Archived: Crossways Community - 71 London Road

Systems to assess, monitor and manage risks were not always effective. Risks associated with people’s behaviours that may challenge required improvement. Other risks to people’s health and well-being were being managed safely. We have made a recommendation about the provider assessing, monitoring and managing risks associated with people’s behaviours that may challenge.

There were several quality assurance and governance processes which were working well to identify and act within a reasonable time to address most risks and quality issues and to develop the service. However, some areas of people’s support we identified as needing improvement at this inspection had consistently not been recognised through the provider’s quality assurance processes.

Some statutory notifications about safety incidents and people’s needs had not always been sent to CQC by the registered manager and provider as required. This had not impacted on people’s safety and the registered manager took action to ensure they understood their responsibilities.

There were systems and process to help prevent abuse occurring. People told us they felt safe from abuse at the service. Staff knew how they should act if there were safeguarding concerns and who to contact to help keep people safe if this was necessary.

There was an inclusive, positive and open culture in the home. People and staff’s differences were respected and supported. Staff and the registered manager worked well with relatives and other health and social care professionals to be able to provide good support to people. 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 had received effective support to achieve good outcomes such as having their healthcare needs met quickly, being more independent in their daily lives, going to new places, doing chosen social activities, learning new skills and starting volunteer work.

People were supported in a kind and compassionate way by staff. People told us they thought staff listened to them and that their opinions mattered. Staff communicated in accessible ways with people. People were involved in planning their care, and staff worked well with other relevant people such as health and social care professionals and relatives to deliver responsive person-centred support to people.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right Support, right care, right culture (RSRCRC) is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

Staff had not considered current evidence-based best practice guidance when assessing one person with a learning disability and/or autism needs. This had not had a known significant impact on the person, but there was an increased risk their needs may not be being met as effectively as they could be. We have made a recommendation about the provider being aware of statutory guidance about supporting people with a learning disability and/or autistic people.

Right support:

• The model of care and setting maximised people’s choice, control and Independence

The service was a domestic style property in a residential street. There were no signs on the outside of the service to indicate this was a care home.

Staff did not wear name badges or uniforms when supporting people.

Staff encouraged people to become active members of the local community.

Right care:

• Care was person-centred and promoted people’s dignity, privacy and human Rights

People were supported to make their own choices and be as independent as possible.

Staff treated people with kindness and respect.

Staff supported people in the least restrictive ways and in their best interests.

Right culture:

• Staff and management promoted ethos, values, attitudes and behaviours to ensure people

using services lead confident, inclusive and empowered lives.

There was an open and positive culture that respected people’s differences and treated everyone equally.

People and staff were encouraged to be involved in sharing their views and ideas about how to develop the service.

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

This service was registered with us on 1 May 2020 and this is the first inspection.

Why we inspected

This was a planned inspection based on the amount of time the service had been registered with CQC.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

We found the following examples of good practice.

The service supported people to maintain safe contact with friends and family. This included staff supporting people to use the telephone and internet. Visits were facilitated using the garden and a summer house in line with visiting preferences of people living in the home.

Plans were in place to isolate people with COVID-19 to minimise transmission. The service had good supplies of personal protective equipment that were readily available at stations throughout the service. Staff were seen to wear appropriate PPE when providing care or when unable to socially distance within the home.

The provider had measures in place to prevent visitors from catching and spreading infections. Visitors were asked screening questions; temperature checks were performed, and facilities were provided to sanitise hands on arrival. Lateral flow tests were carried out to check the COVID status of visitors. Visits were staggered to minimise contact and enable cleaning between visits.

Staff had received training on how to keep people safe during the COVID-19 pandemic and staff and residents were regularly tested for COVID-19. The building was clean and free from clutter and there were enhanced cleaning practices.

Staff ensured people’s welfare had been maintained by facilitating activities, such as coffee mornings, arts and crafts and physical activities such as yoga.