Crown Care Services Ltd

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

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

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

People and their relatives were involved in planning their care. Assessments took account of a range of issues relevant to people including moving and handling, cognitive issues and communication preferences. Assessments included information about how a health condition affected a person specifically and staff had good knowledge about people’s health and wellbeing needs. Care and support plans were reviewed on a regular basis. There were handover processes in place and staff completed handover notes and shared any changes straight away. Staff recorded their daily care notes on handheld electronic devices which the registered manager reviewed and monitored.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Leaders took account of people’s nutritional health and addressed any associated choking risks. The service was experienced in supporting people who were at the end of their lives and staff had good knowledge about how this affected people’s food and fluid needs. Staff used the Abbey pain scale to help them assess people’s pain levels and could raise this with relevant professionals when required.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

The provider arranged regular team meetings and used IT to involve staff who mainly worked night shifts to make sure they were included. Staff recorded their care involvement on handover sheets which was shared with others such as district nurses and palliative care staff to make sure everyone involved in people’s care remained updated. Staff monitored people’s health and wellbeing and raised any concerns to relevant professionals. Staff worked effectively alongside the hospice team and relatives to ensure co-ordination and collaboration regarding people’s care.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Staff were able to support people to engage in exercise such as walking, chair exercises and bike rides. Staff were aware of diet and nutrition guidance, and people’s care plans directed staff to encourage healthy and fresh meal options. Staff supported people to participate in their hobbies, for example arranging transport and accommodation, and accompanying a person on a short trip.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

Staff knew to monitor people’s health and wellbeing during their ‘sit-ins’ with people, and documented this where required. For example, for people who were at the end of their life, staff monitored whether people were in pain and required any fluid or oral care.

Staff escalated any concerns they had appropriately, and informed district nurses if they noticed people required pain relief to effectively manage people’s symptoms.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

The provider had a consent policy and staff completed training in the Mental Capacity Act (2005) and were aware of good practice. People’s care plans considered whether people had capacity to make decisions or not and relatives told us staff always explained what they were doing during any care tasks.