CQC report explained · a residential care home
What the CQC found at High Cross House
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People were protected from abuse and avoidable harm. Inspectors found suitable staffing, safe recruitment, appropriate risk assessments, safe medicines practice and effective infection control.
- Effective?
- Good
- No separate Effective rating or detailed Effective findings were given in this focused report.
- Caring?
- Good
- The inspection was prompted to review Safe, Caring and Well-led, but the report gives no separate Caring rating or detailed Caring findings.
- Responsive?
- Good
- No separate Responsive rating was given. The report did recommend improvements in how environmental and premises concerns are dealt with.
- Well-led?
- Good
- Inspectors found a positive and open culture, clear management arrangements, regular quality checks and involvement from people and staff. Some environmental concerns were not acted on promptly.
What inspectors found, November 2023
High Cross House was rated Good; inspectors found safe, kind and well-managed care, but some environmental repairs had been delayed.
This was an unannounced focused inspection on 8 November 2023. Inspectors visited the home, including outside standard working hours. They spoke with six people, three relatives, two staff members and managers. They reviewed care records, medicines records, quality checks and two recruitment files.
People and relatives said they felt safe and supported. Inspectors found that risks were assessed, staffing and recruitment were suitable, medicines were managed safely, and infection control procedures were followed. People were supported to make choices and take part in activities.
The home was rated Good overall, with Safe rated Good and Well-led rated Good. The inspection found a positive culture and regular checks on care quality. However, some sinks identified as needing replacement had still not been replaced six months later, so the provider was given a recommendation to improve how environmental concerns are dealt with.
People felt safe
People and relatives told inspectors they felt safe. Staff knew how to identify and report possible abuse.
“People were safeguarded from abuse and avoidable harm.” from the report
Safe staffing
There were enough suitably skilled staff, and recruitment checks had been completed before people were employed.
“There were sufficient numbers of suitable staff and the provider operated safe recruitment processes.” from the report
Safe medicines and infection control
Inspectors found that medicines were ordered, stored, given, recorded and disposed of safely. Staff followed infection prevention procedures and used protective equipment appropriately.
“We saw that medicines were managed safely. This included the; ordering, storage, administration, recording and disposal of medicines.” from the report
Positive culture
The home had an open culture. People were supported to take part in activities, volunteering, hobbies and developing independent living skills.
“There was a positive and open culture at the service.” from the report
People involved in daily life
People took part in meetings about activities, meals, shopping and holidays. Staff supported people to live their lives as they chose.
“People told us they participated in regular meetings with staff where they discussed; activities, meal planning, shopping and holidays.” from the report
Delayed environmental repairs
needs fixingAn audit had identified sinks that needed replacing, but they had not been replaced six months later. The provider was recommended to improve the speed of its response to premises concerns.
“Some environmental/equipment risks were not always actioned by the provider in a prompt manner.” from the report
Relatives' feedback
minorSystems were available to collect feedback, but a relatives' survey had not been completed recently.
“However, we were informed a relatives' survey had not been recently completed.” from the report
- 01Have all the sinks identified in the May 2023 environmental audit now been replaced?
- 02How quickly are environmental and equipment problems reviewed, recorded and repaired?
- 03When was the most recent relatives' survey completed, and how were the results acted on?
- 04How are people involved in reviewing their risks and choosing activities?
- 05How does the home check that staffing levels remain suitable when people's needs change?
This was an unannounced focused inspection reviewing Safe, Caring and Well-led, but the report gives ratings only for Safe and Well-led and does not provide a full assessment of all five questions. This explanation was written from the published report of 23 November 2023 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, March 2022
High Cross House was inspected but not rated; inspectors found several infection-control safeguards, but some surfaces were worn and staff risk assessments were missing.
This was a targeted inspection on 4 February 2022. It focused on infection prevention and control, visiting arrangements and whether COVID-19 staffing pressures affected people. The visit was announced with less than 24 hours' notice.
Inspectors found that people, staff and visitors were regularly tested. The home used personal protective equipment, followed visiting and social distancing rules, and supported contact with loved ones. People could control access to their bedrooms, helping protect their privacy and reduce infection risks.
The home was clean and tidy, but some worn surfaces would be difficult to keep hygienically clean. Extra risk assessments were not in place for staff who might be at increased risk from COVID-19. The overall service and Safe question were inspected but not rated.
Bedroom privacy
People could control who entered their bedrooms. Inspectors said this helped protect private space and reduce infection risks between bedrooms.
“People could control who accessed their own bedrooms, which reduced the risk of others accessing their private space.” from the report
Testing
People and staff were regularly tested for COVID-19, and visitors were tested before meeting people.
“People and staff were regularly tested for COVID-19. Visitors were also tested before interacting with people to reduce the risk.” from the report
Visiting and contact
Risk assessments supported visits in and outside the home. People could also keep in touch with loved ones by phone and video calls.
“People were supported to maintain contact with loved ones, which included visits outside of the home, contact via phone calls and video calls.” from the report
Protective measures
Inspectors were assured that the home used protective equipment safely and followed visiting, shielding and social distancing arrangements.
“We were assured that the provider was using PPE effectively and safely.” from the report
Worn surfaces
needs fixingSome surfaces were worn, which inspectors said would make them difficult to keep hygienically clean.
“The home was clean and tidy; however, as some surfaces were worn, they would be difficult to keep hygienically clean.” from the report
Staff risk assessments
needs fixingExtra risk assessments had not been completed for staff who might be at increased risk from COVID-19.
“However, additional risk assessments for staff who may be at increased risk from COVID-19 were not in place.” from the report
- 01Which worn surfaces have been repaired or replaced, and how do you now make sure they can be cleaned hygienically?
- 02Have additional COVID-19 risk assessments been completed for staff who may be at increased risk?
- 03How do you check that visitors are tested and that infection-control procedures are followed?
- 04How are residents supported to keep in contact with relatives through visits, phone calls or video calls?
- 05What information can you provide about care quality in areas that this targeted inspection did not rate?
This was a targeted inspection of infection prevention and control, visiting arrangements and COVID-19 staffing pressures; the service and Safe question were inspected but not rated, and the other questions were not assessed. This explanation was written from the published report of 3 March 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.
Every inspection of High Cross House
4 rated inspections over 8 years: the service has held its Good rating throughout.
- November 2023Goodcurrent ratingSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- March 2022Inspected but not ratedSafe: Inspected but not rated
- January 2020Goodstayed GoodSafe: GoodWell-led: Good
- September 2017Goodstayed GoodSafe: GoodWell-led: Good
- September 2015GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- July 2013
Report published without a new overall rating.
- December 2012
Report published without a new overall rating.
- April 2012
Report published without a new overall rating.
- December 2010
Registered with the Care Quality Commission on 22 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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At least 100 live-in carers within about an hour of Stoke-on-Trent
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 £1,190 a week. 93 can care for a couple. 9 years' experience on average.
“She's shown compassion, patience and a level of understanding that no other carer has given.”
“She maintained a great environment for mum both with the tidiness and cleanliness of the house and Mum and with her caring and understanding attitude.”
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.