Archived: Crossroads Care Central and North London

One person's relative said "I don't know how I coped without the staff I am so happy with the service I receive."

We found correspondence in people's files where the provider had been in contact with people's social workers and care managers and attended meetings to review the service.

Appropriate checks were undertaken before staff began work. The manager told us that before staff were employed they were required to provide a Disclosure and Barring Service (DBS) check, provide proof of their right to work and two references.

People who used the service confirmed that if they had a complaint they would speak to the manager.

People told us that they experienced good quality care where their privacy, dignity and independence was respected. A relative said, when talking about their family member, that 'they [staff] understand them very well, they use some basic sign language to communicate with [them]'. The provider recognised the diversity and values of the people who use the service.

People experienced effective and safe care that met their needs. Staff were aware of how to deal with emergencies, the provider had systems in place to deal with unforeseen occurrences in order to minimise its impact on people who use the service.

People told us that they were happy with the quality of the staff and one person told us that 'they are on time'. We found that the provider had effective recruitment procedures in place.

The provider occasionally called people supported by Crossroads Care to check if they were happy with the service provided. We found that the provider had appropriate systems in place in order to monitor the quality of the service.