CQC report explained · a residential care home
What the CQC found at Crossways Healthcare Limited
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People told inspectors they felt safe. Risks were assessed and reviewed, medicines were managed safely, the home was clean, and inspectors found enough suitable staff.
- Effective?
- Good
- Staff were trained and supported, people's health needs were monitored, and people received suitable food and drink. The home worked with healthcare professionals when specialist support was needed.
- Caring?
- Good
- Inspectors saw staff treating people with kindness, dignity and respect. Staff knew people's histories and preferences and involved them in decisions about their care.
- Responsive?
- Good
- Care and activities were generally personalised to people's needs and interests. However, some care plans lacked enough detail about support in certain areas.
- Well-led?
- Good
- The home had an open and inclusive culture, with managers who were visible and approachable. Quality checks were in place, although the audit system and service improvement plan were still being developed.
What inspectors found, August 2019
Rated Good; inspectors found caring, safe support, with some care plans still needing more detail.
Inspectors made an unannounced visit on 18 July 2019. They spoke with people, relatives, staff and managers. They observed care and reviewed care plans, risk assessments, medicine records, staff records, accidents, complaints and quality checks.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found people were treated with kindness and dignity, received safe medicines support, had enough suitable staff and were supported with health, food, activities and relationships.
Inspectors found that some care plans did not explain in enough detail how certain people should be supported. Staff knew people's needs well, and the manager was updating the plans. The previous overall rating was also Good, published on 13 December 2016.
Kind and respectful care
Inspectors saw staff supporting people in a caring, respectful and dignified way. People and relatives gave consistent positive feedback about the staff and owner.
“The owner was committed to making sure that people were supported in a caring, respectful and dignified way.” from the report
Safe staffing and medicines
There were enough suitable staff during the day and night. Medicines were ordered, stored, given and recorded through established systems.
“There were systems in place to manage ordering, transporting, storing, administration and disposing of medicines properly.” from the report
Good food and specialist support
People enjoyed the food and had choices, snacks and drinks. Staff arranged specialist advice for people with swallowing, choking or weight-loss risks.
“People said the quality and choice of food and drink available was very good.” from the report
Activities and community links
Activities reflected people's interests and included dementia-focused activities. People were supported to see visitors, maintain cultural interests and go out into the community.
“People went out frequently with their family and friends.” from the report
Open management
Inspectors found a positive culture where people, relatives and staff could share views. Managers acted on feedback and worked with outside health and social care services.
“There was a positive, inclusive and open culture at the service.” from the report
Some care plans lacked detail
needs fixingSome sampled care plans did not give enough detail about how people should be supported in certain areas. This could make it harder for staff to provide consistent choice and support, although staff knew people well and the manager was updating the plans.
“In some people's care plans we sampled there were varying levels of detail about how people needed to be supported in some areas of their lives.” from the report
Improvement planning was still developing
minorThe manager was revising the audit system and creating a longer-term service improvement plan. Families may want to ask how these changes were completed and what they found.
“Work was on-going with the creation of on-going development and service improvement plan, to help make sure that there was a clear plan that identified and prioritised areas of service delivery to improve and build upon moving forward.” from the report
- 01Have all the care plans for people with dementia or behaviours that may challenge now been updated with clear, detailed instructions?
- 02How do you check that staff follow the updated care plans consistently?
- 03What changes were made as a result of the revised audits and service improvement plan?
- 04How would you support my relative's food, drink and swallowing needs if these changed?
- 05What activities, outings and cultural or religious support would be available for my relative?
This was an unannounced planned inspection covering all five CQC questions, with observations, discussions and reviews of care, staffing, medicines, incidents and quality records. This explanation was written from the published report of 16 August 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.
What inspectors found, January 2017
Rated Good; inspectors found safe, kind and personalised care, with no breaches reported.
This was an unannounced inspection on 13 December 2016. Inspectors spoke with people living at the home, relatives, staff and visiting professionals. They observed care and reviewed care plans, medicines records, staff files, training, complaints and safety checks.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough staff, safe medicines systems, suitable care plans and good support with food, drink and healthcare.
People were described as safe, respected and involved in their care. Staff were kind and supported people's choices, privacy, independence and activities. The management team was seen as approachable, organised and willing to use feedback to improve the home.
Safe staffing
Inspectors found enough staff on duty to meet people's needs. Staffing was consistent and the home did not currently use agency staff.
“We saw there was enough skilled and experienced staff to ensure people were safe and cared for.” from the report
Kind and respectful care
Staff were observed speaking calmly, asking permission and supporting people's privacy, dignity and choices.
“Staff showed affection and warmth in their approach, when checking on people's comfort and well-being.” from the report
Personalised support
Care plans included personal information, daily routines and clear instructions about the support and equipment each person needed.
“Care plans contained detailed personal information, which recorded details about people and their lives, likes and dislikes.” from the report
Good management
The management team was visible and approachable. The home used audits, meetings and feedback to monitor services and make improvements.
“Regular audits of the quality and safety of the home were carried out by the registered manager.” from the report
Inspectors raised no specific concerns in this report.
- 01How will you assess and review my relative's care plan and risk assessments after they move in?
- 02What training and experience do staff have in supporting people living with dementia?
- 03How do you make sure there are enough familiar staff on duty when someone is ill or on holiday?
- 04How are medicines, including 'when required' medicines, reviewed and recorded?
- 05What activities and social contact would be suitable for my relative's interests and preferences?
This was an unannounced inspection of the overall quality of the home, covering all five CQC questions and providing ratings in each area. This explanation was written from the published report of 10 January 2017 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 Crossways Healthcare Limited
2 rated inspections over 3 years: the service has held its Good rating throughout.
- August 2019Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
Read what inspectors found at Crossways Healthcare Limited →
- January 2017GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
Read what inspectors found at Crossways Healthcare Limited →
- October 2013
Report published without a new overall rating.
- February 2013
Report published without a new overall rating.
- December 2010
Registered with the Care Quality Commission on 30 December 2010.
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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28 live-in carers within about an hour of West Sussex
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 £1,020 to £1,170 a week. 23 can care for a couple. 11 years' experience on average.
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.