Cross Keys

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

People were in control of their lives and valued as individuals by the staff team. The provider encouraged and acted upon feedback from people, relatives, staff and health and social care professionals.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Feedback on the service performance was sought regularly from people and their relatives and any areas of possible improvement addressed. The provider had robust auditing systems in place to monitor the services performance.

Relatives were constantly complimentary of the service and told us, “There seems to be genuine respect there, they get the balance of respect and caring just right”.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The service worked collaboratively with involved health professionals to ensure people were able to access health services promptly when required.

Staff were complimentary in how the managers listened to their views and experiences. Comments included, " The manager is really supportive , really helpful if you have a problem she listens , as a manager she ticks a lot of boxes" and "Handovers are carried out at the start of every day shift and the start of every night shift. They are very useful to gain the relevant information needed about any changes with our residents. Staff meetings happen monthly as do seniors meetings."

People were treated fairly, and staff endeavoured to support people to live their best lives. People chose what to do and were able to change their minds in relation to agreed activities.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.