About the service: Crowstone Manor provides accommodation for older people, some of whom may live with dementia. The service can accommodate up to 12 people. On the day of our inspection visit 11 people were accommodated as the one double room was used as a single occupancy.

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

This inspection took place on the 23 May 2016.

Crowstone Manor Care Home is registered to provide accommodation and personal care for up to a maximum of twelve older people. The service is not registered to provide nursing care. At the time of our visit there were 11 people residing at the service.

The service has a Registered manager. A Registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Suitable arrangements were in place to ensure that people received appropriate care and support to meet their needs. Staff knew the needs of the people they supported and they were treated with respect and dignity. People’s healthcare needs were well managed and they had access to a range of healthcare professionals.

People’s needs were met by sufficient numbers of staff. Suitable arrangements were in place to ensure that staff had been recruited safely. Staff received opportunities for training and supervision.

People were safeguarded from harm; Staff had received training in Mental Capacity Act (MCA) 2005 and had some knowledge of Deprivation of Liberty Safeguards (DoLS). The Registered manager had a good knowledge of how to assess and identify people who meet the criteria for DOLS application and who would authorise the application this being appropriate applications had been made to the Local Authority.

People had sufficient amounts to eat and drink to ensure that their dietary and nutritional needs were met.

People were provided with the opportunity to participate and engage in activities of their choice which met their needs. Relatives and people who used the service knew how to make a complaint and we felt assured that all complaints would be dealt with and resolved efficiently and in a timely manner.

The service had a number of ways of gathering people’s views which included holding meetings with people, staff, and relatives. The manager carried out a number of quality monitoring audits to help ensure the service was running effectively and to help them make improvements.