Enter and view: Crossways Residential Care Home

Healthwatch Walsall carried out an Enter and View visit to Crossways Residential Home, a 22-bed residential care home providing support for older people and people living with dementia. The visit took place following a previous CQC rating of "Requires Improvement" and at the request of the local authority. Representatives spoke with residents, relatives, staff and managers and observed the environment, activities, catering and daily interactions within the home. Overall, feedback was largely positive and the home was found to have a welcoming, community-focused atmosphere. 

The home was housed in a listed building and was generally well maintained, although some areas would benefit from refurbishment. Communal areas were clean, comfortable and arranged to encourage social interaction. During the visit, representatives identified a small number of environmental issues, including a garden hose and bench obstructing fire exits and some uneven paving slabs in outdoor areas. Management addressed the fire exit concerns during the visit and advised that refurbishment and decoration plans were already being developed.

Residents spoken to were positive about the care they received and said their choices regarding personal care, meals, clothing and daily routines were respected. They described staff as responsive, friendly and respectful, and said they felt safe within the home. Residents reported that staff sought consent before providing care and that they knew how to raise concerns if needed. Many also felt that healthcare support was accessible, with regular visits from GPs and other professionals. One resident suggested that additional staffing would allow more one-to-one time with staff. 

Relatives were equally positive, reporting good communication from staff and saying they felt involved in care planning and important decisions. Families described staff as welcoming, attentive and proactive in addressing concerns. Some relatives commented that recent management changes had led to positive improvements within the home and noted that regular meetings were held to gather feedback and discuss care. 

Activities were varied despite the home not having a dedicated activities coordinator. Staff organised events based on residents' interests and preferences, including themed celebrations, shopping trips, pub lunches and reminiscence activities. Representatives observed evidence of efforts to engage residents through sensory stimulation, birthday celebrations and a "you said, we did" approach to responding to suggestions. Staff reported that activity provision had improved under the current management team. 

Catering was another area of strength. The kitchen held a five-star food hygiene rating, and residents were positive about both the quality and choice of meals. Flexible mealtime arrangements were available, and staff understood residents' nutritional needs and dietary requirements. Snacks were available between meals, although representatives noted that more fresh snack options such as fruit platters could be considered.

Staff described a positive working environment with good training opportunities, supportive management and strong teamwork. Representatives observed caring and respectful interactions throughout the visit and found evidence of robust recruitment, safeguarding and quality assurance processes. Healthwatch concluded that Crossways was delivering person-centred care and that recent management changes were having a positive impact. Recommendations focused on managing trip hazards, reviewing activity coordination, considering staffing levels to support additional one-to-one time, and revisiting the home following planned refurbishment work.