Background to this inspection
Updated
11 February 2022
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.
As part of CQC’s response to the COVID-19 pandemic we are looking at how services manage infection control and visiting arrangements. This was a targeted inspection looking at the infection prevention and control measures the provider had in place. We also asked the provider about any staffing pressures the service was experiencing and whether this was having an impact on the service.
This inspection took place 11 January 2022 and was announced. We gave the service one days notice of the inspection.
Updated
11 February 2022
About the service: Crossroads House provides accommodation with personal care for up to 47 people. There were 39 people using the service at the time of our inspection.
People’s experience of using the service:
• People consistently were treated with exceptional kindness, compassion and respect. Staff were very patient and spent a great deal of time supporting people the way they wished to be treated.
• We saw a great number of very positive compliments and praise received by the service from people, their families and friends and healthcare professionals.
• Feedback included, “We cannot thank you enough for the change in our mum, and how settled she is” and “It’s the little things, like biscuits with tea/coffee, a cup and saucer and a warm welcome from staff that care. The care is outstanding, Mum is so well.”
• People were placed at the centre of the service and were given very person-centred care and support by kind, caring and empathetic staff.
• People received effective care and treatment from competent, knowledgeable and skilled staff who had the relevant qualifications to meet their needs. The provider had a good system to ensure all staff had regular training to keep them up to date with best practice. Training methods included online, face to face training and competency assessments.
• Activities were provided seven days a week and offered a wide variety of relevant and meaningful activity both inside and outside of the service.
• Staff meetings at all levels were used to remind staff of safeguarding processes. One member of staff told us “I wouldn’t be afraid to raise my concerns to management who would listen to me”.
• The service was specifically adapted for people living with dementia. People were encouraged to be as active as possible. All the staff had been provided with dementia training and were highly skilled in responding to people’s needs.
• The registered manager was passionate about sharing best practice dementia care. They had joined several groups and projects outside of the service to keep up to date with best practice and innovation.
• People benefitted from having a number of people including young children and students spend time with them. This helped raise the profile of good dementia care and challenged pre-conceived ideas of living in a care home.
• The registered manager was passionate about supporting people ‘all the way through their journey to the end.’ They went above and beyond to support relatives to spend time with their family member at the end of their lives. They told us, “We see them in the door and we journey with them. We attend every single funeral as we need to say Goodbye.”
Rating at last inspection: This is the first inspection of this service since the provider became a limited company and the location changed its registration.
Why we inspected: This was a planned inspection. The service was rated Outstanding at this inspection.
Follow up: We will continue to monitor the service through the information we receive until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk