Archived: Crossroads Care South Central

Updated 25 January 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

The inspection took place on the 10 January 2017 and was announced. The provider was given 48 hours’ notice because the location provides a support care service. We wanted to be sure that someone would be in the office to speak with us. The inspection team consisted of two inspectors and an expert by experience. An expert-by-experience is a person who has personal experience of using or caring for someone who uses this type of care service.

The provider had completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make.

Before the inspection we checked the information that we held about the service and the service provider. This included statutory notifications sent to us by the registered manager about incidents and events that had occurred at the service. A notification is information about important events which the service is required to send us by law. We used all this information to decide which areas to focus on during our inspection.

During our inspection we spoke with ten people who use the service over the telephone, five care staff, two co-ordinators, the chief executive officer (CEO) and the registered manager. We observed staff working in the office speaking with people and staff over the telephone.

We reviewed a range of records about people’s care and how the service was managed. These included the care records for six people, medicine administration records (MAR), five staff training records, support and employment records, quality assurance audits, incident reports and records relating to the management of the service.

We contacted three visiting professionals before the inspection to gain their views of the service.

We last inspected this service on 1 February 2014 where we found no concerns.

Updated 25 January 2017

The inspection took place on the 10 January 2017 and was announced. The provider was given 48 hours’ notice because the location provides a support care service. We wanted to be sure that someone would be in to speak with us.

Crossroads Care South Central is a charity providing home and emergency respite care services for carers in West Sussex. This included children and adults with various conditions. Including older people living with dementia, autism and people with a physical disability. At the time of our inspection 85 people were receiving a care service, with an age range between 6 to 102 years old.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission 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 told us they felt safe, that staff were kind and the care they received was good. One person told us “Yes, I do feel safe. Because when my carer comes around I have someone to talk to”. There were good systems and processes in place to keep people safe. Assessments of risk had been undertaken and there were clear instructions for staff on what action to take in order to mitigate them. Staff knew how to recognise the potential signs of abuse and what action to take to keep people safe. The registered manager made sure there was enough staff at all times to meet people’s needs.

The provider had arrangements in place for the safe administration of medicines. People were supported to receive their medicine when they needed it. Staff considered people’s capacity using the Mental Capacity Act 2005 (MCA) as guidance. People’s capacity to make decisions had been assessed. Staff observed the key principles in their day to day work checking with people that they were happy for them to undertake care tasks before they proceeded.

People’s needs were assessed and regularly reviewed and they received support based upon their needs and preferences. Staff were proactive in recognising and supporting changes in people’s needs. We found the support plans to be person centred and details recorded were consistent.

Staff felt fully supported by the registered manager to undertake their roles. They were given training updates, supervision and development opportunities. New staff trained alongside experienced staff on support calls. Competency checks were completed to ensure staff were delivering the correct care and support for people. One member of staff told us "I shadowed the existing staff for a few weeks, I was keen to get started but it was important that I got to know people and their routines”.

People told us that staff were kind and caring. Comments included “All of them are wonderful and easy to talk to “and “They are all nice people. They will help you whenever you need and are very caring”. People confirmed staff respected their privacy and dignity. Staff had an understanding of respecting people within their own home and providing them with choice and control. People were supported at mealtimes to access food and drink of their choice if required.

People said they were happy with the management of the service. There were clear lines of accountability. The service had good leadership and direction from the registered manager and the provider. Staff felt supported in their roles and felt the management team were approachable. Staff comments included “I would highly recommend to my family and friends if ever needed” and "They always let us know what's going on and any changes. They tell us of updates and changes in people's support”.

The registered manager monitored the quality of the service by the use of regular checks and internal quality audits to drive improvements. Feedback was sought through surveys which were sent to people and their carers. Survey results were positive and any issues identified acted upon. People we spoke with were aware of how to make a complaint and felt they would have no problem raising any issues. Comments from people included “I can talk to anyone if I had a concern. But I have never made a complaint” and “I have not made a complaint before. Yes they would help me if I needed anything”.