Crossways Nursing Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were treated with kindness, and their privacy and dignity were upheld. Our observations of interactions between staff and people were positive. Overall feedback we received from staff in this area was positive. A staff member said, “I think people are treated fairly well. I know a lot of the team, and I see they are caring and will spend time with the residents and will act in their best interests.” A person told us, “I feel appreciated and respected all the time.” A relative said, “There are no words to explain the kindness and compassion of all staff, regardless of their role here.”

The provider treated people as individuals and made sure people’s care met their preferences. They took into account people’s strengths, abilities and unique backgrounds. For example, people’s care plans contained information such as where they used to work, relationships that are important to them and hobbies. A person told us, ‘‘I feel well involved in my care. My care plan is a blueprint of everything they do here and how to help me.”

People's care plans contained information about what they could do for themselves and, where needed, how much support staff should provide. For example, detailing what areas of mobility people could manage on their own and what support they needed. A person said, “What I like is that staff don’t pressurise me to do anything I don’t like.”

Although we observed, and records showed, that people had regular support to participate in activities such as arts and crafts, exercises, board games, and music-based activities; some staff members felt there was room for improvement in supporting people with activities and pastimes. For example, a staff member said an area for improvement was, “More things happening, for example activities, more things going on.”
 

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. For example, when people called for support, staff assisted them promptly. A person said, “[Staff] do come fairly quickly.”

Staff told us work had been more challenging due to 3 recent changes to the home’s manager. They said they needed consistent leadership to support them in their roles. A staff member said, “I think residents are well looked after here. There are some staff that have never been managed, but you tell them stuff, and they will do it.”

However, all staff we spoke with confirmed they felt supported by the provider’s senior leaders. A staff member said, “I think the staff are treated pretty good, we are supported in the main and treated well by management.”