Crossways Healthcare Limited

Updated 16 August 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

This inspection was carried out on 18 July 2019 by two inspectors.

Service and service type

Crossways Healthcare Ltd is a ‘care home’ registered to provide support for up to 25 Older People. People in care homes receive accommodation and nursing or personal care as 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

Prior to the inspection we reviewed information we held about the service. We considered the information which had been shared with us by the provider as well as the local authority, other agencies and health and social care professionals.

We looked at any safeguarding alerts which had been made and notifications which had been submitted by the provider. A notification is information about important events the provider is required to tell us about by law. This is necessary so that, where needed, the Care Quality Commission (CQC) can take follow up action.

We used the information the provider sent us in the 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 of this information to plan our inspection.

During the inspection-

During the inspection we spoke with three care staff, the chef, the deputy manager and the registered manager. The registered manager is also the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We also spoke with one of the owners of the service.

We ‘pathway tracked’ two people using the service. This is where we looked at people’s care documentation in depth and obtained their views on how they found the service where possible. This allowed us to capture information about a sample of people receiving care.

We spoke with six people using the service and one person’s relative and observed people’s support across all areas of the service.

We reviewed nine people’s care plans and risk assessments, 22 medicine records, six staff training and supervision records, six staff recruitment records and accidents and incident records.

We also reviewed quality audits, staff rotas and information about activities people were supported with and provided by the service.

After the inspection –

We contacted three people’s relatives by telephone to ask them to share their views on the service.

Updated 16 August 2019

About the service

Crossways Healthcare Limited is a residential care home providing personal care and accommodation for up to 25 people aged 65 and over in one adapted building. At the time of this inspection, there were 22 people using the service.

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

The owner was committed to making sure that people were supported in a caring, respectful and dignified way. We saw many examples of staff supporting people in this way throughout our inspection. Relatives and people also gave us consistent and positive feedback about how the staff and owner were very caring.

Staff knew people well, including their personal history and individual preferences. People had care plans and they and other relevant people in their lives were involved in the planning, reviewing and delivering their care.

Staff were aware of people’s individual communication needs and used the most accessible means to share information with them and gain people’s consent about their support.

There were regular activities that were responsive to people’s individual needs, with a specific focus on people living at the home who had dementia. People were encouraged to maintain their cultural interests, had regular visitors and often went out into the local community.

The owner and registered manager had a clear vision that this service should be a genuine home to people, where they were as comfortable and at ease with the environment and the staff as when they had lived with their families. All people and relatives we spoke with felt this was the case and they were involved in helping to develop the service.

There was a positive, inclusive and open culture at the service. Staff were committed and motivated to displaying the right values to deliver high-quality person-centred care and help realise this vision. Staff said they felt supported by the registered manager and that their opinions were valued, listened to and respected.

There were quality assurance systems to help identify and manage any safety and quality risks. Where these had been identified these were acted on quickly. Staff had received safeguarding training and understood how to recognise signs of abuse, including discriminatory abuse, and what they should do to help prevent this.

Risks to people were assessed, regularly reviewed and managed safely. People received safe support with medicines. The service was clean and hygienic. People had personal emergency evacuation plans (PEEP), fire drills and inspections took place and the physical environment was regularly checked to make sure it was safe.

The service had enough suitable staff working during each day and night to support people safely. There were safe recruitment practices. Staff received regular training, including in subjects specific to people’s needs such as dementia, behaviours that may challenge and equality and diversity.

People’s needs were holistically assessed, and staff supported them to get the support they wanted and needed and have a good quality of life.

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’s health was effectively monitored. Staff helped people make referrals and worked well with other health and social care professionals to help make sure their healthcare needs were met.

People said the quality and choice of food and drink available was very good. People with specialist eating and drinking needs had support to access specialist advice and resources such as Speech and Language therapists and nutritionists.

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 13 December 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.