Crown Care Services Ltd

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

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

This meant people’s needs were met through good organisation and delivery.

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 were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans captured information that was detailed and person specific and gave staff a good reflection about people and their personal circumstances. Examples included what a good day and a bad day looked like for people, and what people liked to do at those times, such as sitting in the sunshine in the garden. Leaders made sure people were supported to practice their faith. For 1 person the registered manager contacted the local Imam to make sure support and relationships were maintained, and to help staff gain awareness about his faith. For another person, staff supported the person to attend their relative’s wedding which was important for them to do so.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider employed a diverse workforce who had good knowledge about the local community. Staff completed training in relevant topics such as falls awareness and dementia. The registered manager made sure staff had the right knowledge about people before they were scheduled to work with them and aimed to maintain the same members of staff supporting the person to support continuity.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider could adapt information, policies and guidance into different formats such as large print or braille, and translation services. Staff supported a person with hearing difficulties using a whiteboard and some staff could speak more than 1 language to support people whose first language was not English effectively. Written information was stored safely and securely, and staff completed relevant training in data privacy.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

There was a complaints process and policy and the provider shared compliments received with staff. No complaints had been received at the time of the assessment, people confirmed they would know how to raise a concern if they had any.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider could accommodate emergency referrals from the health authority, and people and staff had access to a manager over a 24-hour period. The company office had ramp access and was well signposted. The registered manager used an electronic messaging system which meant people and staff could contact him easily and received timely responses. The provider employed an in-house trainer who made sure staff knew how to support people safely and effectively regarding moving and handling needs.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Leaders and staff understood that people they supported may face discrimination when accessing health services and could advocate for people. Care plans considered protected characteristics, for example support and adaptations required for people with a physical disability. Staff completed relevant training around equality and discrimination.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The provider was experienced in providing a service to support people to stay at home when in the final days of their lives, as an alternative to hospital. This meant they worked closely with the palliative care team and district nurses to make sure people were comfortable, their symptoms managed and were pain free. Staff also provided support to family members, 1 relative said, “A lady was here throughout the night, it gave us some much-needed respite and took some weight off our shoulders.”

Staff completed end-of-life training, and the provider could arrange further more specific training when required.