Cross Way House Care Home

This summary of the Care Quality Commission (CQC) inspection report for Cross Way House Care Home highlights the service's performance across five key areas. The report details findings from a visit on May 23, 2019, and aims to provide families with an overview of the care provided. Overall, the home has made significant improvements since its last inspection, addressing previous concerns and now meeting the standards for a good quality service in most areas. The inspection focused on whether the service is safe, effective, caring, responsive, and well-led, offering insights into the daily experience of residents and the management of the home.

Regarding safety, residents are protected from abuse and avoidable harm, living in a clean environment. Staff are well-trained in infection control and equipped with necessary personal protective equipment. Robust systems are in place for assessing and managing risks, ensuring the safety of both individuals and the environment, including fire safety and regular checks of essential utilities. Safeguarding procedures are effective, with staff understanding their responsibilities to protect residents. Sufficient staffing levels are maintained, and the recruitment process is thorough, ensuring suitability of staff. Medication is administered safely and accurately.

In terms of how effective the care is, residents' needs are assessed before they move in, ensuring the home can provide appropriate support. While staff understand and apply the principles of the Mental Capacity Act, records for best interest decisions were found to be generic rather than reflecting individual choices, and the report recommends seeking guidance on improving these documentation practices. Staff are well-trained and understand resident needs, with a comprehensive induction program for new employees. The home has made improvements in managing nutritional needs, and meal times are a positive social experience with choices offered. Collaboration with external agencies like GPs and district nurses ensures consistent and timely care.

The caring aspect of the service is a strong point, with staff demonstrating kindness and competence. Residents feel their privacy and dignity are respected, and they are supported in making choices. Staff communicate effectively with residents and their families, and residents feel listened to.

The service is responsive to residents' needs. People are empowered to make their own choices, and they are involved in the development of their care plans. Residents know how to raise concerns and feel they are heard. The home actively seeks feedback to improve services.

However, the service requires improvement in how it is well-led. While management processes are in place to monitor and improve quality, they are not always effective in identifying opportunities for improvement. There's a need to refine these systems to ensure they consistently drive positive change and better capture individual best interest decisions, as noted in the effective care section.