All inspections: Crown Care Norwich - Care Quality Commission

During our inspection we looked at five care records and noted that there was a system in place to ensure people consented to their care and support. People had an assessment of their care needs before they started using the service.

We saw evidence that people's needs were reviewed on a regular basis along with their personal risk assessments. We visited two people using the service and spoke with them and their relatives. People expressed positive views about Crown Care. They told us that the care they received met their needs and that they were happy with the care workers that visited their home. One person said, 'It is a wonderful service, the girls (care workers) are wonderful'. One of the relatives we spoke with said, 'The care given is excellent and mum is really happy'.

People using the service told us that they felt safe and had no concerns. One relative said, 'I trust all of the staff, we don't have any doubts or worries'.

The service had suitable staff arrangements to ensure people's needs were met. The staff had been appropriately trained and undertook regular supervisions.

The service had various methods that were used to ensure the quality of the service was monitored and audited. This included weekly and monthly audits by the manager that determined people's views and experiences about the service that was provided.

During our visit we looked at completed survey forms, recently returned by people using the service and their families. These surveys asked questions about all aspects of the service including the conduct of staff and how care and support was delivered. We found that the majority of responses were positive and that people were happy with the service they received. For example, people said that staff usually visited on time and that visits were never missed. Whilst some isolated negative comments were received, the provider was able to provide information about what had been done to address them.

We also visited two people using the service and spoke with them and their family members about their experiences. Their feedback was universally positive and they told us that they were happy with the care and support they received, describing it as 'Good care; kind care'. They also told us that they felt happy to raise with staff any concerns they may have, and had not had cause to complain about the service. Family members said that staff communicated well with people and that they had built up a good rapport and could 'Have a laugh'. One person said that staff were flexible in what they did and always asked 'Is there anything else we can do?' before they left the house.

We spoke with three service users and two relatives during the course of our visits on 15 November 2011. All expressed satisfaction with the service and the staff who visit them. They also made positive comments about the office staff and how they respond to telephone calls. One person said 'They make a good team.'

People said they knew who to speak to if they were dissatisfied with the service and they were confident they would be listened to and the issue put right. They told us they felt safe and one person said 'They know the security arrangements.'

People who use the service were complimentary about the staff who visited them. They said that staff were competent, good and friendly. People told us that they had confidence in the ability of the member of staff who visits to provide care and support that had been agreed. We were told that staff were punctual but that the office always telephoned them if the carer was running late and this was appreciated by them.

People told us they were able to express their views and opinions and these were always listened to and action taken where appropriate.

Archived: Crown Care Norwich

All Inspections

3 September 2013

During a routine inspection

25 October 2012

During a routine inspection

15 November 2011

During a routine inspection