Archived: Gilbert Court

All the people we spoke with who used the service spoke positively about the care they received. One person told us: 'I'm happy with the care'. All the people we spoke with told us that the care staff who supported them understood their care needs. People told us that their wishes were always listened to and we found that the provider made sure people consented to any care.

We found that the provider had taken the necessary actions to ensure that people who used the service were safeguarded against abuse.

Staff employed at the service had access to further training. One staff member told us: 'One thing they (the providers) do really well is support you with additional training'. Although care staff did not receive many structured supervisions, care staff told us that they felt supported by their managers.

People were complimentary about the care and support that they received. One person told us, 'The most important thing is the little things. They always ask me how I am. The relationship between the carer and the client is fundamental and they do that particularly well.' Another person said, 'I've got a very good relationship with Crossroads. I think I'm very well looked after. I'm very satisfied on the whole.' This meant that people felt the agency was meeting their individual needs.

We found that people who used the agency were protected from the risk of abuse.

People were cared for, or supported by, suitably qualified, skilled and experienced staff.

The provider had systems in place to regularly assess and monitor the quality of service that people received.