Crossways Healthcare Limited

Staff knew people well, including their personal history and individual preferences. People had care plans and they and other relevant people in their lives were involved in the planning, reviewing and delivering their care.

Staff were aware of people's individual communication needs and used the most accessible means to share information with them and gain people's consent about their support.

There were regular activities that were responsive to people's individual needs, with a specific focus on people living at the home who had dementia. People were encouraged to maintain their cultural interests, had regular visitors and often went out into the local community.

The owner and registered manager had a clear vision that this service should be a genuine home to people, where they were as comfortable and at ease with the environment and the staff as when they had lived with their families. All people and relatives we spoke with felt this was the case and they were involved in helping to develop the service.

There was a positive, inclusive and open culture at the service. Staff were committed and motivated to displaying the right values to deliver high-quality person-centred care and help realise this vision. Staff said they felt supported by the registered manager and that their opinions were valued, listened to and respected.

There were quality assurance systems to help identify and manage any safety and quality risks. Where these had been identified these were acted on quickly. Staff had received safeguarding training and understood how to recognise signs of abuse, including discriminatory abuse, and what they should do to help prevent this.

Risks to people were assessed, regularly reviewed and managed safely. People received safe support with

medicines. The service was clean and hygienic. People had personal emergency evacuation plans (PEEP), fire drills and inspections took place and the physical environment was regularly checked to make sure it was safe.

The service had enough suitable staff working during each day and night to support people safely. There were safe recruitment practices. Staff received regular training, including in subjects specific to people's needs such as dementia, behaviours that may challenge and equality and diversity.

People's needs were holistically assessed, and staff supported them to get the support they wanted and needed and have a good quality of life.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People's health was effectively monitored. Staff helped people make referrals and worked well with other health and social care professionals to help make sure their healthcare needs were met.

People said the quality and choice of food and drink available was very good. People with specialist eating and drinking needs had support to access specialist advice and resources such as Speech and Language therapists and nutritionists.