Cross Way House Care Home

The home had a registered manager. A registered manager is a person who has registered with the CQC to manage the service. Like registered providers, they are 'registered persons.' Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People's experience of using this service: Management processes were in place to monitor and improve the quality of the service. However, these were not always effective and did not always identify opportunities for improvement. 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. However, the records for best interest decisions did not always reflect individual decisions. We have made a recommendation about the documenting of best interest decisions. People lived in an environment that was clean, with no odorous smells. Comments from people included, "It's spotlessly clean in here." People told us they felt safe and there were appropriate systems were in place to protect people from the risk of abuse. There were enough staff to meet people's needs. The provider had effective systems in place to ensure safe recruitment practices. People's needs were met in a personalised way by staff who were competent, kind and caring. Staff respected people's privacy and protected their dignity. Individual and environmental risks were managed appropriately. People were empowered to make their own choices and decisions. They were involved in the development of their personalised care plans. People felt listened to and knew how to raise concerns.

The home has been rated Good overall as it met the characteristics for this rating in four of the five key questions. More information is in the full report, which is on the CQC website at: www.cqc.org.uk