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Inspection report

Date of Inspection: 13 December 2012
Date of Publication: 19 January 2013
Inspection Report published 19 January 2013 PDF

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

We reviewed all the information we have gathered about Crossways, looked at the personal care or treatment records of people who use the service, carried out a visit on 13 December 2012 and observed how people were being cared for. We checked how people were cared for at each stage of their treatment and care, talked with people who use the service, talked with carers and / or family members and talked with staff.

Our judgement

The provider had effective systems to regularly assess and monitor the quality of service that people received.

Reasons for our judgement

During our inspection on 13 December 2012 we saw that there were a number of systems in place to assess and monitor the quality of service provided at Crossways.

For example, weekly senior meetings were held, during which each resident's health and welfare needs were discussed and reviewed and any plans of action or changes to people's plans of care were then passed back to the rest of the staff team. In addition, each person's care records were reviewed on a monthly basis and updated as and when necessary.

We saw from some of the records we looked at that staff knew how to report accidents and incidents and the provider had kept the Commission appropriately informed of any notifiable incidents. We saw evidence in the care plans we looked at that learning from incidents had taken place and appropriate changes had been implemented.

People who used the service were able to give their views on how the service was run by way of regular residents' meetings. We saw in the notes from one of these meetings that people had discussed various subjects and issues such as the new fire system, the Environmental Health Officer's inspection and subsequent report, Christmas and information/notice boards.

During our inspection it was evident that the staff and management team were very approachable and had an 'open door policy'. We saw evidence that comments, suggestions and feedback from the people living in the home, their friends and family were actively encouraged.

The provider explained that they used an external auditor to carry out an annual satisfaction survey for people living in Crossways, their friends and relatives. We saw a copy of the report that had been completed following the survey in June 2012 and noted that 18 out of 22 people living in the home and 14 relatives/friends chose to take part in the survey.

The results from June's survey were mostly positive but where areas of improvement were identified, the provider confirmed that action had either taken place or was in the process of being organised. The 2012 report confirmed that action had been taken on all but three of the areas identified as requiring improvement in 2011.

This told us that people who used the service and their representatives were asked for their views about people's care and treatment.