Archived: Crowstone Manor

Updated 15 May 2019

The inspection:

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

Membership of the team consisted of one inspector.

Service and service type:

Crowstone Manor is a care home. People in care homes receive accommodation and nursing or personal care. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection:

The inspection was unannounced.

What we did:

Prior to the inspection visit we gathered information from many sources. We looked at the information received about the service from notifications sent to the Care Quality Commission by the registered manager. We also looked at the provider information return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We also spoke with other professionals supporting people at the service, to gain further information about the service.

We met people who used the service and spoke in more detail with three people and three relatives. We spent time observing staff interacting with people, especially at lunchtime. We also used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us.

We spoke with three staff, the deputy and the registered manager. We looked at documentation relating to three people who used the service and information relating to the management of the service. We reviewed medicine administration records and observed medicines storage and audit arrangements and spoke with staff involved in medicines management.

Updated 15 May 2019

About the service: Crowstone Manor provides accommodation for older people, some of whom may live with dementia. The service can accommodate up to 12 people. On the day of our inspection visit 11 people were accommodated as the one double room was used as a single occupancy.

People’s experience of using this service:

• People experienced a very individualised service that met their expressed needs in a personalised way. Due to the small scale of this service people were able to make suggestions and express wishes that were quickly met. People were able to lead a lifestyle of their choosing with good access to appropriate healthcare services.

• People and their families were extremely complimentary about the care and kind treatment that was afforded to them. All people and families we spoke to were extremely happy with the care and support they received.

• People at this service were well cared for by dedicated staff.

• People using the service were relaxed with staff and the way staff interacted with people had a positive effect on their well-being.

• People’s feedback was consistently positive about the care, support and staff. A relative told us, “They are very caring. They communicate well and they do end of life care very well here.” Another said, “My relative feels a lot safer here than at home. They especially like having fish and chips every now and again from the chip shop.”

• People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

• The registered manager was very involved with the service and knew everyone extremely well.

• We fed back to the registered manager areas for further development. Medicines could be made even safer by considering a medicine lead person, reviewing the policy and procedures in place as some changes had been made since this was last reviewed and developing medicines audits based upon the revised policy.

Rating at last inspection: We rated Crowstone Manor as good and published our report on 15 July 2016.

Why we inspected: This was a scheduled inspection based on previous rating.

Follow up: Going forward we will continue to monitor this service and plan to inspect in line with our re-inspection schedule for those services rated good.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk