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Inspection carried out on 2 April 2019

During a routine inspection

About the service: Crown Senior Care provides personal care and support to people living in their own homes in and around the London Borough of Hounslow and Surrey. The service is the only location of a private company which was registered with CQC in 2018. At the time of our inspection, eight older adults were using the service.

People’s experience of using this service:

¿ People using the service, and their representatives, were happy with the care and support they received. They found the registered manager and care givers kind, polite and professional. They had developed good relationships with these staff. Their needs were being met in a personalised way and they were involved in planning their care and making decisions about this.

¿ Relatives felt confident that people were being cared for safely and in a personalised way. They told us how the agency had provided peace of mind and one relative commented, ''They are amazing, and it is getting easier to have some time for myself, now I have found an agency I trust.''

¿ The staff were well supported, trained and had the information they needed to care for people in a safe way. The registered manager provided care to people and also worked alongside the other care givers to assess their work and make sure they were meeting people's needs. There were regular individual and team meetings to discuss the service and make sure there was a consistent approach.

¿ People were being cared for in a safe way. They received their medicines as prescribed and staff understood how to handle medicines appropriately. The risks to people's safety and wellbeing had been assessed and planned for. People were supported to take risks but were also protected from harm because the staff followed clear guidance to support people safely. There were procedures designed to safeguard people from abuse. The staff received training and information about these and discussed these subjects during team meetings.

¿ The agency worked closely with families and external professionals to make sure people's healthcare needs were met and they responded to accidents and other changes in people's needs. People received the support they needed with mealtimes and the care givers monitored people's food and fluid intake where needed. The agency worked closely with other care providers where they jointly cared for people, to make sure they shared information and guidance.

¿ There were a range of policies and procedures which were shared with stakeholders. There were procedures for dealing with concerns, complaints, accidents and incidents; as well as systems for monitoring and improving the quality of the service. The registered manager asked people using the service, care givers and other representatives for feedback about the service and made changes to reflect this feedback.

Rating at last inspection: This was the first inspection of the service since it was registered with CQC on the 9 May 2018.

Why we inspected: We inspected the service as part of our planned programme of inspections based on the date of registration.

Follow up: We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. We may inspect sooner if we receive any concerning information regarding the safety and quality of the care being provided.

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