CQC report explained · a residential care home
What the CQC found at Newcross Care Home
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People told inspectors they felt safe. Risk assessments, staffing, recruitment, medicines and infection control arrangements were found to be well managed.
- Effective?
- Good
- People's needs were assessed and care plans reflected their health, social and wellbeing needs. Staff had training and people were supported with food, drink and healthcare.
- Caring?
- Good
- People received kind, compassionate and respectful care. Staff supported people's dignity, independence, choices, faiths and beliefs.
- Responsive?
- Good
- Care plans were regularly updated and staff knew people's preferences well. The home offered varied activities, supported relationships and responded to complaints.
- Well-led?
- Good
- The management team had good oversight of the home. Audits, feedback, meetings and care champions were used to monitor quality and make improvements.
What inspectors found, July 2019
Rated Good; inspectors found safe, kind and personalised care across all five areas.
This was an unannounced inspection over 17 and 18 June 2019. Inspectors spoke with eight people living in the home, three relatives and 10 staff. They observed care and reviewed care, medicines, recruitment and management records.
The home provided personal care for up to 64 older people, including people living with dementia. Inspectors found that people were safe, received medicines on time, had enough staff and were supported by trained staff. The home was clean and worked with health professionals when people needed help.
People described kind and compassionate care. Staff knew people's interests, respected their choices and supported activities, independence, cultural needs and end of life wishes. The management team used feedback, audits and meetings to identify improvements.
The home was rated Good overall and Good in Safe, Effective, Caring, Responsive and Well-led. This was the same overall rating as the previous inspection, published in September 2016.
Kind and compassionate care
Inspectors found warm relationships between people and staff. Staff took time to reassure people and often did extra things to support their wellbeing.
“People received care from staff that were kind, caring and compassionate.” from the report
Personalised support
Staff knew people's histories, interests and preferences. They adapted care in practical ways, including how meals, activities and daily routines were provided.
“The service was flexible and responsive to people's individual needs and preferences.” from the report
Safe medicines and staffing
People received medicines on time and as prescribed. Planned staffing levels were achieved, and recruitment checks had been completed.
“Medicines systems were organised, and people received their medicines on time and as prescribed.” from the report
Support for choice and independence
People were offered choices and supported in the least restrictive way. Staff helped people maintain skills, take part in activities and remain involved in their care.
“People were supported to have maximum choice and control of their lives” from the report
End of life care
The home recorded people's end of life wishes and supported people to remain there if that was their choice. Staff had created sensory boxes for people's final moments.
“People were supported to remain at the home at the end of their life if this was their wish.” from the report
Inspectors raised no specific concerns in this report.
- 01How would you assess and update my relative's care plan as their needs change?
- 02How would you support my relative if they were at risk of losing weight or not drinking enough?
- 03What dementia-friendly support and activities would be available for my relative?
- 04How would you support my relative's cultural, religious or dietary preferences?
- 05How would you record and follow my relative's end of life wishes?
This was an unannounced planned inspection that looked at the home, the care provided and all five CQC questions. This explanation was written from the published report of 20 July 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, September 2016
Rated Good; inspectors found safe, kind and personalised care, with plans to improve individual activities for people living with dementia.
The inspection was unannounced and took place on 25 May and 2 June 2016. Inspectors spoke with people living in the home, visitors, staff and a health professional. They observed care and checked care records, complaints, training and quality checks.
The inspectors found Good care in all five areas. People said they felt safe, staff were kind and respectful, medicines were given as needed, and there were enough staff to respond to requests. Staff understood people's needs and supported their choices, independence, health and dietary requirements.
People were involved in their care and could raise complaints. The home had systems to listen to people's views and improve the service. The main area identified for development was providing more meaningful one-to-one activities and diversion for some people living with dementia.
People felt safe
People said they felt safe and that staff responded quickly when they needed assistance. Inspectors also saw a visible staff presence and prompt responses.
“We spent time in the service's communal living areas and saw there was always a visible staff presence” from the report
Kind and respectful care
Staff were consistently caring, polite and patient. They promoted privacy, offered choices and supported people's independence.
“We saw staff consistently approached people in a caring way, for example when speaking with people we saw they were friendly, respectful and polite.” from the report
Good support with health and food
Staff involved health professionals when needed and followed specialist advice. People had choices of food and drink, including support for nutritional and choking risks.
“This showed that people had a choice of food and drink that was made available in a way that reflected their personal requirements.” from the report
Care reflected individual needs
People and their representatives were involved before admission and in care planning. Staff knew people's preferences and responded when their needs changed.
“We found this information reflected what was important for people, and also mirrored how we saw staff provided care for specific people.” from the report
Listening and improvement
The home gathered feedback through meetings, surveys and conversations. Complaints were investigated and the home used them to make changes.
“We saw that the provider had learnt from these complaints, for example improvements had been made in the way people's valuables were protected.” from the report
More individual activities needed
minorInspectors found that some people living with dementia could have had better one-to-one activities and diversion, which might have helped with anxiety. The provider had plans involving more staff time, resources and volunteers.
“there were some occasions where people living with dementia could have been better supported with individual activity and diversion that may have relieved their anxiety.” from the report
- 01What one-to-one activities are available for a person living with dementia, and how do you match them to their interests?
- 02What progress has been made with the planned use of volunteers and community links for activities?
- 03How do you maintain safe staffing levels when a staff member is ill or someone needs increased observations?
- 04How do you assess and review falls risks when a person chooses to move around independently?
- 05How are families involved in care reviews when a person's needs or preferences change?
This was an unannounced comprehensive inspection covering all five key questions and the overall quality of the service. This explanation was written from the published report of 12 September 2016 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 Newcross Care Home
2 rated inspections over 3 years: the service has held its Good rating throughout.
- July 2019Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- September 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- May 2014
Report published without a new overall rating.
- June 2013
Report published without a new overall rating.
- May 2012
Registered with the Care Quality Commission on 10 May 2012.
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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