Background to this inspection
Updated
16 July 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
The inspection team consisted of an inspection manager, and inspector and 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
Cross Ways House Care Home is a ‘care home’. 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
Before the inspection, we reviewed information we had received about the service, including previous inspection reports and notifications. Notifications are information about specific important events the service is legally required to send to us. We also considered information the provider sent us in the Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. We used all of this information to plan our inspection.
During the inspection, we gathered information from:
We spoke with eight people using the service, four family members about their experience of the care provided. We spoke with 11 members of staff including the nominated individual, who is responsible for supervising the management of the service on behalf of the provider, the quality assurance manager, registered manager, a kitchen assistant, a member of the house keeping staff, an activities coordinator and five care staff.
We reviewed a range of records. This included eight people’s care records and multiple medication records. A variety of records relating to the management of the service including policies and procedures, records of accidents, incidents and complaints, audits and quality assurance reports.
After the inspection
We received feedback from seven health and care professionals.
Updated
16 July 2019
About the service: Cross Way House Care Home is a ‘care home’. 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. Cross Way House Care Home can accommodate a maximum of 24 older people in one adapted building. At the time of our inspection there were 20 people living at the home, some of whom were living with dementia.
The home had a registered manager. A registered manager is a person who has registered with the CQC to manage the service. Like registered providers, they are ‘registered persons.’ Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People’s experience of using this service:
Management processes were in place to monitor and improve the quality of the service. However, these were not always effective and did not always identify opportunities for improvement.
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. However, the records for best interest decisions did not always reflect individual decisions. We have made a recommendation about the documenting of best interest decisions.
People lived in an environment that was clean, with no odorous smells. Comments from people included, “It’s spotlessly clean in here.”
People told us they felt safe and there were appropriate systems were in place to protect people from the risk of abuse.
There were enough staff to meet people’s needs. The provider had effective systems in place to ensure safe recruitment practices.
People’s needs were met in a personalised way by staff who were competent, kind and caring. Staff respected people’s privacy and protected their dignity.
Individual and environmental risks were managed appropriately.
People were empowered to make their own choices and decisions. They were involved in the development of their personalised care plans.
People felt listened to and knew how to raise concerns.
The home has been rated Good overall as it met the characteristics for this rating in four of the five key questions. More information is in 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 requires improvement (published 9 April 2018) and there were two breaches of regulations. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of the regulations.
Why we inspected:
This was a planned inspection based on the previous inspection rating.
Follow up:
We will continue to monitor the intelligence we receive about this service and plan to inspect in line with our re-inspection schedule for those services rated as good.