We carried out a review of the data available to us about Newcross Care Home 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 Newcross Care Home, you can give feedback on this 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.
New Cross Care home provides care and accommodation for up to 62 older people that may be living with dementia and/or a physical disability. There were 62 people living at the service when we inspected. The service does not provide nursing care.
There was a registered manager in post at the time of our inspection. 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.
People told us they felt safe and were well treated by staff .People said there were always staff available to help them when needed. Staff understood when someone may be at risk of abuse and how to escalate concerns so that people would be protected. People said they received their medicine as and when needed. The provider ensured new staff were checked properly before they began work at the service.
People’s rights were promoted, and their best interests considered. People had confidence that staff knew how to provide them with safe care that reflected their needs. People had a choice of, and enjoyed the food and drink that was readily available to them. People were supported to access community health care services when needed.
People told us staff were kind, caring and respectful. People said their privacy was consistently promoted by staff. People were consistently offered choices by staff, who respected these choices. People’s independence was promoted and people could choose to take informed risks.
People were involved in planning their care and staff were knowledgeable about people’s likes and dislikes. People could pursue pastimes they enjoyed. The provider had plans to improve opportunities for people to receive more person centred individual activity, this through use of community links and the use of volunteers. People were able to complain and we saw issues raised were addressed.
People were confident in the provider and felt the service was well led. There were systems to capture people’s experiences and monitor the quality of the service. The provider used people’s views to look at how the service could be improved and to learn from people’s feedback. Staff said the provider supported them so they could do their jobs well.
Is the service caring?
Is the service responsive?
Is the service safe?
Is the service effective?
Is the service well led?'
Below is a summary of what we found. The summary is based on our observations during the inspection, discussions with nine people using the service and one of their relatives, three care staff supporting them and looking at eight care records.
If you wish to see the evidence supporting our summary please read the full report.
Is the service safe?
People who used the service and their relatives told us that they felt safe. Safeguarding procedures were in place and staff understood their role in safeguarding the people they supported. Staff were aware of the provider's whistleblowing policy.
The home had appropriate policies and procedures to protect people's rights and choices and gain their consent to the care and support they received. The home's policies reflected the requirements of the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards. Staff had received training in how to protect people's rights and understood legal requirements.
Staff knew about risk management plans and we saw that they supported people in line with those plans.
The manager ensured that staff rotas were planned in advance to maintain the staffing numbers required to provide care in a safe way. The staff had the training and support required to ensure that people's needs were met.
Systems were in place to make sure that managers and staff learned from events such as accidents and incidents, complaints and checks made on the service. This reduced the risk to people and helped the service to continually improve.
Is the service effective?
People's health and care needs were assessed with them and where people wanted family members were involved. People told us they were involved in the care planning and reviews of care. We saw that care plans were regularly updated.
Where people had complex needs that required the input of specialist health care services, assessments had been made by the appropriate professionals. Their recommendations were carried out by the care staff.
Care staff received the appropriate training to meet the diverse needs of people who used the service.
Visitors confirmed that they could visit when they wanted to and spend time alone in privacy if they wished.
Is the service caring?
People were supported by staff that were kind and caring. We saw that care staff gave people encouragement and were patient with them. One relative told us, 'I visit my relative regularly and the staff are compassionate and caring'.
People's preferences, interests and diverse needs had been recorded and care and support was provided in accordance with people's wishes.
Is the service responsive?
People had the opportunity to engage in a range of different activities each day.
People were aware of the home's complaints procedure and knew how to raise concerns. One person told us, 'They are responsive to any requests you make'.
Where care staff had noticed people's changing needs, their care plans had been updated to reflect this.
Is the service well led?
The service had quality assurance and risk management systems in place. Records seen by us indicated that shortfalls in the service were addressed promptly.
The staff were well supported to ensure they had the skills and knowledge to carry out the care people needed. Care staff were given feedback about their performance so improvements could be made where needed.
Staff told us they were clear about their roles and responsibilities and understood the quality assurance and risk management systems. This helped to ensure that people received a good quality of care. Staff told us the home was well organised and they felt supported by their manager.
People told us about the care they received at the home and said they were very satisfied with the support that they received. We saw that people had a good rapport with staff and that they took time to sit, talk and explain things to people. We saw that staff responded promptly to people's needs.
We saw positive relationships between people and staff and people told us that, 'If not feeling well go to them and they do help a lot' and, 'I get what I ask for'.
People were supported by staff to access a good level of nutrition and hydration. There were strategies in place to support people who were at risk of weight loss.
We saw that staff were appropriately vetted before employment. People told us that there were staff around all the time and they were not kept waiting if they requested assistance whether this be in the day or at night.
The provider had effective systems in place that identified, assessed and managed risks to the health, safety and welfare of people who used the service and others.