CQC report explained · a residential care home
What the CQC found at Crossroads House Care Home
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- Inspectors were assured that infection prevention measures, protective equipment, testing, cleaning, admissions and visiting arrangements were being managed safely. They also recorded that COVID-19 vaccination requirements were being met.
- Effective?
- Good
- This question was not assessed in this targeted inspection.
- Caring?
- Good
- This question was not assessed in this targeted inspection.
- Responsive?
- Outstanding
- This question was not assessed in this targeted inspection.
- Well-led?
- Outstanding
- This question was not assessed in this targeted inspection.
What inspectors found, February 2022
Crossroads House Care Home was inspected but not rated; inspectors found good infection control and visiting arrangements during the COVID-19 pandemic.
This was an announced, targeted inspection on 11 January 2022. Inspectors looked mainly at infection prevention and control, visiting arrangements and staffing pressures linked to COVID-19.
Inspectors were assured that the home was using protective equipment safely, arranging testing, managing infections, cleaning high-touch areas and supporting visits in line with guidance. They also found that vaccination requirements for staff and visiting professionals were being met.
Staff absences had led to extra hours for some staff and more use of agency workers. Inspectors recorded that measures were in place to manage these pressures, but the service was not given a rating.
Infection control
Inspectors found that the home had measures in place to prevent and manage COVID-19 infections, including cleaning of high-touch areas.
“Additional cleaning protocols were in place to ensure all high touch points were regularly sanitised.” from the report
Protective equipment and testing
Protective equipment was available, and people living in the home and staff were regularly tested.
“Personal protective equipment (PPE) was available to all staff and visitors.” from the report
Visiting arrangements
Visiting was taking place according to government guidance. Relatives told inspectors that arrangements were flexible and worked well.
“They (staff) are very flexible and accommodating, I have never had any problem finding staff to speak with” from the report
Staff commitment
The report said staff worked hard during the outbreak, despite sickness-related absences and pressure on staffing.
“Staff had worked hard to contain this outbreak within the service.” from the report
Staffing pressure
minorCOVID-19-related absences meant existing staff worked extra hours and the home increased its use of agency staff. Inspectors recorded that the provider had measures to manage this pressure.
“Staffing absences, due to COVID-19 infections had meant other staff having to work many extra hours to cover shifts.” from the report
- 01What are staffing levels now, and how often are agency workers being used?
- 02What measures are in place if staff sickness creates staffing pressures?
- 03How are visitors currently supported, and can visits take place in people's rooms or outside the home?
- 04How often are people living in the home and staff tested for infections?
- 05How are protective equipment, cleaning and outbreak management checked now?
This was a targeted inspection of infection prevention and control, visiting arrangements and COVID-19-related staffing pressures; the service was inspected but not rated and the other areas were not assessed. This explanation was written from the published report of 11 February 2022 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, April 2019
Rated Outstanding; inspectors found exceptional personalised care and leadership, with some care-plan detail needing improvement.
This was an unannounced inspection on 29 March 2019. Inspectors spoke with people, staff, relatives and a healthcare professional. They reviewed care and medicines records, toured the home and checked staffing, training, safeguarding, complaints and quality records.
The home was rated Outstanding overall. It was rated Good for Safe, Effective and Caring, and Outstanding for Responsive and Well-led. Inspectors found kind and respectful staff, suitable training, safe medicines systems, good healthcare support and activities tailored to people's interests.
The strongest findings were about personalised dementia care, meaningful activities and support for people and families at the end of life. Inspectors noted that some risk guidance in care plans could be more detailed, and it was not always clear whether people had been involved in agreeing their care plans.
Kind and respectful care
Inspectors saw staff treating people with exceptional patience, compassion and respect. Families and visitors also gave very positive feedback about the care.
“People consistently were treated with exceptional kindness, compassion and respect.” from the report
Personalised dementia support
The home used people's life histories, body language and communication needs to shape their care. Staff supported people to keep meaningful roles and interests from their earlier lives.
“People were placed at the centre of the service and were given very person-centred care.” from the report
Meaningful activities
Activities were available every day and included music, local outings, creative work and links with children and community groups. Activities were changed when people's concentration or needs changed.
“Activities were many and varied and provided both in and outside of the service, seven days a week, on a very person-centred basis.” from the report
Strong leadership and improvement
The manager had detailed knowledge of the home and used audits, training and partnerships to improve dementia care. Staff said they were supported and encouraged to share ideas.
“The registered manager had a highly effective oversight of the running of the service and was able to respond to all our questions with an in-depth knowledge of all areas” from the report
Risk guidance
needs fixingRisk assessments were in place, but some care plans did not give enough detail to help all staff support people in the same way.
“However, this guidance could be more detailed in some care plans to help ensure a consistent approach from all staff.” from the report
Care-plan involvement
minorThe electronic care records did not always make it clear whether people, or the appropriate people supporting them, had helped create and agree the plan. The manager did provide opportunities for involvement in reviews.
“It was not easy to establish if people, or where appropriate, had been involved in the creation of the care plan and signed in agreement with the contents.” from the report
- 01How will you make risk guidance in my relative's care plan detailed enough for every member of staff to follow consistently?
- 02How will my relative, or our family, be involved in creating and agreeing the care plan?
- 03How do you record and review changes in my relative's health or behaviour?
- 04Which activities would match my relative's past interests, abilities and communication needs?
- 05What support could be provided for our family if my relative needed end-of-life care?
This was an unannounced planned inspection covering all five CQC questions, including the premises and care provided. This explanation was written from the published report of 18 April 2019 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Crossroads House Care Home
Each visit the CQC has published, newest first, back to the day the home was registered.
- February 2022Inspected but not ratedcurrent ratingSafe: Inspected but not rated
- April 2019OutstandingSafe: GoodEffective: GoodCaring: GoodResponsive: OutstandingWell-led: Outstanding
- April 2018
Registered with the Care Quality Commission on 24 April 2018.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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10 live-in carers within about two hours of Cornwall
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £980 to £1,200 a week. 8 can care for a couple. 12 years' experience on average.
“He had been a little anxious before she arrived, but has since stated that he would be very happy for her to care for him again”
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