Crossways Nursing Home

Staff were caring. They respected people's privacy and dignity and treated people with kindness. They knew people and their preferences well and supported them in accordance with their likes and dislikes and interests. People and their families were involved in planning their care and the provider actively sought their views on the service and their suggestions for improving people's experiences. People's confidential information was stored securely and used in line with data protection laws.

People received a service responsive to their individual needs. People had care plans which contained information about their life history, their social, cultural and spiritual preferences and their interests and the activities they enjoyed. People's care plans were regularly reviewed to ensure they were up to date and reflected people's current needs. People's communication needs had been assessed and there was personalised information for staff about how to communicate with them in a person-centred way. People were supported to engage in a range of activities and maintain relationships important to them. People could have visits from relatives and friends when they wanted and also stayed in touch with their families using video calls. People had end of life care plans in place that reflected their wishes for their end of life care and arrangements.

People received a well-led service. The provider encouraged and supported an inclusive culture focussed on

people having a good quality of life. Staff were supported to learn and develop and improve practice and the provider also supported their wellbeing. The provider had a set of values and a statement of purpose that informed people, their families and staff of the standards of care expected. The provider acted on people's feedback when improvements were needed and openly shared information with people when a person's care had not met the standards expected. The registered manager understood the service's legal obligations. The provider regularly carried out a range of quality assurance audits. There were regular resident and family meetings and the provider used an independent company to carry out user satisfaction surveys. The service participated in innovative pilot schemes, trials of new systems and research projects to continuously learn and improve people's care. Staff worked proactively with other organisations, healthcare professionals and community groups to deliver care and support that met people's individual needs.