Crown Clinic Limited

This is the first time we have inspected and rated the service. We rated it outstanding because:

• The service took a holistic approach to assessing, planning and delivering high quality care that met or exceeded best practice guidance. Staff completed specialist training, participated in learning and sharing best practice and supported the provider to pioneer the use of innovative treatments. Staff actively engaged in activities to monitor the effectiveness of treatment and improve outcomes for patients. The service performed highly when comparable benchmarking opportunities were available.
• Patients were truly respected and valued as individuals and were full partners in their care. There was a strong, visible person-centred culture. Staff were motivated to provide exceptional practical and emotional support to patients and their families. Feedback from people who used the service was exceptional.
• People’s individual needs and preferences were central to the delivery of tailored services. The service was flexible and provided patients with choice about continuity of care. The facilities and premises were excellent, and the design and layout of the clinic considered the needs of all patients. Leaders demonstrated a commitment to inclusivity.
• The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. They managed medicines well. The service managed safety incidents well and learned lessons from them.
• Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.

However:

• The service was not registered to receive patient safety alerts from the Central Alerting System (CAS). CAS alerts include safety information from the Medicines and Healthcare products Regulatory Agency (MHRA).
• The service did not always record the exact type and dose of medicines they gave patients to take home.
• Some policies did not always reflect the activities of the service.