Crimson Manor

Updated 16 December 2024

Date of Assessment 10 January to 28 February 2025. Crimson Manor is a residential service providing personal care for up to a maximum of 20 people. The service provides support to older people and people living with dementia. At the beginning of our assessment, 18 people were living at the service and one person was admitted. This assessment was carried out due to concerns we had received about the service. We found 5 breaches of the legal regulations in relation to safe care and treatment, dignity and respect, premises and equipment, staffing and governance. We found widespread shortfalls in the way the service was managed, in particular a lack of management oversight. There was a risk of people receiving inappropriate care. We observed concerns with the safe movement and handling of people and the safe management of medicines. Staff did not always assess risks to people's health and safety or mitigate them where identified. People did not always have care plans to guide safe practice. We found people’s immediate needs was not communicated to and responded to by staff in a timely way due to lack of staff presence in communal areas. There were concerns with the environment which included appearance and cleanliness of the service. However, during our assessment the service had started a refurbishment of the ground floor. Governance systems and audits were not effective in identifying or addressing areas for improvement.

CQC have decided to take civil enforcement action against the provider, we will publish this information on our website after any representations have been concluded. This service is being placed in special measures. The purpose of special measures is to ensure that services providing inadequate care make significant improvements. Special measures provide a framework within which we use our enforcement powers in response to inadequate care and provide a timeframe within which providers must improve the quality of the care they provide.

Updated 16 December 2024

While people expressed general satisfaction with their care and told us they felt looked after and safe at the service; our assessment found elements of care did not meet the expected standards. All people spoken to said there were not enough staff around if they needed help and staff were always busy. One person told us, “Staff are always too busy helping other people, so I just do without.” People told us they are offered support with personal care routines. One person told us, “They would prefer a bath and cannot have a bath, only a shower is available.” Some people told us the service was not clean and said the building smelt unpleasant. Some people said the building required some updating and the maintenance was poor. Relatives feedback was mixed, some relatives told us they felt communication was good and they were kept informed about changes and care, but other relatives told us communication between staff was not always effective and concerns were not always shared amongst staff. All people told us they felt care staff were approachable although we received mixed feedback about management approachability. Some relatives told us they felt the management were approachable, listened and acted upon information. However, other relatives told us management were not approachable and did not act upon shared concerns and did not respond appropriately to concerns. People told us although staff are always busy, they were always kind and caring. People told us the food was nice and there was a good variety. People told us there were daily activities, some people told us they would get involved and all people told us they liked the animals at the service. One relative shared they felt the security measures and security to access the building was good. All relatives told us they had access to the care app and could look at care provided by staff to their loved ones.