Crossways Nursing Home

Updated 3 December 2021

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.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

The inspection was carried out by two inspectors and one Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

Crossways Nursing Home is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a 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.

Inspection activity started on 13 September 2021 and ended on 23 September 2021. We visited the location on 14 September 2021.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. 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

We spoke with nine people who used the service and four relatives about their experience of the care provided. We spoke with seven members of staff including the nominated individual, registered manager, clinical nurses and care workers. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We reviewed a range of records. This included eleven people’s care records and multiple medication records. We looked at five staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We spoke with one professional who visits the service.

Updated 3 December 2021

About the service

Crossways Nursing Home is a residential care home providing personal and nursing care for up to 40 people including older people, people living with dementia and people receiving rehabilitation care before returning home after being discharged from hospital. At the time of the inspection the service was supporting 39 people.

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

People were safe. They received safe care and treatment and staff had been trained to safeguard people from abuse. There were enough staff to support people and the provider carried out recruitment checks on staff to make sure they were suitable and safe to work with people. The home was clean, tidy and hygienic. Staff followed current practice to prevent and control infections.

People’s care was effective. Staff received training and supervision to help them meet people's needs. People were supported to take their prescribed medicines and staff made sure people received healthcare when they needed it. Staff encouraged people to eat and drink enough to maintain a balanced diet. The provider investigated accidents, incidents and complaints and involved people and their families and informed them of the outcome. The provider took action to make improvements when a person’s care had not met the standards expected. The service operated in accordance with the principles of the Mental Capacity Act 2005 (MCA). 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 had good outcomes regarding their wellbeing.

Staff were caring. They respected people’s privacy and dignity and treated people with kindness. They knew people and their preferences well and supported them in accordance with their likes and dislikes and interests. People and their families were involved in planning their care and the provider actively sought their views on the service and their suggestions for improving people’s experiences. People’s confidential information was stored securely and used in line with data protection laws.

People received a service responsive to their individual needs. People had care plans which contained information about their life history, their social, cultural and spiritual preferences and their interests and the activities they enjoyed. People’s care plans were regularly reviewed to ensure they were up to date and reflected people's current needs. People’s communication needs had been assessed and there was personalised information for staff about how to communicate with them in a person-centred way. People were supported to engage in a range of activities and maintain relationships important to them. People could have visits from relatives and friends when they wanted and also stayed in touch with their families using video calls. People had end of life care plans in place that reflected their wishes for their end of life care and arrangements.

People received a well-led service. The provider encouraged and supported an inclusive culture focussed on people having a good quality of life. Staff were supported to learn and develop and improve practice and the provider also supported their wellbeing. The provider had a set of values and a statement of purpose that informed people, their families and staff of the standards of care expected. The provider acted on people's feedback when improvements were needed and openly shared information with people when a person’s care had not met the standards expected. The registered manager understood the service’s legal obligations. The provider regularly carried out a range of quality assurance audits. There were regular resident and family meetings and the provider used an independent company to carry out user satisfaction surveys. The service participated in innovative pilot schemes, trials of new systems and research projects to continuously learn and improve people's care. Staff worked proactively with other organisations, healthcare professionals and community groups to deliver care and support that met people's individual needs.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

This service was registered with us under a new provider on 4 February 2019 and this is the first inspection.

The last rating for the service under the previous provider was Good, published on 14 February 2018.

Why we inspected

This was a planned inspection based on the length of time since the service was registered with the CQC under a new provider.

We also looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

Follow up

We will continue to monitor information we receive about the service.