- Care home
Crown House Care Home
Assessment report published 28 November 2025
Contents
Ratings
Our view of the service
Date of Assessment: 8 September to 7 October 2025.
This assessment was the first inspection for the newly registered provider.
Crown House Care Home is a ‘care home’ without nursing for up to 21 older persons. People in care homes receive accommodation and personal care as a single package under one contractual agreement. CQC regulates both the premises, and the care provided. Both were looked at during this assessment.
The service was in breach of 2 legal regulations in relation to safe care and treatment, and good governance.
A significant number of concerns were identified during our inspection process, including with medicines, fire safety, diabetes, risk management, staffing training, planning for the future, capacity and consent, recruitment, record keeping and oversight from leaders. We wrote an urgent letter to the provider sharing our most serious concerns, and the provider took action. Following feedback at the end of the assessment, the provider acknowledged our concerns, and said whilst the feedback was hard to hear, accepted areas of the service needed improving and were dedicated to getting it right. The provider and registered manager were responsive to our feedback.
People's experience of this service
People and their relatives spoke very highly about the quality of care they received, and how happy they were with the service. Unfortunately, our assessment found elements of the care did not meet the expected standards.
Relatives were confident to recommend the service to others and struggled to think of any improvements they wished to see moving forward. One said, “I recommend it to whoever I speak to. No qualms.” Another stated, “Absolutely recommend. Unlike a large care home, the staff have been there a long time. Lovely. No turnover issues. Give it a 10+.” Family members also spoke positively about staff being attentive to emotional cues and said staff sit with their loved one when they are feeling forgetful or anxious. Mealtimes offered people plenty of choice, with a 3-course meal being served each lunch time Monday to Saturday, and a 4-course lunch being offered on a Sunday. Feedback regarding the meals was overwhelmingly positive, with comments such as, “The food is beautiful, the homemade soup is wonderful and the Sunday roast marvellous.”, “the pancakes are splendid, I did thank the chef for doing a good job with them.” and “The food is excellent in choice and presentation. I don’t eat fish and [staff] always remember that.” Feedback from health professionals who visited the service was positive. A local GP stated, “I think their strength is their staff, in that there is good continuity and low staff turnover, as far as I witness, and also that the staff demonstrably genuinely care about the welfare of their residents. The residents are quick to praise the staff and have always seemed very settled and happy in the care home and happy with the care they receive. Often, if they become unwell, their main concern can be that they might have to leave Crown House, which I think speaks volumes.” People were treated with kindness, by staff who genuinely cared about them. Interactions between staff and people were positive, and personalised. Activities were well planned and tailored to the group of people living at the service. People’s emotional needs were met effectively by staff. We observed staff being kind and providing reassurance and comfort to people, with a particularly caring and positive conversation observed where the person was so at ease, it appeared they were talking to a family member instead of a staff member.