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Cross Street Residential Care Home Good

The provider of this service changed - see old profile


Inspection carried out on 19 June 2019

During a routine inspection

About the service

Cross Street is a care home providing care and support for up to four people with learning disabilities. The home is managed by Certitude Support for Living Limited and is situated in the Hampton area within the London Borough of Richmond Upon Thames. There were no vacancies.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

People’s experience of using this service and what we found

The home provided a safe place for people to live and work in and people enjoyed living at Cross Street. They had risks to them assessed, which enabled them to live safely whilst taking acceptable risks and enjoying their lives. Accidents and incidents and safeguarding concerns were reported, investigated and recorded. There were adequate numbers of appropriately recruited staff. Medicine was safely administered.

People did not experience discrimination. Staff spoke clearly to people, were well-trained, supervised, and appraised. People were encouraged to discuss their health needs and had access to community-based health care professionals. Staff protected people from nutrition and hydration risks and encouraged them to choose healthy and balanced diets that also met their likes, dislikes and preferences. The premises were adapted to people’s needs. Transition between services was based on people’s needs and best interests.

The home had a warm, friendly and welcoming atmosphere and people enjoyed the way that staff gave care and support to them. Staff were caring and compassionate. There were positive interactions between people, staff and each-other throughout our visit. Staff observed people’s privacy, dignity and confidentiality. People were encouraged and supported to be independent and had access to advocates.

People received person centred care with their needs assessed and reviewed. They had choices, followed their interests and hobbies and did not suffer from social isolation. People were given information to make decisions and end of life wishes were identified. Complaints were recorded and investigated.

The home had an open, positive culture and transparent management and leadership. There was a clear organisational vision and values. Areas of responsibility and accountability were identified, and service quality frequently reviewed. Audits were carried out and records kept up to date. Good community links and working partnerships were established. Registration requirements were met.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence. The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

For more details, please see the full report which is on the CQC website at

Rating at the last inspection

The last rating for this service was good (published 13 December 2016).

Why we inspected

This was a pla

Inspection carried out on 21 October 2016

During a routine inspection

This was an unannounced inspection and took place on 21 and 24 October 2016.

The home provides care and accommodation for up to four people with learning disabilities. It is located in the Hampton Hill area.

At the time of our inspection the home had a registered manager. 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 and associated Regulations about how the service is run.

This is the first inspection since the provider was registered. At this inspection the home met the regulations.

When we visited Cross Street there was a warm, welcoming atmosphere with people freely coming from and going as they pleased. People said and their body language showed that they enjoyed living at the home and the way that staff provided care and support for them. People were provided with a variety of activities. They chose their activities themselves, when they wished to do them and with whom. They felt safe in the home and the local community. People using the service interacted positively with each other and staff during our visit.

Although there was a new provider, many of the staff from the previous provider had remained and people were familiar with the staff as they had been supported by them over a long period of time. They said they liked the staff and enjoyed the way that staff supported them. People were provided with information about any activities taking place so they could decide if they wanted to join in. Staff provided care and support in a professional, friendly and supportive way that was focussed on people using the service as individuals. They told us they knew people who use the service and their likes and dislikes well. Staff were well trained, had appropriate skills and were accessible to people. They said they enjoyed working at the home and had received good training and support from the manager.

The home records were accessible, kept up to date and covered all relevant aspects of the care and support that people received. This included the choices they made, activities they attended and way their safety was protected. Their care plans were completed and the information contained was regularly reviewed. This enabled staff to perform their duties competently and efficiently. People were encouraged by staff to discuss their health needs and had access to GP’s and other community based health professionals. People were supported to be healthy by choosing nutritious, balanced meals that promoted a healthy diet whilst taking into account their likes, dislikes and preferences. This meant people were protected from nutrition and hydration associated risks. People told us they liked the meals available and we saw that they were of good quality with plenty of choice.

People and their relatives told us the manager and staff were approachable, responsive and listened to them. The quality of the service provided was consistently monitored and assessed.