Archived: Crossroads Care Evesham

Updated 31 March 2016

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.

The inspection took place on 26 January 2016 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be in. The inspection team consisted of one inspector.

The provider had completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We also reviewed the information we held about the agency and looked at notifications they had sent us. A notification is information about important events which the provider is required to send us by law.

As part of the inspection we asked the local authority if they had any information to share with us about the service provided for people. The local authority is responsible for monitoring the quality and for funding some of the people who received care and support.

We spoke with four people who used the service and five relatives. We spoke with six members of staff, the team leader and the registered manager.

We looked at the records of three people as well as medicine records. We also looked at quality audits completed by the registered manager and other members of staff.

Updated 31 March 2016

This announced inspection took place on 26 January 2016. We gave the registered manager 48 hours’ notice of our intention to undertake an inspection. This was because the organisation provides a domiciliary care service to people in either their own home or a family member’s home as we needed to be sure someone would be available at the office.

Crossroads Care Evesham is registered to provide personal care to people. At the time of our inspection 21 people received care and support.

There was a registered manager in place for this 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.

People told us they felt safe while staff from the agency provided care and support for them. Staff were aware of different types of abuse and of the need to report this to protect people. On one occasion staff had not informed the registered manager and had not sought advice in a timely way in relation to a medicines error. Action needed as a result of the error was not immediately taken.

Risks to people’s care had been looked at and reviewed as their needs had changed. Staff were aware of risks and how to meet people’s needs. Care plans were in place and reviewed although these were not always updated staff were aware of people’s current needs and how these were to be met.

There were enough staff to provide care to people and meet their needs. People told us staff arrived at the agreed time and remained for the allocated time. People’s consent was obtained before staff cared for them. People told us they got on well with staff who visited them and were encouraged to be involved in their care. People told us they received consistency in their care from a regular number of staff members. People were confident their privacy and dignity would be maintained and told us they were treated with respect. People were supported to access healthcare professionals as needed.

Induction training was provided to support new members of staff which included working alongside experienced members of staff. Staff had received training to provide them with the skills needed to provide care to meet people’s individual needs. Staff felt supported in their work.

People knew the names of staff at the office and felt they were available as needed. People felt listened to and were involved in providing feedback about the quality of the service provided. People and their family members raised no concerns about the care provided however they felt they could raise concerns about the service if they needed to do so. The management ensured regular checks were completed to monitor the quality of the care received.