Archived: Crossroads Care St Helens & Halton; Wigan & Leigh

Before people received any care or support they were asked for their consent and the provider acted in accordance with their wishes. This was confirmed by people who used the service. The files we looked at contained care plans that were personalised and included people's preferences.

People's health, safety and welfare was protected when more than one provider was involved in their care and treatment, or when they moved between different services. This was because the provider worked in co-operation with others.

People were cared for, or supported by, suitably qualified, skilled and experienced staff. People told us care staff were able to do everything they needed within the allocated time. They also said staff took their time and did not rush. One person said, 'Thank you so much for all the help with Mum,' and another said, 'They are marvellous, absolutely brilliant, they have a great understanding of all needs.'

There was an effective complaints system available. Comments and complaints people made were responded to appropriately.

We spoke with one person who used the service and two family carers. One person said, 'If you ring the office they always get back to you, they always let you know if there is any change.' Another person told us 'The staff are very caring and trustworthy.' A third person said 'Staff are very respectful.' All were very positive about the care delivered and the company.

We saw that relevant policies and procedures were in place and reviewed and were updated annually. We saw evidence that people who used the service were safeguarded from the risk of abuse and staff with whom we spoke demonstrated an awareness of safeguarding and mental capacity issues and were confident on reporting procedures.

We observed that staff were recruited safely and possessed appropriate qualifications for their roles. CRB checks were carried out appropriately. There was continual training and development in place for staff.

We saw that systems were in place to allow the continual monitoring and improvement of the service delivery. There was a complaints procedure in place and complaints were followed up appropriately.