Crown Mews

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.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.
 

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We received mixed feedback regarding if the provider treated people with kindness, empathy, and compassion. Feedback from relatives was variable, and the most expressed uncertainty or hesitation when commenting on the caring nature of staff. One relative said, “It’s difficult to know. Sometimes it feels like they’re fond of [name], but I am unsure what happens when we are not there. I hope that is the case.” In care plans, we found examples of where language used was not respectful nor dignified. When this was raised with the provider, they demonstrated that this had already been recognised as an area for improvement and that action was underway to address it. During our inspection visit we observed positive and respectful interactions between people and staff. Staff spoke about the individuals they supported with warmth and compassion. One professional commented, “Staff are caring in their approach. They appear to treat individuals with respect and demonstrate a good understanding of their needs.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Staff knew the people they supported as individuals. They knew their likes and dislikes and how people communicated their wishes through vocalisation, facial expressions, words, and body language. Staff understood the importance of supporting people in line with their individual wishes. Care plans were person centred and took account of people’s strengths, abilities, and aspirations.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care. Relatives told us that they would like to see people more involved in daily activities and planning their care. One relative told us, “[Name] needs to be offered more to do with their days, inside and out.” Another family member told us, “I think staff could be more engaged with [name], and it would be nice to see more trips out.” This was supported by professional feedback. Care plans had been recently reviewed and were found to promote choice, with staff able to clearly articulate how they supported individuals to make decisions. It was evident the provider had made this a clear area of focus. We saw that audits and quality reviews were being used proactively to challenge established practices and reinforce a culture that promoted independence and choice. This work was ongoing at the time of our assessment.

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. People's care plans clearly outlined situations whereby staff would be required to respond to people's immediate needs. It was evident from daily notes and records that staff knew and understood what to do and people's needs were met in a timely manner. People’s records guided staff on when to raise a concern and seek external health professional advice. Staff took note of when a person was needing more support, getting anxious or becoming unwell. Positive behavioural support plans provided staff with detailed support regarding how to support people during times of distress.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff had regular team meetings, handovers, and supervisions where they could discuss their job roles, and any support needed to help promote a good work/life balance. Staff spoken with told us they felt valued by the management team at the service and had recently seen improvements in this area. One staff member told us, “Previously I didn’t feel listened to but more recently, yes, I feel more supported now and appreciated.” Another staff member told us, “I feel supported and valued, morale is good.”