Archived: Crossroads Care - Birmingham & Solihull - CERS

The overwhelming feedback we had from people supported by Crossroads staff, their relatives, staff working for the organisation and professional stakeholders was positive. Specific comments included; "She (the carer) is really good with my husband and always makes time for me" and "Our sitter for my mom is excellent company for mom. When I tell mom she is coming today her face lights up and she smiles so we know she really enjoys her company. We found that people were happy with the way their care and support was delivered to them. Comments included; "I always feel(my relative) is left in safe hands" and "I can have some time off with peace of mind."

We found that staff had a good knowledge about safeguarding adults and children, but that staff recruitment records did not show all possible checks had been made to ensure potential new staff were suitable to work with vulnerable adults and children.

We found the staff team were established and well trained. People using the service trusted the staff and specific comments included; " My care worker is very professional and trustworthy" and "I feel (my relative) is left in safe hands."

The systems in place to ensure the service offered was safe and effective were well established. The agency had a quality assurance system in place to seek feedback and direct future service development.

The people we spoke with who used the service were satisfied with the care that they received and told us that it met their needs. They told us that staff always treated them with respect and that they felt safe. Comments that we received included: 'The service is excellent, been very lucky with the carer" and 'They know how to talk to people. Always polite and very helpful.'

Most people found the service reliable although one person we spoke with had experienced some difficulties receiving care when their usual care worker was not available.

Staff received adequate support and training to do their job. People we spoke with were confident that their carer worker knew how to support them. They enjoyed having the consistency of care from the same care worker who understood their needs.

Since our last visit in December 2012 we saw that there had been improvements to the care plans. Staff have been recruited and have started to undertake the reviews of people's care and support needs. Monitoring arrangements have yet to be put in place to ensure the reviews are progressing to plan.