The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Crossroads Care West Kent

Unit 1a Mereworth Business Centre, Danns Lane, Wateringbury, Kent, ME18 5LW (01622) 817114

Provided and run by:
Crossroads Care West Kent

Important: This service is now registered at a different address - see new profile

All Inspections

15 January 2014

During a routine inspection

Throughout this report people who receive a break from their caring responsibilities will be referred to as 'carers'; the people whom they care for will be referred to as 'people who use the service'; and agency staff will be referred to as 'staff'.

Our aim is to speak with a representative proportion of carers and people who use the service. We spoke to 23 carers and received questionnaires from 26 carers and people who used the service. Everyone who rated the service rated it as excellent or good.

Staff provided practical and emotional support to carers and people who used the service. One person told us, 'They understand the position you are in, how emotional it can be. They don't mind you offloading, but remind you that you are doing the best you can for your loved one.'

Carers were complimentary about the service that they received and said that staff met the person who used the service's individual needs. Comments included, 'They know the strains and stresses that we are under. I am always reassured that when I am away they will deal with any problem'.

Staff understood their responsibilities and boundaries in supporting people with their medicines. The agency undertook a series of checks when recruiting new staff, which had the necessary skills and experience for their role.

People knew how to raise concerns and the agency had effective systems in place to monitor its service delivery and had received a number of compliments about the service.

5 February 2013

During a routine inspection

Crossroads Care is a national network of local charities. We were told that Crossroads Care West Kent covers the whole of West Kent from Dartford and Maidstone through to Tunbridge Wells and rural areas. The agency offers a range of services for all age groups, disabilities and health conditions. The agency offers practical support in the family home that enables the principal carers to have a break from their caring responsibilities. The agency currently provides a service for approximately 750 people.

People told us that they were happy with the service provided. We saw that people had expressed their views of the agency in cards and letters, through questionnaires, and telephone calls. These contained very positive comments such as

'It is important to have people in your own home that you can trust'.

'So far I have found the care staff very good with X. He likes her very much'.

'I am happy with the help and support my carer has provided over the years'. 'Very happy with the service our carer provides'.

'We are very satisfied with the help we get and our carer X is an angel, we are very grateful for her'.

'My carer is wonderful, I could not cope without her'.

'Very helpful in maintaining X's communication skills'.

'X is happy in the carer's company either in our home or being taken out'. And 'The service is wonderful'.