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Inspection Summary

Overall summary & rating


Updated 9 April 2019

About the service: The service was a large home, bigger than most domestic style properties. It was registered for the support of up to 12 people. Ten people were using the service. This is larger than current best practice guidance. However. the size of the service having a negative impact on people was mitigated by the building design fitting into the residential area and the other large domestic homes of a similar size. There were deliberately no identifying signs, intercom, cameras, industrial bins or anything else outside to indicate it was a care home. Staff were also discouraged from wearing anything that suggested they were care staff when coming and going with people.

People’s experience of using this service: The outcomes for people using the service reflected the principles and values of Registering the Right Support in the following ways; promotion of choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

People told us they were well cared for; they said staff were kind and caring.

People told us they were safe living at Crows Nest. Staff had a good understanding of safeguarding and the whistle blowing procedure; they knew how to raise concerns.

There were sufficient staff to ensure people received the support they wanted. The provider followed safe recruitment practices.

Health and safety checks and risk assessments were carried out to ensure people were safe and to maintain a safe environment. Medicines were managed safely. Accidents had been and appropriate action was taken.

Staff received good support and had access to the training they needed. People were supported to have maximum 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. People were supported to have enough to eat and drink and to access health care services when needed.

People's needs were assessed to identify how they want their support provided; this was used as the basis for developing personalised care plans.

People were engaged in a wide range of activities; some people accessed the local community independently.

People gave us only positive feedback about the registered manager. There were regular opportunities for people and staff to give feedback. Management completed checks to help ensure people received safe care.

More information is in the Detailed Findings section below. For more details, please see the full report which is on the Care Quality Commission’s (CQC) website at

Rating at last inspection: Good (the last report was published on 1 September 2016).

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

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

Inspection areas



Updated 9 April 2019

The service was safe.

Details are in our Safe findings below.



Updated 9 April 2019

The service was effective.

Details are in our Effective findings below.



Updated 9 April 2019

The service was caring.

Details are in our Caring findings below.



Updated 9 April 2019

The service was responsive.

Details are in our Responsive findings below.



Updated 9 April 2019

The service was well-led.

Details are in our Well-Led findings below.