About the service:

St Crispin Village is a complex of 270 apartments and bungalows. People who live at the St Crispin Village have the option of receiving personal care in addition to support with housekeeping and social activities. There were 21 people receiving personal care at the time of our inspection.

People’s experience of using this service:

• St Crispin Village have had a number of changes in the management team which has led to inconsistencies in leadership. However, we found the existing management team were passionate about improving the quality of care people received and had implemented many positive changes. We received positive feedback about the management team from people, relatives and caregivers.

• People, relatives and caregivers told us they had not been consulted about changes in rota’s and a reduction in agency staff over the festive period, this impacted on morale in St Crispin Village. However, people, relatives and caregivers told us there had subsequently been improvements in the consistency of care and communication.

• People felt safe living at St Crispin Village, they were supported by caregivers that had been safely recruited and received training relevant to their roles. Medicines were administered on time and as prescribed by competent caregivers.

• People’s likes, dislikes and preferences were taken into consideration and support was individualised. People were supported by caregivers that understood the principles of the Mental Capacity Act (2005) and respected people’s choices.

• People were supported by caregivers they knew. Caregivers had developed positive relationships with people and were kind and caring. People’s privacy and dignity was respected.

• People had access to a wide range of activities at St Crispin Village. People were involved in planning their care and encouraged to be as independent as possible. People knew how to complain and felt confident complaints would be responded to.

• A registered manager was in post that understood the regulatory requirements.

Rating at last inspection:

This is the first comprehensive inspection under this registration. The service was registered on 22 June 2018.

Why we inspected:

This was a planned comprehensive inspection, we brought this forward due to information of risk relating to staffing levels, late and missed calls

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 requires good.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk