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

Archived: Crossroads Care Central and East Gloucestershire - Cheltenham Branch

The Basement, 21 Rodney Road, Cheltenham, Gloucestershire, GL50 1HX (01242) 584844

Provided and run by:
Crossroads Care Gloucestershire Limited

All Inspections

20, 21 November 2013

During a routine inspection

We spoke to the relatives of five people who used the service. We looked at the care files for 10 people who used the service (four of these were children). We spoke to staff and looked at other documents held by the provider. The relatives of the people who used the service all confirmed that the support workers always asked permission before providing care. The care files we looked at contained individual care plans that reflected the person's individual needs. The provider had good systems in place to protect people from the risk of abuse. Staff we spoke to also had a good understanding of how to report any concerns. Effective recruitment procedures were in place. The registered manager confirmed that the last complaint had been made in October 2012. We found that this had been investigated thoroughly. Records were up to date and kept securely. The provider had systems in place to archive people's records and securely destroy them when appropriate.

We spoke to the relatives of five people who used the service. Their comments included 'The staff are very helpful, there is nothing they could do better'. 'I can leave my son in their care and I don't worry about him, I know he is having a good time'. 'I would like more feedback about what they get up to, but the service is very good and they do what I need them to do with my daughter'. 'It's a very good and reliable service, I could not do without them'.

19 December 2012

During a routine inspection

Peoples privacy, dignity and independence was respected, as people understood the care and treatment choices available to them. One said "Staff listen and respond to my needs, it is a pleasure to have them in my home.".

Care and treatment was planned in a way that ensured people's safety and welfare. One person said "Staff look after me in a way that makes me feel safe and comfortable."

All staff were subject to appropriate checks and references were taken up prior to commencement of employment. Staff were trained to be able to deliver the care and support required by individuals. One person said "They know what they are doing, and I know that they have been checked before they come to me."

We spoke to the manager, staff in the office, staff and people who use the service by telephone. Comments we received were all positive and included "I really don't know what I would do with the support the service provides for me and my family."

Staff members we spoke to told us that it was a good agency to work for and they felt listened to and valued.

Staff spoken to had a good awareness of individuals care needs and the importance of treating people with respect and dignity. This was confirmed by training provided by the provider around respect and dignity and by talking to people who use services. One person said "staff are always polite and listen to me."