The Care Quality Commission
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Crown Senior Care

Overall: Good read more about inspection ratings

Suite 204 Legacy Centre, Hanworth Trading Estate, Hampton Road West, Feltham, TW13 6DH (020) 8797 0399

Provided and run by:
Crown Senior Care Limited

All Inspections

During an assessment under our new approach

Date of assessment 12 November to 22 November 2024. This was a planned assessment in line with our scheduling guidelines. This assessment was conducted remotely analysing documentation requested from the service, staff surveys and feedback from people’s relatives. Crown Senior Care is a domiciliary care agency that provides personal care to older adults, individuals with dementia, physical disabilities, mental health needs and those who require support to live independently in their own homes. They were supporting 9 individuals at the time of our assessment. The last rating for this service was good (published 12 April 2019). The rating remains good at this assessment. The service provided person-centred care that promoted the health, well-being, and independence of those they supported. Their needs and choices were assessed. People and their representatives were involved in planning and reviewing their care. The provider upheld the human rights of everyone involved, always ensuring privacy and confidentiality. The service supported people to make choices and be involved in making decisions. They encouraged independence and recognised the unique needs and aspirations of each person. The registered manager told us the service’s overarching goal was to place people at the heart of their work, delivering personalised, professional care that prioritised dignity, respect, and independence. People received person-centred care. Their needs and choices were assessed. People and their representatives were involved in planning and reviewing their care. Staff were kind, caring, well-trained, polite, and respectful. Staff told us that they were happy and well-supported in their roles, with access to the information and training necessary to deliver high-quality care. Care records were clear, detailed, and regularly reviewed to ensure they remain accurate and effective. Medication records were subject to regular audits.

2 April 2019

During a routine inspection

About the service: Crown Senior Care provides personal care and support to people living in their own homes in and around the London Borough of Hounslow and Surrey. The service is the only location of a private company which was registered with CQC in 2018. At the time of our inspection, eight older adults were using the service.

People’s experience of using this service:

¿ People using the service, and their representatives, were happy with the care and support they received. They found the registered manager and care givers kind, polite and professional. They had developed good relationships with these staff. Their needs were being met in a personalised way and they were involved in planning their care and making decisions about this.

¿ Relatives felt confident that people were being cared for safely and in a personalised way. They told us how the agency had provided peace of mind and one relative commented, ''They are amazing, and it is getting easier to have some time for myself, now I have found an agency I trust.''

¿ The staff were well supported, trained and had the information they needed to care for people in a safe way. The registered manager provided care to people and also worked alongside the other care givers to assess their work and make sure they were meeting people's needs. There were regular individual and team meetings to discuss the service and make sure there was a consistent approach.

¿ People were being cared for in a safe way. They received their medicines as prescribed and staff understood how to handle medicines appropriately. The risks to people's safety and wellbeing had been assessed and planned for. People were supported to take risks but were also protected from harm because the staff followed clear guidance to support people safely. There were procedures designed to safeguard people from abuse. The staff received training and information about these and discussed these subjects during team meetings.

¿ The agency worked closely with families and external professionals to make sure people's healthcare needs were met and they responded to accidents and other changes in people's needs. People received the support they needed with mealtimes and the care givers monitored people's food and fluid intake where needed. The agency worked closely with other care providers where they jointly cared for people, to make sure they shared information and guidance.

¿ There were a range of policies and procedures which were shared with stakeholders. There were procedures for dealing with concerns, complaints, accidents and incidents; as well as systems for monitoring and improving the quality of the service. The registered manager asked people using the service, care givers and other representatives for feedback about the service and made changes to reflect this feedback.

Rating at last inspection: This was the first inspection of the service since it was registered with CQC on the 9 May 2018.

Why we inspected: We inspected the service as part of our planned programme of inspections based on the date of registration.

Follow up: We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. We may inspect sooner if we receive any concerning information regarding the safety and quality of the care being provided.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk