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Inspection on 22/04/09 for Crossways Care Home

Also see our care home review for Crossways Care Home for more information

This inspection was carried out on 22nd April 2009.

It is an annual review prepared by CQC after examining previous reports and information from the provider. At the time of this report, CQC judged the service to be Excellent.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

Annual service review Name of Service: Crossways Care Home The quality rating for this care home is: The rating was made on: three star excellent service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this review a ‘key’ inspection We do an annual service review when there has been no key inspection of the service in the last 12 months. It does not involve a visit to the service but is a summary of new information given to us, or collected by us, since the last key inspection or annual service review.   Has this annual service review changed our opinion of the service?   No You should read the last key inspection report for this service to get a full picture of how well outcomes for the people using the service are being met. The date by which we will do a key inspection: Name of inspector: Annette Campbell-Currie 3 0 0 4 2 0 1 2 Date of this annual service review: 2 4 0 4 2 0 0 9 Annual Service Review Page 1 of 7 Information about the service Address of service: 2 Sunte Avenue Lindfield Haywards Heath West Sussex RH16 2AA 01444416841 01444453830 crosswaysresidentialhome@hotmail.com Telephone number: Fax number: Email address: Provider web address:   Name of registered provider(s): Conditions of registration: Category(ies) : old age, not falling within any other category Conditions of registration: Crossways Healthcare Limited Number of places (if applicable): Under 65 Over 65 0 25 The maximum number of service users to be accommodated is 25 The registered eprson may provide the following category of service only: Care home only (PC) to service users of the following gender: Either whose primary care needs on admission to the hoem are within the following category: Old age, not falling within any other category (OP) Have there been any changes in the ownership, management or the Yes service’s registration details in the last 12 months? If yes, what have they been: Date of last key inspection: Date of last annual service review (if applicable): Brief description of the service Crossways is a care home registered to accommodate up to twenty-five people aged sixty-five or over. The registered provider is Crossways Healthcare Limited and Mrs D Mannick is the registered manager. The property is a large detached house, with accommodation provided over three floors. There are nineteen single and three double bedrooms, eighteen of which have en-suite facilities. Communal areas include a lounge, dining room, quiet lounge and a garden area at the rear of the house. The Annual Service Review Page 2 of 7 None home is located in the village of Lindfield, near Haywards Heath, close to local shops and amenities, with easy access to local rail and bus stations. Annual Service Review Page 3 of 7 Service update since the last key inspection or annual service review: What did we do for this annual service review? We looked at all the information that we have received, or asked for, since the last key inspection. This included:The annual quality assurance assessment (AQAA) that was sent to us by the service. The AQAA is a self-assessment that focuses on how well outcomes are being met for people using the service. It also gave us some numerical information about the service. Surveys returned to us by people using the service and from other people interested in the service. Information we have about how the service has managed complaints. What the service has told us about things that have happened in the service, these are called notifications and are a legal requirement. The previous key inspection. Relevant information from other organisations.What other people have told us about the service. What has this told us about the service? The home sent us their annual quality assurance assessment (AQAA) when we asked for it. It was clear and gave us the information we asked for.We looked at the information in the AQAA and our judgement is that the home is still providing an excellent service. The management team keep the care provision under review so that they plan ongoing improvements to the service. The home sends out an annual survey to make sure that people are satisfied with the service and they address any issues that arise. An example of this was given in the AQAA. More activities have been introduced following comments people have made. Crossways has an equal opportunities policy and ensures that people living in the home are treated as individuals and no ageist attitudes are tolerated. There is a pre-admission assessment for all those interested in moving to the home and each person has a care plan that is reviewed monthly with the resident and their relatives. Each person has access to a general practitioner (GP) of his or her choice. Three GPs returned surveys we (the Commission) sent out to find out what people think about the service. One GP said: there is an excellent standard of care in my experience. Other comments included: the staff are always friendly and helpful, good care and staff are efficient, polite and above all very caring towards the residents/service user. A social worker who returned a surveys said: the home has an excellent deputy care manager who knows residents very well and has a good understanding of all their care needs. Care staff are always professional and appear to Annual Service Review Page 4 of 7 take pride in the home and their commitment to care for residents. There is a complaints policy that is given to everyone who moves to the home so that they know how to make a complaint if they need to. The home has not received any complaints in the past twelve months. Nine of the people living in the home returned surveys and said that they receive the care and support that they need. They said that staff listens to them and they know who to speak to if they are unhappy. People said that the home arranges activities and that they like the meals. Comments that people made include: All staff are always thoughtful, supportive and of great help not only to my mother, who is the person in care, but also give me a huge amount of time and support. I cannot recommend this home highly enough, the home is well run and offers a good standard of care. The staff are friendly and very supportive to both clients and relatives, the doctor is always called immediately a problem occurs, the staff are very friendly and approachable and offer a good standard of care and the addition of fresh flowers makes a big difference to the overall homely feel. One person commented that he or she would like staff to take them out for walks more often. The manager said in the AQAA that the home operates a thorough recruitment process and that staff have an induction and training programme to make sure that they have the knowledge and skills they need to do the job. Ten of the nineteen permanent care staff have achieved the National Vocational Qualification (NVQ) at level two or above. Ten staff returned surveys and said that they have the training and support they need to do their jobs well. Comments made by staff on surveys that they returned to us include: we have a great team spirit. The manager and deputy are very supportive and listen to concerns, all staff and residents seem very contented, Crossways is a good training ground for the staff which is very relevant in giving the best quality of care to all service users, Crossways provides a great quality of care to all service users, they maintain privacy and dignity; provide the best quality of care that will contribute to a homely, happy and comfortable environment, the staff at Crossways have a very good working relationship which makes it a very pleasant place to work. The service users are extremely well cared for and there are a lot of activities and it is a pleasure to work at Crossways. There is good teamwork. Staff are very supportive as well as management. The home continues to let us know about things that have happened since our last key inspection. They work well with us and have shown us that their service continues to provide excellent outcomes for the people who use it. What are we going to do as a result of this annual service review? We are not going to change our inspection plan, we will do a key inspection by 10th April 2010. However we can inspect the service at any time if we have concerns about the quality of the service or safety of the people using the service. Annual Service Review Page 5 of 7 Annual Service Review Page 6 of 7 Reader Information Document Purpose: Author: Audience: Further copies from: Annual service review CQC General Public 0870 240 7535 (national contact centre) Our duty to regulate social care services is set out in the Care Standards Act 2000. The content of which can be found on our website. Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a copy of the findings in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). 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