The Crossings

People's experience of the service and what we found People used their own communication system to show us and we understood from the actions or gestures that we saw from people they enjoyed living at The Crossings. We observed lots of appropriate, professional interaction between staff and people. People were observed to be smiling, laughing and relaxed in the home. This was supported by what family members told us. Comments included, "I cannot fault them [staff]" and "(I have) never seen (anything) other than staff being kind to her, always looks clean and happy. No concerns."

We found some improvements could be made with how staff recorded people's daily activities, choices and decisions. We have made a recommendation about record keeping.

Right Support: Staff communicated with people in ways that met their needs. Staff supported people with their medicines in a professional and safe way which achieved the best possible health outcomes.

People were encouraged to personalise their rooms with paint colours of their choice.

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.

Right Care: Staff promoted equality and diversity in their support for people. They understood people's cultural needs and provided culturally appropriate care.

People received kind and compassionate care. Staff protected and respected people's privacy and dignity. They understood and responded to their individual needs. Staff understood how to protect people from

poor care and abuse. The service worked well with other agencies to do so.

The service had enough appropriately skilled staff to meet people's needs and keep them safe.

People who had individual ways of communicating, using body language, sounds, pictures and symbols could interact comfortably with staff and others involved in their care and treatment. Staff had the necessary skills to understand them.

People's care, treatment and support plans reflected their range of needs and this promoted their wellbeing

Right Culture: Without exception all the relatives we spoke with and healthcare professionals commented know well staff knew people. Relatives told us, "Perfectly happy", "Staff are really nice" and "Very happy at the moment". Staff placed people's wishes, needs and rights at the heart of everything they did. People and those important to them, including advocates, were involved in planning their care.

Staff evaluated the quality of support provided to people, involving the person, their families and other professionals as appropriate.

Staff ensured risks of a closed culture were minimised so that people received support based on transparency, respect and inclusivity.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk.