Newcross Care Home

Updated 20 July 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection team consisted of one inspector and an assistant inspector.

Service and service type

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

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We sought feedback from the local authority, professionals who work with the service and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.

We reviewed information received about the service since the last inspection and used information the provider sent us in a provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all this information to plan our inspection.

During the inspection

We spoke with eight people who used the service and three visiting relatives about their experience of the care provided. We spoke with 10 members of staff including the registered manager, deputy manager, chef, house keeper, apprentice, senior care worker, care workers and activity co-ordinators. We used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us.

We reviewed a range of records. This included six people’s care records and medicines records. We looked at three staff files in relation to recruitment and staff supervision. We also reviewed a variety of records relating to the management of the service, including policies and procedures.

Updated 20 July 2019

About the service

Newcross Care Home is a residential care home providing personal care to 59 older people, including people with a physical disability and people living with dementia. The service can accommodate up to 64 people.

The care home accommodates people across two floors, each of which has separate adapted facilities. One of the floors specialises in providing care to people living with dementia.

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

People received care from staff that were kind, caring and compassionate. People told us staff could not do enough for them and staff often went the extra mile to ensure people’s health, emotional and social wellbeing needs were met. Staff enjoyed their work and treated people as if they were a family member. People and staff had built positive relationships together and enjoyed spending time together. People’s diversity was respected and embraced. Staff were respectful open to people of all faiths and beliefs and people’s privacy and dignity was respected.

People were supported by staff that took time to find out about their hobbies and interests and supported them to engage in these, while promoting people’s independence. The service was flexible and responsive to people’s individual needs and preferences. Many activities were available for people to choose from. Care was not rushed, and people were in control of their care. People’s end of life preferences and wishes had been considered. People knew how to raise a concern or make a complaint and felt confident this would be addressed.

People were supported by staff that kept them safe from harm or abuse. People received

medicines on time and were supported by staff that had been safely recruited. Staff a good knowledge of risks associated with providing people’s care including infection control. Staff had received adequate training to meet people’s individual care needs.

People were supported to have maximum choice and control of their lives and staff supported them in the

least restrictive ways possible; the policies and systems in the service supported this practice. People were supported to eat and drink enough and to attend healthcare appointments when needed.

People knew the management team by name. The service sought feedback from people about their care experience to ensure any issues were promptly addressed. The registered manager had a good oversight of the service. Quality assurance systems and processes enabled them to identify areas for improvement. The management team were passionate about providing person centred care.

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 12 September 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.