The Care Quality Commission
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Archived: Crossroads Care Surrey - East Surrey Branch

Oxted Community Hall, Church Lane, Oxted, Surrey, RH8 9NB (01883) 714641

Provided and run by:
Surrey Crossroads

All Inspections

18 April 2013

During a routine inspection

People's diversity, values and human rights were respected. We spoke to five people who received support from Surrey Crossroads East Surrey. One family member told us that they "felt very well supported and the respect their family member received from the staff was exemplary".

We looked at six care plans of the people who used the service they all contained a full assessment of needs and all relevant risk assessments and people's choices were clearly included in the process of care planning.

Care and treatment was planned and delivered in a way that ensured people's safety and welfare.

The agency had a set of policies and procedures in place in relation to safeguarding vulnerable adult and children. Staff members confirmed that they had undertaken training in safeguarding and whistle blowing in order to protect the people who used the service.

The members of staff stated that they had received appropriate supervision and support from the manager and senior staff from the agency.

People who use the service, their representatives and staff were asked for their views about their care and treatment they received from the agency and there was evidence that they were acted on. The agency undertakes annual Quality Assurance questionnaires (QA) which are sent out to all the people who used the service. The QA's were analysed and any relevant information would be used to develop and improve the service delivered by the Surrey Crossroads (East Surrey Branch).

14 February 2012

During a routine inspection

People told us they were very satisfied with the care and support they received. People described the service as 'Fantastic.' One person said that they 'Don't know what we'd do without the help we get.'

People said the staff were punctual and always stayed for the full time agreed. Staff were friendly and kind and spoke respectfully to them.

The people we spoke with said that staff were competent and appeared well trained and demonstrated a understanding of our needs. They understood what support was needed and always delivered the care and support that had been agreed.

We were told that people did not have any concerns or complaints about the service. Everyone who spoke to us stated that they knew how to complain and to whom they should complain. The information that the people who used the service received from the agency fully detailed who they should complain and the contact details of the appropriate person or organisation to make their complaint to.

People we spoke with said that they were fully consulted about the care and support package they received and that the service regularly reviewed the care given. They confirmed they had a copy of the care plan and that they could request changes to the care and support package at any time.