Crowstone House

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The registered manager made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in their needs. Care plans were person centred and contained all the information staff needed to support people as individuals. Staff met with relatives to build a picture of people and how best to support them, including their likes/dislikes and how best to engage with them. One relative said, “Staff listen to you and action whatever you say. The staff know likes and dislikes.”

We received mixed feedback on the activities at the service. A relative told us they had activities at the service and would often be called to see if they wanted to attend and join in with their loved one. However, another relative said the activities seemed limited and one person told us they would like to go out more. There was a dedicated activities person who facilitated different activities for people to join in with. There was a program of planned activities, and all staff were encouraged to join in with activities at certain times in the day.

The registered manager understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People were supported to access healthcare at the service. There was involvement from the local GP surgery to carry out reviews weekly and attend to immediate health needs as they arose. The registered manager arranged for dental, optical and chiropody services to attend the service to see people. When indicated people were referred to the district nursing services for support, who worked closely with people at the service when their health needs required this.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. However, we did identify some signage could be added to help people with dementia navigate themselves around the service. The registered manager acted on this suggestion. People’s communication needs were assessed to ensure staff knew the best way to communicate with them. The provider had resources available to the service to ensure they could meet the Accessible Information Standard 2016. This meant they considered people’s communication needs and style and provided information in a format that met their needs. Relatives told us staff were good at communicating with them and sharing information.

The registered manager made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The registered manager hosted regular meetings with people and their relatives to gain their feedback on the care they received and how the service was run. We saw feedback was shared in minutes and on a display of ‘You said, we did’ in the main foyer. Relatives and people told us the registered manager was approachable for them to talk with. One relative said, “The manager always comes and talks to me.”

The registered manager had processes in place to follow if they received any complaints to ensure these were fully investigated, and any lessons learned responded to.

The registered manager made sure that people could access the care, support and treatment they needed when they needed it. Staff supported people to have equal access to care and support at the service, recognising their diverse needs. Staff had received training in equality and diversity, and all care was planned in a person centred way to meet people’s needs. This included preferences over gender of care staff, support with religious needs and any cultural needs that may require additional consideration.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Care was planned in a person centred way to ensure people could access care and support when they needed it. This included ensuring prompt access to other healthcare professionals such as the palliative care team, district nurses, GPs and specialist appointments.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.