Cross Street Residential Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 82 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People told us staff treated them as individuals and they received consistently good, person-centred care and support from the same small group of staff who were familiar with their needs, preferences and daily routines. Care records contained personalised information about people’s unique strengths, likes and dislikes, and how they preferred staff to meet their individual care needs and wishes. An external care professional told us, “The staff are well informed and know what my clients’ personal likes and dislikes are.”

The provider understood the diverse health and care needs of people and their local communities, and ensured care was joined-up, flexible and supported choice and continuity.

People told us staff understood their family members care needs and that they worked well with multiple external health and social care professionals to consistently meet those needs. People received care and support from services that understood the diverse health and social care needs of their local communities.

The provider were exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Managers and staff were aware of their responsibility to meet people’s communication needs and make information accessible. Staff correctly interpreted words used by one person who lived in the care home when they were referring to specific members of staff which they used instead of the staff members real name. An external care professional told us, “Staff help me to communicate with my clients when I may not know the best way to engage with them.” Staff also ensured people were given information in a way they preferred and understood. For example, staff used easy to understand pictures, widget symbols and photographs to help people make informed decisions and choices about what they ate, drank and activities they engaged with.

Managers told us they had worked closely with the local positive behavioural support team to develop guidance, so staff knew how to use objects of reference to communicate more effectively with one person living in the care home. Information about people’s preferred method of communication had been assessed and how to meet those needs was included in each person’s communication passport [portable document that outlines how an individual communicates to help health and social professionals understand a person’s needs and wishes]. In addition, each person had a decision-making agreement that provided guidance to carers about how to support people to make informed decisions and who needed to be involved.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People and their relatives had regular opportunities to speak to the managers and staff and they felt listened to and involved in making decisions about the care and support they or their family members received. Managers and staff used a range of methods to encourage people to have their say and state their views about the care they received at the home. This included regular one-to-one sessions with their designated keyworker, care plan reviews and satisfaction surveys.

The service made sure that people could access the care, support and treatment they needed when they needed it. The provider ensured people could access the care and support they needed when they needed it.

People had sufficient opportunities to engage in meaningful leisure and recreational activities that reflected their social interests. The care home was well-resourced with various arts and craft materials, board games and puzzles. Staff actively supported people to attend various social activities in the wider community including regular therapy sessions at a local sensory room, music venue and hydro-pool. Staff told us people they supported regularly attended a variety of community-based leisure activities and events including walks and cycling in the local parks and eating out in the local cafes. People also went on regular short-breaks and holidays with staff and visited family and friends. A relative told us, “It’s wonderful the staff arrange for me to have regular meals out with my [family member] despite the distances involved, which I’m so grateful for.” People and their families were supported to be involved in discussions about people’s social interests, which was recorded in their care plan.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

People were supported by managers and staff to be included and have the same opportunity as others to receive the care and support of their choice. The registered manager told us they worked closely with ‘Think Local Act Personal’ partnership which through links with multiple health care professionals and local networks helped maximise positive health care outcomes for people living with learning disabilities. In addition, the providers ’Treat Me Right!’ team gave training to external health and social care professionals, so they had a better understanding of the inequality experienced by people living with learning disabilities when it comes to accessing health and social care services and how they could improve service delivery. This training was provided by people with lived experiences.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People did not require any support with end-of-life care at the time of our assessment. People and their families were supported to be involved in discussions and participate in decisions about their future care needs and end of life wishes. People’s care records included a section where individual’s end of life care and support needs and wishes were recorded. Where people and their families had declined to discuss end of life care wishes this decision was recorded in a person’s care plan and was regularly reviewed. Staff had received end of life care training.