We carried out a review of the data available to us about Cross Keys Homes Domicilliary Care on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Cross Keys Homes Domicilliary Care, you can give feedback on this service.
Cross Keys Homes Domicilliary Care is a care at home agency registered to provide personal care to people living at home. They were providing personal and nursing care to 24 older people at the time of the inspection.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
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.
People felt reassured having their care provided by staff at the service. Risk assessments were in place to identify possible risks to people’s health and well-being. Measures were implemented to inform staff on how to reduce these risks. Staff worked in conjunction with guidance from external health care professionals across different organisations to help support people’s well-being.
Staffing levels were looked at to make sure they were satisfactory to meet the needs of the people using the service. People and a relative told us they had no concerns about the timekeeping of staff when attending their, their family member’s care visit. Medicines were safely managed by trained staff.
To develop their skills and knowledge, staff received regular training, unannounced spot checks, supervisions and appraisals. People were supported to maintain their independence. Staff promoted people’s food and drink intake.
Staff promoted and maintained people’s privacy and dignity. Staff knew the people they supported well. People had developed good relationships with staff who had an understanding of their individual care and support needs and wishes.
People and a relative said staff were kind and caring. People’s personal information was kept confidential in the service’s office. People and their relatives were involved in discussions about their, their family member’s, care. People told us if they had to raise any concerns or suggestions, they would be listened to and the concern resolved where possible.
People and staff told us the service was well managed. Staff felt well-supported. Audits including organisational reviews were carried out to monitor the service and address any improvements required. The registered manager notified the CQC of incidents that they were legally obliged to.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 22 November 2016).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
This comprehensive inspection took place on 8 November 2016 and was announced. It was carried out by one inspector.
The provider is required, as part of their registration, to have a registered manager. A registered manager was in post at the time of our visit. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage a registered service. 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.
People were kept safe and staff were knowledgeable about reporting any incident of harm. People were looked after by enough staff to support them with their individual needs. Pre-employment checks were completed on staff before they were assessed to be suitable to look after people who used the agency. People were supported to take their medicines as prescribed.
People were supported to eat and drink sufficient amounts of food and drink. They were also supported to access health care services if they needed this type of support
The CQC is required by law to monitor the Mental Capacity Act 2005 [MCA 2005] and the Deprivation of Liberty Safeguards [DoLS] and to report on what we find. When people were assessed to lack mental capacity to make decisions about their care, this was carried out in their best interest. Staff members had an understanding of the application of the MCA. The provider was aware of the actions to take if a person required a DoLS application to be made, which were detailed in clear policy guidance.
People were looked after by staff who were trained and supported to do their job.
People were looked after by kind staff. People and their relatives were involved in the review of their or family members’ individual care plans.
Care was provided based on people’s individual needs. Continued improvement actions were in place to ensure that, when possible, people were looked after by regular staff. Staff stayed the duration of people’s planned care visits. There was a process in place so that people’s concerns and complaints were listened to and these were acted upon.
The registered manager had attended a number of training and development courses to enhance their managerial skills. There was a team of senior staff who supported care staff to look after people. Staff were supported and managed to look after people in a safe way. Staff, people and their relatives were able to make suggestions and actions were taken, if these were needed.