Crownwise Limited - Streatham Common South

People and their relatives, and healthcare professionals told us effective care was given, people were not subject to discrimination and their equality and diversity needs were met. Staff were well trained, and supervised. People and their relatives thought the care staff provided was good and met people's needs. Staff encouraged people to discuss their health needs, any changes to them, and concerns were passed on to the management and appropriate health care professionals. This included any possible change to services if people's needs changed. People were protected by staff from nutrition and hydration risks and they were encouraged to choose healthy food options, and balanced diets whilst meeting their likes, dislikes and preferences.

People received care and support from staff in a friendly way and attention was paid to small details that made all the difference. People felt respected and staff acknowledged their privacy, dignity, and confidentiality. They were encouraged and supported to be independent and do things for themselves. This improved their quality of life by promoting their self-worth. Staff cared about people, and were compassionate, and passionate about the service they provided.

The provider was responsive to people's support needs which were assessed, reviewed, and care plans were in place that included any communication needs. People were provided by staff with person-centred care, and they had choices, and were encouraged to follow their routines, interests and maintain contact with relatives, and friends. They were also supported to interact with others living at the home so that social isolation was minimal. People and their relatives were given appropriate, easy to understand information

about the home to make their own decisions regarding whether they wished to live there. Complaints were recorded and investigated.

The home had management and leadership that was visible with an open, positive, and honest culture. The provider's vision and values were clearly set out, understood by staff and they followed them. Areas of responsibility and accountability were identified for management, and staff and a good service was maintained and regularly reviewed. There were thorough audits, and records were kept up to date. Wherever possible community links and working partnerships were established and maintained to further minimise social isolation. The provider met Care Quality Commission (CQC) registration requirements. Healthcare professionals told us the service was well managed and met people's needs in a professional, open and friendly way.