Archived: Crossways Residential Care Home

Below is a summary of what we found. The summary describes what we observed, the records we looked at and what staff told us.

Is the service safe?

Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare.

There were effective systems in place to reduce the risk and spread of infection.

There were effective recruitment and selection processes in place. Appropriate checks were undertaken before staff began work.

People's personal records including medical records, staff records and other records relevant to the management of the service were accurate and fit for purpose.

The home had proper policies and procedures in relation to the Mental Capacity Act and Deprivation of Liberty Safeguards although no applications had needed to be submitted. Relevant staff had been trained to understand when an application should be made, and in how to submit one. This means that people will be safeguarded as required.

Procedures for dealing with emergencies were in place and staff were able to describe the action they would take to ensure the safety of the people who use the service.

Is the service effective?

Care plans provided staff with the detailed information needed to enable them to provide care that met people's needs.

We saw staff had the skills, knowledge and experience to effectively meet people's needs and work confidently with other agencies to ensure these were met.

Staff were consistent in how they said they would support particular people's needs.

The service liaised effectively with other professionals such as GP's, District Nurses and other health care professionals.

Is the service caring?

Staff showed a positive and understanding approach towards the care needs of people who use the service.

People were supported by kind and caring staff who spoke politely to them. We saw that care workers showed patience and gave encouragement when supporting people.

Is the service responsive?

People were able to participate in activities both in the home and in the community that were provided in light of their personal likes and preferences.

Care plans and risk assessments were reviewed regularly. If any changes to people's care needs were identified, they were recorded and acted upon.

Is the service well-led?

The provider had appropriate systems in place to effectively assess and monitor the quality of care they provided to people who use the service.

Staff were supported by the manager and provider and a good rapport existed between care staff and management. The senior carer said they were able to get support and advice from professionals and felt well supported.

The provider made notifications to the regulator as required. This meant the quality and safety of care for people who use the service can be monitored by the relevant regulators.

Incidents and accidents were monitored and analysed appropriately.

One relative told us the care provided at the home was 'second to none'. They said their relatives had been at the home for several years and they had 'nothing but praise for the staff. They told us the staff were respectful and kind and their relative was well looked after. Another relative said 'the staff do a difficult job but they do it very well'.

We spoke to two members of staff who had good knowledge about the measures to take to protect people from infection. We looked in three staff files and found that they had undertaken training in food hygiene and infection control. However, on the day of our visit there were two staff providing all care and support for ten people in addition to cooking all the meals. This may have made implementing infection control measures difficult.

People's bedrooms and the kitchen were clean and tidy but in some parts of the home there were signs that appropriate deep cleaning had not occurred. These areas had not been picked up because the provider did not have a programme of audit to detect areas which required cleaning.

One person told us the service was 'very nice'. The second person told us the 'staff and the home are very good'. The relative we spoke with said 'the home is excellent and the staff are very good'.

We found the home took into account people's preferred routines as well as their likes and dislikes and these had been recorded in people's care plans. We found the home had completed several risk assessments for people and had recorded ways in which staff were to minimise the risks that had been identified. The home had an up to date safeguarding policy as well as detailed procedures to follow if the staff had any concerns. We found the home had procedures in place to audit the ordering, receiving, stock checking and disposal of medicines and the home had a detailed recruitment policy in place which was followed.