13 March 2019
During a routine inspection
Crossroads Cheshire East is a domiciliary care agency. It provides personal care to adults and children living in their own houses and flats in the community. At the time of the inspection it was providing personal care to 41 people.
Not everyone using Crossroads Cheshire East receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.
People’s experience of using this service:
Overall people were positive about the service. People felt safe and well supported. They told us they received reliable care from familiar staff who understood their needs. Staff treated people with dignity and respect and took account of their individual needs when providing care and support.
People were supported by well trained staff who had their competency checked by the management team on a regular basis. Staff supervision sessions had taken place; however, the provider had identified some of these needed to be carried out more frequently.
The service was responsive to people’s changing needs and staff promoted choices. Care and support plans were in place and included details about people’s likes and preferences. However, some records needed to include further details. The provider was aware and addressing this.
People were involved in decisions about their care and were able to provide feedback. Reviews were held with people and their relatives. The provider had identified that some reviews had not been held as often as they should and was addressing this.
People said that communication with the office had deteriorated due to the number of staff changes. However, everyone felt able to raise any concerns should they need to and had appropriate information about the complaints procedure.
The provider had systems in place to monitor the service and the quality of the care. They were restructuring the management team and were advertising for some new staff. Monitoring of the service had identified some areas where they could improve, such as records and systems and action was being taken to address these areas.
Rating at last inspection: Good (Published 20 July 2016)
Why we inspected: This was a scheduled inspection based on the previous rating.
Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our inspection programme. If any concerning information is received we may inspect sooner
For more details, please see the full report which is on the CQC website at www.cqc.org.uk