Updated 25 May 2019
The inspection:
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team:
This inspection was completed by an inspector and two expert by experiences. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type:
Crossroads Care South East London is a specialist voluntary organisation and registered charity that provides care and support to people and/or family carers living in their own houses or flats in the community. It also provides care and support to people living in a supported living setting so that they could live in their own homes as independently as possible. People's care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people's personal care and support.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection:
This inspection was announced. We gave the service 48 hours' notice of the inspection visit because we needed to be sure the manager would be in. Inspection activity started on 3 April 2019 and ended on 4 April 2019. We visited the office location to see the registered manager, head of operations and office staff; and to review care records and policies and procedures.
What we did:
Before the inspection, we reviewed information we had received about the service since the last inspection. This included details about incidents the provider must notify us about, such as abuse and accident and incidents. We sought feedback from the local authorities who commission services from the provider and professionals who work with the service. The provider completed a provider information return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.
During the inspection, we spoke with 11 people that used the service and sixteen relatives to ask their views about the service. We spoke with five members of staff including the registered manager and the head of operations.
We reviewed a range of records. This included four people’s care plans, risk assessments and medicine records. We looked at five staff files in relation to recruitment, training and supervision. We also looked at records relating to the management of the service and a variety of policies and procedures developed and implemented by the provider.