Crown House Care Home

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 newly registered 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 70 (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. Staff treated colleagues from other organisations with kindness and respect.

People and their relatives were positive about the care they received. Comments included,“I’ve settled in well. They look after you very well.”, “[Staff] treat [relative] with kindness” and “The care is very good.”

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.

The service was very vibrant and full of life. Activities were well planned and tailored to the group of people living at the service. The registered manager arranged themed days in addition to the regular activities, the latest themed day being in the theme of Royal Ascot. People put on their best clothes, and in partnership with the local charity shop, had fancy hats to wear to a horse racing themed dinner party.

We observed staff really personalising interactions with the people who lived at the service.

Birthdays were celebrated, with a person stating, “Birthdays are always celebrated, we get a cake.”

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

People were able to make many choices about their care and support whilst living at Crown House Care Home.

Some people liked to go out into the local village centre and visit nearby cafes and shops, whereas other people preferred to relax within the service, chatting socially with other people living at the service over a coffee in the lounge. A jigsaw corner was available, along with a wide selection of books people could borrow.

People had the choice as to when they had their baths or showers, and the days on which they wanted to access the hairdresser who came into the service.

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.”

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.

We observed a person to be subdued, and the registered manager immediately went over to them and spent time talking to the person and providing comfort and reassurance.

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.

During our inspection, there was no one who had to wait for an extended period of time for staff to offer their support and assistance.

Relatives acknowledged staff were responsive, with one saying, “[Relative] does not have to wait [for staff].”

The provider and registered manager failed to ensure staff had the correct and relevant training to enable them to complete their role to safely and effectively.

Despite this, staff appeared happy and relaxed during our inspection and did not appear to have excessive workloads. Staff told us that they felt supported and felt that the management team cared about their wellbeing.