We carried out a review of the data available to us about Crossroads House 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 Crossroads House Care Home, you can give feedback on this service.
We found the following examples of good practice.
Staff had worked hard to contain this outbreak within the service. Staffing absences, due to COVID-19 infections had meant other staff having to work many extra hours to cover shifts. Agency staff use had increased where it was not possible to cover a shift with existing staff. Bonuses and ‘thank you’ gestures had been given to all staff in recognition of their commitment to supporting the service throughout this pandemic.
Personal protective equipment (PPE) was available to all staff and visitors. Staff and people living at the service were regularly tested for COVID-19. Visiting was taking place according to current government guidance.
Additional cleaning protocols were in place to ensure all high touch points were regularly sanitised.
We spoke with three relatives about the visiting arrangements and staffing levels. Comments included, "They (staff) do very well, they have been a bit depleted with staff sickness but one the whole they are very good. I sit with (Person's name) in the lounge with them and visit three times are week by arrangement," "They (staff) are very flexible and accommodating, I have never had any problem finding staff to speak with and the visiting arrangements all work well. We have visited (Person's name) in their room and have taken them out too which works well. We go for a coffee and can stay out as long as we all wish" and "The owner is great at communicating all the way through this pandemic. I go in to the home and sit in the lounge and paint (Person's name) nails. Sometimes others want theirs done too it is a lovely social situation. There are always staff around, I know them well, they have all been great."
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