The Crown

Staff were attentive, patient and compassionate. They supported people calmly when they became distressed.

“We observed them to be attentive, kind and compassionate.” from the report

Staff followed risk plans, including for seizures and distress. They also supported daily oral care.

“We observed staff consistently following agreed risk management procedures with this person to keep them safe.” from the report

People received medicines as prescribed, and medicine records had no unexplained gaps. The home was clean and staff used protective equipment during personal care.

“Medicine administration records had been completed with no unexplained gaps and the reason for PRN (as and when required) medicines, had been recorded.” from the report

The new manager acted quickly during the inspection and showed a strong commitment to improving the home. The changes were not yet established enough for inspectors to assess fully.

“They acted immediately to address the inspection findings; however, under the existing governance systems we could not be assured this would have been addressed if we had not inspected.” from the report

Records showed that not all potential abuse concerns had been reported to the local authority safeguarding team or the CQC. Inspectors said this could have placed people at risk.

“Records showed staff had not reported all instances of potential abuse to the Local Authority safeguarding team or the Care Quality Commission (CQC).” from the report

CCTV had been installed in communal areas without consulting residents or gaining their consent. Inspectors said this did not properly protect privacy and choice.

“The provider had installed CCTV in communal areas of the service however, they had not consulted with people living at the service or gained their consent to being filmed.” from the report

Some records were old or contained another person's name. Quality audits did not identify all the issues found by inspectors and focused too much on systems rather than people's quality of life.

“We found records that were in need of review, due to age or content. For example, some records contained the name of a different person.” from the report

Staffing did not always allow people to go out without planning ahead or choose when to have a bath or shower. Improvements were made during the inspection, but the home was discussing funding for staffing levels.

“However, staffing levels did not always enable people to go out spontaneously for example, to access community facilities, or to choose when to have a bath or shower.” from the report