Crown Care Services Ltd

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity.

Relatives we spoke with all said staff treated their loved one in a kind, caring and compassionate manner. Staff always introduced themselves and talked to people about what they were doing. Most packages of care were to support people who were at the end of their lives. A relative told us that staff were able to provide reassurance and helped ease people’s distress. We also found that staff gave relatives a sense of relief and respite during difficult times.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The registered manager was committed to making sure people’s choices and preferences for end-of-life care with regards to their faith was considered and adhered to. Staff were aware of who people had requested to be contacted upon their passing, and what actions to take depending on the circumstances.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff told us that where they were able to, they encouraged people to participate in their caring tasks, which helped people feel a sense of control and independence for as long as possible. When staff were with people who were at the end of their lives, staff continually checked that people were comfortable and pain free and made sure they followed people’s wishes about how they wanted to spend their time.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff monitored people closely and stayed with them for a few hours at a time. This allowed staff to get to know people and to identify quickly whether people were in pain or discomfort. Staff shared any concerns they had in a timely manner with district nurses or others who could arrange for more pain relief or other treatment.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The registered manager established several initiatives to support staff wellbeing. For example, there were plans to sign up to a loyalty scheme so staff could benefit from discounts and also links with local gyms and bike purchases. The provider encouraged flexible working arrangements and a member of staff we spoke with confirmed she was supported to take time off for family events. The registered manager contacted staff at the end of every shift to check their safety and wellbeing.