Archived: Carers Trust in Greater Manchester

Crossroads Care Trafford provides practical and emotional support in the form of a respite service to carers who are supporting relatives or friends with care needs. The service visit people's homes so carers can have a break from their caring responsibilities. On the day of our inspection there were 100 people using the service.

The service had a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

Crossroads Care Trafford was last inspected by CQC on 3 December 2013 and was compliant with the regulations in force at that time.

Accidents and incidents were appropriately recorded and risk assessments were in place for people who used the service and staff. Staff had been trained in safeguarding and the registered manager was aware of their responsibilities. Appropriate arrangements were in place for the administration of medicines.

The provider had an effective recruitment and selection procedure in place and carried out relevant checks when they employed staff. Staff were suitably trained and training sessions were planned for any due or overdue refresher training. Staff received regular supervisions and appraisals.

The provider was working within the principles of the Mental Capacity Act.

Staff were aware of people’s nutritional needs.

People who used the service, and family members, were complimentary about the standard of care at Crossroads Care Trafford. Staff treated people with dignity and respect and helped to maintain people’s independence by encouraging them to care for themselves where possible.

Care records showed that people’s needs were assessed before they started using Crossroads Care Trafford and care plans were written in a person centred way.

Activities were arranged for people who used the service based on their likes and interests and to help meet their social needs.

People who used the service and family members were aware of how to make a complaint and the provider had an effective complaints policy and procedure in place.

The service had links with the community and with other local organisations. Staff felt supported by the manager and were comfortable raising any concerns. People who used the service, family members and staff were regularly consulted about the quality of the service. People told us the management were approachable and understanding.

One staff member told us; 'I explain what I want to do, but as we know these clients, I would soon know if they didn't want to do anything. It is a matter of explaining carefully and ensuring they understand'.

We found that care support plans were detailed with specified support needs and desired outcomes recorded for each person.

People told us; 'I think they are wonderful, I couldn't manage without them,' 'Very respectful, punctual and spot on. The lady who comes has become a family friend' and 'Very happy, the lady who comes is excellent, kind and very friendly'.

We found robust checks had been undertaken prior to the commencement of employment by new staff.

The provider had a comprehensive system in place to monitor the quality of the service they provided.

We found the provider had effective systems in place to record, respond to and investigate any complaints made about the service.

Staff told us they felt well supported, had regular meetings with their manager, and their training was kept up to date.

We saw evidence that people's needs were assessed before they started to use the service, checked again after 12 weeks, and then reviewed at least every year. We saw people were involved at all stages of their care planning, and their preferences and opinions were noted in detail.