Crimson Manor

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 Requires improvement. At this assessment the rating has changed to Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

At our last assessment we recorded a breach of legal regulation in relation to dignity and respect. At this assessment we found the provider was not in breach of this regulation.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity.

People and relatives gave positive feedback about the staff who were described as ‘really caring and amazingly friendly’, ‘brilliant’ and ‘very helpful’. One relative said, “They have set up video calls when I couldn’t visit. When someone has a meltdown, they distract and comfort them.”

Staff were very kind, caring and patient with people, checking on their wellbeing, gently supporting them and providing reassurance when people were anxious or distressed. People appeared comfortable in staff presence and interactions were observed to be warm and respectful.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff demonstrated an understanding of people's individual needs and preferences in several interactions. For example, staff recognised one person who was walking around and appeared unsettled, may have needed support to go to the toilet and proactively checked whether they required assistance.

Staff also demonstrated awareness of people’s abilities during activities. We saw one person was supported to water plants in the garden. Staff provided the person with a watering can and engaged them in a meaningful task that matched their abilities and interests. The person appeared content and engaged throughout. The provider told us other people liked to help feed the chickens and collect the eggs.

People’s bedrooms were decorated and personalised to reflect their preferences.We observed people generally were well-presented, wearing appropriate clothing and footwear, showing attention was given to their personal care and individual presentation. However, one relative told us their family member’s hair and nails often needed cutting and personal grooming was not always completed.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to make choices throughout the inspection.

Staff offered people choices about meals, snacks and drinks, including pictorial options on an electronic device and gave people sufficient time to make decisions.

People's decisions were generally respected. For example, one person wanted to stay in the lounge for their lunch instead of going to the dining room and staff respected this decision. Another person was offered the opportunity to participate in an activity but declined and staff accepted this decision. Some people liked to walk around communal areas and were able to do this freely, choosing where they spent their time without unnecessary restrictions. People also had unrestricted access to outdoor space throughout the day. Bedroom doors were locked, though people were able to leave their rooms from the inside. The provider adopted a flexible approach where people were able to have their own room keys if assessed as safe to do so or have their room doors open. One person currently had their room door left open, so they could access it during day. A sensor was in place to alert staff if anyone went into the room.

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.

Staff were quick to respond to people’s needs and provide reassurance when people were distressed. For example, staff responded promptly in assisting a person who was kneeling on the floor and unable to stand independently. Staff used appropriate equipment to assist the person back to their feet safely. Staff explained what they were doing and provided comfort and reassurance throughout the incident.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff said they felt supported by colleagues and management. The service had several initiatives in place to recognise and reward staff performance. This included a leaderboard system linked to weekly audits, where staff received points based on performance, compliance and completion of key tasks. Points could be converted into financial rewards, with the aim of recognising good practice and motivating staff. The registered manager explained audit findings were also used to identify recurring themes and areas requiring improvement.

In addition, the service operated a "Carer of the Month" scheme, which included a financial reward for staff who demonstrated outstanding performance. The registered manager told us champion roles were established across different areas of care practice to support good practice and staff development.