Crossways Nursing Home

Ratings

• Overall

  Requires improvement

• Safe

  Requires improvement

• Effective

  Requires improvement

• Caring

  Good

• Responsive

  Good

• Well-led

  Requires improvement

Our view of the service

Date of Assessment: 17 November to 2 December 2025. Crossways Nursing Home is a residential care home with nursing provision. The service supports older people, those living with dementia, physical disabilities and nursing needs.

At our last inspection, the provider was in of breach legal regulations in relation to person-centred care and governance. At this inspection the provider was no longer in breach of the regulation related to personal care. However, we identified 3 breaches of legal regulations concerning safeguarding, the premises and a continued breach in relation to governance.

Safeguarding concerns had not always been identified and reported. Incidents, where people had communicated emotional distress, had not been appropriately documented to inform learning and reduce risks. Areas of the service that were not well-maintained were not always safe and did not promote good infection prevention and control (IPC) practices. People’s care plans did not always provide enough guidance on how staff should meet people's needs when they experienced emotional distress. Staff were concerned about several recent changes to management. However, the provider was receptive to our feedback and evidenced immediate improvement and showed us planned actions they would take.

Communal lounges and people's bedrooms were clean. Staff were recruited safely. They told us they felt able to approach leaders and raise concerns. The service had worked with external health professionals and had sought appropriate medical advice. People's nutritional needs were met. A staff member said, “It’s good here, I enjoy it a lot. It’s not great not to have a manager, but head office, (the provider’s senior managers) are usually here when we need them. The managers that have come and gone have been pretty good when they have been here.”

In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/ or appeals have been concluded.

People's experience of this service

Overall, feedback from people and their relatives was positive. People and their relatives told us that the staff treated them kindly. People had received support from external health professionals when needed. People were able to make choices regarding their care needs and felt involved in care planning. There were systems in place for people and their relatives to provide feedback on the care they received. A person told us, “I feel good here, I banter with staff, we joke and we chat.”