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We are carrying out checks at Crossroads Care Ribble Valley using our new way of inspecting services. We will publish a report when our check is complete.

Inspection Summary

Overall summary & rating


Updated 4 November 2015

We carried out announced inspection of Crossroads Care Ribble Valley on the 26 and 27 August 2015.

Crossroads Care Ribble Valley provides care and support for carers and the people they care for in the Ribble Valley area. The aim of the service is to provide practical support to enable carers to have a break from their caring responsibilities. The range of services provided includes, personal care, children’s activities, domestic help and shopping and support within the community. The agency's office is located on the outskirts of Clitheroe. At the time of the inspection the service was providing support to 55 people.

At the previous inspection on 17 October 2013 we found the service was meeting all the standards assessed.

The service was managed by a registered manager. 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.

The people we spoke with indicated they experienced good care and support from the service. One person told us, “I have been really pleased with the service” another said, “They are an excellent care service.”

People using the service had no concerns about the way they were supported. We found arrangements were in place to help keep people safe. Risks to people’s well-being were being assessed and managed.

Satisfactory processes were in place for people to receive safe support with their medicines and additional safeguards were being introduced.

Staff were aware of the signs and indicators of abuse and they knew what to do if they had any concerns. Staff said they had received training on safeguarding and protection.

Arrangements were in place to maintain staffing levels to make sure people received their agreed care and support. There were systems in place to ensure all staff received initial training, ongoing development, supervision and support.

People made positive comments about the staff team including their friendly approach, listening skills and respectful manners. Staff expressed a practical awareness of responding to people as individuals and promoting their rights, privacy and choices.

People told us they had agreed to the support and care provided by the service. We found records were kept of people’s consent /agreement to their care and support package. Arrangements were in place to gather information on people’s backgrounds, their needs and abilities, before they used the service. People were aware of their care plans and said they had been fully involved with them and the ongoing reviews.

Processes were in place to monitor and respond to people’s health care needs. All the staff we spoke with described the action they would take if someone was not well, or if they needed medical attention.

Where appropriate people were supported with eating and drinking. They were supported to engage in activities within the local community and pursue their interests in response to their agreed package of care.

There was a guide for people who used the service. This provided information on the service’s visions and values, key contact details and the terms and conditions of service. Also included were the details of health and social care organisations who could be contacted for support.

There were effective complaints processes in place. There was a formal system to manage, investigate and respond to people’s complaints and concerns.

We found there were management and leadership arrangements in place to promote an efficient day to day running of the service. There were processes to monitor and develop the services provided, in consultation with the people who used them.

Inspection areas



Updated 4 November 2015

The service was safe.

Processes were in place to keep adults and children safe. Staff were trained to recognise any abuse and they knew how to report any concerns. There were enough staff available to provide people with safe care and support.

Risks to people’s wellbeing and safety were being assessed and managed.

Staff recruitment processes included, face to face interviews and character checks. Action had been taken to ensure robust recruitment procedures were followed.

Processes were in place for people to receive safe support with their medicines and further safeguards were being introduced.



Updated 4 November 2015

The service was effective.

People told us they experienced good care and support. They were encouraged and supported to make their own choices and decisions.

The service was meeting the requirements of the Mental Capacity Act 2005 (MCA).

People were supported as appropriate to eat and drink. Their health and wellbeing was monitored and responded to as necessary.

Processes were in place to train and support staff in carrying out their roles and responsibilities.



Updated 4 November 2015

The service was caring.

People made positive comments about the caring attitude and approaches of staff. They indicated their privacy and dignity was respected.

People were supported and cared for in a way which promoted their involvement and independence.

Staff were aware of people’s individual needs, personalities and preferences.



Updated 4 November 2015

The service was responsive.

Processes were in place to find out about people’s individual needs, abilities and preferences. People were involved with planning and reviewing their care and support.

People indicated the service was flexible. Arrangements were in place to respond to their changing needs and preferences.

Processes were in place to manage and respond to complaints, concerns and day to day matters.



Updated 4 November 2015

The service was well-led.

The agency had a registered manager who provided clear leadership and was committed to the continuous improvement of the service.

The service’s vision, values and philosophy of care were shared with staff and supported by the management and leadership arrangements.

There were systems in place to consult with people and to monitor and develop the quality of the service provided.