Crown Senior Care

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 inspection we rated this key question good. At this inspection the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care. People were treated with kindness and respect. People were supported to make choices and be independent. Staff felt well supported. We did not assess all the quality statements within this key question. We did not identify concerns relating to these areas which we judged as being met at our last inspection.

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.

People were treated with kindness and respect. They had good relationships with staff. Feedback highlighted the kindness, compassion, and respect shown by staff, and the registered manager, with 100% of respondents affirming these qualities. Relatives shared examples of staff going above and beyond, A relative said, "One carer made a complete Christmas lunch for [person] and served it at [their] home." Another stated, "They are very kind and caring; they go out of their way, especially if they have to stay longer to see to all [the person’s] needs." Another commented, "[person] likes [their] carers and tells me they are all lovely to [them]. One thing that shows their kindness is that they change [another member of the household’s] bed sheets as well as [person’s], even though [they] sleep elsewhere." People told us that staff respected their homes. A relative commented, "They totally respect our home. I often get home to find they’ve washed the floor because they had some spare time." People were pleased with the care and support they received, highlighting the strong relationships built on trust and respect. Staff were described as kind, caring, well-trained, polite, and respectful, with a clear focus on meeting individuals' mental, social, and physical needs while promoting independence.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People were supported to be independent, to make choices and have control over their care. The service placed a strong emphasis on promoting independence, respecting individual choices, and ensuring people retained control over their lives. Care plans were designed to reflect these principles. Feedback from relatives highlighted how staff encouraged independence in practical ways. A relative said, “They encourage [person] to move around as much as [person] can, keeping [them] motivated and engaged by asking [them] to plan what [they] want done at her next visit.” Another noted, “[Person] now cooks independently and does lots of other things.” Another commented, “It is becoming harder for [person] to do things for [themselves], but they do encourage [person] to do small tasks.” Relatives also praised the collaborative and respectful approach to care, with people telling us, “They work as a partnership to look after [person], speaking to me as professionals with [person’s] best interests at heart. For instance, when [person] wanted to go out, the manager adjusted [person’s] hours to make it possible while balancing [person’s] finances” and “The one thing about this company is that I feel they respect the wishes of all the service users and are happy to do things for their clients.” This feedback demonstrated service was committed to fostering autonomy, tailoring care to individual preferences, and maintaining open communication with people and their families.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

Staff felt supported in their work and with their wellbeing. The registered manager maintained daily contact with the staff team, encouraging open communication and a supportive environment. An on-call system, covered by the registered manager and a senior care worker, ensured staff always had access to managerial guidance for any issues requiring intervention. Staff were encouraged to visit the office whenever necessary and participate in regular meetings, spot checks, and supervision sessions. Spot checks were conducted every three months, and supervision was scheduled every 2 months, with additional sessions arranged as needed. Staff had access to policies online, which they could review at any time, ensuring they were always informed about the service’s procedures and expectations. To further support them, an online system flagged upcoming training requirements, helping them stay up to date. Staff also received all necessary equipment to perform their duties confidently and safely and were kept informed through prompt updates on people’s needs. The service offered free, 24/7 access to a confidential Health and Wellbeing Support Service. Staff told us that when personal challenges arose, the registered manager supported them, covering their responsibilities wherever possible to minimise stress. By taking the time to get to know staff and understand their individual needs, the service fostered a supportive environment where employees feel secure and valued.