  - Complaints handling
  - Published: 2021-10-30
- Finding
  - Care planning and review
  - Published: 2021-10-30

### safe

- Finding
  - Staffing and recruitment
  - Published: 2021-10-30
- Finding
  - Safe care and treatment / risk assessment
  - Published: 2021-10-30
- Finding
  - Medicines management
  - Published: 2021-10-30
- Finding
  - Safeguarding
  - Published: 2021-10-30

### well_led

- Finding
  - Staff communication and meetings
  - Published: 2021-10-30
- Finding
  - Leadership and oversight
  - Published: 2021-10-30
- Finding
  - Governance and quality assurance
  - Published: 2021-10-30

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-443452345

HomeCare Compass is an independent guide and is not affiliated with the CQC.