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We are carrying out a review of quality at Crossways. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary

Overall summary & rating


Updated 30 November 2018

This was an unannounced, comprehensive inspection visit completed on 10 and 11 October 2018.

Crossways is a ‘care home’ providing residential care. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

The home provides care to a maximum of 24 people. At the time of the inspection, there were 22 people receiving care at the service with one person in hospital.

The service had a registered manager in post. ‘A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.’

At our last inspection on 30 and 31 March 2016 the service was rated good in all key questions. This was because staff knew how to keep people safe, with good adherence and implementation of risk assessments and care plans.

Staff treated people respectfully, placed value on provision of food and fluids, and meeting specialist dietary requirements. People’s care records were completed to a consistent standard, with quality monitoring and oversight of care provided by the management team.

During this inspection, we received high and consistent praise in relation to this service. People and their relatives were positive and enthusiastic about the quality of the service provided. We found that people were supported to have maximum choice and control over their lives and staff worked with them in the least restrictive ways possible; with the policies and systems in the service to support this practice.

Staff treated people with care and compassion, and took pride in their caring roles. Staff understood how to identify and report safeguarding concerns to keep people safe. Staff approach and people’s records demonstrated adherence to the principles of the Mental Capacity Act.

People accessed a variety of meaningful activities arranged within Crossways to reduce social isolation and spent time with relatives, friends and accessing the local community.

People and their relatives knew how to make a complaint, and were encouraged to give feedback to the management team, however there had been no formal complaints in the 12 months prior to the inspection. The service provided high standards of care to people who required support with complex health needs and those approaching the end of their life.

Crossways had excellent governance systems in place which enabled the service to continuously learn, improve and sustain high quality person-centred care.

Inspection areas



Updated 30 November 2018

The service was safe

People had individualised risk assessments linked to care plans.

People received their medicines as prescribed and at times to ensure effectiveness.

Staff knew how to keep people safe and what actions they would

need to take if they had any concerns.

There were enough staff to meet people's needs with flexibility built into each shift to allow for changing needs and complexity.



Updated 30 November 2018

The service was effective

Staff received the necessary training and reviews of competency for their roles.

People's mental capacity was assessed, with best interest decision making in consultation with relatives and other professionals involved in their care and support.

The service worked collaboratively with the GP surgery, pharmacy and other healthcare professionals.



Updated 30 November 2018

The service was caring

People were treated with kindness, respect, dignity and compassion.

We received consistently positive feedback from people and their relatives about the high quality of care and described staff as excellent, going above and beyond to ensure consistently high levels of care and support.



Updated 30 November 2018

The service was responsive

People engaged with activities onsite and in the community which had a significant impact on their overall health and wellbeing, with the aim of reducing social isolation.

Care plans linked to risk assessments and demonstrated empowerment to make choices and for people to have as much control and independence as possible.

The service held an accreditation for providing high standards of end of life care.



Updated 30 November 2018

The service was very well-led

The service encouraged feedback and took account of the views of people who used the service, their relatives and staff to help drive improvement.

Robust auditing processes were in place to monitor and maintain high and consistent standards of care and support.

The management team�s open-door policy for staff extended to people living at the service, their relatives and friends.