Crown Senior Care

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last inspection we rated this key question good. At this inspection the rating has remained good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care. There were effective systems and processes for monitoring and improving the quality of the service. 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.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The registered manager actively participated in ongoing training and development to ensure they remain fully equipped with the latest skills and knowledge. As a "Train the Trainer," the registered manager was qualified to deliver training and share expertise directly with the team. In addition to their internal responsibilities, they collaborated with 3 external care providers, as well as others in the sector. These partnerships foster shared learning and professional growth.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider had effective systems and processes for monitoring and improving quality. There was an annual administration audit and action plan to ensure compliance with systems and processes across key areas, including finances, office operations, health and safety, quality assurance, and client enquiries. In line with best practices, the provider developed a comprehensive business continuity plan to identify potential hazards, assign risk scores, and outline mitigation strategies. The plan included an emergency response checklist, key contact numbers, resource requirements for recovery, and detailed timeframes for implementing solutions. Staff competencies were regularly assessed through individual supervisions, on-site spot checks and staff meetings, ensuring a high standard of care and professionalism. Clear processes were also in place for the on-call system, which meant staff knew who to contact for support on a week-to-week basis. The service conducted comprehensive audits across several key areas to ensure compliance and maintain high standards of care. These included infection control, confidentiality and GDPR (General Data Protection Regulation) compliance, staff files, medicines administration, people’s care files, accidents and incidents, staff training, and equipment such as hoists and lifts. By regularly reviewing these aspects, the service ensured that practices remained safe, effective, and aligned with regulatory standards, fostering a reliable and well-managed service. The provider maintained accurate and clear records relating to people using the service and staff. They had effective processes for recruiting and training staff to help make sure they provided good quality care.

Regular meetings with external organisations provided a platform to exchange experience, both positive and challenging, and share best practices. These collaborative sessions also served as an opportunity to discuss updates to legislation, changes in industry standards, and effective strategies for managing incidents. Importantly, these relationships enabled mutual support. For example, in times of staff shortages, agencies assisted another by providing temporary staffing solutions, ensuring continuity of care for all people that require support. The registered manager worked closely with an organisation leading research and work into good dementia care and support, establishing a valuable referral pathway. This collaboration ensured that the service incorporated the latest best practices and guidance in dementia care, enabling the team to deliver high-quality, informed support to individuals living with dementia and their families.