26 March 2019
During a routine inspection
People’s experience of using this service:
• People experienced a very individualised service that met their expressed needs in a personalised way. Due to the small scale of this service people were able to make suggestions and express wishes that were quickly met. People were able to lead a lifestyle of their choosing with good access to appropriate healthcare services.
• People and their families were extremely complimentary about the care and kind treatment that was afforded to them. All people and families we spoke to were extremely happy with the care and support they received.
• People at this service were well cared for by dedicated staff.
• People using the service were relaxed with staff and the way staff interacted with people had a positive effect on their well-being.
• People’s feedback was consistently positive about the care, support and staff. A relative told us, “They are very caring. They communicate well and they do end of life care very well here.” Another said, “My relative feels a lot safer here than at home. They especially like having fish and chips every now and again from the chip shop.”
• People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
• The registered manager was very involved with the service and knew everyone extremely well.
• We fed back to the registered manager areas for further development. Medicines could be made even safer by considering a medicine lead person, reviewing the policy and procedures in place as some changes had been made since this was last reviewed and developing medicines audits based upon the revised policy.
Rating at last inspection: We rated Crowstone Manor as good and published our report on 15 July 2016.
Why we inspected: This was a scheduled inspection based on previous rating.
Follow up: Going forward we will continue to monitor this service and plan to inspect in line with our re-inspection schedule for those services rated good.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk