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 service 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 changed to requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

The service was in breach of legal regulation in relation to Dignity and respect.

This service scored 45 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were not supported to maintain their dignity and personal hygiene. During our observations we noted people were walking around and looked unkempt in their appearance. People was wearing dirty stained clothing. One person was observed to be visibly unkempt while eating breakfast, but no support was offered by staff in the area. Another person had wet clothing, suggesting they had been incontinent. We saw staff did not take action to support this person. This meant the person was left in an undignified position. All people told us they felt care staff was approachable and although always busy was kind and caring. Inspectors’ observations were that staff were busy completing responsibilities and therefore were not present in communal areas when people presented as requiring support and this impacted upon the care and treatment received by people living at the service.

The service did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. A person told us they preferred a bath to a shower but due to the bath not being in use at the service, they could only have a shower. We were told people were offered meal choices and staff used handheld devices to show people pictures to assist with their daily choices. We did not observe this happening during our 3 visits and there were no records in any recent daily notes of this being offered by staff.

The service did not promote people’s independence, so people did not know their rights and have choice and control over their own care, treatment and wellbeing. We observed on two separate visits a person’s movement being restricted by furniture. During our first observations, we saw an occasional table and dining chair positioned side by side directly in front of the seated person sat in a chair. The second observation we observed an occasional table placed directly in front of the person sat in a chair and this was placed fully in front of the person both observations restricted the persons movement. We observed assessed equipment for people not in the vicinity of them and they could not access the equipment to freely mobilise. The interests and preferences documented in people’s care plans did not reflect the activities they were offered. When we checked activities for 6 people’s daily records, two people with advanced dementia had no activities within the 2 week period we looked at and one of the persons care plan stated, “They were at their happiest when engaging in activity.” We observed group activities in the main lounge but also observed people walking around the service for long periods of time with no observed staff interactions to encourage and involve engagement in group or alternative activities. We were therefore not assured that everyone received suitable engagement. The service provides Namaste care specifically tailored to people living with advanced dementia, namaste sessions are run by care staff who are trained and not by the activity staff at the service. These sessions involve individual caring touch, such as hand or foot massages, themed sensory and gentle movement sessions or simply reminiscing.

The service did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. During our inspection, we found periods of time when communal areas were not supervised by staff which meant people not having their needs met in a timely way. The service made use of talking mats, a system that allowed the use of pictures to assist communication for people and told us this was used during meetings, we saw some evidence of this recorded in some people’s care plans.

The service did not always support or enable staff to deliver person-centred care. We observed staff to be very busy and as well as providing support to people on shift they was also administering medicines, planning and completing activities with people and completing cleaning and laundry tasks. The service uses a connect team system to allow effective communication between staff without intrusion into their personal lives. Rota cloud allows staff to access rotas, request shift swaps and manage holidays in one place. During our inspection the registered manager told us of their ongoing works during inspection they were delayed due to electrics, to convert the top floor space to provide a training room/facilities and staff room within the premises away from staffs working responsibilities. Staff told us they felt they had sufficient staffing levels and felt they was adequately trained and supported by management to complete their roles and responsibilities.