Crown House Care Home

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.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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 had improved significantly since the last inspection and now contained much more person-centred information. Relatives told us people received personalised care and staff knew them well. One relative said, “It is very much personalised care, they know my [relative] and staff know what to worry about and what not to worry about.”

Activities and daily life were also tailored to people’s preferences. Relatives told us there had been clear improvements in this area and people had more opportunities to take part in meaningful and enjoyable experiences.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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

Care records had improved significantly and were much more detailed and accurate. The service had completed accessible information assessments to identify how best to support people with communication and understanding. Relatives also told us they were kept informed about changes in their loved one’s health and care. One relative said, “I am very happy with the information they relay to us.”

The provider had also reviewed and updated policies to ensure they were current, timely and contained clear guidance for staff. This reflected improvements in how information was managed across the service.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored care in response. At the last inspection, concerns were raised around access to dental care and people’s needs where they lacked capacity. We found the service had improved how it identified and responded to people’s individual needs, including communication and health access. People were supported to access dental, hearing and eye care. This could be arranged either in the community or within the home if this was better for the person.

Relatives also described how the provider supported people with allergen free diets and tailored support appropriately. This demonstrated the provider was thinking about people’s individual needs and acting to ensure safe and equal access to care and support.

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.

Death and dying care plans had improved significantly since the last inspection and now contained detailed, person centred information about people’s wishes and preferences. This was a notable improvement. Plans included people’s wishes and decisions and were much more meaningful and helpful in guiding staff about how best to support people and those important to them.