Cross Street Residential Care Home

The last rating for this service was good (published 26 July 2019). This assessment was planned due to the length of time since our last rating. Following this assessment, the service remains good.

We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

The service had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. People were protected and kept safe. Staff understood and managed risks well. The facilities and equipment met people’s needs and were kept clean and well‑maintained. There were enough staff with the right skills, qualifications and experience. Staff understood their roles and responsibilities. Managers made sure staff received training and regular appraisals to maintain good-quality care. Staff managed medicines well.

People participated in assessments and decisions about the care they received. Staff reviewed assessments taking account of people’s communication, personal and health care needs. People had enough to eat and drink to stay healthy. Staff always supported people to live healthier lives and to fully maximise their independence, choice and control. Staff made sure people understood their care and treatment to enable them to give informed consent.

The service was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff protected people’s privacy and dignity. The service promoted the wellbeing of their staff. Staff treated people as individuals and supported their preferences. People were encouraged to maintain relationships with family and friends. Staff responded to people’s needs in a timely way. The service was exceptional at communicating with people and ensuring important information they needed was available in easy to understand and accessible formats. People knew how to give feedback and were confident their view were taken seriously and acted upon. People received fair and equal care and the service worked to reduce health and care inequalities through training and feedback.

Managers and staff had a shared vision and culture based on listening, learning and trust. They were visible, knowledgeable and supportive, helping staff develop in their roles. The service strongly valued diversity in their workforce and had an inclusive and fair culture. The service worked well with external health and social care professionals and bodies and always shared information and learning with their partners to deliver the best possible care for people they supported. There was a culture of continuous improvement with staff given time and resources to try new ideas.