Background to this inspection
Updated
8 February 2019
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.
This comprehensive inspection took place on the 3 and 4 January 2019 and was announced. The provider was given short notice of the visit. This was because we needed to make sure staff were available in the office. The inspection team consisted of an adult social care inspector and an assistant inspector. We spoke with 11 people who used the service and three relatives on the telephone, to gather their views of the service. At the time of our inspection the service supported 300 people with various care needs, from social support to support with personal care and independence.
Prior to the inspection we gathered information from a number of sources. We looked at the provider information return (PIR) which helped us to prepare for the inspection. This is a form that asks the provider to give information about the service and what improvements they plan to make. We also looked at information from statutory notifications sent to us by the registered manager.
During the inspection we spoke to the registered manager and four care support workers. We contacted a variety of professionals who commissioned and monitored the service to gain their views and to understand how the provider worked in partnership with other agencies.
We looked at a range of records about people’s care. These included six care records, staff recruitment, supervision and training records, compliments and complaints, quality assurance audits and accident and incident analysis.
Updated
8 February 2019
The inspection took place on the 3rd and 4th January 2019 and was announced. The provider was given short notice of the visit to the office. This was because we needed to be sure key staff would be available at the office.
At our last inspection we rated the service outstanding. At this inspection we found the evidence continued to support the rating of outstanding and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.
There was a registered manager who managed the day to day operations of the service. 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.
Without exception people told us they received a fantastic service from Rotherham Crossroads. Staff we spoke with gave the provider compliments on how they cared for and supported people.
People continued to be protected from abuse because staff knew what action to take if they suspected someone was being abused, mistreated or neglected.
There were sufficient numbers of staff available to keep people safe and to meet their needs. The number of staff supporting people and times of the day people were supported had been planned as part of an individual package of care.
The provider and registered manager helped ensure people did not face discrimination or harassment. People's individual equality and diversity were respected because staff received training on the subject and got to know people well.
The registered manager and provider had worked hard to learn from incidents, near misses and mistakes. Investigations were carried out when required and systems were in place to help identify any trends or patterns, which could drive change, when needed.
Without exception everyone we spoke with told us the service was effectively delivering consistent high quality care and support.
Rotherham Crossroads is an employer that staff told us they want to work for and totally committed to investing in individual employees to ensure its workforce are successful and happy.
The service continued to provide high quality effective care and support. Staff were competent in their roles, undertook good quality training and had a very good knowledge of the people they supported. This meant they could effectively meet people's needs in a person-centred way.
Staff had received training and understood their responsibility in regard to the Mental Capacity Act 2005 (MCA). People's capacity to make decisions had been assessed when planning care. Staff confirmed they asked for people's consent before providing care and they respected and promoted each person’s choices.
Staff went that extra mile for people they supported. For example, we looked at how a person with a sensory impairment and health related problems was supported and we judged the person-centred care they received to be exceptional.
People were able to share their experiences, concerns and complaints and the provider acted upon information shared. The provider analysed complaint each year to learn and future improve the lives of the people they supported.
Support plans were comprehensive, well structured, and person centred. The care packages were reviewed at regular intervals or following a change of need.
Rotherham Crossroads had clear aims and objectives which were shared with people, their relatives and staff, which were embedded into our culture of the service.
Rotherham Crossroads had embraced and developed relationships with local ethnic groups to develop services for people living in the Rotherham area.
Quality audits were used to identify issues and development plans were in place to drive improvements.